Do people really want the ‘white-glove treatment’ in real estate brokerage customer service?
Outlining customer service, or, as we at TRIBUS like to call it, Concierge Support, seems pretty simple, right? Most people assume that constant communication, a sense of guidance, and going above-and-beyond for the customer are all it takes. From the customer’s perspective, however, some data suggests that they may be looking for a totally different experience when it comes to real estate brokerage customer service.
According to a survey done by CEB, people or clients do not become more loyal when the company “exceeded their expectations.” Nor did this increase their likelihood of referring the company to others. In other words, the “white-glove treatment” doesn’t always increase referrals or loyalty.
So what do clients really want?
An effortless experience! When it comes down to it, people are looking for help to fix an issue. Usually, they will only turn to support when they need help with something. However, with all of the new tools at an agent’s disposal, expectations are rising. The power of the internet has made people demand personalization in their interactions. At TRIBUS, our Concierge Support team measures online user behavior so our representatives are ready and informed to begin helping if any issues arise. We also pride ourselves on the following pillars of service:
- Competence – We know our brokerages and their agents expect us to understand their needs.
- Transparency – We try to keep our clients in the loop as much as we possibly can.
- Availability – Whenever a client wants to contact us, we are available!
- Communication – We aim for prompt and honest communication whenever an issue may arise.
- Friendliness – This one is pretty simple. We want our clients to feel at home when they work with us.
Ultimately, the key factor and main goal for TRIBUS’ Concierge Support team is to reduce effort on the agent side. We don’t believe it is necessary to move mountains (although we will try!) We pride ourselves on simple things like returning phone calls and emails promptly, as well as always being a chat away during our business hours. We ensure no communication goes unattended. Oh, and if you prefer the “white-glove” approach to real estate brokerage customer service—we’re happy to offer that as well. See what some of our clients think about our service here.
