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 DeAnna Kansas, an agent with Atlanta Fine Homes Sotheby’s International, about her tips for providing customer service that’s out of this world.
- Have a process – As an agent, this helps you stay on top of things and know what comes next. There are a lot of moving parts to a transaction, and one missed deadline can set back the transaction. Being able to walk your client through your process puts them at ease knowing you’re on top of things.
- Create a relationship with your client – I like to get to know my client and find out what their interests are and what they value. Not only does this help me find areas that I think will suit them, but I also get to know them on a personal level and build trust. I now have very close friends that I didn’t even know until we started working together – an added bonus!
- Put your clients first – real estate is a customer service business. I make my clients feel like they are the only transaction I’m working on. I make sure I’m prompt with my responses and am on call 24/7.
- Find out how they prefer to communicate – communication is a major part of any relationship, professional or personal. Finding out how your client likes to communicate (e.g. text, email, phone) will make your interactions with them more efficient and effective.
- Provide regular updates – when things are moving along quickly, you’re likely touching base with your client on a regular basis. However, when your buyer isn’t finding homes to see or there isn’t activity on your listing, it’s still good to keep your clients updated when things are quiet. This will show them that you’re actively engaged and working for them.
- Be an expert on something – helping your client buy or sell a house is obviously your main job, but being able to provide your client a little more will add another level of customer service. As a mom living in town, I have found my knowledge of neighborhoods, nap times, and school districts has been a huge asset to my clients moving to Atlanta.
- Thank them – make them feel appreciated. When the deal is closed, thank them for giving you the opportunity to work with them. They had hundreds of agents to choose from and they chose to work with you!
Originally from Mississippi, DeAnna earned both her bachelor’s and master’s in Accounting from Millsaps College, and is now a CPA and Realtor. DeAnna is currently a member of the Atlanta Board of Realtors. She also sits on the board of Museum of Design Atlanta (MODA), and is a member of the Ansley Park Civic Association, ALTA, the Atlanta Center for Contemporary Art and the High Museum of Art.