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What Do You Do?

By David Slavin, ABR, SRES

This is always a tough one for many agents. In today's real estate market we must make sure customer service is a top priority and part of this is gift giving. I'm not necessarily talking about holiday gifts to clients and past clients. I'm talking about gift giving when clients don't expect it. That's when it makes the biggest impression on them and you will remain on the top of their mind. When they think real estate they think of you. But now for the big question...

What do you give them and how often?

Buffini says to use the pop-by to bring gifts but this raises the same questions. Please share your thoughts and what you have done that has been well received by clients and past clients.

Posted by David Slavin, CDPE, ABR, SRES RE/MAX Grand on 10/05/2008 09:07 AM

Comments (24)

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24 Comments on What Do You Do?

OCT

2008

We have done the pop by with homemade cookies. Other than that it is holiday cards and phone calls..

Good morning David.

Depends on the person. Sometimes I can pick up something they like and will try and find a gift that matches. My stand-by is Edible Arrangements. I never drop it off if they work in an office. I'll have it delivered to the office, this way people will wonder who it is from and perhaps a referrals will come out of it (even if down the road). if they are self-employed that is a different story. If there is not an office then I 'might' deliver it myself. The gift itself is still the same. I like Edible Arrangements at work because they will typically share it and that is where questions might come up about the refinance and/or purchase process. if I did my job right, there should be a lot of positive things to say.

1) Monogrammed linen napkins (after a home purchase)

2) I agree with you on the dible arrangements, I LOVE them. They are also great for an open house.

3) A box of chocolate covered strawberries ent by Red Envelope or something similar.

I love the idea of sending them something at work. I've sent flowers and balloons to clients at work - to congratulate them on their home purchase, and sometimes on their home-buying anniversary.

It always results in a phone call where they tell you how many co-workers commented about the gift...

Great idea about sending edibles to their work, have to put that on our list!

I try to get to know people before giving a gift. For instance, a couple of folks I know are struggling with finances, so a gas card or local grocery store gift card is what I give. Some folks like home made items -- I may make a pie or pull out fabric in my sewing room for something personal. Some may have particular likes or dislikes in coffees, teas or chocolates -- I'll put together a basket that reflects that. Whatever I give, I want it to be well thought out and personal. ~ Evelyn

Giving a gift is always a good idea. I've created some really nice friendships by staying connected after the closing.

Rich

Charlotte NC

David, thanks for the post and the commenters, we haven't been real good at given the unexpected gifts, so it was good for me to read this for some ideas!

I'm a big believer in gift giving. I love receiving so I know it feels just as good to the person receiving my gift as well. Looking for ways to "pop" in on people is sometimes challenging. I listen for tell-tell signs of individual interest and go from there.

I generally give a gift at closing- something personal My last closing gift was 2 housekeepers for 2 hours. We had a delayed closing & the buyer had no choice but to move into a home he wasn't able to clean first - He was delighted when I told him at the closing. I had a basket arranged but the housecleaners was the right thing to do.

Week number one after a closing is a phone call to make sure all is OK.

I always send return address labels with their new address on week number 2. They hang around are usefull & have my contact info on the back of the sheet. I print them myself. A thank you card & subtle request for referrals complete the mailing.

Then I stay in touch for ever with a quarterly newsletter ( snail mail) and monthly email newsletter & calendar at Christmas

WOW! All of these are great ideas... keep em coming!

David,

We do a handful of different ideas. Usually on the pop by's and make them seasonal. Just last week we dropped off a big cake that had out new logo on it (we now have a moving van) as a way to introduce the truck to some people that we market to at a certain credit union.

But you got some other great ideas!

OCT

2008

David, I use to do the Buffini pop-by but found that it really didn't serve the amount of time and effort that I put in. I hope you have better luck with it. My past clients actually prefer that I send them information on their neighborhoods and chat with them rather than do the gift thing. Different strokes for different folks...

Sheila - Where's my cake? I like chocolate.

We really try to make sure that the gift fits the client and we usually spend so much time with our clients that it is pretty easy to get them something of value. On-line gift baskets or hand picked gift baskets with homemade goodies are a hit.

As a small gift at the beginning of summer, we sent frisbees out to our past clients. No need to box them up, we simply added labels and stamps and took them to the post office. I am not sure that the mail carriers thought it was such a great idea. :)

That's a great idea but wouldn't have thought that the post office would accept the frisbees without packaging. Thanks for sharing!

OCT

2008

David, We remember them at their birthday time with a highly personalized birthday card plus other mailings throughout the year

Birthday cards are always a hit.

OCT

2008

Great Post. I always shoot for the unexpected. After a phone call I try to pick up a tit-bit that I can work with. Recently I took a single guy a cook book after his kitchen laments. He was thrilled.

OCT

2008

Ellie - That always a good approach.

David, I came up with another little item the other day while at Costco. You can order custom stamps with whatever picture you want on them. Possibly a picture of your client's favorite pet, or their recently purchased home?

Steve - Interesting idea! I really like anything personalized since it shows them that you really made an effort to do something special for them.

OCT

2008

David, I love all the ideas. When I give gifts it is something just for that particular client so it's got a "personal" feel but I don't send out mass amounts. One thing I always leave is a magnet--everyone keeps them :)

NOV

2008

Carole - I love the magnet idea too. I give them out all of the time.

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