The secret of clients for life is under promising and over delivering.
Most every selling encounter we come in contact with in our daily lives delivers hype. We see it on TV, hear it on the radio, read it in newspapers, click on it via the Internet...its everywhere. Everyone has found the secret...the magic bullet to solve the problem/need.
When actually the Solution is UNDER Promise and OVER deliver
How many of us went on these interviews where we try to show the home owner, That We are The best choice for the position. We go on and on and on,
How wonderful our service is. What benefits we bring to the table to get your home sold.
Then we go on about How OUR agency is the # 1 agency who sells the most-
Then we contiune to show stats on How & why we are # 1 BUT, wait a minute. How many #1's can there be ? In today's market you have homeowners interviewing numerous agents/agencies . So when each agent /agency claims to be Numero Uno, isn't that misleading? Isn't that a lie? Is'nt that just another way we show the public that we can't be trusted?
There are approx 4 major Real Estate Companies and a few mom & pop agencies in the area I service all claiming to be that Numero uno? But what are we really showing the public? Selling homes has become untrustworthy to many real estate clients. Since so much of it is filled with empty promises.
The American consumer has begun to accept it as a way of doing business. they end up being more skeptical and unsure of any salesperson/sales presentation they encounter. When I first became a realtor and starting out ,I can't tell you how many times I was told, Realtors are 2nd in line to a car salesman?? ( what the heck did that mean? )
We as Realtors have the distinct opportunity to be and become a highly credible source for consumers to turn to for advice and expertise, especially in the down market- It's More important than ever providing we are ...
1) knowledgeable
2) customer/client centric
3) ability to successfully manage the expectations of customers/clients
4) deliver outstanding personalized service.
But the most important trait we must have is Honesty& Integrity
Do not be afraid to let your faults show- We are not perfect. WE should not claim we are Numero Uno
I think by Showing we are human and we make mistakes, The Client relates.
Instead of talking about me and Why RE/MAX is the Numero Uno # 1
The only real Estate agency to choose ,That We sell more real estate than any National Franchise out there.
I had decided to turn the table around.
I became the interviewer, if you think about it, I have to want to work with them as well.
The conversation was actually one of the most enjoyable one I have ever had. We connected in a different light- The trust factor became REAL-
WOW FACTOR-
When dealing with clients, go the extra step .Provide something you know the client will like, But don't tell them -SURPRISE them. .WOW IDEA #1 instead of the basic this is what I will do for you. SHOW THEM.it can be as simple as being there for the cable guy while they are at work.get your imagination going dig deep into your mind and find the way to make them your client for life- make them spread the word That you are the only agent to go to,
WOW# 2- with the technology of today- videos cameras, flip cameras, are affordable, get your imagination going-Since I still want to remain Above the Crowd, I decided NOT to give my entire WOW factor out I have a list of 12, and add more each week- I am sure with all the brilliant minds here on Activerain you can come up with your own.
The point here is that the client is not expecting you to do it...So that's when you do.That's the surprise, which creates the WOW.
Whenever a customer or client makes a request, get back to them within an hour, the same day or within 24 hours, depending upon the request. If you can beat their personal expectation, you can create a discernible difference for yourself.
The Internet has been the single, most compelling marketing tool for companies offering personalized and customized products for their customers. consumers have the ability to have it their way. Savvy consumers today demand services to fit their individual needs.- GIVE IT TO THEM
An experience full time Realtor that has the knowledge controls the largest opportunity and the ability to connect on a one to one relationship with their customers/clients
WOW IDEA #3...Offer an array of different options and offers based on the profile of your customers/clients.
Customized the communication to your customers/clients in a personalized manner. It's not just sending out a copy to your new listing to your database of Realtors or past clients or calling them to get the listings reduced.
More importantly, your customer/client will appreciate the perceived extra effort you devoted on their behalf, as well as, a stronger loyalty to you because of what you know about them.
I have learned that most important business asset is my database. Why just use it when you are searching for new leads. You know the saying- OUT OF SIGHT, OUT OF MIND. Equals- "Out of Business".
The client/customers behavior is erratic they go from one agent to the next- I have in the past went to homes for a potential listing and at least 30% of the clients say they can't remember who sold them the house? Huh?? what impact did that agent have?,Did he /she say that their company is #1 -in what? - Getting you to forget their name.
WOW IDEA # 4...Consistent communications The goal should be a monthly contact of some type.... phone, email, in person, card/note, etc
Stop blogging for two hours per week, Sit at home in creative thinking mode, planning and working on sales opportunities. Come up with the most outragesous plan that suits your clients- You won't ever have to ask your customers/clients for sales leads or referrals. If you are delivering WOW,,
They will be calling you.
Too often, I hear from my clients that there previous agent disappeared after the sale is made. The money is in the bank already so they didn't need to go the extra mile. Don't let that be YOU
The goal is customers/clients for life...the sales job is never done.
So in order to be the great # 1 Realtor- Don't just say it- Show It.
Like Sarah Palin said- "Don't just Talk the Walk- "Walk The Walk"
I am dedicating this to my Broker Bill Donnelly who past away suddenly & very unexpected-
September 14,2008
He was by far one of the most kindest ,brightest, most giving man I have ever worked for.
He will never be forgotten, and his training with always be remembered.
Patricia " PATTIE" Romano
REALTOR® Associate
RE/MAX At Barnegat Bay
31 North Main Street ( RT 9 )
Manahawkin,NJ 08050
www.soldbypattie.com
609-978-4046
Direct cell-609-312-9043
eve: 609-978-5985 - till midnight
Toll free-(888) 860-9177 
Comments(7)