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.


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 to find out how we can assist your business.

You May Also Enjoy

Breaking News


Daily bite-sized proptech and property news in partnership with Proptech-X.   PRESS RELEASE: Backing by real estate market leaders ING Ventures, JLL Spark, Blackstone and Concrete VC will help accelerate PRODA’s efforts to scale its transformative rent roll data platform PRODA, the London-based data processing and analysis platform, has announced the completion of its Series A…
Read More
does a garage add value to your property
Home and Living

Does a Garage add Value to your Property?

The most important part of this subject, well leastways for me, is if you have the space / land available so to have the choice of either a garage or not. Surely this plot of land holds the value and it is over to the home owner if they would like a garage or not?…
Read More
Letting Agent Talk

How to Be an Awesome Landlord in 2022

Some people may view being a landlord as an easy way to make money, but there’s much more to it if you want to truly excel in this role. The best landlords always go above and beyond to provide comfortable homes for their tenants and make them feel as welcomed as possible. Indeed, to be…
Read More
Property for sale
Estate Agent Talk

Selling Your House? Here’s What You Need To Do

Selling your house is a big decision. It’s not something you do every day or even every year. So, when the time comes to sell, you want to make sure you’re doing it right. That means getting the best possible price for your home and making the process as smooth and stress-free as possible. So,…
Read More
Estate Agent Talk

What Are The Factors To Appreciates The Real Estate Property Prices

Are you planning to sell your home? Are you buying a home? Whatever the scenario is, there are some things that you need to look after. In case you are selling your house, you have to set the price on the basis of those factors, or you need to ensure that all these things are…
Read More
Breaking News


A roundup of the week’s top property and proptech news stories in partnership with Proptech-X   Table of ContentsHide On The Market: Housing market starts to rebalance as remarkable buyer and seller confidence prevails Renting to Students: TDS Poll Confirms Common Issues and Reasons for Disputes in Student Lets LexisNexis and Coadjute partner speeding property market…
Read More