Staying Connected with Clients

By
Real Estate Broker/Owner with New Paradigm Partners LLC EB #1326335
https://activerain.com/droplet/4Kz4

Simply put, one of the most important parts of our job is to be there for our clients. From the first day, without fail. Making that responsibility a central part of our business DNA ensures that everyone gets from A to Z, without missing a step, without stress, and with a happy ending.

 

TeamworkWhile the details of our processes vary for buyers and sellers, the main ideas are the same - anticipate needs for information and action, communicate them clearly, provide any needed assistance, and follow-up promptly.

 

Whether buyer or seller, we start our client relationships with a thorough discussion of our clients' goals. With that in mind, we identify what is going to happen, and lay out a road map and timeline for achieving success. We ensure that our clients understand the process and everyone's responsibilities. And then we begin.

 

We use both written and verbal communication to keep ourselves and our clients on track. We'll use e-mail, texting and/or phone calls at every step, depending on our clients' preferences.

 

As an example, when a home goes under contract, for either buyers or sellers, we prepare a written dates memo, identifying each step of the transaction process, whose responsibility it is, when it needs to be completed, and what resources are available for making it happen. As each date approaches, we'll contact our clients, most likely by phone, to check that everything is happening as it should.

 

Another example - with listings, we'll provide a written weekly status report, with a look at the market segment we're involved with, a summary of our marketing efforts, feedback from showings, and any other relevant information. But we also have at least a weekly phone discussion with our sellers.

 

ProcessWe use internal check lists, flow charts and a big whiteboard with all client dates and deadlines to keep ourselves on track, and we run internal status checks on our progress at least twice weekly to ensure nothing falls through the cracks. It's maybe not the slickest system, but it works to ensure that none of our clients ever gets the feeling that they are being ignored or that they are in the dark about things that are happening.

 

And once we close, we stay in touch. We'll contact our clients 3 days, 3 weeks and 3 months after a closing to ensure that everything is going well. If there is a problem, we're on it. After that, we stay in touch through our client communication program, with e-mails, newsletters, Sunset Magazine subscriptions, and other methods of letting them know we're still here and always available for their real estate needs.

 

Simply getting a client from A to Z isn't enough in the long run. It's up to us to ensure that it was a transparent and enjoyable experience, and good communication is the foundation for achieving that result. Our systems help make that happen.

Posted by
Mary & Dick

Mary & Dick Greenberg
New Paradigm Partners LLC
2601 S. Lemay Ave. #41
Fort Collins, CO 80525
970-689-4663
www.maryanddick.com

 

Data Source: IRES MLS

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Rainmaker
773,148
David Alan Baker Laveen & South Phoenix Realtor
Keller Williams Realty Phoenix - Laveen, AZ
Your local Expert

I like your 3 3 & 3 method.  While you likely have it on a to do checklist, it is one really simple ingredient that can multiply your business.

Oct 27, 2015 01:32 AM #26
Rainer
286,976
Doyle Lee Austin Davison Iv
Surf City Realty 714-968-6767 - Huntington Beach, CA
28+ years serving Investors Banks Buyers-sellers

I like the part about the  3-3-3 followup.. I may have to add that to the list of things to do.

Oct 27, 2015 02:03 AM #27
Rainmaker
209,854
Ron Buck
The Ron Buck Group - Laguna Niguel, CA
Associate RE Broker at Keller Williams Realty

I am sure your buyers love your service.

Oct 27, 2015 09:30 AM #28
Rainer
148,164
Nancy Lamb
Home Smart LifeStyles - Fountain Hills, AZ
& Loving AZ Team-Fountain Hills AZ

What a thorough system, Dick and Mary! Your clients must appreciate how easy you make the process and follow up for them. Well done.

Oct 27, 2015 09:59 AM #29
Rainmaker
470,364
Diana Dahlberg
1 Month Realty - Pleasant Prairie, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

Loved this interesting post.  We run our business in systems ... but I am just going to have to start the 3-3-3 ... Love it!  Starting today!

Oct 27, 2015 11:04 AM #30
Rainer
295,383
Paddy Deighan JD PhD
TimeshareLawyers.pro - Vail, CO
Paddy Deighan J.D. Ph.D

customer service and communication are keys to referrals wich are the life blood of the business

Oct 27, 2015 11:51 AM #31
Rainmaker
2,394,979
Evelyn Johnston
Friends & Neighbors Real Estate - Elkhart, IN
The People You Know, Like and Trust!

Dick, this is an excellent process of staying in touch during and after a transaction.  Well done, I like it!

