Staying Engaged with Your Past Customers & Clients 

By
Real Estate Agent with Maricopa Real Estate Co BR645115000

 

 

How well do you stay in touch with your past customers and clients? I know for me, this is probably the weakest part of my business. Is it due to being an introvert? Is it due to being very busy? Is it due to poor processes in place?  In my case, I have a feeling that it is a combination of all 3 reasons.

 

INTROVERTS

As an introvert, it doesn’t come naturally to reach out and just “check in” with folks. It isn’t that an introvert doesn’t care about their clients. Quite the opposite. We normally develop strong bonds during the home purchase / selling process. We just don’t have that natural ability to randomly call people whether we know them or not. Small talk isn’t our thing.  In some cases, it can even be seen as painful to some folks. So an introvert will slowly drift away from their past clients.

 

SO DANG BUSY

When we are busy, we tend to forget that we must be in lead generation at all times. Our money comes from what closes in a few months, not what is closing today.  What ends up happening is, we are in firefighting mode when busy and tend to focus on the right now, what needs my immediate attention. Sitting down reaching out to folks, usually isn’t on that list.

 

POOR FOLLOW UP SYSTEMS

However, for most folks that do a poor job following up, it is due to not having a process in place. Maybe you tried a CRM and it was more of a hassle than it worth. Maybe keying in your past folks or learning how to use the system was frustrating the crap out of you.  Well, you don’t have to use a CRM, you can create a spreadsheet or even a notepad. The key is to find what works for you. What will help you stay engaged with your past customers and clients

 

Here is the bad thing about us being horrible at staying in touch with our past customers & clients…

I’ve already admitted, that even I am horrible at this. Which if you think about it, is so stupid on our part when we don't do it. After all, these are people that are already raving fans of ours!

Think about it. When we get a new customer or client, we are having to wine and dine them. Sell them on our awesomeness. Prove to them that we can provide them what they need and how we will do a great job for them. Then, we actually pull it off. In the end, they love us, they love our people and they love our business and how we took great care of them. But here is where we blow it.

We move on to the next person. We chase the next lead. We spend all this time, money and energy trying to recruit new business and we fail to realize that while this old customer or client might not be a great immediate lead, they can do wonders for future business. Not only their own, but also the word of mouth they will share with their family and friends and neighbors.

 

The challenge becomes, how do you stay engaged with your past folks without sounding like you are only interested in the value they bring you in the future? Yet, not cross the line that you are wanting to become BFFs? I know in my world, I'm usually the first person they meet in the town when they purchase a home and we get pretty close. They want to hang out or do BBQs, etc. Some agents love this. They are always mingling with their clients. Being an introvert, this isn't necessarily something that gets me as excited as it does others. I tend to pull away. I feel bad since I usually love my folks. It is just how I am wired.  So what can introverts do? You can’t ignore this. After all, it is easier to speak to someone you know vs someone you don’t, right?

 

TIME FOR A GAMEPLAN

If you are bad at staying engaged, pick something that you can do each week to check in with 2-3 people from your past folks. Maybe it is email, maybe it is calls, postcards or even a quick text to say hi. Just do something!

Don’t forget those folks that might not have purchased or sold yet, but are still on your radar. Find an hour each week that you can time block to do this exercise. While we might all do it differently, the spirit of the exercise should be the same. Stay engaged with those past customers or clients.

 

So, What Keeps You from Staying Engaged with Your Past Customers & Clients?

 

By the way, I covered this topic on my podcast – The Local Small Business Coach. I dived in deeper for other types of small business owners. Plus, I covered a question on purchasing equipment to grow business and shared a rant of an experience with a sign twirler.  If interested, take a listen below or listen on your favorite podcasting ap.

 

 

Tammy

Posted by

-- ~~~~ 

Tammy Adams
Realtor®, Associate Broker, GRI (Graduate REALTOR® Institute), SRS (Seller Representative Specialist), ABR® (Accredited Buyer's Representative), ePro

A Maricopa Agent who Works, Lives & Loves Maricopa – Go Local!

 
The Maricopa Real Estate Company

21300 N. John Wayne Pkwy # 101, Maricopa, AZ 85139 
Cell: 520-233-8125  / 
Fax: (855) 271-7004

Email: tammyadams@tadams4u.com

Website: SellMyMaricopaHome.com

  

 

~~ 

ARE YOU A LOCAL SMALL BUSINESS OWNER?

Listen to the Local Small Business Coach Podcast

Listen on the LocalSmallBusinessCoach.com website or your favorite podcast app

~

Listen to the Start a Local Small Business Podcast

Listen on the StartALocalSmallBusiness.com website or your favorite podcast app

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Rainmaker
3,882,419
Dorie Dillard CRS GRI ABR
Coldwell Banker United Realtors® ~ 512.750.6899 - Austin, TX
Serving Buyers & Sellers in NW Austin Real Estate

Good evening Tammy Adams ~ Realtor / Podcaster ,

I have keep in contact with past customers and clients with systems in place. I've done as many as 5-6 transactions with the same client over the last 256 years because I make it a priority.

Jun 21, 2017 05:25 PM #2
Rainmaker
2,650,814
Myrl Jeffcoat
GreatWest Realty - Sacramento, CA
Greater Sacramento Real Estate Agent

Excellent advice, Tammy!  Nurturing relationships with past clients is a reliable way to grow your business.

Jun 22, 2017 04:27 AM #3
Rainmaker
387,620
John F Muscarella
RIVER FARM PROPERTIES, LLC - Venice, FL
Broker/Owner, Venice, FL, Florida's Suncoast

Not easy to do effectively and a necessary part of our business.  Thanks for the post Tammy.

