How Concierge-level Service Helps Brokers Impress and Retain Clients

"Concierge service" is the buzzword of the moment in real estate technology. We've been noticing that more companies are making it as easy as possible for agents and brokers to start using their products. For example, some CRMs will transfer or upload your contact database for you, or set up drip marketing campaigns for your clients. It's a smart move; by removing the barriers to getting started using their product, these companies vastly increase their customer retention rates.

Brokers can learn from this model of customer service--and many already do. Brokers deliver concierge level services all the time. Our CEO, Victor Lund, recently experienced this level of service from a brokerage he listed his second home with. See the picture below? That's the home's front yard after a blustery storm blew through the area. Because his broker understood the importance of keeping a listing in top shape for showings, they immediately recommended and sent over a contractor who took care of the problem for him.

What happens when a customer asks your company, Where can I find a landscaper? or Where do you get your tires fixed? Do you have an answer? Many brokerages, especially smaller ones, don't--even though providing that concierge-level service differentiates them other agencies in their area. Many consumers may not presume that a broker can answer these questions. However, if a brokerage can, then they become a more valuable resource to the homeowner.