Oct 27, 2015 01:02 PM #32
Rainmaker
1,061,062
Sharon Parisi
United Real Estate Dallas - Dallas, TX
Dallas Homes

Dick, I love the variety of ways that you stay in contact with your clients.  It shows that you have a genuine interest in each client.

Oct 27, 2015 01:43 PM #33
Rainer
68,775
Kevin Shin
Coldwell Banker Residential Brokerage - Rancho Cucamonga, CA
& Team

This is a great post. I'm taking a new coaching program and it's all about staying in touch with database. 

Oct 27, 2015 02:40 PM #34
Rainmaker
939,114
Brigita McKelvie, Associate Broker
Cindy Stys Equestrian and Country Properties, Ltd. - Lehigh Valley, PA
The Broker with horse sense and no horsing around

Dick,

Keeping in touch with clients, past and present, is the best customer service anyone can give.  I don't know how many times I have heard that they don't hear from their agent often enough.

Brigita

Oct 27, 2015 09:44 PM #35
Anonymous
Kaye Lewis

Great system!

Oct 27, 2015 10:26 PM #36
Rainmaker
90,924
Edith Schreiber
Luxury Homes, Move Up Buyers, 1st Time Homebuyers, New Construction - Frisco, TX
Dallas Area Real Estate

Good info - I especially like your 3 day/ 3 week/3 month follow-up after closing!

Thanks!

Oct 27, 2015 11:49 PM #37
Rainer
285,571
Ron Aguilar
Continental Mortgage - Saint George, UT
Mortgage & Real Estate Advisor since 1995

Past clients do not typically know how to refer you going forward. You have to teach them how to do this. Do not expect to lead by example, show them the real benefits of working with you not just the features...

Oct 27, 2015 11:55 PM #38
Rainmaker
422,228
Steffy Hristova
HomeSmart Elite Group Tempe AZ Tel: 480-966-9353 - Tempe, AZ
Tempe AZ Realtor - Your Home Close to Your Work!

I liked the 3 days-3-weeks-3-months touch dates with clients who have completed the transaction. I believe if they were a Seller with a loan, after three weeks they should have received the lien release from their mortgage company, and it's good to check with them if that has happened. Or, if a Buyer, weather the Home Warranty policy has arrived. Great article, Dick and Mary.

Oct 28, 2015 01:00 AM #39
Ambassador
1,703,610
Tammie White, Broker
Franklin Homes Realty LLC - Franklin, TN
Franklin TN Homes for Sale

I also like the 3 day, 3 weeks and 3 months idea. We've entered that time of year where things are beginning to slow down. Some weeks there may not be anything to report to sellers. I always find those phone calls a little difficult. They are waiting for good news and then we drop the bomb that nothing new has happened in the market.

Oct 28, 2015 01:32 AM #40
Rainer
23,580
Gail Petrowsky
Gail Petrowsky, Inc - Manchester, CT
House flipper and life coach

 Great post -what a terrific system you have in place I especially like your map and time line sequence- so important for all involved. The follow up that both of you have created is a plus-and the only way to have a good flow of referrals. Thank you for a wonderful post,and sharing your successful system .

Oct 28, 2015 02:45 AM #41
Rainer
55,068
Virginia Youngblood
DO-STAGE! LLC - an ASPM® Home Staging Company - Charlotte, NC
DO-STAGE! LLC - Home Stager - ASPM®

Yes, Dick, I agree -- it's all about serving the clients with whom we are dealing with and to keep all communication lines open to all involved!

I appreciate you and other Realtors/Brokers and the sacrifices and time you and them give to their clients.  I enjoy being a part of the team and to come along side to HELP the Realtors/Brokers and their clients!

Have a wonderful Thanksgiving with your family if we don't post or communicate before then.

Oct 28, 2015 04:25 AM #42
Rainmaker
981,121
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Great post Dick & Mary.  There are so many details to a successful close of escrow and I'm sure you guys are on top of it all so that clients never experience drama!  Good for you for being spot on for your clients with lists and resonsibiltiies identified!

Oct 29, 2015 04:08 AM #43
Rainmaker
1,431,210
Gene Riemenschneider
Home Point Real Estate - Brentwood, CA
Turning Houses into Homes

Great post.  I have never had a client say I contacted them too much.  Thanks for the post.

Oct 29, 2015 05:18 AM #44
Rainmaker
773,148
David Alan Baker Laveen & South Phoenix Realtor
Keller Williams Realty Phoenix - Laveen, AZ
Your local Expert

This post reads like I had read it before.  Liked it the first time too, especially then 3x3x3 method.  Easy to implement and likely very effective

Oct 29, 2015 07:57 AM #45
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