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The hospitality industry is built on exceptional customer service. Whether it’s a five-star restaurant or a boutique hotel, success depends on how well customers are treated. So, what can real estate professionals learn about customer experiences from hospitality?
In many cases, particularly in markets like the US, service quality directly impacts earnings through tips. This means staff are constantly striving to exceed expectations, provide personalised experiences, and leave a lasting impression.
Agents can – and should – adopt a similar approach. Great service shouldn’t just be a transactional necessity; it should be the foundation of every client interaction, from the first meeting to years after a sale.
The value of overservicing clients
In hospitality, customers expect to be looked after, whether they’re dining at a high-end restaurant or checking into a hotel. The same mindset should apply to real estate. Every buyer, seller, landlord, or past client should feel valued and supported, not just during a transaction but well beyond it.
Agents often focus too much on new leads and neglect the relationships they’ve already built. But true professionals know that long-term success comes from overservicing every person they engage with, whether it’s:
- A pipeline seller who may not be ready now but will be in the future.
- A past client who might refer business if they remember a great experience.
- A hot prospect who has attended inspections but hasn’t yet found the right home.
- Anyone you’ve appraised since the start of your career.
These are all people who deserve the same level of service and attention as someone about to list their home today.
The role of reverence and professionalism
Language and attitude play a huge role in creating positive client experiences. In hospitality, great service isn’t just about efficiency; it’s about warmth, professionalism, and making every guest feel important.
The same principle applies to real estate. Agents who use language that reflects respect and professionalism will always stand out. Simple phrases like:
- “Sir/Madam, how can I assist you?”
- “Thank you for attending the inspection; the owners appreciate your time.”
- “I’d love the opportunity to work with you and help you find the right home.”
These small but meaningful touches make interactions feel more personalised and respectful. Clients notice them, and they remember them.
Creating a high-standard service culture
The best agents operate like top-tier hospitality professionals. They are consistently:
- Attentive – Listening carefully to client needs and concerns.
- Proactive – Offering solutions before clients even ask.
- Grateful – Acknowledging and appreciating every interaction.
- Consistent – Treating every client with the same high level of care, regardless of their situation.
This approach isn’t just about making people feel good; it’s about creating a reputation that leads to referrals, repeat business and long-term success.
Real estate is not just about transactions; it’s about relationships. Agents who adopt a hospitality-style mindset, where service, respect and attention to detail come first, will always stand out in the industry.
Energy, language, and attitude can determine the strength of your client relationships. A commitment to exceptional service doesn’t just improve individual interactions, it builds a strong, long-term business.
By Adrian Bo, CEO of Adrian Bo Real Estate Training & Auctions.
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