In a recent message to Weichert affiliates, Jim Weichert, the president and founder of the Weichert family of companies, shares some of his thoughts about customer service.
It has been said that the traditional way of doing real estate is on its way out. The reasoning goes as follows. A growing demographic of tech-savvy buyers with information at their fingertips relies less and less on the assistance of real estate agents when buying a home. So, if real estate agents are to stay ahead of the curve, they have to respond to buyers' increasing demand for instant information. A recent article in the Boston Globe describes this trend.
It makes absolute sense that if more and more buyers want to communicate by IM chat or text message and seek out real estate professionals on social networking sites, real estate agents should accommodate. But it's misleading to say that technological expertise can replace the essence of salesmanship: personalized service. It never gets old.
Jim Weichert explains.
Personalized Service is Still King.
That's Why People Buy People Before Products or Services.
No one can deny the positive impact the Information Age has had on real
estate. A significant number of buyers search online for a home, and there
are hundreds of real estate blogs and other Web sites that provide
consumers with information about the industry. At the same time, people
have begun relying heavily on e-mail when communicating.
While this is all well and good, please never lose sight of this fact:
While the Internet and e-mail can be effective in delivering information,
it can never replace personalized service. A computer can't close a
transaction, just like an e-mail alone will not typically win you a new
Our business was built on service, and we all need to be salespeople,
first and foremost. Remember to take your clients to tour properties
first-hand and not just virtually. Follow-up on your e-mails with a phone
call the same way you would have for a postcard or mailer.
Remember, people buy people before products or services.
We share this philosophy at Weichert, Realtors - Channing Real Estate. While we continue to embrace innovative ways selling real estate, we'll always roll out the red carpet for our clients. It's personalized attention and the human touch that make our services unique.