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Prioritizing Clients’ Needs

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By John Voket

Looking to make big business moves in 2014? One hot tip for real estate success? Prioritize your clients’ needs on an individual basis. Read the following interview for more words of wisdom, according to Melanie Delman, President of Lila Delman Real Estate, a member of Leading Real Estate Companies of the World® in Narragansett, R.I.

Melanie DilmanRegion served: Rhode Island and Stonington, Conn.
Years in real estate: 30
Number of offices: 6
Number of agents: 100
No 1. tip for getting the right listing price: Look at private sales and special circumstances as well as MLS data, then educate the seller and be honest regarding what the market will bear.
Best tip for dealing with difficult customers: Listen, listen, listen. Work hard to understand the customer’s goals and perspective and don’t be afraid to decline a listing for which your time and efforts will not be productive.
Best time management tip: Always have a clear grasp of your goals and tackle the most difficult step first.

What are some of the most effective technology best practices your company has adopted in the past few years?

The implementation of online booking for rentals has had a huge impact on our business. The custom system allows our associates to approve rental requests and then sends an electronic lease via DocuSign. Our clients can easily review the lease, sign it digitally and send it back to us, all in a matter of minutes. Clients are then able to pay for their rental with their credit card of choice. The streamlined process has been a huge success with our clients.

What are two fundamentals that you feel are essential to your company’s continued success?

One hundred percent dedication to customer satisfaction and state-of-the-art marketing. Our marketing plans are dynamic documents, as we continuously explore new opportunities to promote our clients’ interests.

What strategies do your agents utilize to stand out to clients and achieve customer loyalty?

They strive to treat each client individually. Every transaction is unique because different parties are involved. From their level of real estate knowledge to their preferences in mode of communication, the clients’ needs and preferences are prioritized. Also, we make a number of tools available to agents to facilitate communication with clients and keep them updated regarding advertising and market activity. Popular among agents and clients are LuxeTrends, LuxeAnalytics and luxury magazine subscriptions available via Luxury Portfolio International®.

Is there some program, activity or other development that’s helping to keep your company top of mind in the eyes of prospective clients, existing clients or in the communities you serve?

We employ a full-time marketing staff, including a dedicated social media coordinator. Right now, in conjunction with our 50th anniversary celebration, we’re conducting a 50 Weeks of Giving campaign on Facebook. Each week, the public is invited to vote from among several local causes, and the winning organization receives a donation from Lila Delman.

For more information, visit www.liladelman.com.

 

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