Best Practices: What to Do When a Customer Sends You a Message

Responding to messages your customers send you in a timely manner is one of the most important aspects of customer service. Buying or selling a home is a large transaction, so it’s understandable that people want to work with someone they trust. Building rapport with your clients starts with providing excellent customer service, so make responding to customer messages something you do several times per day. This is an effective way to become an Intelligent Agent.

Set Up Your Profile To Receive Message Notifications

One of the great things about your YMLS website is that you can send and receive messages directly through it — and you can set up your account so that you’re notified via text or email as soon as a client sends you a message.

To set up your notifications simply go to the Settings section of your website to view your options. From there, navigate to the Notifications tab and select the options you prefer. To keep up with your messages, consider getting notifications any time a customer asks a question or responds to a message you send.

Respond to Customers in a Timely Manner

Customers don’t want to continually wait for replies to their questions. They want to work with real estate agents who make time to answer their questions and address their concerns — it shows them that you consider customer service a top priority.

Ideally, you should make time to check your messages between two and three times per day. However, if you’re too busy to do that. Make it a habit to respond to every message within 24 hours.

The quicker you respond to customer messages the better. Remember, there are plenty of other local real estate agents who will happily respond to them quickly.

Address All Questions and Concerns

When you’re busy, it’s easy to glance at a new message and reply quickly. However, if you aren’t careful, you might not address all of the questions and concerns your client had.

That can be frustrating for your clients because it creates the need for them to continually message you, hoping to get a straight answer. To keep the bank and forth to a minimum, wait until you have a few minutes to reply to client messages. Then, read the entire message and craft a detailed response.

Speak in a Professional, Yet Conversational Manner

When responding to customer messages it’s important to remain professional, but at the same time, you don’t want to include a lot of industry jargon in your messages. Instead, refer to complex terms and processes in a simple, conversational way that’s easy for your customer to understand.

A good rule of thumb to follow is to write your responses so they are on an 8th-grade reading level. This way pretty much everyone you work with will understand how to move forward in the home buying or selling process without you explaining it to them continually.

Use the YMLS MarketPlace

The YMLS MarketPlace has several partners that can help enhance the tools in your tool belt with interacting with website leads. We encourage all of our customers to check out the MarketPlace and discover vendors like Mailchimp.

YMLS wants to set your business up for success. For that reason, don’t forget to like, share, subscribe, comment, and follow us online to stay on top of all the latest news. Finally, please leave a comment and let us know what kinds of articles you want YMLS to write about next. YMLS reads all of your comments. 

In closing, if you have any questions, you can reach our customer service department by calling (877) 873-9657.