As digital has become part of our lives, it is important more than ever for new homes salespeople to infuse virtual experiences with a human touch.
The digital enquiries you receive may be faceless but each one comes from a person who has taken time to visit your website; and they need your human attention.
The “new” customer journey has been sharply brought into focus for sales people since 2020; posing the question:
“How do I support my customers right now in a meaningful, human, and relevant way?”
Your objective is to create a human connection, turning your faceless enquiries into a known customer.
- First impressions count! Make sure it is a positive one
- To show them how much you value their interest and that you want to help them
- To find out what they liked about what they saw on line and where they are in their journey
- To get commitment and keep adding qualification information – What could they view? How would it benefit them to come to spend time with you?
Find ways to be more creative in your communications. Could you use a digital handshake, a WhatsApp message or a video recording? Put some thought into how you can make your messages feel human.
The new homes sales process has to transform into a no pressure exchange where ‘getting to the truth’ and building a relationship is the real goal. It is no longer good enough to just make those experiences simple and efficient. You must be more human across all channels because in some cases, potential customers may not be able to get to your site. Ultimately, think about how you can embed human interactions, be honest with your customers about what’s changed, and surprise them with unexpected, caring gestures.
With every customer, you need to:
- Discover the special needs and lifestyle of your customer
- Use your knowledge to support and encourage the customer’s needs. Build up your picture of the customers lifestyle
- Mentally match their profile with your product
- Respond to digital enquiries within the shortest time of receipt by telephone FIRST
- Reply with a prompt and personal response to make the customer feel special and to reassure them that their enquiry has been received by a human who is ready to help them
Customers might be struggling to navigate the many friction points of the “new normal” and need a human touch even more. Show the customer they not just another number to add to your database and that you want to help find the perfect property for them.