Building Elite Customer Service

“Only 12% of buyers use the same agent again,” says Josh Cadillac, a real estate coach, national speaker and author. “Eighty-eight percent of the time, buyers use a different agent the next time they buy.” 

Cadillac has been a top producer since going full-time in 2008 and has since been lauded for his unique coaching methods, self-written courses and investing expertise. He will teach a session at this year’s Triple Play Realtor® Convention and Trade Expo titled “Building Elite Customer Service.” 

“I think my session will give agents a fresh perspective on the things they may have taken for granted,” he says. “We’re going to start from the perspective of what customers want and how we can give them that better than anyone anywhere else.” 

“The premise of the session is that any great business needs to understand their customer well, which is something that’s missing in real estate,” Cadillac adds. “You need to anticipate the customer well and have empathy for what they’re feeling. Look at the customer and see who they are to anticipate their needs and establish yourself as the expert in the room who should be trusted and respected. Any good relationship should be built on mutual trust and respect.” 

He encourages Realtors® to understand who their clients are and what they want, which is the foundation of not only gaining new clients, but closing them for life. 

“Real estate tends to prioritize closing deals,” he says. “I believe that’s a terrible metric. I believe the only metric we should use to know if we’re doing a good job is whether the customer comes back.” 

Learn more about building customer service during Cadillac’s session at Triple Play on Wednesday, Dec. 10, from 2 to 5 p.m. Register for Triple Play online.