The VivaReal which runs the Brazil performing the Real Estate Marketing Seminar on the Internet , decided to innovate in Issue Porto Alegre and brought to stand four people who bought property recently for a round of questions about your shopping experience, from the first moment until the closing of business.

In the audience were realtors, self-employed and real estate agents, who attentively listened to the perceptions these buyers had. Not all good, not all bad. They had a small real taste of what happens on the other side of real estate purchases.

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Below we will describe some of the most important information that was captured during this panel with buyers.

About Panelists

The buyers' bench consisted of three women and one man, all of whom were married. Two of them had no children, while the others had one and two children.
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How did the search for the property begin?**

Realizing that it was time to buy their first property or change residence, they unanimously went online to do this research. More precisely on Google.

From this survey, they noted that they observed and clicked, preferably, on one of the first 4 links on the Google results page. At this time, the name or reputation of the real estate agency were not decisive factors in choosing “which link to click on”.

And after accessing a link on Google and having done the search on the selected site

After choosing the result, whether the real estate website or portal, and carrying out the internal research, what determined the choice of this or that property (already within the desired profile) were the photos and, secondly, the price.

It was also pointed out that the importance of a good photograph, in part, was due to the impossibility of visiting the place. It is understood that, in order not to waste time visiting visually unfamiliar properties, the photos help to make a preview of what they might see in a possible visit.

The decisive item for the first “pre-choice”: Photos

As for the photos, what determined the quality of the property presented was a mixture of quantity and quality of the photos. Quality with regard to sharpness, brightness, capture angle, etc. As for the quantity, they talked about the scope of the photos over all rooms and angles.

They said they felt uncomfortable when the description included X rooms and there were fewer pictures. Or even that, in a given room, there was only one photographed angle. But what about the reverse angle (where the photographer was), is there anything to hide there? It was one of the reports of discomfort regarding the transparency of the real estate agency regarding the registration of its properties.

One of the Panel's participants also highlighted her feeling of indifference (she used this exact word: indifference) when seeing real estate companies that placed only a photograph of the property. He pointed out that he cannot say if it is a fault of the real estate agent or the realtor who captured the property – but this does not take away his reason.

At the end of the panel, when opened for questions from the realtors, it was also revealed that the photos of the condominium's infrastructure, not only as a launch, are important for the choice. Mainly for those who have children, as it is interesting for them to observe the place where they would live and what they can enjoy living there.

About contact and response time options

Only one of them visited the real estate agency without sending an email or calling. Among others, contacts began via email and the real estate online chat – where the client has already arranged to find the broker to visit the property after answering some questions online.

Of the two people who sent emails, the response time was satisfactory for one of them who, in the course of contacts, received responses on the same day or a few hours later. The other participant reported that she received a response only one day after or even longer – which should not happen!

About the service provided by the broker

At this moment we learn of a pearl in our market. The client who had set up the meeting with the broker through the online chat went to the real estate, expecting a follow-up from the broker with her to the property, but instead saw a broker serving other people - she had not already reserved the time for service promised – and who simply handed over the key and a paper with the price of the property saying “you can go and visit. If you like it, this is the price and just come back and talk to me”. Who risks the outcome of the story? She didn't buy with this broker or any other, as the image of the real estate professional was tarnished. By “fate”, she was able to negotiate directly with a landlord, without the intermediation of a realtor – lucky for her that everything worked out.

Another case mentioned was the broker who gave up on the client, because he did not find or did not have the property in the desired profile. So, the best solution found by this “professional” was not to answer the phone or return calls. Even so, the client commented that while he was being attended to, everything went well during the visit of the 13 properties. Obviously he ended up buying with another broker.

For one of the participants, the problem was different. She visited the property and liked it very much. She was determined to buy it, but the broker did not inform an important fact: the property had several debts and this made the purchase by her client unfeasible. This frustrated her a lot, as she set that property as a comparative standard between a good and a bad property. An illusion caused by the broker's misinformation, bad faith or simple carelessness. He lost the sale and she bought with another broker who was referred to her by a close friend (good service gave this professional a new client).

Characteristics a Realtor Should Have

The following attributes were pointed out: helpful, considerate, committed and more willing to interpret and pursue the client's desire (which is more a consultant).

A Note To Your Experience With The Brokers You Worked

We had the following grades: 3, 6, 8 and 10. 10 being for the one that had her purchase made with the advice of the broker indicated by her friend and 3 for the one that the broker treated her with disdain at the appointment at the real estate agency.

Good service and bad service

Lucas Vargas, from VivaReal, who led the panel with buyers, pointed out, first of all, that what customers would say would be much more agreeable, for better or for worse, than what is said to friends and family.

Imagine what the client who gave a 3 to her broker did not tell hers. Or the good that the client who gave a 10 did not do it for the broker who, by indication, attended to her.

Think. Reflects

As for what is read here in this post about the 30 minutes of questions and answers with customers about their experience in our market, there is only one need: stop and reflect on how you are performing the service and what is the value you deliver to your customer, even before the first direct contact.

Make their satisfaction, even those who don't buy or rent with you, a must. Let them go if necessary, but make them carry a good reminder that they found a real professional, with knowledge and commitment, even if they didn't find the property they were looking for.

Think. Reflects. Transform yourself.

Source: Tajarat.com.pk

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