Little Touches, Big Impact
The littlest touches can have the biggest impact for your clients. The key is to decide what that one special touch will become your signature touch. It should be something that is unique to you and something that your competition probably isn't doing.
For example, think about your favorite restaurant. Is there something that they do that you go back time and time again to enjoy? One of my favorite restaurants serves piping hot bread with four different flavored butters and salmon spread just as soon as you sit down. People come from all over just to enjoy that pre-dinner treat. First-timers are surprised, and then enjoy that treat. It is a simple thing that leaves a lasting impression.
If you are thinking about what you can do to make a big impact with your clients, think about the three phases of every client's journey. The first part of their journey is their Potential Client journey, next is the Current Client journey, and then finally there is the Past Client journey.
What little touches can you provide during each of these steps of the journey? For Potential Buyers, maybe you create a special vision board kit that you send ahead of your first meeting so they can start visualizing their future home. For Current Buyers journey, perhaps you have a boxed lunch ready when you take buyers out looking for homes. For Current Clients turning into Past Clients, perhaps you have a special signature package, basket or even an Amazon Prime Pantry Box full of goodies for the new buyer. They are sure to remember a gift like that for years to come.
One of my clients used to paint a portrait of her buyer's new home. This special gift was very favorably received by her clients. I have also had a client take nighttime photos of her past clients' homes during the snowy holiday and turn them into custom greeting cards for the clients. Talk about wow factor!
One of the nicest things a client did for me was to call ahead to a restaurant he knew I would be at and he surprised me with a delivery of a special wine. That was a class act! I felt like a celebrity! Although I don't drink wine (but my co-diners did), I was totally impressed by his gesture. He went out of his way to let me know that he was thinking about me.
One of the ways you can impress your clients and make a big impact is to find out what is important to them and personalize their experience with you. One time when I was working with a buyer I had a client that was allergic to certain foods. However, I knew about her allergies and had a special meal ready for her at my office after we had gone house hunting. She was so touched by the fact that I had not only remembered her allergies but that I had gone out of my way to make her lunch special. She was blown away. However, this was easy! All I had to do was call a local restaurant who delivered the custom meal to the office. After a long afternoon of house hunting she thoroughly enjoyed, devoured, and appreciated the meal.
Make your clients feel special during each step of their journey by determining your special little signature touches and build a raving fan base.
By Denise Lones CSP, M.I.R.M., CDEI - The founding partner of The Lones Group, Denise Lones, brings over two decades of experience in the real estate industry. With expertise in strategic marketing, business analysis, branding, new home project planning, product development, and agent/broker training, Denise is nationally recognized as the source for all things real estate. With a passion for improvement, Denise has helped thousands of real estate agents, brokers, and managers build their business to unprecedented levels of success, while helping them maintain balance and quality of life.