How to Improve Real Estate Customer Satisfaction

1. Customer satisfaction becomes a part of corporate culture.

2. Quality factors

The most critical factors are: the walls must be square, and all wood products (cabinets, doors, etc.). ) whether it is installed correctly, etc. In addition, the buyer hopes to complete all the work and not miss the project.

3. Set the expectations of buyers

Buyers don't know whether it will take 60 days or 180 days to build a house, so give them some education and let them know about the construction process. If they don't set their own expectations, they will. Real estate has produced photos of buyers and houses from the opening to the end, presenting a photo album for buyers before and after different periods. At the same time, as the best gift for property buyers, it can remind customers of the perfect delivery promised by real estate companies.

Step 4 communicate

Successful communication strategies are different for the sales process of different projects, but the most crucial point is that successful developers will have a set of communication strategies. Some developers will designate a contact point in the whole process, and other contact points must be handed over to the next person in person to ensure the continuity of relationship maintenance. It is very important for customers to know exactly who is responsible for each step. Similarly, delivery commitments are controlled and observed by employees. Sales representatives have a special tendency to overcommit in order to make customers happier, and they must control their words and deeds.

5, employee cross training

If the sales representative knows the basic knowledge of architecture and the architect knows the basic sales, the team work efficiency will be higher and the customers will be happier!

6, optional and upgrade

Both customers and developers find that the process of housing selection and upgrading is far more important to customers than developers. This is surprising. It is suggested that developers should strengthen the sales of optional components and spend more time guiding customers to choose among complex options and upgrades as needed.

7. Owner education

Houses, like other durable consumer goods, also have a maintenance problem, and most owners are not clear about the maintenance of houses. Provide education on housing maintenance problems for owners, so that owners can accept them when problems arise. Customers also appreciate this kind of education, and at the same time, it gives them a chance to solve small problems to avoid becoming big problems. Arrange the agreed education 30 days after delivery, show the owner how to replace the air filter, and explain the service commitment process at that time to the owner, and the owner will happily receive the education.

8, public * * * area cleaning

The cleanliness of public areas after occupancy is the main determinant of buyers' satisfaction. Ausherman's commitment service is carried out by professionals, wearing soft shoes or sanitary sheaths in the room to make their customers more satisfied.

9. Keep in touch

0/0 months after moving in is more important than 30 days after moving in, perhaps because their excitement of buying a new house has slowly dissipated. When checking in, ask the customer the best time and the best way to contact, and keep tracking.

10, test it.

It is difficult to improve customer satisfaction without measuring satisfaction. Most domestic real estate enterprises still stay at the level of improving operational efficiency, and have not yet entered the level of active marketing and service and the level of customer satisfaction, and the higher level of customer loyalty is even more lacking.