Jun 22, 2017 05:24 AM #4
Rainer
513,838
Dörte Engel
RE/MAX Leading Edge - Bowie, MD
ABC - Annapolis, Bowie, Crofton & rest of Maryland

Dear Tammy,

You sure have the introverts pegged. They go deep, not wide.

Jun 22, 2017 07:36 PM #5
Rainer
180,243
Melissa Spittel
Coldwell Banker Residential Brokerage - Westminster, MD
"Achieving Results Together "

When I first got started in the business, I was instructed to stay engaged. Didn't really understand it at the time. Heck, my datatbase was teeny.  As my database grew and I enrolled in additional training, I made it a priority to engage regularly. Do I always have the time? NO. Do I always have a great plan? NO. Do I regularly engage? YES. Does it make a difference? YES!

Jun 22, 2017 08:11 PM #6
Rainmaker
552,525
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

I stay in touch with most of my past clients. I do admit, sometimes I just need to make a five minute call...but at the end of a 12 hour day that is the last thing I want to do and the easiest thing to put off. 

Jun 22, 2017 08:15 PM #7
Rainmaker
1,578,717
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Tammy - I wrote a set of letters for this purpose. I call them the event/holiday letters, because each one gives some little-known information about holiday, or tells about some unusual annual event. They're just fun information that people might share with friends. At the end, of course, they remind people that you're there to answer real estate questions or help them in any way you can.

In addition to that, I do think that your past clients would appreciate seeing your market reports. I have no intention of selling my home, but I'd love it if someone let me know what's going on in my local market. Because I write for agents all over the country, I know more about what's going on in California or Florida than I do my own community!

Jun 22, 2017 08:39 PM #8
Rainmaker
14,601
Cheryll Woods-Flowers
Cheryll Woods-Flowers, Mount Pleasant Home Team - Mount Pleasant, SC
Mount Pleasant Home Team

Great post!  Do you have a Twitter Account that I could follow?

 

Have a great day!

 

Cheryll

Jun 23, 2017 05:26 AM #9
Ambassador
1,174,035
Jerry Newman
Brown Realty, 210-789-4216,www.JeremiahNewman.com - San Antonio, TX
Texas REALTOR, San Antonio Military Relocation

Tammy, I admit this has always been a challenge for ne since I am also an introvert, but I plan to take your advice to make a better effort to make it a weekly task. Thanks for the encouragement!

Jun 23, 2017 05:31 AM #10
Rainmaker
586,089
Pat Starnes-Front Gate Realty
Front Gate Real Estate - Brandon, MS
601-991-2900 Office; 601-278-4513 Cell

We need to put it on the calendar and just DO it. Make the call, send the email, etc.

Jun 23, 2017 10:56 AM #11
Rainmaker
993,880
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

I hear you.  I've learned that by creating something to talk about, I call with confidence, leave a message and next.  Works well once I get started!  Great post and thanks for sharing!

Jun 25, 2017 09:42 PM #12
Rainmaker
525,814
Dave Halpern
Keller Williams Realty Louisville East (502) 664-7827 - Louisville, KY
Louisville Short Sale Expert

Staying in contact with past clients is probably the single most important lead gen technique.

Jul 24, 2017 06:03 AM #13
Rainmaker
79,568
Luke Acree
ReminderMedia - King of Prussia, PA
Making Agents Memorable

You have to stay in touch with everyone you've worked with, because they will forget you otherwise

Jul 24, 2017 10:10 AM #14
Rainmaker
2,113,533
Patricia Feager, MBA, CRS, GRI,MRP
DFW FINE PROPERTIES - Flower Mound, TX
Selling Homes Changing Lives

Tammy, this is a great post. I think the best time to make changes is when you realize a change needs to be made. Your past clients would love to hear from you because they know you get results. Your advice is priceless! Thank you.

Jan 02, 2018 08:00 PM #15
Rainmaker
2,051,306
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Good afternoon Tammy - this is a very important.  Establishing those touch points leads to more referrals.

Jan 03, 2018 09:43 AM #16
Rainmaker
1,504,491
Kat Palmiotti
406-270-3667, kat@thehousekat.com, Broker, Blackstone Realty Group - brokered by eXp Realty - Kalispell, MT
The House Kat

I have to get better at this as well. Some of my clients turn into friends and we talk/see each other a lot. Others I contact when I remember. Others I don't contact at all. And it's not that I don't want to! I need a better process.

Jul 27, 2019 03:33 AM #17
Rainmaker
2,051,306
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Good morning Tammy - I glad that Carol brought this back today because I could certainly use the reminder.

Jul 27, 2019 06:17 AM #18
Ambassador
1,950,087
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

We all can do better, well most of us. I'm also someone who doesn't like to push folks, hate to send the wrong message. I try to engage our SOI for some genuine reason at least once a quarter...the other touches are an email, and a card, or small gift. 

Jul 27, 2019 08:45 AM #19
Rainmaker
1,106,703
Margaret Goss
Baird & Warner Real Estate - Winnetka, IL
Chicago's North Shore & Winnetka Real Estate

As an introvert, this has always been difficult for me. I presevere, however, and make time for lunches and coffees. But you're right, a simple text or email can be sufficient for the in-between times.

Jul 28, 2019 10:44 AM #20
Ambassador
4,123,238
Jeff Dowler, CRS
eXp Realty of California - Carlsbad, CA
The Southern California Relocation Dude

Tammy:

We all know how important this is and yet we sometimes still do not do what we can or should. I keep working at it!

I’ve had several repeat clients comment on how much they appreciated my staying in touch...even though they did not often respond to email, letters, etc. It IS helpful to know that past clients appreciate what we share!

Jeff

 

Jul 30, 2019 01:06 PM #21
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Tammy Adams ~ Realtor / Podcaster

A Maricopa Agent who Works, Lives & Loves Maricopa
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