Published by Kartik Subramaniam
This leads to the question - what defines success as a Realtor?
Objectively, every business (even the individual real estate agent) needs KPIs - also known as Key Performance Indicators. KPIs are measurable values that businesses and organizations (and Realtors) use to track progress toward specific goals and objectives. They are typically used to assess performance over time and provide a way to measure success or failure in achieving specific targets.
KPIs can be used in a wide range of contexts and industries, from marketing and sales to finance and operations. They are often tied to specific business objectives, such as increasing sales revenue, improving customer satisfaction, or reducing costs. As a real estate agent, knowing what KPIs are and how to measure them can give you a way to look at your business outside of just dollars and cents.
These KPIs are particularly useful to a new agent because there will likely be a few months early in your career where you are getting your bearings and might not see any revenue - but you are still making progress.
In the broad world of business, examples of KPIs might include:
Sales revenue: This might be tracked on a monthly or quarterly basis to assess how well a company is meeting its revenue targets.
Customer satisfaction: This might be measured through surveys or other feedback mechanisms to assess how happy customers are with a company's products or services.
Website traffic: This might be measured using web analytics tools to track how many visitors a website is receiving over time.
Employee productivity: For bigger and more established businesses, this might be measured using metrics such as sales per employee, number of calls or emails answered, or projects completed on time.
By identifying and tracking KPIs, businesses gain insight into their performance and make data-driven decisions about how to improve their operations and achieve their goals. It is important to select the most relevant KPIs for each specific business or project and to ensure that they are tracked consistently over time.
So how does this relate to real estate agents?
KPIs for real estate agents are measurable values that can help agents track their performance and progress toward specific business objectives. Here are some examples of KPIs that real estate agents may use:
Number of listings: The number of listings an agent has at any given time can be a key indicator of their success in attracting new clients and building their business.
Time on market: This KPI measures the average amount of time it takes for an agent's listings to sell. Agents who are able to sell properties quickly may be viewed more favorably by clients.
Sales volume: This KPI measures the total dollar value of properties an agent has sold within a specific timeframe. This metric can be used to track an agent's overall business performance and success.
Conversion rate: This KPI measures the percentage of leads or inquiries an agent converts into actual clients. Agents with a high conversion rate may be more effective at closing deals and building long-term relationships with clients.
Customer satisfaction: This KPI measures how happy clients are with an agent's services. Agents who receive positive feedback from clients may be more likely to receive referrals and repeat business. In order to measure this you or your broker might need to send review forms out to past clients to gauge satisfaction.
So how does the individual real estate agent improve customer service and satisfaction?
One tip is to be responsive - one of the most important aspects of good customer service is responsiveness. Respond to client inquiries, calls, and emails promptly, and make sure you are available to answer their questions and address their concerns.
Don’t forget to listen actively - Good communication is key to providing excellent customer service. Listen actively to your clients' needs and preferences, and make sure you are clear in your communication with them. If they ask for a single story home with a pool, don’t show them 3-story townhomes with no pool.
Another tip is to brush up on your knowledge. As a real estate agent, it is important to be knowledgeable about the local real estate market, trends, and regulations. Clients rely on you to provide them with accurate and up-to-date information.
Its important to be professional and proactive: It is important to maintain a professional demeanor at all times when working with clients. Dress professionally, be on time for appointments, and treat clients with respect and courtesy.
Anticipate your clients' needs and take the initiative to provide them with relevant information and resources. Offer suggestions and advice based on your expertise and experience.
By focusing on these aspects of customer service, real estate agents can build trust and long-term relationships with their clients, which can ultimately lead to increased success and referrals.
Referral rate: The final KPI I wanted to write about measures the percentage of new clients an agent receives from referrals. Agents with a high referral rate may be viewed as more trustworthy by their clients.
Real estate agents can generate more referrals by building strong relationships with their clients, providing excellent service, and actively seeking out referrals. Here are some specific strategies for increasing referrals:
Focus on customer service: Providing exceptional customer service is key to generating referrals. This includes being responsive to clients' needs, providing accurate and helpful information, and maintaining a professional demeanor at all times.
Stay in touch: Keep in touch with past clients through regular communication, such as email newsletters or phone calls. This will help you stay top of mind and increase the likelihood that clients will refer you to others. Make sure to stay active on all the social media platforms so your past clients know you are still in business.
Ask for referrals: Don't be afraid to ask for referrals directly. Ask satisfied clients if they know of anyone else who might be in need of real estate services, and make it easy for them to provide referrals.
Build a network: Develop relationships with other professionals in related industries, such as mortgage brokers, home inspectors, and contractors. They may be able to refer clients to you, and you may be able to refer clients to them.
Provide valuable content: Offer valuable content, such as market reports, home buying or selling guides, or other resources that clients may find helpful. This can help build trust and loyalty, and increase the likelihood of referrals.
By focusing on these strategies and providing exceptional service, real estate agents can generate more referrals and build a thriving business.
By tracking these KPIs real estate agents can gain insight into their performance and make data-driven decisions to improve their operations and achieve their objectives.
Are you ready to get your real estate license?