Customer Service

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  • Photo of Move over Airbnb, it’s time to share the pool and the backyard

    Move over Airbnb, it’s time to share the pool and the backyard

    The world of real estate services enabled through PropTech changes so fast we’ve completed a round-up of some of the other innovations that have caught our attention. Torii Boston-based disruptor Torii knows that buying a home can be hard. Founded in 2017, the PropTech startup offers homebuyers a full suite of services, including…

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  • Photo of Eyes on the prize

    Eyes on the prize

    In life – and in real estate – change is the only constant. Australia has many property market dynamics, nearly all of which are changing from the slight to the seismic. The best way agents can strategise to thrive through the market’s inevitable changes is to have a plan they can implement daily – one…

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  • Photo of Make it then break it: John Percudani on meeting the agile challenge

    Make it then break it: John Percudani on meeting the agile challenge

    Realmark might already be a hugely successful and highly-awarded agency, but Managing Director John Percudani is set to pull apart his business model then reassemble it piece by piece in a bid to improve the customer experience. When Realmark Managing Director John Percudani talks of ‘agile business’ and the ‘customer journey', he’s not just paying…

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  • Photo of Winning campaign gives power to the people

    Winning campaign gives power to the people

    There aren’t too many people more equipped to sing the praises of Keperra than Glen Milliner. A former Queensland cabinet minister, Glenand his wife Kay raised their three children in the family-friendly suburb nine kilometres north-west of the Brisbane CBD. In a 68-second Why Buy Here video for Harcourts Solutions, the couple face the camera…

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  • Photo of How to build customer loyalty with diversification

    How to build customer loyalty with diversification

    Diversification isn’t a new concept; almost every agency offers both a sales and property management service, after all. But tech tools can take this much further. You don’t have to use one to use another, but together these tools help you provide a great customer experience: from the first touchpoint, through to moving day and beyond.…

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  • Photo of How your people skills can improve your property retention rate: Danelle Hunter

    How your people skills can improve your property retention rate: Danelle Hunter

    The true value of a real estate business lies within its rent roll, and the number of properties managed can often mean the difference between a business running at profit or a loss. In order to really harness their true potential, it’s pivotal that property managers maintain a strong customer retention rate and leave a…

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  • Photo of Consistently Inconsistent: Mark McLeod

    Consistently Inconsistent: Mark McLeod

    I like to compare real estate to golf, as the ball itself remains motionless on impact. You would think that it would make it easier, but no. As technology comes more into play, sometimes getting back to the raw essence of how this industry operates in its purest and simplest form can help an agent…

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  • Photo of Defying the Disruptors: Rob Ward

    Defying the Disruptors: Rob Ward

    The constant speculation around industry disruption led me to attend Inman Connect San Francisco last August – a real estate conference exploring current industry trends and technology, and focusing on how agents can leverage the benefits of changes and innovations to grow their businesses. From the moment I stepped into the conference, one thing was…

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  • Photo of Know Your Customer: Using Data to Build Trust and Advocacy

    Know Your Customer: Using Data to Build Trust and Advocacy

    In a notable change in direction to the spiralling property values of late, the latest CoreLogic data has revealed a 1.1 per cent drop in dwelling values across five capital cities in the past quarter, with Sydney down further at 1.6 per cent. It’s only a small decline. But at a time where housing affordability…

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  • Photo of Winning Big

    Winning Big

    Let me tell you about an amazing App for your phone. You don’t need to download it from the App store; it’s already there and it’s the best way to get organised in the new financial year. I’m amazed by how many people wait until the end of the calendar year to reflect on achievements…

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  • Photo of How to Plan Your Pipeline: Josh Phegan

    How to Plan Your Pipeline: Josh Phegan

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  • Photo of 7 Habits Of Highly Unpopular Agents: Kylie Davis

    7 Habits Of Highly Unpopular Agents: Kylie Davis

    Why do real estate agents have a poor professional reputation? The truth can be found in the fact that, while agents are paid for by the vendor, they also service buyers. But without a financial incentive to excel, it’s buyers who have some of the worst experiences and who then delight in telling their friends.…

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  • Photo of It’s Written All Over Your Face: Alan Stevens

