It doesn’t matter if you are working with clients who want a million-dollar property or a starter home, customer service means treating them all the same, says Rachael Hite.

“The client has the same needs. It’s all about the importance of taking care of someone during their homeownership journey,” says Hite, a business development specialist working with REALTORS^® and their digital presence. She also writes for Inman News on subjects such as customer service and was a real estate agent in Virginia and West Virginia for seven years.

One of the best ways to offer outstanding customer service includes setting boundaries from the start, she adds.

“If agents are structured and organized, they will have boundaries and will approach customer service in a way that they give similar service to all clients,” Hite says.

The first step is mapping out every part of a transaction with a customer service touch. Reference that list regularly, and if you have organized tasks, that means you regularly check in with your clients.

“People need to create a routine with customer service. Don’t throw it together at the last minute,” Hite adds. “Organization creates calm. Don’t show houses one way to some people, and other ways to others. With preparation and planning, others will understand that is your brand. You have standards.”

One of the biggest complaints she gets from agents who are burned out is that their clients contact them 24/7.

“It’s really hard to keep everyone happy right now. REALTORS^® should keep in mind with the level of stress everyone is dealing with now, and people aren’t their best selves,” she says.

But that doesn’t mean you shouldn’t give your best even when logic goes out the door for everyone else.

One way to set boundaries is telling clients right away that you are excited to help them get through the real estate experience successfully. But inform them of your business hours, whatever those might be, and ask about what methods they prefer for communication back and forth. Explain that if it isn’t an emergency, you have a dedicated time at the start of each day to sort through all messages and take care of things.

“I do set expectations,” says Devore. “But I also tell them to ask away. No questions are dumb. As REALTORS^®, we try to create boundaries. I even tried to have Sundays off. But sometimes it’s just not feasible.”

However, she does block out time for family situations such as her daughter’s dancing events. Her son has become licensed in real estate, so she can depend on him to help if something is needed along with the rest of the team.

“If you have a good support system, then you can create those boundaries and still do things you need to do,” she adds.

“First and foremost, you must hear them and be present,” says Dena Furlow, team leader of The Dena Furlow Team-Keller Williams Realty Infinity in Naperville and Atlanta. She also is expanding to Miami.

You must be in the moment and be authentic. If you are, they will know that, feel that, and appreciate that, she adds.

“I have withdrawal from my clients after a closing. I want to hang out with them,” Furlow says. “But we do stay in touch. I’ve done 20 transactions together with some of my clients. It’s not just one and done. It’s a trust level for them that is repeatable.”

She’s been invited to her clients’ family dinners, birthday parties, and other events. Sometimes, they just share a glass of wine together to talk about life. It’s about consistent communication with clients who help her know who they are and what they want. That consistency even continues for former clients who don’t respond to her correspondence.

In fact, just recently, she helped the daughter of a former client – from 15 years ago – look for the perfect house.

“We stayed in contact with him that long but never heard back from him or saw him at any of our client events,” Furlow says. “Then suddenly I see his number on my phone.”

Furlow and her team offer many client events through the year to let them know they are appreciated. It’s also a good time to inquire about their lives and see them face-to-face without the pressures of transactions and deadlines.

“It’s all about giving back to them. Our pie event, where they come and pick out their favorite pie, is popular,” she adds. “For the last two years, we’ve had a food truck and picnic in a park. They loved that one, too.”

Figueroa begins her relationships with clients by asking tons of questions in the beginning and during the entire process. Is there a certain distance you need to be due to your job? Do you need a yard or basement?

Figueroa believes customer service is all about the Golden Rule in life.

“Do unto others as you would like to be treated. Go above and beyond to create an unforgettable home buyer or seller experience,” she says.

By Lee Nelson, an Illinois-based writer whose work regularly appears in REALTOR^® Magazine and other industry publications.