Building Customer Loyalty:
Client loyalty is an essential factor for building a successful real estate sales career. In fact, according to Bain & Company, if you increase customer retention by as little as 5%, you may boost your profits by an astounding 95%! Yet, only dedicated real estate agents can gain the kind of client loyalty that increases repeat business odds. Here are nine things you can do to help build on your client's loyalty.
- Send Out Newsletters
If you want solid business relationships, you need to stay in contact with clients, and a real estate agent newsletter each month is one of the best ways to keep in touch. Consider topics like home improvements, landscape tips, or other things of interest to homeowners. It costs very little to email everyone on your contact list. You may want to consider sending your top clients a copy in the mail for a more personal touch.
- Check Up on Your Best Clients
Are some of your clients a good source for referrals? You should thank them for each referral with a gift and check up on them from time to time. Call them to say hi. Invite them for a coffee or lunch. Make them feel special.
- Customer Appreciation Events
Why not throw a special event to show all your clients how much you appreciate their business? You could have an outdoor BBQ or maybe give away a movie or local event tickets. Use your imagination, and you may think of several possibilities. The money you spend is a business tax deduction.
Client loyalty is an essential factor for building a successful real estate sales career.
- Listen to Your Clients
When you have the chance to talk to past clients, listen to what they have to say, and ask about their goals. Maybe a wedding anniversary is coming up, or they plan to upgrade the kitchen. You can help them out by recommending a reputable contractor or an excellent restaurant for anniversary celebrations.
- Remember Client Birthdays
Some clients may have little to celebrate on their birthdays. Few people may remember them, and they will feel special when you offer a heartfelt birthday greeting. You can send them a personal card or call them on the phone. Most clients are not going to forget things like this.
- Remember Them on the Holidays
When was the last time someone dropped off a special treat for the holidays? You don't have to spend a lot of money to create some home-baked cookies or buy some gift baskets. Most people only remember close relatives or friends on holidays, and when you remember clients, you treat them like family. A grateful real estate agent creates goodwill and client referrals.
- Call Them
Did you notice that a previous client did some fantastic landscaping on the property you sold him? Maybe a past client just painted her home exterior, and it looks great. Why not call them and let them know? Calling clients keeps you top of mind and well-positioned to be referred.
- Take an Active Interest in Your Clients
Past clients are more than just data on your CRM. They are people with feelings, hobbies, and special interests. The more you communicate with others, the more you learn about them. Maybe you found a new restaurant that some clients might enjoy. Perhaps you saw a video or read a book of interest to a particular client. Flag your client's individual interests into your CRM. When you come across an interesting article, say on golf, forward a link to the article to all your clients that you have flagged. It's a great way of staying in touch and top of mind.
- Be Dependable
When someone calls, ensure that you return their call promptly. The same goes for text messages and emails. No one wants to do business with someone who does not reply promptly. Remember, nobody is going to recommend an unreliable real estate agent to friends or family.
Loyal clients are the best sources for referral business. Keep in touch with a regular newsletter and check to see what your clients are up to occasionally. Listen to your clients and remember birthdays and holidays. Consider customer appreciation events and show genuine interest in their lives. Keep detailed contact profiles in your CRM. Be dependable, and you will notice an increase in your referrals.