Real Estate Blog - Do You Value Long Term Potential Clients?

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Do You Value Long Term Potential Clients?

The last three leads that turned into 'clients' gave me the same story. "We were trying to be proactive and the agent(s) we spoke to wouldn't give us the time of day". Why? Well, I'm sure many like to get "instant gratification" although now that the market has slowed down you could be losing out with not taking care of 'yesterday's leads'.

My most memorable long term clients:

Last year I closed on a townhouse after working with the 'faithful and loyal client' which I subsequently wrote many posts through the transaction and ended up with...... MEET Mr. "W": The Faithful and Loyal Client. I love happy ~~endings~~ beginnings From "Pending" to "Executed" Contract / Congratulations Mr. "W"!!
Then I work with a client's dad (she was in Iraq and she had already bought a unit in 2005 but wanted to buy another for her return home) .... After Leaps and Bounds for a Client: A Relaxing "Tour" Around Oahu, Hawaii and it finally worked out well and she is home and happy!
Before that I had worked with client's who sold in 2006 and waited a year before buying again...... The Rewards? Smooth Transaction and Happy Clients

I have clients coming in on the 27th who I have been working with by email and phone after receiving a lead from my contact form back in November of 2007. Appreciative is putting it mildly. They are just happy they didn't get shoved to the side and that I kept in touch, mailed them my "Military Relocating to Hawaii" packet and answered every question they emailed as well as called to make sure he arrived home from the middle east safely.

I also have clients I've been working with for a year who are in Guam but come every couple of months to look at property and will be retiring here next year as well as clients who are coming in 11 months that I've been working with since last September (ActiveRain lead).

Now, we all know that it may/may not work out but I do feel that people appreciate me more when I take an interest and don't just ignore them. People tend to put trust in me when they get to know me and after working with them for awhile they also start reading my blog and start asking more questions.

I like that. What's more is I love happy beginnings :)

Do you work with long term leads? What's in your Potential Client agenda?

Posted by Celeste "SALLY" Cheeseman HAWAII Relocations & Real Estate on 02/16/2008 03:06 PM

Comments (53)

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Originally posted at: Hawaii Real Estate & Relocations : Do You Value Long Term Potential Clients?

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53 Comments on Do You Value Long Term Potential Clients?

FEB

2008

I definitely work with long term leads. Many of my mortgage clients are people that I have worked with for over a year. A number of different factors keep them from buying immediately - credit issues, employment history, income, self-employment for < 2 years. It has always been worth working with them. They appreciate the fact that we are there for them when they are ready. These are sometimes the best clients - they appreciate what you do for them.

There's a lot of money to be made by agents if they have the skills to continue follow-up on these long term. One of my team members is great at that and a diary system to follow-up. Don't forget about them... they will eventually buy.

How are ya darlin'? Its really really cold here :(

Sally, it is rare for me to not be working with someone for a long time before they buy. It has not been all that uncommon for them to be on my automatic notice for up to 2 years. It does build for long term relationships though.

Philip: You are so right! A few of mine weren't ready (credit stuff) and some were just not relocating until awhile later. Regardless what the reasons....I figure I am there to help them....and when they are ready ... I have already created a 'bond' and established trust.

Desiree: Ohh...it's cool today....weather still fluctuating like when you were here.....but for the most part....hey...it's still paradise (and I don't have to water my plants manually as much :) I know one thing....last year I worked from referrals (clients, friends and other agents) and it was pretty nice.

Marchel: Good deal! I look at it this way...for those agents that ignore them...I pick up where they didn't even start :)

I agree with you about working with long term clients, as well as my past clients. But of course loyalty is a commodity that is scarce.

Sally, long term potential clients will love you and be loyal to you because you take the time to care and pay attention to them, while many others shove them aside in favor of the "today business." When the "today business" runs dry, so will the wallets and pocketbooks of those agents. The homebuying process can often be 12-18 months or more for many potential clients and if we cultivate those relationships it will lead to long term success.

Great point, Sally Jo- perhaps the training process in a frenzied market forgot about the follow up part; there are enough agents like yourself that "get it" to eliminate those that aren't willing to touch base.

Maria: Not in my book :) The few that remain loyal make up for all the others. It's the real world...where trust doesn't come easy.

Brian: And that's exactly how I look at it....thanks for you insight Brian....makes the post worthwhile :)

Laurie: Auntie! Hey....and in the end I bet it becomes a perfect match for me/client :)

Sally...I hate to admit it but I'm working with the children of the clients I sold homes to as a newbie...so yeah I have some very long term clients. They key is keeping in touch!

Sally- Nice stories....I get referrals, and repeat customers as well, but I am horrible at keeping in contact. I remember almost every client and their purchase or sale, but don't do drip mail. I would have to say this is one of my biggest weaknesses.......that's why I had an assistant to do it :)

When you value your clients, whether long or short term, it always pays off. I had a potential client that I had ongoing contact with for over a year. They didn't end up buying anything, but because I took the time to educate and help them, they have passed my name onto a few other people, who are buying.

