Investing in Customer Service Can Help Your Bottom Line C
ustomer service is about being part of a team with your clients, pitching in where you can, and ultimately helping them through a successful transaction. According to Cindy Napp, Realtor-Associate® in Spring Lake, 2022 will be the year of customer service. Napp makes a point to help her sellers clean up their homes and stage it to receive top dollar. When working with buyers, she keeps her rolodex filled with contacts such as electricians and veterinarians to help new homeowners find what they need when they move to the area. “We are all working together to go forward,” said Napp. “This is the most important thing this year for our industry.”
Things are changing in the real estate world. New ways of buying and selling properties have emerged, and the pandemic changed the ways the industry does business. Even with streamlined business processes, Ronnie Glomb, Designated Realtor® and CEO of Your Town Realty, said lack of communication is the number one failure reported on surveys against agents.
BY LEE NELSON
“Communication is the top reason they discount the use of an agent,” said Glomb. “If you don’t want to pick up the phone and talk to customers, it will be really hard to succeed.”
“Things are changing in the real estate world. New ways of buying and selling properties have emerged, and the pandemic changed the ways the industry does business.” Create A Customer Service Plan
Customer service means treating each client the same no matter their price point, said Rachael Hite, a business development specialist with Finance of America Mortgage. Hite helps real estate agents with their business planning, marketing, and customer service. “The client has the same needs. It’s all about the importance of taking care of someone during their homeownership journey,” said Hite. NEW JERSEY REALTOR® | March/April 2022 | 25
