{"id":868,"date":"2018-09-18T16:51:48","date_gmt":"2018-09-18T16:51:48","guid":{"rendered":"https:\/\/www.answerconnect.com\/resources\/?p=868"},"modified":"2023-09-07T05:47:56","modified_gmt":"2023-09-07T05:47:56","slug":"essential-client-service-tips-for-real-estate-brokers","status":"publish","type":"post","link":"https:\/\/www.hellosells.com\/resources\/articles\/essential-client-service-tips-for-real-estate-brokers\/","title":{"rendered":"Client service tips for real estate brokers"},"content":{"rendered":"<div class=\"breadcrumbs align  wp-block-bcn-breadcrumb-trail has-text-color has-background\" vocab=\"https:\/\/schema.org\/\" typeof=\"BreadcrumbList\">\n\t<span><\/span>\n\t<span property=\"itemListElement\" typeof=\"ListItem\"><a property=\"item\" typeof=\"WebPage\" title=\"Go to HelloSells.\" href=\"https:\/\/www.hellosells.com\/resources\" class=\"home\" aria-current=\"page\"><span property=\"name\">HelloSells<\/span><\/a><meta property=\"position\" content=\"1\"><\/span><\/div>\n\n\n<p><span style=\"font-weight: 400;\">Relationships matter in the real estate industry. Understanding your clients and what they need in a property is essential in building a successful brokerage. Here are some client service tips for real estate brokers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As a real estate professional, you\u2019re probably pretty good with people. You understand the importance of empathy, listening, and striking the right tone with every interaction. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">(Check out our guide to <\/span><a href=\"https:\/\/www.hellosells.com\/resources\/articles\/how-to-answer-the-phone\/\"><span style=\"font-weight: 400;\">providing great customer service over the phone<\/span><\/a><span style=\"font-weight: 400;\">.)<\/span><\/p>\n<h1><span style=\"font-weight: 400;\">Setting up customer service for your real estate brokerage<\/span><\/h1>\n<p><span style=\"font-weight: 400;\">Providing great customer service as a real estate broker is about more than those one-on-one interactions, though. A solid customer service infrastructure gives you a system to handle your inbound calls with maximum efficiency and minimal effort.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here, we\u2019ll talk about three essential client service tips for real estate brokers like you.<\/span><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">A <\/span><b>live answering service<\/b><span style=\"font-weight: 400;\"> helps you respond to your clients 24\/7\/365. <\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-weight: 400;\"><b>Lead capture forms<\/b><span style=\"font-weight: 400;\"> make it easy for you to turn your website visitors into clients. <\/span><\/li>\n<li><span style=\"font-weight: 400;\">Customer Relationship Management (CRM) <\/span><b>software integrations<\/b><span style=\"font-weight: 400;\"> organize your customer data and put it where you need it to be.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h1><span style=\"font-weight: 400;\">24\/7 live answering for real estate brokers<\/span><\/h1>\n<p><span style=\"font-weight: 400;\">Real estate is a competitive business. Being responsive to your callers and website visitors is the first tip for providing great client service as a real estate broker. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">If people struggle to get through to you and your team, they\u2019ll probably look elsewhere for help buying their house or other property.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So <\/span><b>who\u2019s answering your phone?<\/b><span style=\"font-weight: 400;\"> And how easy is it for your callers to reach the best person in your office to help them?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A 24-hour live answering service gives you an instant virtual receptionist, and more. Here are a few of the benefits of adding this to your customer service system:<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">You\u2019re always open<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A virtual receptionist service means your clients will never reach voicemail. Even when you and your team are busy showing a property or on the phone with another client, the virtual receptionist is there to greet every caller with a friendly, professional voice.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you make your clients work hard to get in touch with your brokerage, chances are they won\u2019t do it. Instead, they\u2019ll call a competitor with stronger customer service and give their business to them. <\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Lead qualification<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">If your marketing is working well, you\u2019ll generate a lot of inbound calls. That\u2019s good, but it can be a challenge as well. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Why? Because not all those inbound calls have the same value. Some are serious people ready to invest in real estate, while others may be just dipping their toe in the water. You\u2019d like to work with all of them, but realistically, you have to prioritize.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A virtual receptionist helps you do that. The receptionist answers your phone right away, so your callers know their business is important to you. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">But the receptionist also helps you respond appropriately to those calls. With a few simple questions you design, the receptionist can sort your inbound calls by priority. