Laura Goldstein-Washington is a Realtor with Habitation Realty
Every week, we ask a real estate professional for their Short List, a collection of tips and recommendations on an essential topic in real estate. This week, we talked with Laura Goldstein-Washington, a Realtor with Habitation Realty, about how to ensure your clients are satisfied.
Referral and repeat business are the most sincere compliments a client can give. Thus ensuring client satisfaction is vital to an evolving relationship. Here are my top tips to exceed client expectations, and create an overall positive experience for all parties involved for a long lasting relationship.
6. Approachability
The home buying experience can be an emotional and stressful experience, which can often times feel intimidating with all the unfamiliar terms and contracts. When beginning a new relationship, it is key to make your clients feel comfortable, understand you are their ally and resource, and welcome all conversation.
5. Communication
Every relationship needs good communication. It is extremely important to have open dialogue to understand how your client prefers to be contacted and the frequency they need for comfort. But even more important is to perform upon their requested needs, ultimately earning their respect.
4. Availability
Promptness and a sense of urgency are characteristics of top agents. By consistently arriving early for appointments, promptly returning phone calls and emails, and being available on their time schedule, you are emphasizing your client’s importance by respecting their time, and approaching all matters with a sense of urgency.
3. Proactivity
Every client wants to feel like they are a top priority. The best way to show this is by being proactive in every aspect of the process. This builds trust and sets the tone for a smooth transaction process.
2. Positivity
Positivity is contagious, and an upbeat attitude can have a tremendous impact on your client’s experience. By being positive and energetic with your clients, they will in turn look forward to interactions with you and value your input.
1. Follow-Up
Follow-up is vital to expanding the relationship. Whether it’s an email, phone call, newsletter, etc. they just want to know you are thinking of them and that you haven’t forgotten about them. Exercise follow-ups with something value added, to engage their attention and continuously stay on top of their minds. And, a hand written thank you note is always a rare treat in our electronically driven world!
Laura Goldstein-Washington, a Realtor with Habitation Realty, is native to Houston, since the age of one. She is a hustler by nature, and is brimming with energy and passion as she enters the bustling real estate industry. Laura’s focus is to integrate her expertise in sales, marketing and customer service, with her extensive hometown insight, to create a unique client-centric/business approach, validated by performance.