The majority of estate sale companies<\/a> throughout the country are made up of family owned and operated businesses.\u00a0 The business owner will generally handle multiple functions which can quickly become overwhelming if processes are not well defined.<\/p>\n Whether you handle the function of customer service yourself or have a staff member assigned, we hope you find some of the tips we provide beneficial for your company.<\/p>\n Customer service is when you, or someone representing your company takes care of the clients\u2019 needs by providing professional, helpful, high quality service, and assistance before, during, and after the customers’ requirements are met.<\/p>\n John Romani with Sales by Helen<\/a>, serving Philadelphia and surrounding areas for the past 30 years says \u201cNow, both buyers and sellers have so many options, providing additional services that go above and beyond the estate sale is essential to the reputation and longevity of an estate sale company.\u201d<\/p>\n We reached out to our private group of estate sale professionals<\/a>\u00a0where companies share, gain insight and tips from some of the best liquidators in the industry by asking: “what is the ONE thing you believe differentiates a company in the industry and makes it stand out?”<\/p>\n Teresa Haggard Wesbrook that started with estate sales at Deja Blu Estate Sales<\/a> 5 years ago, and is now with Bo Land auctions<\/a> was the first to answer “Customer Service” and she continued “We try to know our regular customers and their style, welcome the newbies and make them feel comfortable.\u00a0 We hustle to make “piles” for customers, joke with them, and laugh at ourselves.”<\/p>\n Jodi Alldredge Almansouri with One Family Estate Liquidation<\/a>\u00a0in Utah said “I give the first 5 people in line a $5.00 gift card. I also hold a drawing each sale for 15 to 20 gift cards for whoever shares my FB event. I also have someone who buys everything out at the end. Nothing goes to charity my client makes money on everything.”<\/span><\/p>\n As an estate sale planner, you have multiple entities to service.\u00a0 Unlike a retail store that only deals with buyers and vendors for example, your clients can be three different entities at once.\u00a0 They each enter your estate sale process at various stages.<\/p>\n Realtors, attorneys, other estate sale companies can be a client if they send you estate sale leads, and referrals.\u00a0 Do you do something special for them to continue earning their support and referrals?<\/p>\n The homeowner (consigner) that hires your company directly is a client.\u00a0 Do you have a customer centric process beyond meeting the estate sale contract requirements before, during, and after each sale?<\/p>\n The estate sale buyers<\/a> are also clients that frequent your sales to purchase and help you liquidate the assets of your other client \u201cthe consignor.\u201d\u00a0 What customer service processes have you implemented for them?<\/p>\n The key to excellent customer service is to build relationships.\u00a0 Thanking the customer, following up and promoting a positive environment that will ensure they are left with a great impression about your company, and the services you provide.<\/p>\n If you\u2019re successful in your customer service endeavor, you\u2019re likely to get more referrals, positive reviews, social media mentions and your estate sale shoppers<\/a> will return often to shop and spend more, specifically with you.<\/p>\n Most estate liquidators<\/a> if asked will say \u201cI don\u2019t need more buyers, that\u2019s never an issue for me\u201d<\/em>.\u00a0 That may be true, because buyers will always buy, but what we aim to accomplish in this article is customer retention strategies that will retain your existing buyers, and increase local awareness about your company.<\/p>\n Dan Jordan with Again L.A. estate sales<\/a>, serving the greater Los Angeles area for over 20 years says \u201cI never take our estate sale shoppers for granted, they are a key to the success of our estate sales.\u00a0 I have a large following of shoppers that frequent every sale I hold and that is another reason people hire us to hold their sales, because they know we bring the right buyers.\u201d<\/p>\n Buyers are also people with friends, neighbors, and family members that may need an estate sale.\u00a0 If they regard your company, they will refer your services when someone needs an estate sale.<\/p>\n A negative estate sale buyer experience can, and will often lead to negative reviews that potential homeowners or future clients will see when researching your company for hire.<\/p>\n In fact, as I was in the process of researching companies to interview, the majority of negative reviews left for professional, reputable, and experienced estate sale professionals were mostly from buyers for minor situations that could\u2019ve very easily been avoided.<\/p>\n EstateSales.org has created an exclusive customer centric workflow available for you to download within our Estate Sale Company Network private group on Facebook.\u00a0 Join us for a wealth of info that will help you grow your business.<\/strong><\/p>\n Begin by defining customer service tasks that must be done in a sequence.\u00a0 Once those tasks are defined, assign them to a responsible party, even if it\u2019s yourself.<\/p>\n Small gestures go a long way, so let\u2019s discover some fine customer service tips that can be applied before, during, and after an estate sale.<\/p>\n We have created a sample customer service management workflow for you to use.\u00a0 Download a copy in our private group for estate sale companies.\u00a0 Not a member? Ask to join for this and many other tips that will help your estate sale business grow.<\/strong><\/p>\n Attorneys, Realtors, retirement homes, funeral homes, and even other estate sale companies are all great sources for estate sale leads<\/a>.<\/p>\n You may be the company they refer to on a regular basis, what are some of the things you can do to maintain the relationship and make your referring sources feel appreciated?<\/p>\n Remember, once you choose a customer service process, apply it to your estate sale management workflow<\/strong> and assign a responsible party to it.\u00a0 It becomes a natural method to follow in your customer service plan.\u00a0 You will be at the top of their mind when they need an estate sale professional.<\/p>\n When you take extra steps in your business to show appreciation, you differentiate your business from the competition.