Creating Lasting Relationships with Clients
08.30.2021 | Category: Homebuying
Did you know that 24% of adult Americans move at least once during a five-year period?* With that stat, we see the need for creating lasting relationships with our customers. Creating those relationships, and nourishing them over time, ends up being a win-win for both you and your clients. You’ll receive their loyalty, and their referrals, and they’ll have a real estate agent who already knows them and their needs.
When finding how to create and build on these relationships, we found three major themes: communication, personalization and appreciation.
The hardest part about communicating is that there are so many ways to do it! You can call them, text them, message them on Facebook, or send them an email. There are so many options, and everyone has their personal preference. Learn what that is for your clients at the beginning. And make sure you’re comfortable with multiple methods, too!
Be responsive. We’re not saying be ready to respond to their questions at any given time. But let them know you received their message. Buying a house is stressful, so you know you’ll get the occasional panicky message at 8pm. You can even personalize the response. For example: “I’m at my kid’s soccer game right now, but I’ll get back to you first thing tomorrow morning. Have a good night!”
In the beginning, get to know them and their goals. This will help you with their initial search – but will also give you an idea on what their distant future looks like. Having a personal sit-down in the beginning, possibly at their home or a restaurant, will help to create that friendly conversation, too. Those don’t have to end after closing either. That’s a great way to keep in touch! Scheduling coffee meet-ups to see how their home is treating them, or if you have industry-related news to share that pertains to their personal situation, goes a long way in keeping your relationship strong.
Share the relationships you’ve gained while working in the industry. When your clients buy a house, their needs could range from needing a mortgage lender to an electrician. Having someone that you trust will give your clients peace of mind and show that you know their individual needs along the way. If they need a referral in the future, they’ll know they can reach out to you, too.
It may seem old school, but a handwritten thank you note goes a long way. If they mentioned something they’ll need for their new home, surprise them with it as a gift. Or help them to explore their new neighborhood with a gift card to a business in the area.
Showing your gratitude doesn’t end right at closing. The circle of appreciation goes both ways. They’ll appreciate you thinking of them, and you’ll stay top of mind when someone asks them for a reference.
Remember that creating lasting relationships won’t happen with every single one of your customers, and it won’t happen overnight. Work at the relationship, just like you would with your friends. Reach out when you see something that reminds you of them or during the holidays. If you keep them top of mind, they’ll keep you top of mind, too.
Building Relationships with Customers: 7 Ways to Create Authentic Connection and Strengthen Customer Loyalty.
Published January 2021.
*Top 10 Tips for Building Real Estate Customer Loyalty.
Published October 2018.