They Love Me After All - and it Feels So Good!

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They Love Me After All - and it Feels So Good!

No matter how long you've been in this business, nothing touches you quite like the sound of a former client's voice saying "I want to list my home with you." It means they really were happy with your service... they know YOU made the difference... they do have confidence in you getting the job done in this market... they even like you! I had one of those calls yesterday, and I couldn't be more pleased.

Well, actually I could be more pleased. It turns out they got away for a while, most likely when I was in management and stopped mailing to my former clients. Since I helped them sell one home and buy another, they sold that home and bought two more locally without me - boy, did I blow it!

But they're back now, even if I am their second choice after listing for 274 days with another agent. Ouch!

So their call was actually a bittersweet message that communicated this: You blew it in the past by taking us for granted... BUT we were happy with your service... we know YOU made the difference... we do have confidence in you getting the job done in this market... we even like you!

I'm going to focus on the SWEET, not the "bitter" - after all, I'm really looking forward to seeing these sellers today because they're nice people and we had two great real estate experiences together in the past. This is going to be #3, even if the market is not favorable to selling a luxury condo in a 55+ community. That typically requires the buyer to sell their current home, but I'll just have to focus on the relocation market.

These sellers taught me a valuable lesson about keeping in touch. Or should I say "reminded" me of something I already know and preach to other agents. Repeat business is not automatic, even if you earn it! 'Guess I need to re-examine my business plan as it relates to repeat business now that I'm listing and selling again, make some changes, and implement them right away.

By the way, this is their property: Piney Orchard Condo for Active Adults.

DISCLAIMER: Information contained in this post is deemed reliable on the date of publication, but it is not guaranteed and it is subject to change without notice.
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Margaret Woda, REALTOR and Associate Broker
Direct: (301)346-2923 or click on EMAIL

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Long & Foster Real Estate, Inc., 2191 Defense Hwy., Crofton, MD 21114 (410) 721-1500

Posted by Margaret Woda, Maryland Real Estate & Military Relocation Services on 09/02/2008 02:55 AM

Comments (74)

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74 Comments on They Love Me After All - and it Feels So Good!

SEP

2008

Hi Margaret,
I don't think there is anything more important than staying in touch with past clients. Not only does this keep us in their mind for their real estate needs but also for their friends and family.

Congratulations! and thank you for reminding me to keep in touch as well.

Your best clients are the ones who come back for more!

Margaret, I got a email yesterday from someone I had done a market analysis on 2 years ago, she decided not to sell. I watch the listings, now she wants to discuss again. It made my day !

Margaret, congratulations. I am doing this on a regular basis and what you have said here just reinforces the fact, that I need to continue it as well.

Sometimes things are better the second time around. You have a great opportunity to do a good job for your client. Good luck! Veronica

Very nice and important post. Thanks for sharing and it will kick me to remind me not to do this

Margaret, you're right about keeping a presence in from of past clients from time to time. Thanks for the reminder.

Margaret, glad to hear that these clients made the right choice and have decided to work with you again. As you detail, you can never take a repeat client for granted.

Hi Margaret,

Great post and thanks for the reminder. It is very important not to take your former clients for granted & do your best to keep up with them. Thanks!

Good message that we should be reminded of regularly. I got a surprise listing a few months ago from a past client that I thought I'd never hear from again. I had sold an investment property for him that was in very bad shape and the final sale price kept dropping as substantial problems with the property (such as foundation issues) became apparent through inspections.

He was an out of town seller (I seem to get a lot of those) and there was extra work for me (which I was glad to do) as a result. I didn't follow up after the closing because I thought he might be very disappointed in my efforts on his behalf. Turns out I was wrong and when he contacted me a few months later, he apologized for the diffiult sale the previous one had been and thought the new one would be easier.

That is the kind of message that is a blessing in disguise. At one time we all have got them. Now is a great time to focus on our past clients and ask for referrals.

Margaret, good reminder! Staying in touch is so important, and unless we're really tuned into the basics, many of us don't do it.

Margaret: Of course it feels pretty good. And... what's not to love ? Good for you !

