Today we are going to talk about a term well known to real estate agents: customer satisfaction. It's time to pick up the notepad and stay tuned for the best tips on how to ensure customer fulfillment. We can begin to discuss After-Sales, although this is not the most appropriate term to use here. The word after sales gives the impression that the sales process is over, when in fact it is a cycle; only finalized when the customer decides not to enjoy his products anymore. In fact, after-sales is more related to customer satisfaction, even if it doesn't happen only at this stage. Not being an isolated topic pertaining to sales planning or consumer research, customer satisfaction is at the heart of your actions. It must be within each cell that makes up your real estate business. Customer satisfaction is closely linked to the way your business is positioned in the market, with the focus of the customer and not the customer. The focus on the customer (a previous marketing discourse) spoke of looking at the customer, while the focus of the customer speaks of looking through the consumer.

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The importance of customer satisfaction in the stages of selling the property

Each stage of the sale encompasses a type of customer satisfaction. In the initial stages, such as the first contact, the client expects his return to be quick and his initial doubts to be clarified. He also hopes to receive what was promised. If it has been mentioned in your social network that the e-book provided will give you a step by step on how to buy real estate, this is the minimum you will have to provide. The customer expects this material to be really enlightening, with correct, interesting grammar and to assist in the buying / selling process. During the qualification of the sale of a property, the client wants his real estate agent (and the broker involved) to be prepared to serve him. The realtor will need to answer emails quickly, call at the scheduled time, remove all take out and also seek solutions. After the sale, it is important that you continue to be available, solving future problems, and treating you with exclusivity, so that your work is remembered with excellence. This responsibility belongs to everyone. ALL! Not only in the sales sector.

What are the best ways to measure customer satisfaction?

The customer satisfaction survey is the best known way to measure the average impression of the customer about his work. I mean average impression, because it should not be taken as an absolute truth. Everything will depend on how many individuals respond, how the survey will be done, to whom it will be sent and how it was answered. Think about this: if you hold an event, with several perks and benefits, where most of the guests are part of your friendship cycle. At the time the survey responses are requested, they are unlikely to be real. Sometimes the answers are uncertain and inconclusive, since your friends would not want to speak ill of your real estate. The customer satisfaction survey is a good tool, especially if it is well formulated, used in appropriate situations and consistently, to measure and compare results. Another important point is to define a feasible indicator for comparison. It is an illusion to place your goal as 100% satisfaction. No one has such a high standard and he will probably demotivate your team. Try to find out if there is any market average for your region, or even set an initial goal, with actions for possible growth. The most valuable way to measure consumer satisfaction is to watch what they say about you on social media, your website, email or third party websites. One last tip: if you carry out the customer satisfaction survey and disclose the results, have an action plan for the points that were not positive and promote these improvements. Customers like to know they have been heard!

How can you improve customer satisfaction?

First of all: do you, your leaders and the whole team have the concept of customer satisfaction at their fingertips? Do you understand what is the standard of satisfaction in your business or what to do to achieve it? This needs to be very explicit. It is not enough to have in your strategic planning or in your sales actions and techniques, what perhaps more important here are the actions. Start with a well-trained team, where each member knows their role, the processes are aligned and there is a domain of knowledge of products and services. Optimize the navigation of your site, with return to the customer quickly. Be present mainly during the purchase process, look for alternatives and go further. Customer satisfaction is not just a beautiful smile, education, clean uniform, tidy shop. It is a concept, connection, empathy. First of all, understand what your image is before the public. Check comments on social networks, chats, CRM systems, emails , Whatsapp . Talk to him and don't be afraid to ask how you can improve. From there, train your team, make the necessary repairs and communicate! The main thing is that this vision is clear, with the commitment of all. Thus, it will be natural to provide the best service possible. After-sales is an important step, not just sending a birthday card. Invest in good software to optimize and streamline your work; have reliable partners and look for different alternatives to solve the problems; do not transfer your errors and ask for help, call the customer to collaborate with the improvements. A good tip is to think of the moment when you were fully satisfied with a sale? What made you, as a customer, feel it was worth it? Why would you recommend the company? Now adjust these features for your real estate business!

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