    It’s Written All Over Your Face: Alan Stevens

    Using a face-reading technique called Rapid Trait Profiling combined with analysis of facial expressions and micro-facial expressions, as well as NLP techniques, Alan is very quickly able to determine someone’s personality and emotions – even if that is something they are trying to conceal. “I clear rooms,” said Alan on the topic of what ‘exactly’…

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  • Photo of The Power of Agents: Kylie Davis

    The Power of Agents: Kylie Davis

    If you want to stand out from the crowd of real estate agents, focus on the value of your relationships. While many speakers at the AREC 2017 conference focused on systems, processes and goal setting for winning transactions, speakers like Leonard Steinberg, the ‘gentleman’ broker of New York, and Charles Touma from BresicWhitney explained their…

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  • Photo of Four Ways to Respond Faster To Your Clients: Kylie Davis

    Four Ways to Respond Faster To Your Clients: Kylie Davis

    THE MOST POWERFUL SKILL agents can develop to build trust with their clients is communication, according to both research and popular opinion. But sadly there is a dramatic difference between how the majority of real estate agents define ‘good communication skills’ and the definition held by consumers. Kylie Davis provides four ways that you can…

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  • Photo of 8 Real Estate Resolutions to Deliver Great Customer Service

    8 Real Estate Resolutions to Deliver Great Customer Service

    New research shows that delivering great customer service to vendors and buyers can turbocharge your real estate business by increasing referrals and creating customers for life. Kylie Davis suggests some practical resolutions to ensure you see benefits of adequately serving both groups. The Consumer Perceptions of Real Estate Agents research from CoreLogic identifies that 36…

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  • Photo of The ‘Hit and Stick’ Philosophy

    The ‘Hit and Stick’ Philosophy

    The term ‘Hit and Stick’ was coined by Isaac Newton to describe the momentum theory, whereby objects collide and stick together. It is used in rugby as well. In real estate, however, it could apply to a committed approach to client service – upon initial contact, we stick with them, as Cameron Nicholls explains. With…

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  • Photo of What They Really Need: Josh Phegan

    What They Really Need: Josh Phegan

    In the digital age, showing that we’re human is more important than ever. High performance real estate coach and trainer Josh Phegan highlights how great agents create a unique bond with their customers and why personalised service wins. We live in a remarkable time. While the industrial revolution gave birth to huge factories and complex…

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  • Photo of Hard Work, Hustle, Discipline: Gavin Rubinstein

    Hard Work, Hustle, Discipline: Gavin Rubinstein

    There’s no denying the incredible rise of Gavin Rubinstein. From fast food, to the number one agent in Ray White NSW, there’s one thing all of Gavin’s past roles have had in common: customer service. Honing those skills is something Gavin’s been working on since he first entered the workforce as a McDonald's employee. “I…

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  • Photo of When Does Customer Service Really Start: Mark McLeod

    When Does Customer Service Really Start: Mark McLeod

    So much is written and discussed about customer service in our industry, says Mark McLeod, but the question is: when does someone start being our customer, and where – if ever – does it finish? At a recent international conference, I attended with a team from Ray White, this very topic was a major discussion…

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  • Photo of Customers, Not Categories

    Customers, Not Categories

    Brand is the experience, through service, that you create for your customer. Mark McLeod discusses why you should forget the labels and provide excellent service to all. One of the interesting industry skill sets that have been developed amongst real estate agents is what I refer to as ‘to categorise a person’. We are taught…

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  • Photo of 4 Rules for Building a World-Class Referral Network

    4 Rules for Building a World-Class Referral Network

    TIM FERRISS IS AN ENTREPRENEUR, angel investor and author of the New York Times bestseller The 4-Hour Work Week. Kylie Davis applies his rules to the real estate industry, based on the findings of CoreLogic’s recent survey on Consumer Perceptions. I HEARD TIM FERRISS speak at AREC 15 and I have to confess I became…

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  • Photo of Anticipate is The New Exceed

    Anticipate is The New Exceed

    TROY HAZARD asks the question, “Is it enough to emphasise excellent customer service, or can we do more to meet our clients’ needs?” TWENTY YEARS ago businesses all over the world were using the same catch-cry to their teams: ‘We need to exceed our customers’ expectations in order for us to be the (insert industry…