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">The hottest leads get routed directly to you or the agent best suited to handle them. For less critical leads, the receptionist takes a detailed message so you can follow up later. <\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Quick call routing <\/span><\/h2>\n<p><span style=\"font-weight: 400;\">As your brokerage grows, you\u2019ll add more agents. That\u2019s success! But getting inbound calls to the right person takes some thought and planning.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A live answering service can make call routing smooth and painless\u2014for your team and your clients. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">When someone calls your office, the receptionist who answers politely asks the reason for the call. If the caller is trying to reach a specific person with whom they\u2019ve already had contact, they can be routed immediately. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">If the caller hasn\u2019t spoken to anyone yet, the receptionist can determine the type of call\u2014maybe this relates to the kind of property they\u2019re looking for, or the location. Once that\u2019s been determined, the receptionist can handle the call appropriately. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Your callers reach the right person on your team without being bounced around or wasting time. And respecting your callers\u2019 time is a critical element of great customer service. <\/span><\/p>\n<h1><span style=\"font-weight: 400;\">Lead capture for real estate brokers<\/span><\/h1>\n<p><span style=\"font-weight: 400;\">While many of your clients may come to you by phone, a complete customer service plan for your real estate brokerage should also include your online visitors.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You probably already have a website, where people can get to know your team and the kinds of properties you can show them. Maybe you even have a web form they can fill out to give you their contact information.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But what happens when they submit the info? Does their email address just get added to a list for your next newsletter? That\u2019s better than nothing, but you can do more.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A 24\/7 live answering service can help. When someone submits their contact info through your web form, it triggers an alert. The receptionist can then call the person to start building your relationship with that potential client. <\/span><\/p>\n<h1><span style=\"font-weight: 400;\">CRM integrations for real estate brokers<\/span><\/h1>\n<p><span style=\"font-weight: 400;\">CRM is your best friend, helping you stay on top of all your clients to provide personalized service. Connect your virtual receptionist service to your CRM for a silky smooth workflow<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As you know, relationships are critical in the real estate business. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">A good CRM (customer relationship management) application is your best friend when it comes to handling those relationships.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A virtual receptionist service can be integrated with your CRM, so that call data\u2014who called, when, and why\u2014can be pushed automatically into your system.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This helps you keep track of each time your brokerage has interacted with a client\u2014even if different people spoke with them. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">CRM integrations also put all the information you need about a client at your fingertips whenever they call. You know where they are, what kind of property they\u2019re looking for, and any other important data you need to help them.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A CRM integration makes your customer service more efficient and more accurate. Your clients will appreciate how easy it is to do business with you!<\/span><\/p>\n<h1><span style=\"font-weight: 400;\">Virtual receptionist scripts for real estate brokers<\/span><\/h1>\n<p><span style=\"font-weight: 400;\">When someone calls your real estate brokerage, your virtual receptionist answers with a friendly, professional greeting.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Then, the script you\u2019ve designed for your account helps the receptionist categorize the call and respond appropriately.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s take a simple example. Here are some pieces you might combine to create your script.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Answer phrase<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The answer phrase is the greeting you specify for your virtual receptionist to use. It might be something like \u201cThank you for calling Home Sweet Home Brokerage. How can I help you?\u201d <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Your virtual receptionist service will help you choose a greeting that works for your brokerage.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Contact verification<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Caller ID technology makes it easy to tell who\u2019s calling you, in most situations. Your virtual receptionist should have software to identify your caller and auto-populate your message fields with their name and phone number, if they are an existing contact for your business.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If it\u2019s a new caller, this is the stage where the virtual receptionist will verify the information to be sure things are accurate going forward. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Depending on your needs, the receptionist might ask the caller to spell their name and confirm the best number at which to reach them.