Think about the last time you had a fantastic experience as a customer. How did that experience make you feel? Now, think about the last time you had a poor experience. These two distinctly different interactions probably had an impact on you and influenced whether you would work with those companies or individuals again. Providing positive experiences for your customers should be the most important goal in your real estate business.
Keeping Loyal Customers Is Less Expensive Than Finding New Ones
Crafting a positive client experience is more cost-effective than not. Remember that every client is worth around $75,000 in lifetime revenue. No really—the typical client has (on average) three home purchases and two home sales in their lifetime. So, it’s worth putting in extra effort to make your clients raving fans of your service, creating long-term, repeat business.
Start by updating your team’s systems and processes to provide service that helps you outshine the competition in every way!
At Workman Success Systems, we push our coaches, team leaders and team members to go above and beyond to provide clients with real value. “The only thing that will really speak to people, from potential leads to clients at the closing table, is how you can support them,” says Workman Success Systems master coach Terri Murphy. The only way to prove that you’re the better real estate agent in a competitive market is service regardless of opportunity.
Modernize Your White-Glove Service
In the era of apps and instant information, your customers expect interactions and information to be delivered in real-time and on any device. Keep up with this and you will always succeed as the market changes over and over. Look into adding automated systems (email and text communication) or information on buying or selling that is accessible in the palm of their hand.
For something that’s both fun for your clients and steps up your service, you can suggest a virtual “What have you improved since moving in?” tour. This is where you can have your proud client show you around and highlight the many things they’ve done since moving in! This is also a great opportunity to suggest vendors for future projects and to ask for referrals.
Additional ways to increase your level of service:
– Answers to housing-related questions
– Home anniversary letters
– Home maintenance reminders
– Nosy neighbor program (keeping them up-to-date on sales in their neighborhood)
– Informational webinars
– Bomb-bomb videos (video messaging)
Verl Workman is the founder and CEO of Workman Success Systems, a real estate consulting company that specializes in performance coaching and building highly effective teams. Contact wssm@workmansuccess.com for more information and free downloadable resources.
