How can you exceed client expectations in real estate?

Every Realtor/Client relationship should begin with a clear discussion & understanding of the process, what to expect & when, in addition to the roles & responsibilities of each party. Establishing expectations upfront communicates professionalism & a commitment to collaboration. But let's be clear, just as the clients have expectations, we as Realtors (should) have expectations of clients as well. The best Realtor/Client relationships are those where each person is accountable for fulfilling their respective role & tasks. Don't wait until the end of a transaction to access whether expectations are being met. Pulse check & communicate frequently during the transaction so that you have time & opportunities to course correct if necessary.

Getting to know your clients well is key to giving great service that goes above and beyond. I remember working with a client who had clear ideas about what they wanted in a property. By listening carefully and remembering the small details, I was able to show them houses that were just right for them, making things easy and pleasing. I used my CRM system to keep track of what they liked, so I could understand their needs better for the future. This kind of personalized service meant we could close the deal successfully, and it also helped us build a strong, lasting relationship. It's all about making clients feel heard, valued, and adding that personal touch!

To go above and beyond for clients, it's crucial to combine expertise with exceptional service. For sellers, we offer a staging closet, professional photography, and 3D tours to make their listing stand out. We're always a call away for any questions. We've even hauled trash and made donation runs to help clients out. For buyers, we have candid conversations to ensure they're making a wise investment, not just an emotional purchase. We live by the principle that no deal is worth losing sleep over, so we make sure every contract is airtight and deadlines are met.

Well, there is no end to the cyclicality in client relationships. There are times when they shop elsewhere and return to the original vendor. That’s fine in any profession. However what should never change is one’s ability to offer truthful advice devoid of personal avarice and conflict of interest. That to me makes all the difference in tilting the client towards us and a long term relationship follows.

I would like to add, to be available for your clients and answer questions they may have. Keep the process of buying a home simple and step by step for your clients.

Results are definitely one thing but this right here, I think is the most important part. The number one complaint in real estate is "my realtor/loan officer doesnt pick up the phone." Pick up the phone and if you can't a quick text goes a long way. People will always remember how you made them feel and what the process was like.

Talking clearly and often with your clients is important to build trust. I remember a time with a client who was nervous about buying. I kept them in the loop about everything, quickly answering their small worries and being there when they needed to, using how they liked to communicate. For example, when there was a little delay, I immediately let them know and reassured them, which helped them feel comfortable and trust me more. By being open and there for them, we were able to make the deal, and they felt valued. It’s all about being clear, available, and honest to build strong, lasting client bonds!

I have found that it is important to outline the whole (selling or buying) process up front and discuss the agent and client's different roles and expectations. Another area to discuss is their preferred method of communication, so they aren't annoyed by getting voice messages or emails when they prefer a simple text message.

Always reply to your clients, even if it is I will call you back when I am free. Let them know you will get back asap even if you are in a meeting.

In my experience, people respond most to their Realtor who picks up their calls, follows through on promises, advocates for their clients (instead of themselves) and is transparently honest. Trust and respect goes hand-in-hand in Realtor/client relationships.

Going the extra mile stands out in real estate. I had a first-time home buyer client who needed guidance in the process, so I offered them detailed market insights and connected them with reputable service providers to ease their concerns. I also sent them personalized updates about their transaction and surprised them with a birthday card. These added gestures made them feel supported and appreciated, reinforcing our bond. It’s all about those extra steps and personal touches that make clients feel cared for! :)

Be a resource they can count on no matter what. Always here to help or point them in the right direction. Be the expert that is what the client wants in a Realtor.

I think if it is organic, pick up the phone for a birthday or send a gift/flowers for a new birth, funeral, etc. But only if it is real. Otherwise, it’s awkward. Pandering to clients make an agent look desperate and inauthentic. The most important thing when marketing a property is to make sure the house looks its best. Show up at photo shoots, do a walkthrough and make a list of what will make it look more attractive. It’s worth the investment, which is your obligation. And please stop taking pictures with an iPhone/Android.

In my 44 years in mortgage banking I've learned to value the customer throughout the entire application, approval, meeting conditions and clearing the loans for closing. You must meet your customer's needs at all times for a smooth transaction and they then become valued future customers as well. A good experience goes a long way in retaining customer relationships.

Absolutely! Going the extra mile in real estate is like optimizing code for performance—it's about delivering beyond the basic functionalities. Just as in coding, where we add those extra features for an enhanced user experience, in real estate, it's about offering additional services, insights, and benefits that elevate client satisfaction. Providing market insights and staging tips is like optimizing code for efficiency. Surprising clients with handwritten notes or thank-you messages is akin to adding that special touch to the user interface. It's about creating not just transactions but memorable experiences that resonate with our clients long after the deal is closed.

Follow-up is critical. Create processes to help you continuously communicate with clients not only during the transaction, but in the years to come. True story. The very first home I sold 18 years ago, the sellers moved to another state. We kept in touch through various methods over the 18 years, newsletters, emails, calls, mailings, market updates, cards, etc..... Fast forward, they were thinking of moving back to Maryland, and of course they called me. Keeping in touch with clients is essential for me as a good percentage of my business is repeat and referral clients. Keep your clients happy, keep in touch, give value and they will keep coming to you and sending you their referrals.

