Buying or selling real estate isn’t just about you or your client, it’s about you and your client. Customer management is key to maintaining a successful business, especially in the real estate world. Doing business with real estate is a big commitment for everyone, therefore your clients need trust and reassurance that whatever decision they make, is the right one.
These 5 techniques have been implemented by other successful real estate professionals, and now you can practice them too.
1. Get to know your client on a personal level
Who did it? Emily Beare - Broker, CORE
Emily Beare was listed as one of “The Most Successful Real Estate Agents of the Year” in Business Insider. She was able to find the perfect home for her client, that “she said they both burst into tears because they knew they had finally found the right place.” (Business Insider, 2012)
Getting to know your client on a personal level can not only help you close a sale, it can create a special impact and cultivate a memorable relationship.
2. Turn your transaction-based relationship to a partnership
Christophe is a top and award winning luxury real estate broker who has countless recommendations from his clients. One in particular stated “bottom line - it all ended with a lot of happy people on all sides of the table” (Ruvoreps, 2013).
This isn’t a one way street. As a real estate professional, you know that your business depends on your client, and your client knows that their business (purchasing or selling property) depends on you. Therefore, everyone is in it from the start to the end, making sure that each decision is made together and for the interest of both parties.
3. Being able to communicate openly and honestly is crucial
Jason is one of Canada’s top selling REALTORS® and has sold over 1500 residential properties. He believes that “success is not measured solely by sales, but by relationships built, continually communicating with clients and by responding to their individual needs” (Jason Soprovich, 2015).
Purchasing real estate is one of the most important decisions for an individual to make. Therefore, your client needs to know that you are always communicating openly and honestly with them throughout the entire process. Partnerships are successful when everyone is on the same page.
4. Switch from reactive to proactive client service
Jade is one of the 25 top real estate agents in Hollywood. An excellent example of her great client service is when she knows her “clients don't want to stop for lunch, [she’ll] just pack sandwiches and drinks in the car so that [they] keep going all day" (THR Staff, 2013).
Going above and beyond to ensure that your clients get the best experience possible will not only make them happy, but they’ll want to tell their friends and family about it. This is where your leads and referrals from your past clients start coming from.
5. Don’t let your clients forget about you
Who did it? RESAAS for agents.
One key thing any real estate professional should do is to make sure to stay top-of-mind with their clients, because every relationship needs to be nurtured in order for it to last. How do you stay top-of-mind? RESAAS Premium’s latest feature ShareCRM has been designed to help you:
Learn more about your clients’ needs or get their feedback on a listing.
Keep track of your success in the easy to navigate campaign dashboard.
Use your newfound knowledge to be proactive.
To learn more about what you can do with ShareCRM, just click here.
There are many ways to build and maintain lasting relationships with your clients, because no relationship is the same. There are no set of rules to follow when it comes to customer management. Managing customers is about creating a unique partnership with each individual client, building on that, and then making sure you maintain it.
If you want customers to speak about you and potential clients to hear about you, make something worth talking about. If you want clients who are loyal, act in a way that deserves loyalty. Having a client list is great, but a strong and resourceful one will not only help you keep your business going, it will help you grow.
What we’ve learned from the real estate professionals who manage their customers very well, is that it’s important to make sure you get to know your client personally, treat them like your partner, communicate thoroughly, be proactive by going above and beyond, and stay top-of-mind so that your client knows you’re still present.