Keeping in Touch with Clients in Carlsbad

By
Real Estate Agent with Solutions Real Estate CalBRE License #01490977

Keeping in Touch from Carlsbad

 

Solutions StationeryLarry Johnston invited us to participate in a contest this December, Keeping in Touch (Contest), Searching for New Ways to Stay Connected.

 

There’s still time to enter and share your thoughts, plus read some great posts with terrific ideas.

 

The neat thing about this contest is it not only provides an opportunity to think through what we already do to stay in touch with clients, but the chance to add some new strategies to the mix in 2017 or improve on the consistency of what is already being done.

 

I use a number of different strategies for staying in touch with clients and past clients.

 

CURRENT CLIENTS

 

This is relatively straightforward, but with a multi-pronged approach. I stay in touch with current clients via email, phone calls, and text messages, as well as some face to face meetings.

 

shaking hands with clientsThe amount of communication in each transaction is substantial, and I try to anticipate issues rather than waiting for a call or email about a problem or question. While I always ask what method of communication is preferred, certain methods are better suited to specific situations rather than others.

 

My Transaction Coordinator also helps by staying in touch regarding documentation and paper flow and making sure things are proceeding per the contract.

 

Within 30 days of closing I follow-up with a phone call and an email to check in and see how things are. In some cases that follow-up may be sooner if I think it’s warranted. I also follow-up with a thank you card.

 

I also follow-up at the beginning of the year with a copy of their settlement statement for tax purposes.

 

PAST CLIENTS

 

Here are the primary ways I stay in touch with past clients:

 

1. Anniversary cards for their closing date 1, 2 and 3 years after closing.

 

2. Birthday cards when I know the birthdays.

 

3. Mother’s Day and Father’s Day Cards as applicable

 

4. Thanksgiving Cards

 

5. Holiday cards (a couple of weeks before Christmas)

 

staying in touch online6. Facebook – I follow a good number of current and past clients and they often follow me. I look for any opportunity to congratulate them (which might also include a handwritten note of some kind), comment on a status they have shared, or say thank you/comment when they have left a comment on an update I shared on my personal page.

 

Photos and videos seem to attract the most comments from past clients, or even just “likes”.

 

7. LinkedIn – I am connected with a number of people and occasionally have had an opportunity to comment on changes in their careers, send thank you notes, etc.

8. Instagram – I follow, and am followed by, a number of past clients. I try to comment on photos and/or videos they share, as well as remark on their comments to me.

 

8. I use Happy Grasshopper to send an email about every 3 weeks. Most of these emails (you can choose from pre-selected emails from HG) have nothing to do with real estate. The list of recipients also includes my sphere. I always receive several comments from those who opened the emails with each round. I can also review the reports to see who clicked and opened, even if they did not write back to me. And now and then someone will opt out.

 

9. Video emails – I have not done many of these but it’s on the list for improving in 2017. I have sent market updates to some past clients, or just a note to say hi. In a few cases instead of a holiday card I sent a video email. Here is a SAMPLE video of a market update I shared with clients but also through my CRS and on Facebook.

 


 Click here to view your video

 

10. Thank you cards for all referrals. I always send a handwritten note when someone has referred a potential buyer or seller, regardless of whether it works out or not. For some of these I use purchased stationery/cards but in some cases I make my own card on high quality vellum.

 

11. Helpful tips and reports are occasionally sent via email when I find something that I think will be of interest. Some of the tips are the same ones shared on my farming postcards.

 

IMPROVEMENTS FOR 2017

 

1. Do a better job of gathering birthday information on clients as well as kids

 

2. Send birthday cards to all clients early in the year – EVERYONE has a birthday – even if I don’t know it. Why not let them know I am thinking of them even if I can’t send the card for their actual birthday? And it’s a chance to ask them to share their birthday with me if they want.

 

3. New in 2017 is a “Letter from the Heart” I will be sending in January after the holidays. This is a personal letter to selected past clients talking about some things in my life, family, updates, and more. For some it is also an apology for not staying in touch as well as possible, and a commitment to doing a better job.

 

Jeff Dowler branded screen cleaner4. I plan to start sending video emails more consistently to past clients, whether it a market update, just saying hi, or a holiday message (e.g., 4th of July).

 

5. Formal market updates to clients who purchased 3, 4, and 5 or more years ago

 

6. Branded screen cleaners - I use these as give-a-ways at conventions and such to share with other agents I meet from around the country. While I have given a few away to past clients, I thought I would surprise them with a couple of these for their smartphones. Everyone will get some!

 

I have some other ideas of things I am considering adding to the mix (newsletter, pie give-a-way at Thanksgiving).

 

Coupled with the staying in touches I already do, and a commitment to being more consistent, and including the above improvements, I should have plenty of ways for clients to keep me top of mind.

close

Re-Blogged 1 time:

Re-Blogged By Re-Blogged At
  1. Patricia Kennedy 12/28/2016 03:02 PM
Topic:
Real Estate Best Practices
Groups:
Certified Residential Specialists
SAN DIEGO Real Estate Agents & Loan Officers
ActiveRain Contests
San Diego Realtors®
Tags:
professionalism
customer service
staying in touch
staying connected
staying in touch with past clients
jeff dowler crs

Post a Comment
Spam prevention
Spam prevention
Show All Comments
Rainmaker
1,286,601
Li Read
Sea to Sky Premier Properties (Salt Spring) - Salt Spring Island, BC
Caring expertise...knowledge for you!

Such good ideas, here.   In this era of relationship sales, it's more important than ever to create those personal links.