Be sure to create a good customer success-team (customer service) giving them both great digital platforms and tools to deliver great service in real time and also using templates for scale and effectiveness. Also give the team mandate to execute special treatments for special situations where time and smooth handling can deliver great experiences even when things look dark.

Following up and following through in real estate is like ensuring your code not only compiles but runs smoothly—it's about reliability and consistency. Just as in coding, where we check for bugs and resolve issues, in real estate, it's about checking in with clients after each milestone, asking for feedback, and ensuring a seamless journey. Following up post-transaction is like maintaining code updates—it shows ongoing commitment. It's about building relationships that transcend transactions, ensuring clients know we're not just there for the deal but for their long-term goals.

Exceeding client expectations involves diligent follow-up and follow-through. Demonstrating care and reliability is key. Regularly check in after milestones, seek feedback, and promptly address any issues. Don't just vanish after the transaction; maintain contact, showing you're there when they need your services in the future. Your consistency and commitment make all the difference in exceeding client expectations.

This can't be said enough. I've heard way too many times about agents who have not been accessible, or accountable to their clients. This begins with setting expectations as I discussed in #1, then communicate, communicate, communicate. You will go out of business quickly if you don't follow through with, and exceed, the expectations that were set at the beginning!

Don't wait until the transaction ends to ask for a review or referral. I've had many happy clients, however I wasn't always that great about seeking the reviews. I now ask at the beginning, middle & end of the transaction for reviews. Set up a process for your clients to submit the reviews so that its effortless for them to do so. Collect them in a format where its easy to share and/or post them. It's great to ask for referrals during a transaction, but truthfully, I've found that most clients are so focused on themselves during the transaction that they typically cant think about anything else. I still ask and ensure I send a reminder in my post-closing communications. In addition, I ask all clients at least 3 times a year for a referral.

The most important thing is to consistently conduct yourself in a manner that deserves great reviews. There will always be incidents when your closest friends and clientele will opt for a competitor. It’s the nature of this business and of the frenetic pace of life. There is tremendous power in a gracious and proactive response in these uncomfortable circumstances. Doing the right thing even when you don’t want to is a clear indication of character. You’ve got this!

Asking for referrals should be completed with consideration and skill "what advice would you give me so that I can help more buyers/sellers? Clients love tonne asked for their advice.

To receive referrals from clients-Ask! If you are customer centric and believe your service to the client is deserving of referrals or a Google review, just ask. Don’t assume clients know where your business comes from. Also, by asking, if they feel you don’t deserve their referrals they will likely tell you. Hearing them out will make you better.

In real estate, asking for referrals and reviews is akin to sharing your open-source project—it's about building a community and showcasing credibility. Just as in coding, where positive reviews enhance the reputation of your project, in real estate, client referrals and reviews are testimonials to the quality of service. Much like rewarding contributors in open source, acknowledging clients for their referrals fosters a positive relationship. It's about creating a network of satisfied clients who not only trust you with their real estate needs but also become advocates for your expertise.

Totally agree! Staying sharp and up-to-date is key. I remember, I once took a course on the latest real estate technologies at Compass - my real estate brokerage. I learned about new tools that helped me serve my clients more efficiently, saving them time and hassle. This not only made my clients happy but also gave me a confidence boost in my services. It’s all about growing and bringing more to the table for our clients!

Keep expanding your knowledge and experience base. This is especially true during slower times in real estate. Learn a new skill or service related to your field and expand your offerings. This could be also offering floor plans, drone photos, historical research, expert witness testimony, classes or even public speaking about the industry. There are many extra services a real estate agent or appraiser can offer which will also extend your networking.

This one is my best. Keep learning to be up to date with market to advise correctly your client. Attending seminars, training, workshop

I'd like to highlight the importance of proactiveness in real estate. I once had a client seeking a home in a competitive market. I used my network to find a property pre-listing, allowing my client to view and make an offer before anyone else. This secured their dream home and deepened their trust in my services. Such thoughtful steps make a lasting impact and set us apart!

In my experience as an agent, taking an educational approach is crucial. I see myself as an advisor who demystifies the process for clients. I share market insights, walk them through each step, and promptly address concerns. This consultative approach shows I'm looking out for their interests, not just closing deals. For example, I once guided a nervous first-time homebuyer by explaining each document thoroughly, introducing them to providers ahead of time, and reassuring them through regular updates. My support eased their worries and built trust. I also believe in setting clear expectations upfront through service agreements outlining roles, timeframes, and mutual responsibilities.

Put their needs in front of your own. There are real estate professionals who are looking to earn a commission, and others who are looking to serve clients. Be a servant. It is so refreshing to people when you are there to help them no matter what they decide and even if it means they don't use your services. No one starves helping others get what they want. It's the right thing to do and, quite frankly, both rewarding and quite fun.

Transparency does it for me. Be transparent about all aspects of the real estate transaction, including fees, potential challenges, and market conditions. Trust is built on transparency. Also, let your personality shine. Send personalized thank-you notes, housewarming gifts, or anniversary reminders to show your appreciation and keep the relationship alive.

Review your Reviews. What I mean by that is read through the past 24 months of client surveys and reviews on places like zillow, etc. Look for themes on what people share that they appreciated most about what you have done for them. This will give one more perspective on what clients value and where to really hone the service you provide to further client satisfaction. I've heard very few people do this, and this exercise has been extremely valuable helping serve my clients better.