10 pro tips for exceptional customer service in real estate

When it comes to real estate, great customer service is the foundation of client retention. Think of it like building a house: without a solid base, everything else will crumble faster than a deal with a hidden mould problem.

So how do you go from good to exceptional? Let’s talk about 10 best practices that’ll have your clients feeling like VIPs and keep them coming back for more. 

1. Communication proactively

Great communication is the foundation of exceptional service. Keep your clients in the loop with regular updates, whether it’s about a maintenance request or a market trend they should know.

Think of it this way: No one wants to feel like they’re playing hide-and-seek with their property manager. Be the person they can count on to show up, speak up, and keep them informed.

2. Be empathetic

Real estate is more than numbers and contracts - it’s about people. Whether it’s a first-time renter or a seasoned landlord, everyone appreciates a little empathy.

Put yourself in their shoes. Celebrate their wins (like signing a lease!) and show understanding during tough times (like a delayed repair). Your compassion could be the reason they choose to stick with you for the long haul.

3. Understand (and anticipate) client needs

Listening is your superpower. By actively listening and asking thoughtful questions, you’ll uncover what your clients truly need - and sometimes even what they didn’t realise they needed.

PRO TIP: If you can anticipate their needs before they ask, you’ll look like the real estate wizard you are. It’s like delivering their dream home before they even knew it existed.

4. Empower clients with information

Want your clients to feel confident and in control? Arm them with the right knowledge. Share helpful resources, like market trends, rental guides, or tax tips, so they can make informed decisions.

Think of it like giving them a toolkit - they’ll appreciate having the right tools while still relying on you to show them how to use them.

5. Master the follow-up

Follow-ups are the unsung hero of customer service. Whether it’s checking in on a lead, confirming a repair is completed, or touching base with a landlord, your follow-ups show you care. 

Sometimes, clients just need a little reminder. That second email or call might be the nudge they need to act - and a reminder of why you’re the professional they trust.

6. Set expectations early

Nothing derails a relationship faster than unmet expectations. Be upfront about timelines, budgets, and what’s realistically achievable.

Here’s the trick: Underpromise and overdeliver. If you tell a client their maintenance issue will be resolved in a week but fix it in three days, you’ll look like a hero.

7. Keep up with market trends

Your clients expect you to be their real estate guru, so staying informed is non-negotiable. Whether it’s new legislation, interest rate changes, or the latest “hot” suburbs, keeping your finger on the pulse will give you an edge.

Think of it like a Netflix recommendation algorithm - your insights should be so on point, they wonder how you knew what they needed before they did.

8. Automate where it makes sense

Real estate isn’t a 9-to-5 gig, so it’s easy to feel stretched thin. Automation tools can help lighten the load by handling repetitive tasks like arrears management, lease renewals, or inspection scheduling.

But remember, automation should enhance your service - not replace the personal touch. You’re still the star of the show; the tools are just your backstage crew.

9. Create clear communication channels

Ever tried calling someone only to hear, “The person you’re trying to reach is unavailable”? It’s frustrating. Don’t let your clients feel that way.

Set clear communication expectations. Whether it’s directing tenants to a maintenance app or letting landlords know you prefer emails over calls during business hours, clarity makes life easier for everyone.

10. Set customer service goals

You can’t hit a target you’re not aiming for. Establish benchmarks like response times, resolution times, or client satisfaction scores to measure your success.

It’s like tracking your fitness progress - if you know where you’re excelling and where you’re lagging, you can keep improving. Your clients will notice - and appreciate - the effort.

Ready to build loyalty that lasts?

Delivering exceptional customer service isn’t about being perfect; it’s about being consistent, empathetic, and proactive. By following these 10 best practices, you’ll not only keep clients happy but also build relationships that last.

Need more strategies to boost retention and turn leads into lifelong clients? Download the Leads to Loyalty eBook bundle. This collection includes our Client Retention and Conversion Mastery eBooks, packed with actionable tips to elevate your customer service and close more deals.

Let’s make your service so memorable that your clients won’t just stay – they’ll tell their friends, family, and maybe even their neighbour’s dog about you. Because in real estate, happy clients aren’t just the foundation – they’re the whole house.