Be a lifesaver, understand your customer

Understanding your customers can be a difficult process no matter what industry you’re in. There are several things you should consider before approaching your customers, these range from knowing your customers’ needs, the industry you’re working in, your company’s products and what you provide as a company. In this case, if you’re working in the property industry and dealing with a particular client, you should be aware of what you’re currently selling or letting, your company’s ethos and the current legislation in the industry. By doing your research, you’ll be able to understand the customer’s problems or queries much more effectively and become in other words their ‘lifesaver’.

This doesn’t just take research skills, it’s vital you listen to the customer closely, especially as many people can speak a variety of tones, making it easy to mishear a question or query. Occasionally, listening can be difficult, especially if the customer is talking fast, that’s why you should speak slowly, giving the customer a reason to slow down. As well as listening closely, it’s imperative to speak clearly and communicate the plan of action with the customer. It’s no good, coming up with a solution to their problem but not acting after you’ve spoken to the customer. Come up with a plan of action and outline this clearly with the customer before you’ve finished speaking on the phone. If it’s face to face, write something down so the customer can clearly see how you’re going to solve the situation or deal with their query and reassure them that their problem will be solved as quickly as possible. Make sure you act upon what you’ve just said, so you continue to give your company the recognition it deserves.

Understanding your customers can mean using a variety of skills which we at VTUK have underlined. It’s important to conduct research before approaching your customers, listen and offer advice. By doing all of these things, you’re on your way to understanding your customer and achieving exceptional customer service.

AT VTUK, we pride ourselves on achieving excellent customer service in the property industry. We treat you as partners building our software solutions the way you want them to be built, as well as constantly improving the way we communicate with you. Whether it’s picking up the phone, email or social media we’ll be ready to solve your queries and questions. That’s not all, we’ve just launched our official LinkedIn Client Portal for all our clients to communicate with each other. You’ll receive instant updates of our software meaning you’ll be kept in the frame 24 hours a day.

We’re writing this as part of National Customer Service Week. For daily tips and information on achieving excellent customer service please follow us on Twitter @VTUK or like us on Facebook.

VTUK MASTER LOGO AWK3_no bg

Founded in 1989, VTUK is the UK’s leading independent property software company. Our award-winning software, widely acknowledged as setting the industry standard, is used by agents nationwide. Our products are bespoke, with specific software solutions for each distinct group of property professionals, including lettings and management agents, estate agents, councils, housing associations and many more.

To find out more about VTUK follow us on Twitter, Facebook & LinkedIn.

Give us a call FREEPHONE 0800 3280460 or visit www.VTUK.com to find out how we can assist your business.

Alex Evans

You May Also Enjoy

Breaking News

Popping the Asking Price Bubble

Where in the Uk Can Buyers Snap Up Property Bargains and Where Properties Go for a Premium Above Asking Price   New research from fast selling property company, Upstix has uncovered the UK’s most surprising postcodes for snapping up a property at bargain prices this year, highlighting a widening gap between sellers’ expectations and the…
Read More
Rightmove logo
Breaking News

Highest demand to lease office space since pre-pandemic

The latest insights from the UK’s number one commercial property website Rightmove, reveals that the number of unique enquiries to lease office space is at its highest point since pre-pandemic, as businesses look for spaces that meet modern requirements. Demand to lease office space is 19% higher than the same period a year ago and…
Read More
Planning disputes on new build land
Estate Agent Talk

Planning consultations for major infrastructure to be streamlined

Robert Bruce, a planning and infrastructure partner at law firm Freeths LLP, said he: “Welcomed the change as a significant step to speeding up the DCO process and the focus on the quality and effectiveness of the consultation, rather than box ticking and a risk averse approach to pre-application consultation due to the current legal…
Read More
Breaking News

‘The property ladder pulls further away’ warns Open Property Group

For many first-time buyers across England, the dream of homeownership continues to slip further out of reach. Despite rising wages, soaring house prices are making it harder than ever to get on the property ladder. A leading UK professional house buying company ‘Open Property Group’ based in Buckinghamshire UK, has raised concerns over the ongoing…
Read More
Estate Agent Talk

How Long It Takes to Buy a House in the UK: 5 Common Delays That Can Slow Down Your Home Purchase

Wondering how long it takes to buy a house in the UK? The average timeline ranges from 8 to 22 weeks, but even that can stretch significantly due to unexpected delays, especially if you’re a first-time buyer or caught in a chain. That’s why working with experienced professionals like Belvoir — one of the UK’s…
Read More
Love or Hate Rightmove
Breaking News

Rightmove to host Renters’ Rights Bill webinar with Guild of Lettings

Rightmove is hosting a live and interactive webinar session with the Guild of Lettings to help agents get Renters’ Rights Ready. The webinar will take place from 10:00am – 11:00am on Wednesday 23rd April. Susie Crolla, Managing Director for the Guild of Lettings, will be joining Rightmove to help agents with questions they may have about…
Read More