Why Outstanding Client Service is so Important

In the fast-paced world of property sales and marketing, outstanding client service is not just an added bonus—it’s a necessity. Whether you’re working in a property marketing agency, dealing with student accommodation marketing, or navigating the complexities of residential property sales, the service you provide can make or break a client relationship. In industries that revolve around significant financial transactions and personal decisions, the importance of the best possible client service cannot be overplayed. But what exactly is client service, and why is it so crucial in these industries?

What is Client Services?

Client services is all about interactions and support provided to your clients and customers throughout their journey with your business. It extends beyond simple customer service to include proactive communication, effective problem-solving, and ensuring they feel valued and supported at every step. In property sales, where transactions are often high-stakes, exceptional client service is the key to building trust, ensuring satisfaction, and ultimately driving long-term success. With so many benefits of good client services, it’s important to remember that it isn’t just about addressing problems when they arise, it’s about fostering positive, ongoing relationships that create loyalty and encourage repeat business.

Purpose-Built Student Accommodation

Purpose-built student accommodation (PBSA) is a growing and dynamic sector that caters specifically to students seeking high-quality, purpose-designed living spaces. As demand for premium accommodation rises, providers must offer more than just a place to sleep and eat—they need to create environments where students can live, learn, and thrive. After completing our “What do students want?” report and working with a number of PBSA clients over the years, we’ve gained some excellent insights about how you can do just that, which we’ve divided into key stages:

1. Awareness & Consideration: With many students wishing they had started researching their accommodation options earlier, it’s crucial that providers meet them on their most-used platforms early on in the academic year. Using bite-sized content to keep them engaged, it’s the perfect time to build brand awareness and highlight your stand-out amenities.
2. Conversion: The students won’t just take your word for it, though—they use sites like The Student Room and Facebook groups for peer recommendations, which is exactly why excellent service has got to be continuous, even after they have signed the lease.
3. Loyalty: Aside from the purpose of peer reviews, it’s pivotal that outstanding service is maintained during the student’s stay if you want them to rebook for the following year of their studies. By offering ongoing support, resolving any issues quickly and fostering the sense of community promised in your initial adverts, you will build trust with the students, making them more inclined to return to an accommodation site that they know and love.

Residential Properties

The residential property market is another area where outstanding service is vital. Purchasing or renting a home is one of the most significant financial and emotional decisions people make in their lives. Therefore, poor service can lead to lost sales, negative reviews, and long-term reputational damage. When dealing with residential clients, ensuring that they feel supported and confident throughout the process is paramount. In residential property sales, client service should be centred on building trust, demonstrating empathy, and maintaining efficiency, but how can you do this?

Highlighting any incentives is step one. Whether it’s Shared Ownership, deposit contributions or free furnishing, buyers want to know exactly how much bang they can get for their buck. 

The second key to success is quick and transparent communication. Buying a home is stressful enough, so clients expect prompt responses and honest advice. Home buyers complete extensive research before deciding where they want to invest their money, and that includes reading reviews of the developer. By providing a seamless experience, you’ll build trust and encourage clients to share their positive experiences both online and through word of mouth.

Post-sale support is the final way to provide the best client experience, and it’s just as important. Handing over the keys isn’t the end of the journey for these buyers—it’s their investment and, for most, the home that they will be living in for decades to come. In an era where some buyers approach new-build homes with caution, it’s essential to radiate confidence in your developments. By providing warranties, not only do the homeowners feel reassured, but your commitment to quality is reinforced, giving them peace of mind and enhancing their overall satisfaction. 

Agencies

Whatever type of marketing you specialise in, the services that you offer as an agency are what will really set you apart from your competition. Not only must you offer your expertise, but also act as a reliable and accessible partner whilst remaining proactive. Here are some ways that you can provide the best services to your clients:

1. Stay ahead of market trends: On a regular basis, monitor market shifts and provide your clients with insightful, data-driven recommendations.
2. Streamline processes using the latest technology: From AI to CRM tools, using up-to-date technology enhances your efficiency and responsiveness. 
3. Offer tailored strategies: Customise each marketing strategy in a way that aligns with your client’s individual goals.
4. Be available: Clients value agencies that offer timely support, transparent communication and measurable results. 

By prioritising client services, you increase your chances of fostering long-term relationships, repeat business and referrals, which are all essential for your company’s growth. 

Conclusion

Outstanding client service is the foundation of success in the property industry. With clients and customers all relying on reviews and recommendations, providing continuous support is not only how you attract new business, but also how you retain loyal clients. So, prioritise clear communication, responsiveness and a deep understanding of your client’s needs and watch as your business flourishes. 

Thinking about working with digital marketing experts in the property industry? Contact us today and start your journey towards outstanding results. With the right service, your property business can thrive in any competitive environment.