Providing the best customer experience when on floor

How can you increase your productivity while handling floor shifts?

Our goal is to provide our customers with the very best customer experience possible. As floor agents we are often the first impression the customer will have of our real estate firm. A customer that calls or walks in to visit us should rightfully expect to be treated and viewed as the number one priority to us at that moment in time. We would expect no less when seeking professional services for ourselves.

Imagine how we might feel if our lawyer of physician decided to visit with us in the waiting room or at the front desk instead of taking us back to the privacy of their office or examination room where we could discuss our personal situation with them, enjoying the privacy and one on one attention we expect. 

The same holds true for us when a customer walks in on our floor shift. As professionals, we should invite them to join us in one of our conference rooms before qualifying and providing them with listing information. I understand there might be times when you are alone on floor and this simply will not be possible, however when we have staff available to attend to the front desk a floor agent should never be at the front desk with a customer standing/sitting for any length of time.

List to last. Successfully working with home sellers.

List to last. As long as there have been real estate professionals, that has been a phrase in real estate offices spoken by management and veteran agents, if you want to be successful in the real estate sales profession, you must be proficient at working with home sellers and listing real estate.

Finding sellers has become increasingly more difficult as the market continues on its downward course. Don’t misunderstand, listings are still fairly easy to come by and with over 35,000 listings in my 5 county market area, you don’t have to look any further for proof. The problem is agents are discovering that there is a BIG difference between having a listing and having a seller.

A listing is often recognizable by what the homeowner says. If you have heard “I am not going to give the home away” or that “I need to get a certain amount or I am not going to sell”, then chances are you only have a listing and not a seller.

Sellers on the other hand are those home owners who take our advice and suggestions about their home’s market position. They are not as price driven as they are driven by the desire to sell their home. Perhaps this drive is a result of a employment opportunity or personal matter that creates a need to sell. What the homeowner could have received for their home last year or the year before has no bearing to a real seller as they understand that market has moved on.

Finding a true home seller requires confidence and patience on the agents part. Successfully qualifying the homeowner each time to determine motivation, need and desire will eliminate the agent having to do a lot of work with no hope of ever realizing an income.

You can’t sell real estate sitting in an office, or can you?

Real estate sales are a “people contact” business and traditionally-successful agents understand this. New agents are instructed to get out of the office and meet people. For most agents, having their rears tied to their desk chairs is not a recipe for success. There can be exceptions to this rule however.

Floor time. An agent who understands that they are more than an information provider for customers can do very well sitting in the office and taking floor shifts. The goal of everyone who agrees to take a floor shift is to obtain the name, phone number, email address and specifics from the customer on what they are interested in buying, or selling. Too often agents do all the giving on the phone, with no taking. If you want an opportunity to obtain a customer while sitting in the office, practice, practice and practice your telephone skills.

Broker referrals. Your Broker, throughout the course of the day/week/month, will receive referrals from Realtors outside your market area. Each office may have guidelines for how these are distributed and criteria for who receives these referrals but nothing should stop you from asking. Once a day as you swing past your Broker’s office to say good morning or goodbye, you should follow up with “oh, by the way, do you have any referrals?” Your Broker will appreciate your focus and drive which will increase your chances of receiving a referral lead.

Other agents. A) The facts are that some agents will not reach the success level necessary to stay in the real estate sales field. These same agents will, however, come across someone who wants to buy and/or sell real estate and when they think of whom they should refer this person to, make sure they think of you. By simply being kind and helpful to newer agents you will make a business friend for life. B) Top producers need help. Ask them if you can be that help. Open houses, buyer leads, listings that are outside of the top producers market area can often be obtained from a top producer if you would simply ask them to remember you if they need assistance. The Top Producer ought to pay the agent a referral for the assistance, thus increasing your income

Affiliates. Lenders, title representatives, closing agents, home inspectors, home warranty specialists, surveyors, appraisers, builders, lawn companies, stagers and more all visit real estate offices on a regular basis seeking business or promoting a new product. Get to know them, use their services when possible but above all else, let them know you would appreciate any and all referrals they may send your way.

There you have it. 4 simple suggestions that when used daily will increase your chances of being to sell real estate while sitting in your office. If you don’t already, give them a try.

Follow up with direct mail to increase your success

The use of bulk mail or direct mail marketing is an marketing easy task that new and experienced agents will often include as part of their marketing and prospecting plan. Few real estate agents are realizing the maximum benefit from their efforts simply because they do not follow up after they send out their direct mail.

We all have received a post card, letter or flyer in the mail as part of a car salesman, insurance agent or tax preparer direct mail campaign and maybe we glanced at the message before throwing it into the trash can. How many times after we received the mailing did we receive a call from the sender following up on their postal message? Not very often if ever, right?

The facts are following up on the direct mail you send out to your farm or center of influence with a phone call asking the recipient if they received the card or letter, and if they have any questions or comments about the topic of the message and if you can be of any help with regards to real estate increases your chances of securing them as your customers and clients. Because you plan on following up with a phone call or visit after your mailing, you will want to spend extra effort on the message or content of the piece you are mailing so that it catches the interest of the home owner.

The next time you send out direct mail, try following up. You direct mail will result in more sales, more contacts and more chances for success that your competitor.

Asking for the referral will equal more sales

Real estate is a contact career, the more contacts you make the more chances you have of finding a buyer or seller. You have to get out there and touch someone, make contact  in person, by phone, by direct mail, by using the Internet, by smoke signal or whatever it takes to put yourself in the path of a buyer or seller.

A key element often missed by agents is when they have made contact and the person is not interested in buying or selling, the agent walks away feeling that there is nothing more to be gained with that person.

WRONG.

Ask for them for a referral, any referral. Before parting company or hanging up the phone ask them;

“Who do you know that may be buying or selling real estate in the near future? You don’t know of anyone, well then who do you know that I can contact to say hello and introduce myself?”

How easy is that?  They can help make your next contact so much easier by providing you a referral!

Even when a contact is not ready to buy or sell a home, you can still realize a possible payoff from your efforts if you ask for them for a referral.

Orlando & Kissimmee