Sally, I will never forget Mr. W, I believe that was one of my favorites posts of yours EVER. I don't usually get called back to a space but do keep in touch with clients--and they often refer me. Which always says really nice things about how happy they were with you.

This is exactly why it is so important to have a follow up system in place. Whether it is automated drip email, a note in your calendar to follow up or even a post it note on the mirror, we have to keep in touch with both past clients and potential future clients. If you drop the ball on this, some other agent will be right there to pick it up when they are ready to make a move.

Sally, Whatever leads are - hot or cold, a or b - you work with them with respect and it all pays off in the long run in the end.

Cheryl; Ain't that the truth!

Monika: Oh, no! Those stories are classics....proud to say the least!

Kathy: Well, now you get to do the 'real' work lol! Get the campaign going! BTW: Gary is suffering now....lol. Too much walking around. See how he is? Stubborn...until he walks in the door and says he's aching....told him party is over lol!

Chelle: And that's how it goes...they will refer to others....for all our dedication and hard work. Good for you!

Carole: A few of you folks followed that story and it sure was a pretty neat story then.....and still continuuing on. I love my neighbor! That is for sure a great feeling...when you get a call and they say that so and so referred them to you :)

Lisa; I pick up a lot of these where someone 'didn't bother'. I do the personal stuff.....calls, cards with personal notes....calling and dropping by on mother's day with flowers...stuff like that. I like keeping in touch....and with long term...it's imperative....or they droff of the face of the earth :)

Marc: It sure does Marc! And it seems that those are the ones where both me/client appreciate each other more.

Hey Sally, I was just talking today how I love working with long term leads. They become close friends and family by the time they find a home. I too find that the ones not ready to buy right away are blown off way too often. I think it's sad personally.

Good luck with your clients! I know you will take good care of them and find them the perfect place.

Sally I remember that series of Post.

I work with some people for months cleaning up their credit, and it feels great when they are finally in the position to purchase a house. They not only appreciate what I did for them, but they are also a great source of referrals.

FEB

2008

Sally - you rock - sorry I have been away - Mike got seriously hurt... so I am limited on time... just wanted to say howdy and see what great posts you were up to

Sally, I imagine you approach your business with an eye towards excellence. Not surprised you follow up so adroitly because your blog always (I mean always) conveys a true sense of exemplary execution. Never any loose ends or sloppy work here. Always a polished presentation -- I imagine that shines through in your client relationships.

I am pretty good most of the time with keeping up with long term clients. I have some I've worked with for 3-4 years via email and then they end up retiring here.

Most of my deals are through my program...maximize the client...by doing multiple deals with them. The best clients are the ones that you already know...they will pass you onto the friends and relatives as well. I have one under contract right now...I have done 5 other transactions with her.

It is a ll about relationships and sometimes hey take a long time to develop. I work with folks long term as well and some materialize and some vaporize!

Gary, does have a way with words. I have those materializing clients also and I also have those that vaporize. I guess I had never thought of it in quite those terms but I will now.

Patience is a virtue. Immediate gratification is always nice, of course, but there is special satisfaction that comes from helping someone who took the long road...

They say the internet leads are usually about 2 years from actually buying. I've had internet clients using my website for even longer than that. Who knows? Maybe someday they'll buy ~ and I'll be happy to help them!

Sally, Maybe it is my training in the car business. I believe in the buy or die theory. Keep in contact because you never know where it will lead

I know your localism blog posts have been a great way for future clients to find you and learn about you. Congratulations and doing such a wonderful job of staying with them.

Stephanie: Blown off is way to nice....it is downright rude and shows the attitude of the NON professional. Sad.

George: Sure are George. I will always love that story. He certainly is the most loyal and trustworthy person I have run across in years!

Thesa: Understandable. On Valentine's Day Gary got hurt at work and we spent the evening in ER. He's okay...and yesterday he was running around until he started hurting. (he fell and his right shin swelled up like a grapefruit)

Andrew: Thanks for your compliment. I strive to not be a perfectionist but a darn good professional in my field. I've actually been slacking on blogging (taking care of self actually) due to carpal tunnel....and taking care of hop a long hubbie (hurt on V Day) I appreciate you stopping by to give such a wonderful comment that surely made my head swell up and now I won't be able to get out the door to go shopping.....so I'll just blog...haha.

Nanette: Coincidentally, my clients are coming on the 27th from Lynchburgh :)

Neal: I just do a few here and there...and last year was all referrals. (even from other agents) No matter what.... giving my time pays off in the end. I get the reward of satisfied and appreciative clients. :)

Gary: Not all work out ...just as in leads right then and there. Some will work out...some won't. But my whole thing is... I'll never know unless I try....and that goes for people who want info early. That's fine. When my dad was in the Navy and we found out we were coming to Hawaii...to stay....I started reading up and the whole bit. If there was internet back then I would have been inquiring too!