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Call type<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Another important client service tip for real estate brokers is that not all calls have the same value to you as a broker. At the Call Type step, the receptionist categorizes the call into one of a few options you\u2019ve chosen for your account.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These could be whatever works for your business. Most likely, you\u2019ll want to keep the Call Type list fairly short, but it should include the most common reasons people call you.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Calls that don\u2019t fit any of your most important types can be categorized as \u201cOther.\u201d<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Buyer<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Most likely, the first thing you\u2019ll want to know after confirming who\u2019s calling is whether they need to buy or sell property.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When the receptionist chooses this call type, the Buyer branch of your script will appear with additional questions related to buying a house or other property. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you wish, you can set up a rotation so that your brokerage\u2019s agents receive these messages when it\u2019s their turn. <\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Seller<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">As with the Buyer call type, the Seller call type allows you to include a series of questions or script statements related to this client need. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you have specific agents or a team dedicated to assisting people with the sale of property, these messages can be routed directly to them.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Specific People<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">When a client is already working with an agent on your team, they might still occasionally call the main office instead of contacting that person directly. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">When they do, this call type allows you to take a message for the agent and tag it with their name, so they can respond as soon as possible. <\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Other<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">There will always be calls that don\u2019t fit any of your usual call types. Having a catch-all \u201cother\u201d category lets your receptionists bundle these calls together so you can deal with them when you are able to.<\/span><\/p>\n<h1><span style=\"font-weight: 400;\">A customer service system helps your brokerage grow<\/span><\/h1>\n<p><span style=\"font-weight: 400;\">With these client service tips for real estate brokers, you can put a solid customer service system in place to help your clients achieve their real estate goals.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You\u2019ll be able to focus on client needs rather than phone calls, messages, or bookkeeping. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Have any questions about how a virtual receptionist service can help you build a great customer service flow for your brokerage? <a href=\"https:\/\/www.hellosells.com\/\"> Get in touch <\/a> <\/span><\/p>\n<div style=\"overflow:hidden;height:90px;background:#FFF url(https:\/\/ebusinesspages.com\/i\/bV.png) no-repeat left top;height:98px;max-width:350px;min-width:210px;float:left;padding:0px;margin:4px 73px 0px 0px;position:relative;z-index:110;\">\n<a style=\"font-family:Verdana;float:left;color:#0d4D94;text-decoration:none;\" href=\"https:\/\/ebusinesspages.com\/HelloSells_ekjwu.co\"><\/p>\n<div style=\"font-family:Verdana;float:left;height:90px;padding:5px;\">\n<h3 style=\"font-family:Verdana;font-size:10pt;margin:0px 0px 3px 0px;white-space:nowrap;\">HelloSells<\/h3>\n<div style=\"font-size:8pt;\">1033 SE Main St, Portland,<br \/>Portland, OR<br \/>97214<br \/>\n<\/p>\n<div style=\"background:#FFF url(https:\/\/ebusinesspages.com\/i\/ContactIcons.png);height:16px;width:16px;margin:5px 3px 0px 0px;padding:0px;float:left;background-position:center -95px;\">\n<\/div>\n<div style=\"background:#FFF url(https:\/\/ebusinesspages.com\/i\/ContactIcons.png);height:16px;width:16px;margin:5px 3px 0px 0px;padding:0px;float:left;background-position:center -48px;\">\n<\/div>\n<div style=\"background:#FFF url(https:\/\/ebusinesspages.com\/i\/ContactIcons.png);height:16px;width:16px;margin:5px 3px 0px 0px;padding:0px;float:left;background-position:center -64px;\">\n<\/div>\n<div style=\"background:#FFF url(https:\/\/ebusinesspages.com\/i\/ContactIcons.png);height:16px;width:16px;margin:5px 3px 0px 0px;padding:0px;float:left;background-position:center -32px;\">\n<\/div>\n<div style=\"background:#FFF url(https:\/\/ebusinesspages.com\/i\/ContactIcons.png);height:16px;width:16px;margin:5px 3px 0px 0px;padding:0px;float:left;background-position:center -16px;\">\n<\/div>\n<\/div>\n<\/div>\n<p><\/a>\n<\/div>\n<div style=\"background:#FFF url(https:\/\/ebusinesspages.com\/i\/bV.png) no-repeat right top;height:98px;width:73px;float:left;padding:0px;margin:4px 0px 0px -73px;position:relative;z-index:100;\"><a style=\"float:left;height:30px;width:100%;\" href=\"https:\/\/ebusinesspages.com\/\"><\/a>\n<\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":2582,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[],"class_list":["post-868","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v17.9 (Yoast SEO v17.9) - 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