Little Touches, Big Impact

By
Education & Training with The Lones Group, Inc.

The Lones Group, Inc.

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.

The Lones Group, Inc.
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Topic:
Real Estate Best Practices
Location:
Washington King County
Tags:
luxury
client care
followup
potential buyers
concierge service
working with buyers
denise lones
current clients
the lones group
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Rainmaker
265,828
Allie Angeloni
Long Realty - Oro Valley, AZ

Love your Blog Denise Lones - what great thoughts and suggestions.  I like it, and have learned from your comments.  We have given out gifts to clients, though it was after a buyer or seller sale, not during the process, and they were not as customized, though they were purchased with that particular client's 'needs' in mind.  I do like the concept of a Signature Touch, also - that certainly makes you memorable! 

Sep 23, 2016 05:25 AM #1
Rainmaker
1,765,695
Lottie Kendall
Compass - San Francisco, CA
Helping make your real estate dreams a reality

Hi Denise -- thanks for the reminder we should aim to make our clients feel special and important. You post deserves that gold star

Sep 24, 2016 02:15 AM #2
Ambassador
3,838,845
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Denise- you are on target with this one.  I think many of us tend to remember the seemingly little things that people do for us.  They stand out and are so very special. 

Sep 24, 2016 02:57 AM #3
Rainmaker
509,651
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

I agree, those special gestures make a lasting impact. Earlier this year I delivered fresh bagels--at 7am--to the doorstep of a client as I knew he had been wanting to try the bagel shop. He loved it--and thanked me on several social media sites!

Sep 24, 2016 05:21 AM #4
Ambassador
3,838,845
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

                                     Thanks Denise Lones 

Sep 24, 2016 11:48 AM #5
Rainmaker
2,666,604
Debbie Gartner
The Flooring Girl - White Plains, NY
The Flooring Girl & Blog Stylist -Dynamo Marketers

Denise - I love your message here.  I was just reading a blog post last night about exceeding expectations with surprises.  Love this idea.

Sep 24, 2016 09:40 PM #6
Ambassador
3,965,951
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Denise

Came here via Kathy Streib 's feature and glad I did. This certainly sparks some ideas for making the buyer or seller client's experience a memorable one. People DO remember the little things, in all businesses and life in general.

Jeff

Sep 25, 2016 01:44 AM #7
Rainmaker
1,026,929
Susan Haughton
Long and Foster REALTORS (703) 470-4545 - Alexandria, VA
Susan & Mindy Team...Honesty. Integrity. Results.

I always try to specialize the closing gift as much as possible, but you have added some excellent ideas and gotten my creative juices flowing.

 

Sep 25, 2016 03:03 AM #8
Rainmaker
457,530
Diana Dahlberg
1 Month Realty - Pleasant Prairie, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

Great ideas and a way to touch your client in the pre- mid- and post-activities of our relationship with them.  And yes, each jesture is remembered. Really enjoyed this post and will be incorporating this into my list of "Things I can do to make myself standout and "remembered" by my clients".  Thanks Denise Lones 

Sep 25, 2016 05:49 AM #9
Rainmaker
2,106,643
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

What a beautiful post and great advice. So glad Kathy featured it!

Sep 26, 2016 02:38 AM #10
Rainmaker
774,028
Joanna Cohlan
Fresh Eyes For Your Home - Chappaqua, NY
Designing, Decorating & Staging Westchester Homes

Great advice Denise.  There is no question that it's the little things that we do for our clients that really matter and they really remember them!

Sep 27, 2016 09:00 AM #11
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CSP, MIRM, CDEI - Real Estate Coaching & Branding
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