Whatever your thoughts on the current economic climate are, it never hurts to check in on your client retention, and see if it’s working as effectively as you like.
I encourage all my coaching clients to work on developing a business that relies strongly on repeat and referral clients. One great way to get started on this is by developing and writing out a client retention strategy – the things you will do in your business to generate repeat business from past clients, and referrals to new clients.
1. Focus on your current clients – sounds very simple, but many people never hear from their real estate agent after the closing. These people have already chosen to work with you once – touch base with them a few weeks after they close to see how they’re doing. Send them a cards or a newsletter.
2. Stay consistent with these clients – Not only should you check in on clients after the closing, but you should stay in touch with them on a fairly regular basis (this doesn’t mean weekly, but just that you will check in with them, mail them, or stop by with a small gift a few times a year).
3. Keep your promise – anything you say you’re going to do for them, do it. Make sure they know they can depend on you to do what you have agreed to. Many people have experienced being told that their agent will send them something, or take care of something, and it never happens. This can be a huge point when they’re referring you to other people – your dependability.
4. Connect with your clients – Get to know them personally. They will appreciate your phone call in 6 months a lot more if they know you are genuinely interested in how they are – whether a difficult situation they were having is better, how their kids are doing, etc. Plus, it makes those consistent check-in’s you should be doing a lot easier, since you’ll know what to ask!
5. Always be learning – Build up your own knowledge so that you are always providing current, in-depth information and service to your client. Let them know through your newsletters or in personal cards when you’ve complete a new training course or certification. Encourage them to ask questions, even ones you can’t answer, so you can find the information for them and be a great resource.
6. Be their local resource – whether it’s for good service providers or fun things to do, share the good things you find in your area. Most people like to base unknown decisions on the recommendation of someone they trust, so let them know they can ask you. And actively refer and share all the good resources you come across.
7. Ask for their repeat and referral business! Make sure they know that it is your intention to provide ongoing service and be their agent for life. Ask for referrals if they are happy with the service you’ve provided them. If you’re not sure they’re happy, ask! Get feedback through surveys, online forms, or a customer service voicemail line.