Sometimes, business relationships tend to be too straightforward and formal. Those things have their place, but we need to include a more human touch when it comes to marketing if all of us are gearing towards a more online approach now.
At the beginning of this year, one of our Realtors with 15 years experience selling began using the Buffini Coaching system which required him to drop off personal $5 dollar gifts with a personalized card once a quarter to his top 100 clients. He has seen his business triple year over year. SO simple! Recently he dropped off Pizza Cutters bought form the dollar store with a card saying ”Any way you slice it I’m never too busy for your real estate referrals and business. Thanks for your continued support in the Fraser Valley.”…..cute and simple eh. And everyone loves pizza slicers(or is that just me?), they are so much fun to use with my Dr Oetker Low-Calorie Pizza’s!….I should never Blog this close to lunch…..grumble says my stomach
After all, it’s much easier for clients to ignore and forget you if they don’t see you face to face on a regular basis – you’re just another online contractor to them. Gifts even left at the front door says volumes about how much you care.
How do you stand out from the others? By applying your own personal touch to client interaction. Here’s how you can start…
Remember special occasions. I usually greet clients on their birthdays or during our ‘anniversaries’ – the date when we signed our first contract together. This may come off as a bit touchy-feely, but it’ll differentiate you from others. Especially if your greetings are handwritten notes rather than short emails.
Be available, but not too available. Clients appreciate timely responses to their concerns, especially from agents who have cell phones, email addresses and websites. After all, they’re paying you without looking over your shoulder as you work. If you’re not available soon enough for them, even just to say that you’ll discuss their problem at a later date, red flags start to go up
Offer them discounts. Regular clients appreciate discounts, although they don’t demand for one. Giving a regular client a discount is like giving them a ‘loyalty prize’ for working with you over the years.
Over deliver. When you make promises to a client, you need to over deliver, sometimes this requires under promising. Ie) I will get you that information tomorrow morning, (knowing full well you can get it to them this afternoon!)
Clients will be expecting that you keep your promises, but they won’t be expecting something extra. Delivering more than you promised makes them feel that they got the best deal for their money.
Say “Thank you”. Thank your client for meeting with you, signing the contract with you, paying you on time – everything! The more important occasions should come in the form of a handwritten card or a small gift.
The cost of the “thank you” will likely vary depending on the cost vs. commission of the transaction, but even the simplest card makes a difference.
Doing these five things may not be a necessary part of your work, but it makes the interaction between agents and their clients more personal. Perhaps, by doing these things, your clients will realize that you’re not just some robotic contractor from the other side of the country and this will be important in the future years of our great industry!
What special things do you do for your clients? Do they have any advantages for you or your business?