Dec 21, 2016 03:03 PM #1
Rainmaker
2,573,916
Kathleen Daniels
KD Realty - 408.972.1822 - San Jose, CA
San Jose Homes for Sale-Probate & Trust Specialist

Jeff,  I get my clients birthdays from my escrow officer.  She needs their ID for the notary book.  This might work for you as well. It won't help with the knowing when the children's birthdays are ... but it is a start.

Dec 21, 2016 04:01 PM #2
Rainmaker
2,854,463
Michael Jacobs
Coldwell Banker Residential Brokerage - Pasadena, CA
Los Angeles Pasadena Area Real Estate 818.516.4393

Hi Jeff -- I can see you use a very balanced approach with a combination of the personal touch along with technology and social media in your very focused effort.   Nicely organized too.    

Dec 21, 2016 04:52 PM #3
Ambassador
2,671,920
Paul S. Henderson, REALTOR®,CRS,
RE/MAX Professionals. - Tacoma, WA
Tacoma Washington Agent/Broker & Market Authority!

 I was glad to read how I successful agents such as yourself keeps in touch with past clients Jeff Dowler 

Dec 21, 2016 05:13 PM #4
Rainmaker
1,365,807
Beth Atalay
Cam Realty and Property Management - Clermont, FL
Cam Realty of Clermont FL

Hi Jeff Dowler, you have a great plan to keep in touch, I LOVE the video email, brilliant!

Dec 21, 2016 05:40 PM #5
Ambassador
2,489,187
Ed Silva
RE/MAX Professionals, CT 203-206-0754 - Waterbury, CT
Central CT Real Estate Broker Serving all equally

You have a pretty good system in place with just the need to tweek it a bit to enhance your contact with past clients

Dec 21, 2016 06:35 PM #6
Rainmaker
2,406,364
James Dray
Fathom Realty AR LLC - Bentonville, AR
Exceptional Agents, Outstanding Results

Good morning Jeff.  I started my 2017 goals two weeks ago.  I'll write about it soon, so far so good

Dec 22, 2016 03:14 AM #7
Ambassador
1,341,381
Joe Pryor
The Virtual Real Estate Team - Oklahoma City, OK
REALTOR® - Oklahoma Investment Properties

That is comprehensive and part permission based marketing and planned marketing. Handwritten notes are one of my top ways to communicate.

Dec 22, 2016 05:15 AM #8
Rainmaker
1,923,982
Brian England
Arizona Focus Realty - Gilbert, AZ
MBA, GRI, REALTOR® Real Estate in East Valley AZ

Sounds like you do a great job with keeping in touch and Facebook is such a great way to do so with most people.  I find it funny that while the transaction is going on with a client, we talk daily and see each other quite often, then once the transaction ends, the communication isn't as frequent, haha.

Dec 22, 2016 05:23 AM #9
Rainmaker
1,496,728
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Hi Jeff - you have a good mix to cover all of you sphere.  Thanks for the reminder of Happy Grasshopper. I had forgotten about that but a good idea

Dec 22, 2016 07:06 AM #10
Ambassador
2,617,412
Dick Greenberg
New Paradigm Partners LLC - Fort Collins, CO
Northern Colorado Residential Real Estate

Hi Jeff - That's an excellent mix. I'm sure your clients appreciate it, and I doubt any of them will forget you.

Dec 22, 2016 11:48 AM #11
Ambassador
3,550,333
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Thanks Li Read I totally agree

That's a great idea Kathleen Daniels . I get some from the lenders

Hi Michael Jacobs  - what a nice compliement. It was interesting to see it all in writing. While I do this I didn't have it organized so formally. It was a good exercise!

jeff

Dec 22, 2016 12:05 PM #12
Ambassador
3,550,333
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Thank you Paul S. Henderson, REALTOR®, Broker, Tacoma Washington  I appreciate your stopping by!

Thanks Beth Atalay  The video emails are actually kinda fun to do as long as I am not too picky about how I come across! LOL. I've also sent these via my CRM to agents I know around the country - time for another!

Jeff

Dec 22, 2016 12:09 PM #13
Ambassador
3,550,333
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Hi Ed Silva  - I seem to be tweaking it off and on during the year. The important thing is to be more consistent.

Good for you James Dray  I still have more to do!

Jeff

Dec 22, 2016 12:17 PM #14
Ambassador
3,550,333
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Mine too Joe Pryor  I think they are always appreciated, and remembered!

Hi Brian England  So true. I had one client call to tell me that after the transaction she was going through communication withdrawal from me. We had a good laugh about it.

Jeff

Dec 23, 2016 11:47 AM #15
Ambassador
3,550,333
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Thanks Grant Schneider  Happy Grasshopper is fun and I like that the focus is NOT on real estate, although there are occasional template emails that include something about RE

Thank you Dick Greenberg . It's a good mix for me personally. It seems to work although I am ramping up to do more

Jeff

Dec 23, 2016 11:49 AM #16
Rainmaker
1,673,733
Larry Johnston
Broker, Friends & Neighbors Real Estate and Elkhart County Subdivisions, LLC - Elkhart, IN
Broker,Friends & Neighbors Real Estate, Elkhart,IN

Good evening Jeff Dowler , It sounds like you  have a great plan to keep in ouch with your clients.  Thanks for sharing your information in my December contest.

Dec 24, 2016 03:06 PM #17
Ambassador
3,550,333
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Hi Larry Johnston 

Thanks so much. It was a fun contest - thank YOU for hosting.

Sorry it too me so long to catch up with my thank you!

Jeff

Dec 28, 2016 03:16 AM #18
Post a Comment
Spam prevention
Show All Comments

What's the reason you're reporting this blog entry?

Are you sure you want to report this blog entry as spam?

Ambassador
3,550,333

Jeff Dowler, CRS

The Southern California Relocation Dude - Carlsbad
What's my Carlsbad CA Area Home Worth??
*
*
*
*
Spam prevention

Additional Information