Treating Every Client Like a VIP is Easier Than You Think

The competition is right on your heels no matter what industry you’re in, but it’s especially tough in real estate. So, what can you do to make yourself stand out from every other Realtor in town? Well, one way to do that is to make every client feel like a VIP with a highly personalized experience. I guess you could call it the “white-glove” treatment. The type of experience you provide to your clients has a huge impact on your entire sphere of influence. By consistently giving them an incredible experience, you can create a strong foundation, one that can make you very successful.

Here are some simple ways of doing this:

1. Demonstrate Your Thoughtfulness

Do you get birthday cards with handwritten notes inside from your mechanic? Does your dentist send you holiday cards? These are very simple gestures that can make a lasting impression. As a Realtor, you play a big part in what may be your clients’ most important life-changing decisions. You undoubtedly spent a great deal of time with them during the process. Continuing to reach out shows that you appreciate and still care about them, which has an impact.

Here are some suggestions:

• Send birthday cards with handwritten notes inside.
• Have flowers or balloons delivered once the deal closes.
• Phone them in a few months just to see how they’re doing.
• Stop by with some toys and treats when they get a new pet.
• Send flowers and a gift upon the arrival of a newborn.
• Congratulation cards for an anniversary, new job, or other achievements.
• A quick call now and then just to touch base.

 

 

2. Be a Good Listener

For Realtors, the process of buying or selling a home has become routine after taking clients through this so many times. The ups and downs don’t get to you any longer, certainly not to the extent they do for a first-time homebuyer.

Of course, you’re busy, and no one expects you to spend hours on the phone talking to each and every client. But it wouldn’t be wise to underestimate how important it is to listen and make yourself available to answer questions. You need to hear what they’re saying when they describe what they’re looking for in a home. Probe deeper with questions while addressing their concerns, hopes and fears. Pay attention, so you can get a clear understanding of their preferences. A Realtor who listens, is one who can expect a lot of referrals.

1. Stay Ahead of the Game

Being able to anticipate what your clients need and being ready to act when it materializes is critical. This is what helps you close more deals. But, it’s impossible to keep tabs on every single one of your leads, when there’s hundreds and maybe even thousands. This is what technology is for and why it’s so important that you take full advantage.

Here’s how you can stay on top of everything using technology:

• Every lead should be set up with eAlerts. These are emails that go out automatically with hand-picked listings derived from their search history.
• Implement Smart Drip campaigns to automatically send out personal messages based on insights pulled from your CRM.
• Be eager to share information and don’t hesitate to over-communicate when appropriate. This could be with the market is fluctuating and buyers and sellers are especially nervous and can’t get off the fence.
• Explain the process clearly from the very beginning so clients know what to expect and keep them informed throughout the process. Clients suffer the most when they have no idea of what to expect next and feel they’ve been left in the dark.

 

1. Don’t Waste Their Time

Time is precious, so when you fail to respect someone’s time you can easily come across as disorganized at best and disinterested at worst. That’s not to say that life can interfere, which is why it’s so important to communicate! If you consistently tell the truth and are upfront with clients when you’re running late or are forced to reschedule, they’ll understand. Just inform them as soon as you can and apologize.

While we’re sheltering in place and social distancing, our lives still go on and our days fill up with appointments. It’s important that you block out time to focus on work, take care of your clients, return phone calls, and attend your Zoom and Skype meetings. Take the time to let your clients know you’re still there for them.