Michelle Bailey, the Idaho region partner for the Ben Kinney Real Estate Team, is a standout real estate agent in a highly competitive market — a feat that’s not exactly easy to accomplish! So when we began thinking about people who could help fellow agents find their own successes, Michelle immediately came to mind. We asked her how she has managed to build stellar client relationships (often from afar) while maintaining excellent customer service.
Showing up is half the battle.
“Agents can stand out by being authentic, having great service, solving the needs of the consumer and following up,” Michelle says. “It seems simple, and yet most agents don’t follow up.”
Be a problem solver.
“Some agents don’t take the time to understand the needs of the consumer and how to help them. The focus should be on the problem they are trying to solve, not just getting them into a house.”
Choose tools wisely.
“I think agents believe they have to pay a lot for good stuff, and that’s not the case,” Michelle says. “Find a tool that isn’t complicated and that you’ll actually use. If there’s a fee associated, make sure you’re getting a good return on your investment. You’re your money to a standard. There are many resources out there for low- to no-expense. For example, our local MLS and Realtor Association offer tools that many don’t take advantage of.
“ShowingTime is provided by our MLS. It allows me to leverage scheduling, showing appointments and getting feedback when my listings are shown. This can be very time consuming. Homesnap is another program. It’s easy to use when I’m in the field and I need quick access to MLS information.”
Invest in a CRM.
"Agents tend to overcomplicate and overanalyze which CRM to use. There are many robust systems, but what’s most important is the one you’ll actually use. Having the right system can make a huge impact on your business and profit margin.”
Put Fidelity in your pocket.
“I use Fidelity’s mobile app, FidelityAgent One, with every client,” Michelle says. “It helps me outline estimates on a property or an offer to help them make better decisions. It’s super fast and I can upload our local data and partner lender fees.”
Over-communicating is key.
“Transparency builds trust, and we work hard to build that trust, especially with clients who live out of state. Respond to questions in a timely manner. Don’t underestimate the significance of communication and over-communicate in whatever method the client prefers.
“How the client likes to receive communication is just as important as what you’re saying. We end conversations with, ‘Here’s what’s happening next …’ Plus, our CRM gives them 24/7 access to all documents and information on what’s happening in the transaction.”
Mind your tone.
“You have to be extra careful about what you’re saying in email or text,” Michelle says. “The message is read in the voice of the receiver, and sarcasm doesn’t translate well even when you have a relationship established. Even humor can be taken the wrong way. Be mindful of using caps and make your messages easy to read. No one wants to read a huge email.”
Have a tool or a pro tip you’d like to share? Add it to the comments below and let us know how you’re standing out in this market.