Four ways to best serve your clients.

By
Managing Real Estate Broker with Cornerstone Business Group Inc 0225086119
http://actvra.in/4Zh2

I'm a firm believer that the quality of service you render to your clients is a major key to your success. No matter how great your marketing techniques are, if you don't serve your clients well, you will soon receive a reputation that will limit the size of your clientele rather than increase it. 

I am working with a client who is selling a home in another community. He picked an agent in his community because of the promises in her marketing. The results were disastrous. Sixty days and almost no showings in a red hot market. She didn't live up to her marketing. His new agent didn't have a great marketing machine behind her that was designed to gain clients, but she had a reputation for results. Their house went under contract in a few days. 

How do you serve your clients best?

  • Be intentional. One of the most common compliments my clients leave on online sites for me is that they felt like they were my only client. That is rarely the case, but once I take a client on, they become a priority. I always answer their emails, texts and phone calls as quickly as possible, and they are never left out of the loop. I'm intentional.
  • Be honest. I had to have an honest conversation with a client this week that was difficult. This wonderful family has very specific needs. They probably have more parameters in their home search than any client I have. Finding what they want is like finding a needle in a haystack. We've looked at a lot of homes, and they've made one offer that they were out bid on. The bigger problem is that they only want a house payment of $XXXX. They're approved for much more than that payment. The houses they're looking at exceed the payment, and no smart seller is going to discount his home 20-40%, which is what it would take for them to buy what they want. I showed them a house, and I told them, "This is what your desired payment buys." They were crushed, but at the same time, they had an awakening. Their desires were unrealistic in our market. We're adjusting our search features to be more realistic. It was tought, but I was honest.
  • Be encouraging. I have another client who is nearly depressed that she can't find what she wants in her price range. I continuously remind her that the house she wants may not be on the market yet. Be at peace and we'll find it when it shows up. Sometimes it's hard to be honest and encouraging, but I try to be encouraging.
  • Be present. Listen to your clients when they talk. That's especially true when they talk to each other. They will give you all of the information you need to help them succeed if you're listening. Couples talk all the time during showings. One of my most recent sales involved a couple who wanted to buy a home that had a major obsolescence issue outside of the home that will make it tough to sell when they sell it. I tried and tried to steer them to a much better house a block away that had better features and a more likely sale-ability down the road. No chance. This particular house had one feature that was first priority in the wife's mind. There was no amount of reasoning the advantages and disadvantages. She was locked in and bought it. She was happy, and I was present. 

Your reputation will be a driving force in your market once people know you exist. I use online marketing and minimal print marketing, but my business has been shifting from new clients who saw an ad to new clients who had a friend or family member who used me. The testimony from friends and family has been strong enough to sway them. On one recent occasion, my past clients joined the search for their friend. That was a great day of catching up and making new relationships. 

Be intentional. Be honest. Be encouraging, and be present, and you will serve your clients well. I promise. 

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  1. Will Hamm 01/31/2017 03:35 PM
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Rainmaker
2,085,822
Richie Alan Naggar
people first...then business Ran Right Realty - Riverside, CA
agent & author

I am a strong proponent of the BE principals...thank you for sharing

Jan 30, 2017 06:59 AM #16
Ambassador
1,492,221
Harry F. D'Elia
Real Estate and Beyond, LLC - Phoenix, AZ
Investor , Mentor, GRI, Radio, CIPS, REOs, ABR

Congrats on your featured article this week and more to come

Jan 30, 2017 09:22 AM #17
Rainmaker
60,275
IDX Broker
IDX, LLC. - Eugene, OR
IDX, LLC.

Mike, such great points! Your marketing may get a client through the door, but customer service will keep them coming back. Retention is just as important as recruitment :) 

Jan 30, 2017 01:06 PM #18
Rainmaker
76,699
Christina Hayes
Everlasting Credit Repair - Morristown, TN
Credit Repair Expert

What a wonderful post. Thank you for sharing. =)

 

Jan 30, 2017 02:23 PM #19
Rainmaker
93,717
Melissa E. Spittel
Coldwell Banker Residential Brokerage - Westminster, MD
"Achieving Results Together "

Great post. The points you made should be incorporated by all agents. Too bad that's not the case. However, those who do will go a long ways in their business.

Jan 30, 2017 04:52 PM #20
Rainmaker
262,358
Jim Paulson
Progressive Realty (Boise Idaho) www.Progressive-Realty.info - Boise, ID
Owner,Broker

Well said. I might add in your "be present" that you need to be in their type of presence.  If they present themselves on the phone, call them; if it is an email, then email them back, etc.

Jan 30, 2017 05:25 PM #21
Rainmaker
1,087,132
Amanda S. Davidson
Amanda Davidson Real Estate Group - Alexandria, VA
Your Alexandria Virginia Real Estate Agent

Mike, I had a big smile reading your post because I know firsthand you practice what you preach. Your clients are so lucky to have you. Outstanding post. 

