Imagine standing on the cusp of buying your dream home. It’s a sunny morning in Lagos, and as you sip your coffee, you scroll through property listings, each one a possibility.

Buying a home is not just a transaction; it’s one of the most significant investments you’ll ever make, both financially and emotionally. In Nigeria’s unique and vibrant real estate market, this journey requires careful planning and keen insight.

Customer Experience Analyst, Mixta Africa, Oladayo Fabunmi, uses the story of Emily to illustrate customer real estate experience. Emily, who is a hopeful homebuyer, like many, feels a mix of excitement and apprehension. She knows that the process ahead is filled with decisions that will shape her future.

Emily starts her journey in the pre-sale phase. With the help of her real estate agent,
Adebayo, she navigates the bustling market. They sit down for a thorough consultation, where Emily shares her preferences, budget, and dreams. Adebayo creates a personalised buyer profile and begins sending her tailored property listings. Regular updates and constant communication make Emily feel valued and understood.

After weeks of searching, Emily finds a house that feels just right. Now comes the critical point of sale. Adebayo ensures that every step is clear and transparent. They negotiate the pricure financing, and conduct inspections together. Emily appreciates the clear communication and the personalised service. When it’s time to sign the papers, Adebayo is there, making sure the process is smooth and memorable.

With keys in hand, Emily steps into her new home, but Adebayo’s job isn’t done. Post-sale, he stays in touch, offering support and addressing any issues that arise. He provides a comprehensive orientation to the neighbourhood and introduces Emily to local services. His continued engagement reassures Emily that she’s made the right choice.

Adebayo’s approach is guided by the ‘MEMORABLE’ framework. Each step in Emily’s journey reflects this method. The ‘MEMORABLE’ framework involves the following. Meticulous client understanding: From their first meeting, Adebayo listens attentively to Emily’s desires. This deep understanding allows him to recommend property that feels custom-made for her.
Engage effectively: Adebayo keeps Emily in the loop with regular updates. His constant engagement builds a sense of partnership and trust, making Emily feel supported every step of the way.
Another one is masterful mastery. Adebayo’s expertise helps Emily navigate the complex real estate landscape with confidence. His knowledge of market trends and property values is invaluable.

Outstanding over delivery is also important. Adebayo goes above and beyond, arranging for a trusted moving service and providing a welcome package on the day Emily moves in. These touches make her feel special and valued.

Another way is to revamp online presence and tech. Leveraging digital tools like virtual tours and high-quality photography, Adebayo enhances Emily’s experience, making the search process enjoyable and efficient.

It is equally important to act authentically. Emily senses Adebayo’s genuine care. His honesty and empathy build trust, making Emily confident in her decisions.

In this process, there are beneficial learning materials. Emily receives useful resources on the buying process and market trends. These materials empower her, transforming her from a novice to an informed buyer.

Also, in this framework, there are leverage reviews. Adebayo values Emily’s feedback and uses it to improve his services. Positive reviews from other clients reassure Emily she’s in good hands.

Finally under the ‘MEMORABLE’ framework, it is critical to establish connections.
Adebayo maintains a connection with Emily post-transaction, ensuring she’s settling in well and providing market updates. These gestures make Emily feel part of a community.

Creating a memorable customer experience in real estate is about more than closing a deal; it’s about building trust and making every interaction count. In a world where products and services can feel commoditised, it’s the personal touch that makes the difference.

Emily’s journey is a testament to this. From the initial search to settling into her new home, every step was designed to be exceptional. She now has a story—a memorable experience she shares with friends and family, recommending Adebayo to anyone looking to embark on their own real estate adventure.
In real estate, the true differentiator is the experience.