Winning Customers and Client's Loyalty
In my previous post, I said that if I received enough interest, I would write a follow up post. I did indeed receive several requests for more information, privately. Perhaps some of the Realtors requesting more information didn’t want to make the request publicly? It’s all good, everyone will make mistakes and if you don’t, you’re not human.
Previously, I gave some true life examples from my own real estate career. I enjoy helping people anyway that I can and if it means publicly announcing some of my bloopers, that’s fine, someone else can learn from them and I’ve done my good deed by sharing. If you missed my previous article, click here to read it.
Being a very good Realtor is not rocket science. A large segment is simply being available to your clients, returning messages and inquires in a timely manner, etc. If they ask you a question and you don’t know the answer, be honest with them and let them know that you will be back with an answer to their question ASAP. Don’t fabricate an answer as it might come back to haunt you later.
When my phone rings, I try to answer it every time. If I am unable to answer immediately, I will return the customer/clients’ call as quickly as possible. People simply do not like to wait.
One of the first and most important things that a successful Realtor will do is, follow up-follow up- follow up. I can’t tell you how often I hear, “I’m going to work with you because you are the only Realtor that I’ve ever known to stay in touch, answer all of my questions and offer assistance with just about everything.”
Something else that I hear from customers very often, “You are the only Realtor that I’ve ever worked with that will answer the phone when I call or return a voice message in a timely manner or answer my emails within a few minutes or hours.”
Another very important thing is to help the home buyer find the right home and don’t try to sell them on something they’d have no interest in. Let’s say that I receive a lead from the Internet and they are inquiring about a $200,000 home in Monroe that has 4 bedrooms, 3 bathrooms and a finished basement.
Since I belong to both the Cincy MLS and the Dayton MLS (multiple-listing services) I will setup a “client portal” for my customer/client and setup a search for homes that are very similar to what they originally inquired about in both systems as Monroe is basically in the middle between Cincinnati and Dayton.
There is no point in sending the customer MLS listings of homes that are nowhere near what they originally inquired about. I will adjust the price of the search by 10% and offer to revise their search anytime they’d like. If you don’t send homes that match their needs as closely as possible, they will stop reading your emails, etc. When sending a lot of mismatched listings, they may take this as a sign of you “not listening” to their needs.
If the customer is looking to buy a condo, don’t send them listings of single family homes and vice versa. If they are looking for foreclosures only, don’t send them consumer owned homes and vice versa. If they are looking for a home with acreage, don’t send them listings of homes on small lots. If they are looking for newer homes only, don’t send them historical homes and so on and so forth. I even have a condo quick search available on my personal website, click here.
Listen and respond to your customers and clients needs or it might cost you a sale in the long run.
More Realtor Tips to follow in my subsequent posts. If you need help in the meantime, simply let me know.