How to have Happy Clients from start to finish!

By
Real Estate Sales Representative with Keller Williams Realty Hilton Head Island Bluffton SC

WE ALL WANT HAPPY CLIENTS RIGHT?

 

   Have  you ever heard about the book "ALL I REALLY NEED TO KNOW I LEARNED IN KINDERGARTEN" by Robert Fulghum?  This really is a wonderful book that illustrates simple principles we learned in Kindergarten are good rules that apply to our lives even as adults.  What I have found with my interaction with clients and from my prior work experiences customer service is key!!  It is the simple principles that really add up in the long run.  You may be have all the knowledge and facts about the market, you may know your communities inside and out, you may have experience under your belt but a simple fact always remains to maintain happy clients you must provide customer service.  Great Customer service will gain you the respect you deserve for your hard work and also bring you those much desired after referrals that feed our business.   I would like to outline a few things that are so simple but will really boost your relationships.

1. SMILE:  Really smile and mean it! You have a lot to be happy about you have a client right there in front of you.  A living breathing opportunity, a person, family or group of individuals who are trusting in you to provide them with guidance and help them make a large buying decision.

2. AS Your Smiling take a moment to yourself to be Thankful:  I have always found that when I take just a moment in my mind to be thankful it really makes my smile grow. My customers can see that I really mean it.  I am very happy and very thankful to have this opportunity to be working with them.

3. Keep in touch after your first interaction:  This is SO very important.  Real Estate is a large decision for many individuals.  Snap decisions are rare and for most people they need some time to process what they have seen, what community they like, ect.  Ask your client, " I would like to follow up with you after you have had some time to process this information when is a good time for me to call you?"  This way they know you are going to call and know when to expect the call.  Keep this type of interaction going throughout the process.  As you get to know each other better it will just become a natural part of your agent / client interaction.

4. Send a Hand written Thank you note:  As soon as I am finished showing property I go right to my desk and send a sincere Thank you note and drop it in the mail. The Key words here  are hand written and sincere.  You have no idea the impact this has on your client.   We all like to feel appreciated and your client is no different.  When they open up their mail and a personal message is there for them saying thank you it adds another element of Customer Service that will knock their socks off.

5. Listen:  Have you ever heard the saying God gave you two ears and one mouth for a reason.  Well it is true remember it is not about you! It is not about what you like! Listen to your clients.  What are they telling you, do you know?  Have you talked so much they can not get a word in edgewise.  I like to really listen to what they want. I use this information when I search properties and as we look at them I can explain I made this selection for you because you mentioned you wanted a first floor master, or double ovens in the kitchen and so on.  It makes a huge difference for your clients when you listen.

6. Do not Be Pushy:  Have you ever had that waitress or waiter that has come up to your table and practically said yeah what do you want, all the while tapping their pen or their order pad and chewing gum in a ferocious manner. They make you think, you have to be kidding me why did this person ever think they would be a good server.  Yes this is an exaggerated example and I am sure you do not act like this but remember your clients can tell if you care or not about their needs.  If your out for a quick sale and really just care about your commission check it shines through.  If this is the case for you it is time for an attitude adjustment.  If you have done everything right in the first place there is no need to be pushy.  It will be a natural progression that ultimately leads to the sale.

7. Have your clients best interest in Mind:  I always like to think of my clients as a family member.  Would I have my mother and father buy this house.  Would I write up this offer like this for my brother.  We have to take many ethics classes to be a licensed real estate agent for a reason be ethical.  It makes a real difference in not only your relationships with your clients but also your fellow agents.  You must ask yourself what type of business are your trying to build.  One with a solid foundation to build upon or a short time pile of stones with no sustainability long term.

8. When the time is right ask for the sale:  "Mr. and Mrs. Smith we have looked at the following properties and this one has you so excited.  Does this seem like the right fit for you.  We can go back to the office and make an offer on this home if you would like."  This is not being pushy in my opinion.  I am sure you have all seen this, that AH HA! moment when your clients found what they were looking for.  I have found that when that moment comes it is time to move forward with making the offer.  You are after all providing a service. What good would you be doing your clients if you do not assist them with the purchase when the time is right.  So many agents not only Realtors but all type of sales people do not ask for the sale.  You must! That is what you do after all.  Remember, their is a difference between asking for the sale and being pushy.

9. Execute the contract and go for it:  Now it is time to work hard dig in your heals get your focus together and negotiate, negotiate, and work hard for your clients.  Try to get them the terms they are looking for.  I have found that having a good team of people to assist you with the closing is very helpful.  Get a handful of trusted lenders, a handful of trusted real estate attorney's and provide your clients with the options.  Mr. and Mrs. Smith you can choose any attorney and any lender you wish and by the way here is a list of some reputable ones in our area.  Having a good group of people working together to get the closing completed is a great help to you and your clients.

10. Follow up after the close:  By now if you have done all of these steps you have happy clients.  You have done all the right things to take care of your clients and developed a great relationship.  Do not stop after the close send them a follow up thank you note.  Send Birthday cards,Christmas cards let them know you are there and still working hard as a Top Notch Professional in your area.  You know your clients have friends and family and you want them recommending you. 

  You see it is the simple steps that create a happy client.  I did not make any promises that it would be easy it is still hard work but if you take it step by step and provide top notch customer service it will pay off in the end. Build your business one client at a time and go for it!