\u00a0 You make it memorable, dependable, and credible.<\/p>\n Let\u2019s say no one referred you.\u00a0 A homeowner or family member found you online and called you directly for an estate sale, that\u2019s great because it means your estate sale marketing<\/a> efforts are working!<\/p>\n There\u2019s no need to apply the customer service process for a referring source mentioned above for this particular scenario, however there are some other tips you can apply to make sure you shine above the rest.<\/p>\n Sue Odell at Changing Homes with Sue<\/a>\u00a0providing professional home staging and estate sale services in Villanova PA said \u201cThe (after sale) is often the most difficult part of the process for the client. \u00a0There is still work to be done!\u00a0 We understand the time constraints and emotional burden of the client, we are always prepared well in advance for the final stages, and to make special arrangements for our clients when they need it.”<\/p>\n 4. At the end of the sale, when the consignor is paid out, leave them with a branded survey\/feedback form, urge them to contact you directly if they are not satisfied and allow you to rectify the situation before leaving you a review.<\/p>\n “Your opinion guides us on how to improve our quality of service, help us get recognized for a job well done.\u00a0 We depend on word-of-mouth referrals and ask for your feedback.<\/p>\n We\u2019ve been serving (city, state) for the past (#of years).\u00a0 We take great pride in helping our clients and want to make sure you are 100% satisfied.<\/p>\n (your name) has an open-door policy, if you\u2019re unhappy for any reason, (she\/he) wants to hear about it!\u00a0 Please contact (your name) directly at (email address) and allow us to make your experience a positive one.”<\/p>\n Client feedback is extremely important in evaluating your process.\u00a0 The feedback will help you adjust, implement new methods and increase your brand awareness and local presence.<\/p>\n Serving the consignor goes well beyond taking great photos of their items<\/a>, and staging the estate sale<\/a>.<\/p>\n There are thousands of shoppers that frequent estate sales to get the best deals, however many love going to estate sales for the interaction, and experience.<\/p>\n It doesn\u2019t take much to service estate sale shoppers.\u00a0 The first can be a simple welcoming smile, and remembering their name if they come often.<\/p>\n Estate sale shopping<\/a> is quite different from retail.\u00a0 It\u2019s competitive, requires the shopper to wait in line for long periods of time.\u00a0 The goal is to make their experience a positive one and worth the wait.<\/p>\n Here are some other tips our estate sale professionals apply and suggest.<\/p>\n Happy customers shop and spend more!\u00a0 New research from the Columbia Business School<\/a> concludes that a relaxed, happy customer is not only satisfied, but is willing to pay more for the product.<\/p>\n Include the estate sale shoppers in your process, they are also people with friends, neighbors, and family members that may need an estate sale.\u00a0 If they regard your company, they will refer your services when someone needs an estate sale.<\/p>\n Keeping your existing buyers happy will grow your base of followers, thus directly affecting your ability to serve your consigner\/client.<\/p>\n Buyers talk, Oh boy do they talk!\u00a0 While they\u2019re waiting in line, or in their secret social media groups, they are talking.<\/p>\n If news used to travel fast before social media, it\u2019s now traveling at the speed of light.\u00a0 If you don\u2019t have a customer service plan or regularly evaluating your existing plan for its effectiveness, you may find yourself getting less estate sale leads and shorter lines outside of your sales.<\/p>\n Estate sale experience, marketing, properly staging an estate sale<\/a>, and selling at the highest value possible for the client is a requirement that must be met.<\/p>\n Customer service is something that goes beyond the estate sale contract requirements<\/a> and puts a spotlight on who and how you are as a professional estate sale business owner<\/a>.<\/p>\n \u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 First, don\u2019t take things personally<\/p>\n \u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Listen to the whole story, and do it empathetically<\/p>\n \u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Show respect for their point of view and always use their name<\/p>\n \u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Own it! Take ownership of the problem, and create an opportunity to solve it.<\/p>\n The secret to longevity in this estate sale industry<\/a> is communication, and understanding.\u00a0 Whether you\u2019re a veteran estate sale professional or starting a new estate sale company<\/a>.\u00a0 What are you in this for?<\/p>\n Defining who you are, and what your business stands for directly impacts how the public perceives you. In business, the first impression is everything, always make it a lasting one.<\/p>\n Estate sale management also includes implementing sales, marketing, and customer service strategies in your workflow which elevates the status of your company to a whole new level.<\/p>\n You will be thought of as a professional estate sale business instead of someone in the business of selling stuff for commission.<\/p>\n If you already follow many of these tips, we\u2019d love to hear from you and listen to your success stories.\u00a0 At estatesales.org, we have a 24 hour, 7 days a week including holidays and weekends, open-door policy.\u00a0 If you have an opinion! We want to hear it.<\/p>\n","protected":false},"excerpt":{"rendered":"What is Customer Service in the Estate Sale Industry?<\/h2>\n
Who are your Estate Sale Business Clients?<\/h2>\n
Customer Centric Estate Sale Management Strategy<\/h2>\n
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<\/a>Whether you handle the customer service process yourself or have a staff member in place.\u00a0 The first tip is to have an outlined process for each client you serve.<\/p>\nCustomer Service Tips for Estate Sale Referring Sources<\/h2>\n
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Estate Sale Customer Service Tips for the Consigner<\/h2>\n
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Estate Sale Service Tips to Use with Shoppers<\/h2>\n
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How to Resolve Customer Complaints?<\/h2>\n
Are you in the Business of Selling Stuff or in the Estate Sale Business?<\/h2>\n