It was predicted that “nimble will be the new normal” in 2018 by industry experts and it appears they hit the nail on the head with Australian living standards being challenged more than ever! From the housing market’s rapid changes forcing a new approach from sales agents and property managers, to the home loan industry experiencing a shakeup of its own due to the banking royal commission.
Yes the outlook looks challenging but the good news is that the customer needs us now more than ever before. The beauty about this opportunity is that we have all the solutions to many of their challenges that will make us look like heroes in their eyes.
Many offices are now dialing up their customer service offering. Why? The most successful brands and businesses shape their customer experience by embedding more value for their customers. What this means is that the key to one’s future is the customer, not the market conditions or competition. Agencies are already making the switch from being traditional transaction providers to a more “real estate solutions provider”, so don’t get left behind!
The Ray White Home Now service is all about extending the customer experience of your office:
- Communicate – We customise our scripts to suit your business, to deliver a seamless customer experience from your office.
- Personalisation – The solutions we provide your customers are made to suit them and their circumstances. If they want to stay with a particular provider then we’ll support this. We check them into their new home just like a 5 star hotel.
- Exclusivity – On your behalf, we can now provide exclusive offers and services to your customers including exclusive deals with Woolworths or even ‘dinner on us’ from Domino’s.
- Empathise – Moving is stressful and listening to the story that led them to move homes can uncover further real estate opportunities for your business.
You don’t have to be a large office to introduce customer service into your business. We can help you arrange your very own customer experience service proposition that is customised to suit your business and your workflow. Over 30% of the Ray White network have already adopted this and it doesn’t cost them a cent! In fact they’re rewarded for implementing exceptional customer service.
Don’t forget – customer data is the most important asset you have! Don’t be frugal in giving it away to a third party just because that’s the way you’ve always done it. Every time we send a customer to a third party we’re giving away the relationship opportunity – they have their own agenda and in most cases, their agenda is not your agenda. You’ll also not be recognised for their services in the eyes of the customer.
