In most cases, purchasing a house is the single most significant financial commitment a client will ever make. And, while your customers may be pleased with their purchase, your work is just getting started. For the highest-earning brokers and businesses, the close of one deal marks the commencement of another. Customer retention is the most critical factor in expanding a real estate company. It can be up to 25 times more expensive to win over a new customer than to keep an old one. That is why it's crucial to establish a reputation as the go-to business for consumers considering buying a second house, selling their present residence, or suggesting a new one to their friends and family. For this reason, today, we discuss how to keep real estate clients coming back.
1. Be Kind the First Time Around
Doing a fantastic job the first time is the best way to keep real estate clients coming back. According to a Massachusetts Real Estate News poll, buyers' primary gripe about their broker is poor communication. When you get a new client, it helps to be well-organized so that you never miss a call and arrive promptly for scheduled meetings. That said, the software now facilitates two-way communication between clients and agents and streamlines administrative processes for brokers and agents. You should also make an effort to reduce their anxiety at all costs. Customers will remember you favorably for future real estate purchases if you keep them apprised of the transaction's progress.
2. Become Familiar With Your Clients
Create a bond with the consumer that isn't only based on business transactions. The strength of the initial bond you forge with a customer determines how likely they will remain a customer over time. Customers like to feel like they are a part of a tight-knit group. Therefore, it is essential to keep them updated and ask questions demonstrating your interest in their input. If you don't talk to your potential clients or customers throughout the sales and pre-sale phases, staying in contact will be far more difficult after closing the transaction.
How do you initiate contact with customers to begin forming a relationship with them? Creating forms for your clients to fill out is one way of doing it. However, most customers nowadays would prefer a quicker, more engaging approach. Once again, conversational chatbots may streamline this procedure by asking pertinent questions at the appropriate times. Ask your consumers about themselves and their lives to learn more about them. Keep in mind that the typical homeownership tenure is seven years.
3. Show Your Appreciation to Your Clients
Sending new clients thank-you emails or letters after a transaction or after they've moved in demonstrates two things. It proves both gratitude and dedication on the part of the real estate company. According to Best Movers in Florida experts, some businesses would even leave housewarming presents, each tailored to a certain kind of customer. Remember that you can't purchase your customers' loyalty, even if you go the extra mile to demonstrate your appreciation by giving them a gift. However, these letters and gift baskets aren't just a nice gesture; they're an investment in the future of your relationship with the customer.
4. Initiate Contact for Special Occasions
The more time you spend with your customers, the more you learn about them. Things like birthdays, anniversaries, graduations, and holidays. Insist that your staff proactively record and enter these dates into a database. A well-timed expression of goodwill goes a long way toward cementing your presence in their life. Special occasions like birthdays or anniversaries are perfect for sending personalized messages to your customers. However, if you deal with a high volume of customers, automation software can simplify this task. You may link a conversational AI solution, such as a customer relationship management system, with your customers. That will help you record all the important events in their lives so you can send them something meaningful on special occasions.
5. Maintain the Interest of Your Clients to Keep Real Estate Clients Coming Back
As an excellent real estate agent, you are responsible for assisting clients in resolving any issue they have. It's not easy to keep a household running smoothly, so any assistance a business may provide is much appreciated. Deep cleaning, painting, pest treatment, and furniture rental are just a few services that might benefit from partnerships with other businesses to keep clients coming back. Doing so shows your consumers that you care about them and are willing to go the extra mile for them. That will smooth up their experience after the transaction.
6. Ask For Feedback
Providing consumers with the information they want is one thing, but measuring how successfully you did so is another. After a customer service transaction, for example, proactively asking for feedback shows that you value the client's thoughts and feelings. It demonstrates your willingness to adapt after receiving constructive criticism. There are many ways to collect feedback. That includes offline surveys, but you can also use online tools to help you with this process.
7. Serve as Your Customers’ Go-to Real Estate Expert
When talking about how to keep real estate clients coming back, there is no better method than being a helpful resource to your customers. Make yourself the go-to resource for everything they would need for their house. Be available after they move in to provide recommendations for service providers such as landscapers, plumbers, electricians, and roofers. Furthermore, by networking with similar businesses, you can increase the likelihood that they will refer their clients to you. Additionally, it is essential to inform prior customers about their region's market activity, mortgage rate changes, and significant developments that might affect property prices. If you position yourself as an expert and a helpful resource, your previous customers will remember you and want to work with you again.
Written by: Lisa Roberts with US Moving Experts