Conveyancers being their best selves

WHEN it comes to life’s most stressful events, buying a house is up there. That is why a customer’s experience with their conveyancer is all the more important.

Conveyancing is a competitive industry, but guiding your client through the process with minimal stress, clear transparency and efficiency, can give you that competitive edge.

The term customer experience, also known as CX, defines the interactions and experiences your customer has with your business, from first contact through to transaction completion. 

Offering the right experience throughout the entire customer journey isn’t just about diligently ticking off all the boxes during the conveyance – it’s also about guiding your client through their property journey. These tips can help conveyancers enhance the customer experience. 

Empathise with the Experience

Empathy is putting yourself in someone else’s shoes. A property transaction can involve great stress and you’ll help alleviate your client’s anxiety if you present yourself as someone who can help guide and work with them through any issues. Encourage key staff to do the same.

Being able to affirm a customer’s feelings and understand their point of view is worth the effort. It helps you understand what they’re saying and positions you to better solve their problems. It also builds better customer relations, and businesses thrive when they connect to their customers.

What are your client’s pain points?

If your client is dealing with their first property transaction, they will obviously feel some stress and be concerned as to the safety of transacting at such a high value.

Educating them through your process, communicating all sensitive information and sharing documents through the secure portal, Communicate – available through Conveyancing practice management software triConvey – will help avoid any potential fraud.  

Listen, and ask your customers questions

When it comes to customer service, communication, and particularly listening, is key.

Being able to actively listen to your customers and respond appropriately and reassuringly will set you apart from competitors.

Understand that your clients are unfamiliar with the conveyancing process and may have many questions. While you know the correct, safe and appropriate steps to take, your client may need reassurance.