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The Biggest Customer Turn-Offs in Real Estate and How to Avoid Them
To be successful in serving buyers and sellers, you need insight into the client experience and customers' likes and dislikes. You must know what makes them happy vs. what could cause them to reconsider hiring you as their agent.Â
While not every aspect of the transaction is within your control, your actions are, and you must do what you can to ensure your customers are satisfied. After all, high customer satisfaction is key to building a business that thrives for the long haul.
Now, let's discuss some of the biggest turn-offs, according to customers, and strategies for avoiding them.
1. Lack of CommunicationThe first problem many customers in the industry cite when working with a real estate agent is a lack of communication. Whether this means failing to respond to their calls, texts, or emails or simply not providing updates and follow-ups when necessary, lack of communication can cost you your reputation. Communication is the simplest way to show a client that you are thinking about them and putting in the required time and effort.
Being busy balancing multiple clients and projects at a time is no excuse for a lack of communication, especially given today's advanced automated and AI-driven technology. By setting up tools like chatbots, automated emails and text messages, and automated reminders, staying consistent with your customer communication shouldn't be a problem.Â
2. Not Sharing Market KnowledgeUnderstanding the current market conditions is extremely important to both buyers and sellers. Buyers want to know that they will be paying a fair price for a property they purchase and that its value will only increase over time. On the other hand, sellers want to ensure they can get a good price for their property in the current market. Clients don't appreciate when an agent keeps them in the dark regarding market conditions or isn't being honest with them.
A simple fix is regularly sending automated Market Watch Reports to your customers. This will keep them informed on current market conditions and allow them to decide for themselves when it's the right time to buy or sell a property. In the meantime, it enables you to build trust, causing them to want to turn to you for representation when the time comes.
3. Lack of Information Regarding ExperienceAnother attribute that can turn off customers, and even potentially make them suspicious, is not sharing any information regarding your skills, services, and experience. Like market knowledge, this information plays a major role in building trust.
Sharing important details about yourself with clients and prospects is easy with a user-friendly, SEO-optimized real estate website. Your real estate website provides the perfect opportunity to share your credentials and experience in your bio, publish valuable content on your blog, and give a solid overview of your skills and services.
4. Neglecting Needs and PreferencesWhen you first meet with a potential client, the first thing you should ask them is what they are looking for in a property. These details should inform the actions you take from there on out. When you ignore a client's needs and preferences, you end up wasting both your and their time. Besides, customers will see the fact that you couldn't cater to their needs as a red flag.
With organized client profiles in your CRM, have confidence that you'll never lose sight of what your customers are searching for, and always cater directly to their needs, preferences, and budgets.
5. Not Marketing the Property EnoughThe greatest thing that turns off sellers is not getting their homes sold within a reasonable amount of time. Sellers hire you for the sole purpose of selling their home, and they expect you to deliver. What's the fastest way to sell a home? By marketing the property.
For a listing to find the right buyer, you must leverage all the necessary digital marketing tools such as targeted advertising, social media, video and virtual tour technology, and more. Hosting a broker's open and an open house are also effective strategies for marketing the listing.
Real Estate Technology Can Increase Customer Satisfaction
With AI and machine-learning automation at the forefront of innovation, real estate technology has climbed to unforeseen heights. Without it, your real estate business could get left behind, while your competitors forge ahead.
DeltaNET®, the most automated, customizable all-in-one platform in the marketplace fully integrated with real estate brokerage websites and agent subdomains, offers you all the tools you need to avoid these off-putting behaviors, leading to greater customer satisfaction. Avoiding these behaviors makes the transaction more successful and ultimately brings about better reviews and future referrals.
