How many of you actually will continue your relationship with a client once the transaction has closed? How many of you go above and beyond the "call of duty" during the transaction and then drop off the face of the earth when the transaction is done with? How many of you will be there before, during and after the transaction for your client?
What does going PAST the above and beyond the call of duty mean?
Going above and beyond the call of duty during and AFTER the transaction:
- With some client's it's just a given. I have "bonded" with a few clients and became more than just 'business partners'. We've become friends. (and allies against all the evil in the world..I am Wonder Woman....everyone wonders what planet I'm from)
- Potentials turn into clients I have worked with "Potential" clients for up to three years (I wrote about Mr. W...the Faithful and Loyal Client) and if dedication brings me the rewards of a loyal client throughout a time span then that is a joy in itself. (and I get to wish him a Happy Birthday on Halloween because he lives right up the street hehe)
- Referrals. I have received referrals from clients and it gives me a sense of pleasure knowing that I must have done a great job for them to refer me to their friends, family or coworkers. (or I was the only real estate agent they ever knew...joke)
- In Need. Some clients may need my help even after the transaction has closed. No problem! First time home buyers usually have questions, need help and direction even after the transaction has closed.
- Seniors in Need. I have had a couple of clients who were alone and needed assistance with changing locks, hanging blinds and so forth. (my husband gets involved at that point.....thanks Gary!)
- A problem popped up. Recently, I received a call regarding "droppings" which they thought to be termites. I called the Inspector who had done the Termite and Pest Control report and he immediately went to the house and sprayed. It was ants but the clients were happy. (funny how client's just know what kind of dropping they are...not)
- Home Exemptions I always follow up to make sure the client files their home exemption the week after closing. If it falls past the September deadline then it will not be in effect until the next year. If the owner before them had an exemption it will carry over until theirs becomes active. (I give them self addressed envelopes with two forms, and at signing have the escrow officer make copies of their id's to submit with the forms. I also email them two weeks after recording to remind them. If they still don't do it then I guess they just want to pay more property taxes)
ALL of my clients this year were referrals from other clients, other agents or family (one), or buyers from a couple of years ago who needed to sell. The majority of my clients have been military and a couple of them were deployed to Iraq. One just bought another townhouse and it closed this past Friday. She has already referred me to another soldier who is coming back with her in October. We have been communicating by email and he is excited to start looking once he lands. I also went to the airport yesterday and picked up her little sister who will be living with her and setting up the townhouse before her sister returns from Iraq.
Another soldier was deployed to Iraq a couple of months after he bought a studio townhouse and he will be coming home a week before the other one. I just met his mom two weeks ago and helped her out. She came from Long Island, NY to come clean his townhouse before his return.
A dedicated professional who is committed to their industry of choice may use the following stepping stones:
Love what they're doing. In real estate I still have the opportunity to help people and also stay in touch with myself. I have to have balance in my life and I will always come before the business. Why? Without me I have nothing after.
(or go flip burgers if you want to do something you don't like)Know what they're doing. In my book there is no such thing as "fake it" until you make it. I asked questions and dug deep for answers. I still do and will continue to do so. (there is nothing more irritating than listening to another professional give the wrong info because "they knew it all")
Believe that Passion comes before paycheck. Real Estate is the most passionate career I have ever encountered. Not just for the client but for myself as well. This passion for each transaction has brought the paycheck after. (or go spend the paycheck and buy stuff....then not have a client who refers you)
Being a dedicated, committed, honest, loyal and respectful individual IS the only way to rise to the top of our profession. There are no short cuts, slacking, sliming (is that a word?) or deceitful actions that will give anyone success. (If success is measured by monetary value I guaranty the "stuff" not be self satisfying)
Go above and beyond the call of duty. Regardless if it's just a question, guidance, painting, chipping in for screen doors and repairs or whatever I am a professional who is there for them as long as it is within reason. (I don't do marital problems though.)
Success comes from hard work and effort It doesn't just fall in my lap. I rely on good quality service and performance so that success lies within and ....being able to sleep at night. (as well continued success with referrals from others)
So, again. How many of you will be there before, during and after the transaction for your client? Do the rewards lie within..... and then the paycheck follows?
Let's hear your views on the Stepping Stones you have for your successful career!
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Sally,
Great post. I look at each client, not as a stepping stone in that I step on them to get to the next level, but as a helping hand pulling me up to the next level. Most of my business right now is referrals from others I've helped out. I even have a client whose deal just fell through last week who wants to give me a bonus for doing such a great job with her. Her deal fell through!! That, for me, says all I need to know.
Thanks for the post. I gave you a 5.