5 min read

Are you getting Great Customer Service in Real Estate?

Written by

Roger Southam (MD/Broker)

Published on

March 10, 2023

How annoyed do you get when you receive bad customer service? Does it turn you off from the business giving bad service? Do you tell your friends? Do you find alternatives to use?

I am pretty sure the answer to all of the above are yes and you have every right. You pay your money and you make your choice – right? RIGHT!

Real Estate Service

Well, I am constantly amazed at the levels of service in real estate brokerage, and not in a good way. I have encountered agents acting for a seller who have handed their clients over to me to speak with, to look after, to engage with. I have seen correspondence that has made my hair stand on end and I could conceive of talking to my worst enemy in that way, let alone my client! Where does this lack of service come from and why do people feel it is okay?

At your service

Customer service is an interesting concept. It can be seen as being subservient and having to do what someone else wants or directs. It can have a stigma attached where the server can feel looked down upon. Indeed, some can look at servers as slaves and treat them the same as well. Oh, they will dress it up nicely and they will put a good gloss on it. But in the end, it is a servant/master role.

This I believe is where the confusion and misunderstandings start from. Customer service is about doing the right thing, about meeting your clients needs, about being on top of what you are doing. The customer is always right? Usually, yes, but giving good service is not about being sycophantic. Rather, it is about say what do and do what you say. It is about being open, honest and transparent. It is about delivering the clients needs and wants in the best way possible.

Service to the end

I have been at the forefront of the customer service revolution and evolution over the last 40 years in real estate and when I arrived in Grand Cayman, I realised there was still a long way to go. That may sound rude but in reality, it is just a point of view. If brokers are happy with the service they are giving then that is fantastic and all power to them. With MyRealtor we will always strive to give the best service. To give our clients the best experience. To explain to our clients why something cannot be done or why something has to be done. We will go the extra mile with a smile. We will be there to guide and lead them. And most of all we will do it at great value because value and service go hand in hand.

Value added service

Great service deserves rewarding? Absolutely! But truly great service is done at the best value for the client. Truly great service is not about charging the highest price. Truly great service keeps clients coming back. Truly great service gets clients talking about you to their friends and family for the right reasons. Truly great service spreads virulently. Truly great service is recognised from the get go. Truly great service is appreciated. Truly great service ……. is what MyRealtor is all about and aims to deliver every time!