Customer Experience in the Real Estate Industry
Is your prospecting experience optimal?
Customer Experience in the Real Estate Industry
Is your prospecting experience optimal?
Recent years have brought numerous changes, not only to the real estate landscape but also to the expectations and needs of potential clients during property viewings. Buying or renting real estate is one of the most significant transactions your clients will make in their lifetime.
Our 360° approach to customer, employee, and brand experience aims to optimize and enhance your operations while fostering a customer-oriented company culture.
For an optimal customer perception, it’s crucial that your potential clients enjoy their visit experience, your residents feel confident, your brand image is strong, and your local information is reliable.
Mystery shopper Real Consumer
Whether for optimizing the customer journey during property viewings or evaluating appointment scheduling and follow-ups by your team, our mystery client programs are here to help. These programs identify areas needing attention and guide your team towards a better customer experience. They can also assess competitor practices and provide critical insights related to pricing and inclusions. For your operational or developing properties, you will receive an in-depth analysis of the regional competitive market and an evaluation of your group’s market position.
Continuous Survey – Voice of Customer
Our Hexia platform, combined with our continuous survey program, captures real-time satisfaction from potential clients following property viewings. This solution allows for proactive follow-ups and quick intervention with dissatisfied visitors.
Monitoring key customer experience indicators, such as satisfaction at each service stage, Net Promoter Score (NPS), and Customer Effort Score (CES), helps you respond promptly to visitor feedback. Hexia is an essential tool for enhancing customer perception by encouraging your advocates to share their opinions online and turning negative experiences into opportunities for continuous improvement.
Hexia.local
Buying or selling a home is a significant financial and legal matter. Today, consumers start their search online to find the professional who will guide them through this critical step. Daily reports and data collected help understand how potential clients find you, contact you, and visit your website. Additionally, our partners ensure your listings appear in leading real estate directories offering a full range of buying and selling services. With Hexia.local, you will become the local leader in your community.
More Real Estate Solutions
Discover how Lanla’s solutions in customer, employee, and brand experience can improve your rental rates.
Conferences and Training Workshops
Maximize the results of your customer, employee, and brand experience evaluation programs by training your teams with our customized conferences and workshops.
Various topics can be covered, such as the importance of customer experience, tips and tricks to maximize sales, performance indicators, follow-up and handling of dissatisfied clients, skills and attitudes, and how to address objections. This results in a dynamic approach tailored to your priorities and objectives.
Data Analysis and Valorization
In the ever-evolving real estate sector, our experts are always ready to help you target your goals and identify your analytical needs. We adopt a personalized approach tailored to your field’s specifics, transforming data into actionable insights. With Lanla, you can effectively track your service performance, adapt your strategies accordingly, and enhance customer satisfaction and sales impact.
Brand identity, communication tools, and digital marketing
A strong brand image and the right communication tools, whether print or digital, are essential strategic assets for improving your real estate company’s visibility, reputation, and credibility.
Lanla’s team offers creative, professional, and personalized solutions, including targeted digital and print advertising, sales brochures, property presentation documents, posters, and more. Contact us to explore our custom options.
FAQ
How can you evaluate a property viewing?
Evaluating a property viewing means looking at how the team helps visitors understand the offering and determine whether it meets their needs. Examine how staff explore their criteria, present the space, explain what is included and outline the follow-up. A mystery shopper program can compare observed actions with the visitor’s perception: asking about their needs does not guarantee they felt heard. Also distinguish their opinion of the apartment or commercial space from their assessment of the assistance received, so you can identify what relates to the property and what relates to the service.
In this CX Minute, Christian Watier explains the difference between professional and real-consumer mystery shopping, and why customer perception matters alongside compliance with standards.
Why doesn’t a property viewing lead to a lease?
A viewing that does not lead to a lease does not necessarily mean the service was poor. The budget, location, size, inclusions or availability date may not suit the visitor’s plans. Ask about the reason for their decision and distinguish a final choice from a project still under consideration. Then compare comments about the property with feedback on the viewing: missing information, unclear answers or expected follow-up. This analysis of the results helps identify a gap between the listing and the property shown, a mismatch with the visitor’s needs or an issue with the assistance provided. The conversion rate alone cannot make this distinction.
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