By Brent Brodie

Lowcountry Real Estate

www.brentbrodie.com

 

 

 

Comments (32)

Jirius Isaac
Isaac Real Estate &TriStar Mortgage - Kenmore, WA
Real Estate & loans in Kenmore, WA

Nice list.  It all seems obvious, but easy to forget sometimes.

Oct 30, 2009 04:10 AM
Gene Riemenschneider
Home Point Real Estate - Brentwood, CA
Turning Houses into Homes

All good advise and basic old school skills that I think people have forgotten.

Oct 30, 2009 04:31 AM
Linda Powers
Resort Realty - Duck - Duck, NC
On the Outer Banks

The list is fabulous and matches the theme of the book quite well. One problem -- you left out the milk and cookies.

Oct 30, 2009 04:34 AM
Pippa Mac
Chevaux Group Realtor, The Woodlands and Spring - The Woodlands, TX
The Woodlands TX Real Estate

I'm smiling!   pippa

Oct 30, 2009 05:25 AM
Benjamin Clark
Homebuyer Representation, Inc. - Salt Lake City, UT
Buyer's Agent - Certified Negotiation Expert

I've never seen a list that was actually 100% right on. Congratulations!

Some of my favorites: ( Not that the others are any less important...)

5. Listen: 

6. Do not Be Pushy:

7. Have your clients best interest in Mind:

10. Follow up after the close: 

Oct 30, 2009 06:29 AM
Brett Dalbeth
iPro Real Estate - Laguna Niguel, CA
Laguna Agent

I like Happy Clients. The Closing gift always gets me some Brownie points. This is kind of unique and your client can chose their own gift.

Oct 30, 2009 06:39 AM
Bill Gillhespy
16 Sunview Blvd - Fort Myers Beach, FL
Fort Myers Beach Realtor, Fort Myers Beach Agent - Homes & Condos

Hi Brent,  Your point about not being pushy is so true !  Not saying don't use effective selling and not saying don't ask for a decision - just don't push them away !

Oct 30, 2009 06:56 AM
Steve Andrascik
Lake Mead Area Realty - Boulder City, NV

Thanks for the very good advice, Brent. All the points you have made are so simple and yet so important. The one about being grateful is a real attitude maker.

Boulder City Steve

Oct 30, 2009 07:08 AM
Brent Brodie
Keller Williams Realty Hilton Head Island Bluffton SC - Beaufort, SC

 

Wow,

Thank you all for your exciting response here to my post.  I am getting so thrilled with this blogging now and I must say it feels great to hear that these ideas may help others.  After all we should build each other up and strengthen our entire industry on this Active Rain Network!! THANK YOU EVERYONE.

BRENT 

Oct 30, 2009 07:55 AM
Marian Pierre-Louis
Fieldstone Historic Research - Medway, MA
Metrowest Boston

Those are all wonderful suggestions.  I particularly like the one about writing personal notes.  I need to do more of that myself.

Oct 30, 2009 08:32 AM
Chrysti Tovani
Coldwell Banker Sacramento - Fair Oaks Office - Fair Oaks, CA
Sacramento Real Estate Agent

Sounds like working with you would be a pleasant experience. 

Oct 30, 2009 09:37 AM
Kristen Wahl
Re/Max Plus - Rochester, NY
CBR

Brent, great list!! Simple things but sometimes we all need a reminder. Thanks for sharing!

Oct 30, 2009 12:15 PM
Donna Webber
ArcRealty Inc., Real Estate Brokerage, Toronto, ON, Canada - Thornhill, ON

As a former teacher I think you should move on to Grade 1.  You've passed the test!

 

Oct 30, 2009 01:13 PM
Wayne B. Pruner
Oregon First - Tigard, OR
Tigard Oregon Homes for Sale, Realtor, GRI

Good advice Brent. When meeting a person for the first time, remember their name and use it often.

Oct 30, 2009 04:30 PM
Al Dobbs
ADD Real Estate - North Chicago, IL

The human touch. Now that is a concept to use in this business. If we can also learn some kindness to our colleagues--this business may be fun once again.

Oct 30, 2009 11:04 PM
Cindy Yeary
Exit Total Realty - Huntsville, AL

I think good things do happen to good people.   Treating folks like you and your family want to be treated is key.   Clients could have chosen anyone of the thousands of agents, and they chose you.  Be thankful for that.   Reward them with good service and a genuine caring attitude, looking out for their best interest.   Listen to them.   They will tell you what they want (eventually sometimes).  Keep in touch after the close.    

 

Thanks for writing such an inspiring article. 

Oct 31, 2009 01:10 AM
DeeDee Riley
Lyon Real Estate - El Dorado Hills CA - El Dorado Hills, CA
Realtor - El Dorado Hills & the Surrounding Areas

Great advice Brent.  Thanks for you post!

DeeDee

Oct 31, 2009 09:58 AM
Mike Henderson
Your complete source for buying HUD homes - Littleton, CO
HUD Home Hub - 303-949-5848

Back to the basics for both school and America.

Nov 01, 2009 01:18 PM
Dana Devine
Charles Rutenberg Realty - Apollo Beach, FL

all is good   but i did not understand #4   and # 3 is my favorite

Nov 03, 2009 02:02 AM
Anonymous
Liliana (Savvy Property Staging LLC - Houston TX)

The principles of these rules should be a norm to follow in any customer service business. I think it is all about "Value" value your clients, they will value you and your service in return.

Thank you for your post.

Nov 09, 2009 10:09 AM
#34