Margaret... as many have said, this is a great reminder. And it's one that I started preaching back in 1994, but never really did much about it until recently. I always had an excuse, or got busy, and didn't do my basic follow up. But with technology and such, it should be easier and reasonable in cost. Again, great reminder and a good lesson...

Jeff Belonger

Hi Margaret,

"You blew it in the past by taking us for granted..." You have my utmost respect for recognizing acknowledging this aspect. As for "Repeat business is not automatic," so very true! For me, it never changes, it's an ongoing committment and I love it.

Margaret, this is a great example of how to put things into perspective. I imagine some agents would choose to be put off by the fact the clients had moved on w/ another agent, rather than focusing on the "sweet" as you say. Good luck, I'm sure it will sell soon!

Margaret:

Ouch! I hate when I have to learn lessons the hard way. Wake up calls are always going to come my way and I like the way you turned that wake up call around and took the positive approach. Thanks for that lesson.

We've all learned this lesson at sometime in our careers. Even thought we get preached about it so often, we just think people are so in love with us, they'll never forget us.

Boy Margaret can I relate! When my parents both got cancer and past in the same year, I didn't do my regular past clients mailings. One of my favorite past clients found me again when they were unhappy with an agent they were working with. Like you, there had been 2 deals in between that I missed out on.

I learned my lesson, no matter what is going on, even if I have to pay a VA to get those mailings out....I won't miss doing them again.

Great reminder!

Hi Margaret,

It's easy to get caught up in the day and not take the time to do what we know has to be done. The do as I say, not as I do always hits home when we it kicks us in the butt. Thankfully, you have another opportunity to work with these folks which will be a constant reminder to keep in touch with your client base on a regular basis.

Margaret: So true,

"nothing touches you quite like the sound of a former client's voice..." ready to hire you. I think when that happens, it speaks for itself about how the client felt/feels about you.

Sometimes we have the opportunity to see our results and sometimes we don't - even though they did not choose you first - when they needed to get the job done for real... they called you - that is a result on it's own.

It was just what you need when you needed it- a little encouragement goes a long way to refreshing ones mental outlook and validating allthat you do on a daily basis.

GREAT STORY And congratulations!

Great reminder, Margaret, and easier said than done. I like the personal touch of a phone call but that is harder to do as you get busier, and then if you have a shift to management, it's even more difficult.

Margaret, If anyone has been in the business long enough, they have experienced something like this. It is a great reminder that we always have to do our best and not take anyone for granted. Good for you for concentrating on the positive.

Margaret, I confess I am inconsistent in following up and know I have lost some clients that way. At least they came back to you. That shows something. This post is a great reminder to all of us, who think clients will stay with us forever.

Margarete - customer contact is definitely a must in our business we continuously have to earn "their business" ... glad they saw the light and came back to the person who was right

Congrats for you! I've had the same happen to me...and there really is no better reinforcement that we are doing a good job when a past client calls to do business with you again.

I'll admit, I've lost contact with a couple buyers locally, but I'm working to reconnect with them. It does help when you have something automated (I use Top Producer) so that something goes out to clients on a regular basis.

SEP

2008

Keeping in front of your past clients is still important even though you provided them with the best service. There are so many hungry agents out there promising them the world and if you get in front of them every 21 days, they will never think twice about what another agent has to offer them because you've provided them with the best service in the past. Out of sight...out of mind. Keep up the great work. Aloha!!!

Goodness, I wrote this post before heading off to prepare for this listing appointment, meet with the clients, and then process the listing afterward - the next time I checked into ActiveRain, I found this had been featured. Thanks for all the moral support, everybody. Yes, I got the listing and now I have a blog in draft about the community where it's located. More info and reciprocal comments to follow.

MARGARET - You and I have discussed this very issue on the phone, and I know that you would have done things differently if you had it to do all over again. I'm glad to see that they came back to you after being gone for a while. Good luck with the sale!

Congratulations on your old clients coming back to you. It is a great feeling every time it happens

Margaret good post and a reminder for us all. Congratulations on the listing and getting your clients back.

