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 Carmen Rodriguez, a broker associate with Coldwell Banker Residential Brokerage in Edgebrook, who shared with us her ways to make sure you’re providing stellar customer service.
5. Are you satisfied you are doing everything you can to meet your clients’ needs? I’m my own worst critic, so when I’m not doing my best, I know it. It’s important to review your own practices and be honest with yourself about what you can do better. Then, do better.
4. Track your repeat and referral business. When people think you did a good job, they’re more likely to use you again and even more likely to refer you to people they value and care about. If colleagues and ancillary service providers connect you with their valued customers, that’s a sign you’re doing well. Keep up the good work.
3. Try new things. Often, we get caught up doing things the way we like to do them, not necessarily the way they work best. I’m always looking for new ways to connect, new ideas to sample. Chicago has a slower winter season than many other markets. Use it to read and become more of an expert. Quality service comes first from knowledge.
2. Be genuine. People know when you’re putting on a tone of voice, wearing clothes that don’t suit you, formulating a prescribed thought instead of speaking candidly. Be yourself and you will connect sincerely with your clients. This is critical to building trust and ensuring your clients feel valued – and that they value you, in return.
1. Ask. Ask your clients what they want from you and deliver. Ask your clients if there’s anything more you can do and, if you can, do it. Ask your colleagues what their best experiences have been working with you or other great service providers, and adapt your services, as appropriate, to your business. Ask yourself what you would want, and make sure you meet your own highest standards.
Carmen Rodriguez is a broker associate with Coldwell Banker Residential Brokerage in Edgebrook. With more than 15 years of combined experience in long-range financial planning, real estate portfolio management, traditional and distressed sales, product placement and marketing, client service and process improvement, Carmen has an extensive referral network and can assist clients with finding the right resources for all aspects of a real estate transaction. She is the chair of CAR’s Subcommittee on Cultural Diversity and a member of the Government Affairs Committee.