Marchel: It takes a a long time to develop trusting relationships with anyone. But I tell you what ...the long term ones whom I get to know first are the ones that hang around long after....and don't just treat me like a business venture.....

Kelly: And I think that may be true...except I have to say a year to two to three :) And that special satisfaction is the best reward .... that really makes it worthwhile :)

Matt: And I never know...and don't want to sit and have regrets or think about the what ifs :)

Randy: Why thank you kind sir!

WooHoo, I just wrote a deal for folks last week that I have been communicting with via email for almost a year. They came into town last week for one day. We looked at 3 properties and made a cash offer. I have folks in my market who I have been communicating with for more than 10 years. Even though they aren't ready to sell I have done numerous deals with their family members over the years. Our business is all about the relationship. Well done WooHoo!!

BB: Thanks there buddy! I tell you what...all the ones that call or contact and think they will just hit another let down....get surprised at the continuous contact.... I love quality relationships. :) Thanks!

WooHoo... you bet I do.. they can be a virtual goldmine!

I have one right now that is a professor at an area community college who is retiring in two years.... I'm going to be first on his list to show him in the community that he has his eye on. He has all the information on it because I supplied it to him!

Thanks for asking.

Fran: Yes they can be! It's the hard work and effort that brings appreciation and a happy client :)

Sally,

Of course I work with long-term clients, it help create a connection a bond when they know, that when they're ready you will be there for them. I help people buy homes and sell homes for a living, that's how I pay my bills. If they don't buy or sell from me now and wait until the future, that's o.k., it's not about me and I'll still have bills to pay then too.

Lynda: Agreed! So how come I'm getting all these calls....and they keep telling me other ones won't give them the time of day? Oh, well....I guess that's why they fell in my lap :)

FEB

2008

Sally- It is all about the relationship and every person comes in to your life for a reason. If you don't want to work a long term buyer or seller, than give it to someone who will, but do not ignore them. You know that is one of my pet peeves as most of my rants are just about that very same thing, no one calls back, no one returns their phone calls, heck, no one calls us back to give us showing instructions! In a slow market, you would think! But you know what, it is because they are supposed to be in your life! Great going! Love it!

Sally, I'm with you, I nurture my long-term clients. Maybe it's because I am starting my business over and am not as busy as some, but I know that they are worth working hard for and helping in any way I can!

Katerina: Now I know why I always think you're talking to "me"...you keep saying "you" in your comments lol! I tell you what though.... it's no wonder some classify our industry in a negative manner.

Diane: Nurturing is good. In the end we all benefit ...the rewards always come from within first and when someone appreciates the help ...well, that can't be beat!

Long term clients may be the best. You'e worked together long enough to build a relationship and they're not fickle when they finally arrive.

Margaret: Yes, they sure are! Just got off the phone with the ones coming in next week. They are soooo happy! I feel I already know them and when talking to both of them....gee, it's like we've known each other for quite awhile already :)

Sally,
I work with someone for as long as it takes to get them happily settled into their new place. Sometimes it takes two years.....doesn't matter.

I never rush anyone either.....I believe that when the time is right, they will buy. Patience is a virtue in this business and you and I sure have it!

Jo: That's it! I also wonder about these agents who have "asisstants" and always have their assitant talk to me throughout the entire transaction. oh, well. That's another story.

If you going to be somewhare for the long haul and like your job, your insame NOT to focus in repeat and referral business. Treat people the way you would like to be treated and take care of business.

-Mike

Mike: Sure is on my long term agenda....I just can't believe how many calls I get with the same story. I often wonder how many of these agents that ignored them....are still in the biz :)

FEB

2008

Sally - I have plenty of clients that I work with that look, come back a few months later, look some more and eventually relocate to our area. By the time they move they have usually become friends as well as clients!

Hi Sally, I was just talking to somebody about this the other day. My clients can take a long time to "incubate"--I mail them newsletters and check in by phone occasionally. The funny thing is, I would expect internet clients to take longer to act because you could be meeting them in the early stages of the process, but this even happens to me with open house clients. So I think I just attract these clients who need time and low pressure. Guess my background as a teacher gives me not only the patience but the desire to help people who need time and guidance. I've heard about 7-day leads, but it doesn't work for me... Cheers, Harley

Barbara Jo: Don't ya just love it??

Harley: Incubate sounds good. No matter where they come from...internet....phone...open house....floor call...walk in..... it's all going to depend if they're ready or if we are willing to invest our time while they are waiting to feel comfortable and ready.

FEB

2008

Do you know how much more time, energy and marketing $ you need to invest in to gain a new client vs. repeat business? Insanity.

Michael: I have had plenty of repeat and referrals.... but at some point....like now....when it's slowed down some.....it benefits to keep in touch with leads...no matter how long before they relocate here. It's the time and effort....that make a difference with the long term leads. Like the ones I have coming in next Wednesday from Virginia. Three months isn't too long to work with someone who needs the help before relocating.

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