There's nothing wrong with being the bridesmaid instead of the bride in this crazy market. Your sellers will be more realistic and easier to work with.

Margaret,

This is your time to SHINE! I'm so glad these clients remembered the positive experience they had with you in the past...and decided to contact YOU...Good Luck, and Best Wishes to you!

Good for you for focusing on the positive...and it's always better to be the second agent...the one that will get it to the closing table! Very good reminder to stay in touch with our past clients. They are golden!

Clients returning and word of mouth advertising is always the best as well as the cheapest.

This is such a timely and relevant post!! They taught you a great lesson, and now you are sharing it with us. Especially in this market, we can never take any client for granted. I just KNOW that you are going to blow them away with how well you serve them...AGAIN!! GBU!

Margaret,
Of course they love you!! Thanks for the reminder. It is so much easier to take things for granted instead of taking a moment to stay in touch! I think we all are guilty of it on occasions. Hope all is well with you.

It truly is wonderful when someone remembers what a great job you did!

Good reminder about keeping in touch. I've had my heart broken when I've seen another agent get a listing from one of my past clients! Communicating regularly after the sale needs to be consistent, or they might forget what a great job you did for them.

Congratulations on your new listing!

Margaret, you teach us all that same valuable lesson! That is smart business.

SOOO TRUE! Thanks for the reminder to KEEP IN TOUCH! We work too hard to find them to just drop the follow up ball!

I know how you feel. Keeping in touch with past clients reminds you that you were appreciated and well liked. I have quite a few clients who I keep in touch with either by email or phone. It's one of the best rewards you can have.

You are so correct Margaret. Today I am sitting down and getting cards and notes out ot my past clients and customers. Thanks for the "push".

Your right Margaret ... I'm going through the Buffini program ... keep in touch and you will get referrals!

Your right Margaret ... I'm going through the Buffini program ... keep in touch and you will get referrals! pippa

Former client referrals are the life of a successful business. The walk-ins and sales leads are icing on the cake!

It is so easy to let things slide, even a little bit, and lose clients. I'm glad yours came back! I know you will serve them well.

I am a bit overwhelmed at times with all of the new technology -- but one thing that remains constant is to connect and reconnect with our past clients and sphere. Glad these folks are back and that you will have great success.

Margaret, I've found that all the years I've been in the business, it's extremely important to keep in touch with past clients, and I do, monthly. But, honestly, I have also found that no matter how much you stay in touch, things happen - someone has a friend that gets in the business, a relative gets in the business, they were just driving by something, and on and on.

I recently had the same thing happen, a past client (who I'd sold her the house, and she recommended friends to me), listed with another new agent for a year (it was her daughter's best friend), the house was listed too high, the market has changed, and then I get the listing. I did ask her why she'd left me. So, I felt really good that she's come back to me - but honestly, it hurt when I found out she'd listed with someone else.

I'm of the opinion - why recreate the wheel if we have served someone well? Keeping in touch with them is a whole lot easier than recreating the wheel daily.

We can never be reminded enough to stay in touch. Thanks

margaret- You have shown such an important reason to stay in touch no matter what. Thanks for sharing and the reminder.

I came back to reciprocate, but so many of the comments are similar... I'm going to make a general response.

By way of background to those of you who don't regularly follow my blog - I went into management in the 80's briefly, and then for several years in the 90's before retiring after 35 years. Who knew I would come back into this business? I'm sure these former clients aren't the only ones who sought out another agent during those years. This renewed relationship is a good reminder to me... and (through my blog) to you!

Margaret - reminds me of clients who bought a house and developed a relationship with the listing agent, who was now their next door neighbor. Client called me and said, "I have a strange question for you. I'm planning to list my house with Agent X, who is a good friend and neighbor, but what I want to know is, after he doesn't sell it, will you then list my house? Yes, I will. And it's been over 4 months with no sale, but communications between the client and I. Was I disappointed that I wasn't #1? Yes, of course. Was I willing to be #2? Yes, of course.

With so much competing for our time these days it is easy to let past business slide but remember you have already laid the ground work with these folks. Typically it is not efficient to ignore follow up!!!