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  • Photo of The Power of the Past

    The Power of the Past

    JOSH PHEGAN DISCUSSES HOW to turn every sale into a long-term relationship. FORGET THE adage ‘the past will come back to haunt you’. Real estate agents should strive to ensure the past comes back to help them. The trouble is, many agents don’t look at the big picture or view their career as a long-term…

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  • Photo of Creating Advocates In Your Community

    Creating Advocates In Your Community

    SOCIAL AND COMMUNITY management is neither cheap nor easy, and it cannot be ‘KPI-ed’ into submission with a basic equation of time spent = listings garnered. You need to understand social media content is a reputation tool and reputation is something that can be directly linked to sales outcomes. SOCIAL MEDIA IS increasingly the first…

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  • Photo of Serving is the new selling

    Serving is the new selling

    How are you really helping the consumer? This post by Greg Harrelson, real estate broker-owner with Century 21 The Harrelson Group in Myrtle Beach, S.C., was originally posted on ActiveRain. The real estate industry is changing faster than we know. We can keep our eyes on the new technologies that are coming out, but the…

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  • Photo of Broome Gangnam Style

    Broome Gangnam Style

    This agent reached the top of Youtube for his suburb by this clever piece of video marketing.

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  • Photo of Bring back the handwritten note

    Bring back the handwritten note

    How long since you wrote someone a note, with a pen and paper? Here are five reasons to get the ink flowing and make a real impression on your prospects and customers. I was reading an article on Harvard Business Review Blogs the other day discussing the near extinction of the handwritten note. It wasn't…

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  • Photo of How Authentic is Your Business?

    How Authentic is Your Business?

    A business with an authentic story attracts more prospects and keeps its customers for longer. Justin Cooper explains why. We automatically trust and feel more comfortable doing business with a company that has an authentic story. It’s all to do with how the brain works when we make decisions. The human brain is a bit…

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  • Photo of Best of Both Worlds

    Best of Both Worlds

    Darren Cole, CEO of Landmark Harcourts, says that there are things that both city and country agents should learn from each other. Do you remember old Aesop’s fable of ‘The Town Mouse and The Country Mouse’, where the proud city mouse visits his country cousin? The country mouse provides a meal of simple rustic fare,…

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  • Photo of Is 6 Out of 10 OK?

    Is 6 Out of 10 OK?

    Meatloaf once said, “Two out of three ain’t bad”. Your teacher hands back your test results and you’ve been given six out of 10. Are you satisfied with that result? After all, six out of 10, or 60 per cent, is a pass mark. Shouldn’t you be striving for full marks? A current client(buyer or…

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  • Photo of Keeping Your Clients Safe From Your Competitors Advances!

    Keeping Your Clients Safe From Your Competitors Advances!

    What do you do when your competitors are trying every trick in the trade to seduce your clients and take your listings? Terri Cooper, from Real Estate Mastery, explains how to keep your clients loyal. Some of your competitors will be aggressive, persuasive and will succeed in getting your client's attention. If that happens, there's…

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  • Photo of Localised customer service remains number one in the technological age

    Localised customer service remains number one in the technological age

    While technology and social media have considerably changed real estate marketing practices to give properties international as well as local exposure, the most effective marketing is still done locally. This month, Sold Magazine talks to Jin Lim of Printforce, about some of the tools and tricks to optimise your local marketing efforts. Localised customer service…

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  • Photo of When service becomes overzealous

    When service becomes overzealous

    Have you ever devised a customer service process that irritated your customers more than delighted them? The key to success, says Sadhana Smiles, is to make sure that you understand that everyone is different, and adjust your processes accordingly. Delivering that “blow away” client experience is what most businesses strive to do. We create processes…

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  • Photo of Word of mouth – Priceless!

    Word of mouth – Priceless!

    Smart marketing is all about building strong networks that include prospects, clients, raving fans, referral partners and alliances. As we all know the most powerful marketing is word of mouth. Receiving a recommendation from a credible source is the strongest marketing assistance you can get. So how do you go about cultivating this powerful marketing…

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