Jan 30, 2017 05:28 PM #22
Rainmaker
315,893
Melissa Brown
Helen Adams Realty - Charlotte, NC
Realtor - South Charlotte NC Homes for Sale

Such true words, Mike!  You can have the best marketing in the world, but if you don't deliver on a personal level, it won't be as memorable an experience!

Jan 30, 2017 05:57 PM #23
Rainmaker
283,522
Diana Dahlberg
1 MONTH REALTY - Kenosha, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

I enjoyed reading this post and agree with Be's:

1. Be Intentional

2. Be Honest

3. Be Encouraging

4. Be Present

Good Stuff.  Congratulations on the Feature!  Well deserved and you are an agent that shows yourself to BE REFERRABLE!

Jan 30, 2017 05:58 PM #24
Rainmaker
231,928
MaryBeth Mills Muldowney
TradeWinds Realty Group LLC - Braintree, MA
Massachusetts Broker Owner

great post Mike Cooper, I value your values!

Jan 30, 2017 07:54 PM #25
Rainer
1,310
Bill Freeze
Provo, UT

Mike...what a bore you are! No bells and whistles....no top secret algorithms or schematics to reveal....just good old fashioned....old school common sense and honesty...with a big batch of geniune caring for the people you do business with. I'm somewhat proud to say my father taught me these same points 40 years ago when I worked for him in the furniture business...they worked then and they work better than ever today! Thanks for the reminder! 

Jan 30, 2017 08:26 PM #26
Ambassador
1,834,593
Debe Maxwell, CRS
www.AtHomesCharlotte.com | The Maxwell House Group | RE/MAX Executive | (704) 491-3310 - Charlotte, NC
Charlotte Homes for Sale - Charlotte Neighborhoods

Wonderful post, Mike Cooper!  You nailed all 4 items but, the comment about listening to your clients as they talk with one another is SO true!  I get more information listening to THEM talk.  Most agents miss the boat on that one but, it is so very important!

Jan 30, 2017 09:33 PM #27
Rainmaker
1,026,400
Sharon Parisi
Keller Williams Dallas Premier Realty - Dallas, TX
Dallas Homes

These are definitely essential ingredients for success!

Jan 30, 2017 09:58 PM #28
Rainer
19,308
Brittany Nettles
Keller Williams Realty Center City - Philadelphia, PA
Realtor and Social Media Guru in Philadelphia!

Although it's tough to be present in our tech-laden world, it is PARAMOUNT!! Great article. 

Jan 31, 2017 04:41 AM #29
Rainer
74,940
Carol Lynn Johnson
Re/Max Elite Realty - Franklin, NC
Residential Specialist

Yes, Yes, Yes.....I especially like the Be Present.  You learn so much about people when you "hear" them....really hear them.  I was in a hurry a few days ago when a Newer client called to discuss a listing I had sent to her.  I learned her young son has been through a heart transplant because I slowed my own clock and chose to really listen.  I am grateful that internal voice urged me to do so.

Jan 31, 2017 06:15 AM #30
Rainmaker
226,446
John Wiley
Jones & Co. Realty - Cape Coral, FL
Lee County, FL Real Estate GRI, SRES,SFR,PSA

Mike, you have nailed it!!! Every agent should read this list at least once per month. Customer service is critical to keeping the consumer on board your train.

I would star every point on the list.

Thanks

Jan 31, 2017 08:36 AM #31
Rainmaker
235,007
Jeanne Gregory
RE/MAX Southwest - Sugar Land, TX
The most important home I sell is YOURS!

Boom!  It's not magic, it's everything you just outlined.

 

Jan 31, 2017 09:26 AM #32
Rainmaker
278,851
Nathan Gesner
American West Realty & Management - Cody, WY
Broker / Property Manager

This is a good list of ways to serve clients. I would move honesty to #1 position!

Jan 31, 2017 08:28 PM #33
Rainmaker
1,597,052
Ginny Gorman
Phillips Post Road Realty ~ 401-529-7849~ RI Waterfront Real Estate - North Kingstown, RI
Homes for Sale in North Kingstown RI and beyond

Popped over here from a re-blog since I have been someone absent Mike Cooper ...so well said and there is no doubt you are the super star with clients!

Feb 01, 2017 07:58 AM #34
Rainmaker
758,687
Jan Green
HomeSmart Elite Group,Scottsdale, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Love your post Mike.  It is so important to be present, listen more than talk.  Clients will help you sell/buy if you're present.  So important!

Feb 05, 2017 10:13 AM #35
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Mike Cooper

Your Winchester, VA Real Estate Sales Pro
Winchester has a place for you! Call me.
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