The daily challenge- How can I be more relevant to my clients to ensure loyalty and REFERRALS?
If you are like me, you strive to give your clients (buyers and sellers), the most exceptional experience when they buy or sell a home. The ultimate goal is that they become "RAVING FANS" and refer you to their friends and family for years to come! I was pretty new in the Real Estate industry when I realized that working with people I knew or people that knew people that I knew (Referrals) was how I wanted to conduct business.
Here is the back story.
It was a normal day when I received a phone call from a client who had just purchased 2 weeks prior after a “Unicorn Transaction”. Their new home checked ALL the boxes- the perfect home in the perfect school district with the perfect community and the perfect commute to work. I had negotiated them a crazy good deal including the “ride on lawnmower” and all their closing costs paid. It was hugs and tears at the settlement table - they were so happy.
When I picked up the phone I was expecting a wonderful conversation- it was quite the opposite. This sweet, good natured client launched into a barrage of screaming and profanity. The moving company they had hired, had destroyed the walls on the stairs of their new home and their antique furniture was severely damaged. The movers had failed to tell them about it and after they had left, this was discovered. The main office was now not returning their phone calls and my client was beside himself. They had contracted the mover themselves but APPARENTLY, THIS WAS MY FAULT.
That got me thinking that maybe this this could have had a better outcome. An integral part of every purchase is the move……….and yet I had never even bothered to have that conversation with any of my clients.
My reluctance stemmed from my own terrible experience when the “Preferred” moving company essentially blackmailed me for another $1000 once they had all my furniture on the truck.
So what’s my point?
There is a huge hole in our level of service. After having the same conversation over and over again with many other agents across the country at masterminds and events, I concluded that industry wide, the majority of Realtors DO NOT TALK ABOUT THE MOVE. It’s the elephant in the room! We refer contractors, title companies, lenders, home inspectors, insurance companies BUT WE DON’T RECOMMEND MOVING COMPANIES.
****The small percentage of agents that said they did refer, agreed that they didn’t follow up to see if the experience was good. ****
HOW CAN I CHANGE THIS?
RelCo Move was born from a desire to fill this obvious void. But there were a lot of questions.
- As a fiduciary how could I confidently ensure my recommendation would do the best job?
- How could I guarantee integrity, honesty and values?
- How would I know what services the client would need?
- How would I know if they were getting the best estimate?
- How could I make this process simple and stress free?
- How would I be able to hold the moving companies accountable?
- How would I know who to call if something went wrong?
- How could I avoid getting another phone call with a very upset seller? (I don’t enjoy being yelled at!)
So what is “RelCo Move”?
RELCO MOVE IS NOT A MOVING COMPANY. It’s a full-service concierge, laser focused on your clients personal repositioning needs. (Across the Country or the next block over)
Think of it as a “e-harmony” service for the client’s ENTIRE transition. It is a NATIONWIDE (hopefully Worldwide in the future) Company created by agents with a desire to exceed and excel the expectations of our clients, regardless of their individual requirements. We are the “Matchmakers” with an elevated level of accountability anticipating the bumps in the road and reacting calmly and appropriately during the process of a Real Estate transaction.
With every home sale usually one entity (Seller) moves things out and the other (Buyer) needs to move things in. Sounds simple right? There is a lot more too it than that……….so I have come to find out!
How does it work? Click here for a consumer explanation.
WE ARE READY TO SERVICE YOUR CLIENT AND MAKE YOU LOOK LIKE A ROCKSTAR.