Well stated, and you give us a great example to stay in touch. It seems for ever but when you have been around as long as I have you really appreciate those that come back for whatever reason. I hope you continue to get the benefits of your extra special care.

Margaret- Bittersweet lessons such as this will teach us the longest remembered lessons. I have some of those too!

You cant control when people go to someone else. But you can try to make it less likely. Its hard to know for sure how well they ever liked you or what they truly thought of you.

SEP

2008

Excellent reminder about keeping in touch, and I am glad they are giving you the opportunity to sell their home. I hope you sell it quickly for them, and thanks for the reminder . . .

SEP

2008

Margaret - It's a great lesson for us all. Keeping in touch with our client base is probably the single most important thing to keep our businesses alive. It can be a hard lesson to learn, but hopefully we only have to do it once. :)

SEP

2008

This is one of the hardest lessons to learn in real estate and all of us I think at one time or another have heard those words. I lost one a couple years ago when they told me they thought I left the business because they had stopped receiving my newsletter and they listed with someone else because of it.

OUCH!

SEP

2008

I promised to come back and reciprocate after I finished the Garden Club Yearbook, so here I am. Slowly but surely, I will catch up! Thanks for your interest in this post and in this topic!

Todd, you're right - and that's why I always preach it. 'Shoulda been looking in the mirror....

Jesse - When I got outta the business, I made a conscious decision to stop mailing because my agents became my customers. Who knew I'd ever return to sales?

Sharon - I just added a flyer for the property to this post - check it out!

Shane - You're right, but I guess I should have kept mailing, even when I went into management - even if I cut back the frequency.

Katerina - Thanks for commenting... and yes, don't we all!

Hollis - Why can't REALTORS move on... go into a related field (like management) or even retire? We always seem to come back. This is really the lesson to this post.

John - My follow-up with clients since I came back into sales is inferior to none. They probably wish I'd go away! It's the "old" oes from the 70's and 80's that I need to find and touch base with.

Margaret, I missed this when you posted it, but what a great reminder to all of us that client follow up needs to be an integral part of our business plan. I'm still working on making my Top Producer drip campaigns sound more like "me", but it's slow going :) Congrats on the feature!

SEP

2008

I know the feeling. I temporarily lost touch with a couple of clients who listed their home with someone else but it didn't sell with them, so I received another chance too.

Okay, I'm going to start making 5 or 10 calls a day to past clients. Your post really drives home the importance of not neglecting our past customers and clients. I'm glad you're getting that listing too!

Lisa - 'So glad Hurrican Gustav didn't cause you or your home any harm! I'm real good with follow-up for people I've worked with since coming back into sales, but not the ones I did business 15, 25, 35 years ago...

What a great reminder that this is a PEOPLE busniess and that there is nothing more important to our businesses than keeping in touch with our people!

Hi Margaret - you're so right, those words are some of the sweetest we can hear in our professional lives. And I'm glad you got to hear them from your clients. I love hearing them from my own, and as a matter of fact, I heard those words just this morning. How sweet they are!

Ann

Hi Margaret! Of course they love you and my goodness, what a way to turn that into sweetness. You really have triggered a thought in my mind that I must not procrastinate on my next mailer. Big hugs to you and I hope you are doing very well.

Julie, welcome back... where have you been?

Ann, So true!

Janna, It was a good reminder to me, that's for sure!

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Margaret Woda, Maryland Real Estate & Military Relocation Services

Crofton, MD

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Long & Foster Real Estate, Inc., Crofton, MD

Address: 2191 Defense Hwy., #120, Crofton, Bowie, and Davidsonville, MD, 21114

Office Phone: (410) 721-1500

Cell Phone: (301) 346-2923

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Real Estate and community information for homebuyers, sellers, and rookie agents in Bowie, Crofton, Crownsville, Davidsonville, Fort Meade, Gambrills, Odenton, Millersville, and the U.S. Naval Academy in Annapolis. Proven systems - combining local expertise, professional experience, and technology - to give you a competitive edge when you buy or sell a home.

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Margaret Woda

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