19 steps to harnessing world-class customer experience at your open homes

1.  Agent at the front door to introduce themselves – it sounds simple but seldom happens.

2.  Ensure that there is a name badge on the agent.

3. Warm welcome – this means smiling and if you can, offer your business card and be authentic.

4. Record contact details (depending on the area you operate ask for as many details as you can). Just remember how you record the details should be transparent and communicate to the client what you are doing with those details.

5.  Ask for the postcode where they are coming from.

6. Follow all check-in requirements.

7. Open home compliancy disclaimers and COVID-19 notices displayed.

8. Fact sheet and FAQs provided.

9. Brochure provided (Electronic and or hard copy).

10. Appropriate music playing.

11. Fast fact cards feature cards on display.

12. Handy hints when buying on display.

13. Any qualifying or cross selling.

14. Providing value that is different – differentiate yourself.

15. Information on auction pay.

16. Offer other options.

17. Interactive games or safe snacks for kids.

18. Social media connections (Follow me on social to find out about new listings first).

19. On departure, offer a list of other open homes for them to attend and if you have time, get permission to have your in-house finance person reach out. And thank the person for their time!