When was the last time you were at a restaurant or store and received an unexpected service or treat? Perhaps your favorite restaurant gave you an appetizer on the house or the plant nursery you frequent gave you a free plant “just because.” Did it put a smile on your face and make you want to tell everyone you know about the great service you received?
That’s how your clients feel when you go the extra mile for them, not just while you’re working with them on a transaction, but before and after as well. It’s the little things you do to show your clients you care, that you appreciate them as people and want to establish the trust that prompts them to work with you again in the future and refer you to their family and friends. Here are some tips:
- Go beyond expectations. With so many agents only willing to do the bare minimum to turn a lead into a client, you’ll stand out by going above and beyond expectations. Call them to touch base and just say “hi,” send a personal note to tell them you enjoy working with them, or deliver a “pop-by” gift to express your appreciation or host a client party. Additionally, just listen to them. Listening not only shows respect, it also helps prevent frustration and anxiety before they start.
- Find a need to fill. Your clients may not ask you directly for the name of a good roofer or gardener, but if you hear they need one, connect them with one from your database. Every time you speak with your clients, listen for a challenge they’re facing that you can help them solve by connecting them with someone in your database. For example, if your client mentions that they lost a few shingles in the last storm, follow up with the names of two or three roofers you work with who you trust. Even if they don’t choose to work with one of these businesses, they’ll appreciate that you thought enough to refer the businesses to them.
- View problems as opportunities to leave a positive impression. Whether you’re new to the business or have been in real estate for decades, you know problems can arise at any time. Luckily you have the expertise and experience to handle any challenges like the pro you are. Put your clients at ease by incorporating reassuring phrases into your communications with your clients. Remember, your clients don’t have the knowledge and experience with the real estate process that you do; every challenge is amplified when things aren’t going as expected. Phrases such as, “This is not unusual” or “We’re staying on top of it” will reassure your clients that you have their best interests at heart and know what you’re doing.
- Make it personal. As you continue to connect with your clients, you’ll get to know them better, which will help you deliver personalized service. This is anything from delivering a pop-by gift of sunscreen and beach towels to a client who is taking a tropical vacation to giving a seller a personal checklist of things to do before their home hits the market.
- Provide value. We live in an age where people can find all the information they want with the click of the mouse. However, they may not have the experience to process the information they find. Giving them a monthly marketing flyer that provides information about a topical subject will satisfy your clients’ thirst for knowledge and reinforce your character and expertise.
When you offer your clients great service, they’ll likely become clients for life. And when you have clients for life, you’re sure to have a consistent stream of referrals.
For more information, visit www.buffiniandco.com.
