What do you do if your commercial leasing clients have high expectations for personalized service?

Before this step- you need your prequalify your clients. If you don’t understand what they need/want then how will you know if you are a good fit for your client (vice versa)? You can set the expectations all you want but if you’re skipping steps…and later find out the client is looking for something completely different, it’s going to be a bumpy ride.

First, try your best to meet that expectation by communicating every important issue to your client. Pride yourself on providing true "personalized" client service. If you represent the Tenant, do so with full transparency, diligence, and care. If you represent the Landlord, do so as well. Communication and information properly disclosed to your client promptly is valuable to invoking a sense of personalization. Show that you respect their position. Furthermore, have a clear intention of getting to know your client and the people who are charged with getting the deal across the finish line, and always follow up promptly with answers to their questions and concerns.

In my experience, clear and frequent communication is key to building trust and satisfaction with our clients. It's about keeping them in the loop every step of the way, whether it's about their lease transactions, market trends, or any potential issues and opportunities that may arise. I make sure to actively listen to their feedback, questions, and concerns, and respond to them promptly and professionally. I believe in using a variety of communication channels, like phone calls, emails, texts, and video meetings, to cater to their preferences and needs. Setting realistic timelines and expectations is important, and I make sure to update them regularly on our progress and any challenges we may face.

In my opinion, leveraging both your team and technology is essential for success in the real estate business. Delegating tasks to team members allows you to focus on the most important aspects of your service, like negotiation and relationship building. It's about working smarter, not harder. Additionally, embracing technology can streamline processes and enhance the client experience. From automated contract management to virtual tours, technology offers valuable tools to provide convenience and value to our clients. It's all about finding the right balance between human expertise and technological innovation to deliver the best possible service.

If your client has high expectations, then that should be reflected in the compensation structure when they sign an agreement with you. If they want top quality services, they must be prepared to pay top quality commission. Make sure to communicate that early. I offer all my clients 3 different tiers of service so they fully understand what they are getting.

In my experience, prioritizing and segmenting clients is essential for delivering tailored and effective service. Not all clients have the same needs or value to our business, so it's important to allocate resources accordingly. For high-value or complex clients, we provide dedicated support to ensure their needs are met efficiently. Meanwhile, we offer more standardized services or self-service options to clients with lower demands. By segmenting clients based on factors like industry or location, we can create customized solutions that address their specific challenges and goals. Ultimately, it's about maximizing our ability to meet the diverse needs of our client base while optimizing resource allocation.

In my view, feedback is crucial for understanding how we can better serve our clients. By actively seeking feedback through surveys, testimonials, and reviews, we gain valuable insights into our performance and areas for improvement. We also recognize and appreciate our loyal clients by rewarding them and encouraging referrals. Referrals not only bring in new business but also validate our reputation and credibility in the market. Ultimately, by listening to our clients and leveraging their feedback and referrals, we can continuously enhance our service quality and strengthen our relationships.

From my perspective, continuous learning and improvement are essential in the ever-changing commercial leasing market. Staying updated on the latest trends and regulations allows me to offer the best possible service to my clients. Whether it's through courses, webinars, or networking with peers, I'm always seeking opportunities to enhance my skills and knowledge. Seeking feedback from mentors and peers helps me identify areas for growth and overcome challenges. By constantly learning and improving, I can demonstrate my expertise and value to clients, exceeding their expectations and building lasting relationships.

In my experience, there are always additional factors to consider in the commercial leasing industry that may not fit neatly into predefined categories. Whether it's sharing anecdotes, highlighting unique client experiences, or discussing emerging trends, this space allows for flexibility and creativity in imparting valuable insights. From navigating complex negotiations to adapting to market shifts, there's always something new to learn and discuss. Ultimately, it's about fostering a collaborative environment where diverse perspectives can be shared to enhance our collective understanding and effectiveness in serving our clients.