The Moment of Truth Or Five Steps to Developing Repeat Business!

By
Services for Real Estate Pros with Napa Consultants

In marketing speak, there are five moments of truth that a potential client experiences when doing business with you.  If you satisfy their needs at these crucial moments in the cycle of customer acquisition, you will have a client for life.

 

#1 Before They Meet You/Self Service Mode

 

Whether they hear about you from someone they know, see a sign on a home, they find you on a search engine, on a blog post, your website or an ad in print or on line, a video, they will experience a sense of relief.  This is someone who may be the right person to help me, to answer my needs.  Your website is your silent salesperson as real estate professional regardless what your chosen niche is in the real estate field.

If your website appears at first glance to be the most authoritative site in your marketplace, if it has the best graphic interface, and is also the best  organized and easiest to navigate, you have a very good shot at  keeping them coming back to do their research.  While they are in this “self-service” mode, before they meet you, they are still operating from a favorable, lasting first impression that occurred in the first moment of truth.

#2 First Meeting

 

The second moment of truth happens when they actually encounter you in person, by phone or email, etc..  They are either satisfied or dissatisfied with their initial encounter with you.  They answer the question, "should they  proceed to buy or list with your assistance?".  If they answer, "yes",  they are convinced that they have found the right agent, that you will produce their desired result.

 

When potential clients are referred, they are already predisposed to liking and trusting you.  They have already experence the first "moment of truth".  Now it is you turn to make an indelible impression.  Think of it as your elevator speech: Do you stand out or are you forgettable.  Are you instantly perceived as an expert? 

 

#3:When You Deliver Your Services

 

Meeting expections in the process of selling or acquiring a home is like being on stage and delivering a flawless performance of a real estate transacting.  Every step of the home buying or selling process is an opportunity to shine like a top notch performer

 

The third moment of truth occurs when your initial transaction is complete and they are satisfied that you have delivered on your promise of value. Here you have met or exceeded their expectations, or you have disappointed them.  If the latter is true, the cycle of customer acquisition ends right here.

 

#4: When They Refer You

 

The fourth moment of truth occurs when they refer a friend to you.  This further affirms their satisfaction.  This is an opportunity to create another source of referrals for your business.  Take excellent care of their friend, and this friend will send you their friends.  Word of Mouth marketing still reigns as the best form of marketing.

 

#5: When You Have Their Repeat Business

 

The fifth moment of truth occurs when your clients are ready to buy or sell again and they call you instead of switching brands which means calling your competition.

 

True market leaders have mastered all five of these moment of truth. 

Posted by

Written by Ron & Alexandra Seigel-

 

CAN YOU STATE HOW YOU ARE DIFFERENT AND BETTER THAN YOUR COMPETITION IN LESS THAN 30 SECONDS?

 

ABOUT:  Luxury Real Estate is a high stakes game. Commissions are substantial! We help luxury real estate professionals get to the listing table more often and win listings more frequently.  If you want to be the market leader, the personal or company brand that your target market thinks of first and refers most often, you need an Elevator Statement to accelerate the process.  We can get you there!

Your Elevator Statement is a succinct and persuasive summary of your extraordinary promise of value, your unique selling proposition.  In a time-starved world the attention span of your target market is shrinking.  To instantly convey what sets you apart from the crowd you need to be able to answer EACH ONE of these 3 questions in less than 30 seconds.: 1) What Do You Do?; 2)  How Do You Do It?, and;  3) How Are You Different?.  Can you state how you are different and better than your competition in less than 30 seconds?

Watch the video above to see and hear how we do it. 

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Rainmaker
4,400,046
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Debb Janes EcoBroker and Bernie Stea JD thank you for your kind words, they are always appreciated.  A

Aug 13, 2019 04:05 PM #29
Rainmaker
4,400,046
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Sheila Anderson Thank you for the kudos.  They are appreciated and treasured.  Wishing you a lovely evening.  A

Aug 13, 2019 04:06 PM #30
Ambassador
3,964,776
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

This is excellent, Ron and Alexandra, and such a well deserved feature! It's such a pleasure to move to repeat business with someone and know that what you did along the way worked.These truths are certainly important to keep in mind.

But I suspect there are plenty of times when one of these moments of truth get ruined, perhaps without knowing what went wrong.

Jeff

Aug 13, 2019 05:54 PM #31
Ambassador
3,836,870
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Well done Ron and Alexandra- you highlighted 5 points or opportunities when you could have lost business or gained a client for life. 

Aug 13, 2019 06:22 PM #32
Rainer
54,786
Leif Price
Spot Color Marketing - Portland, OR
Content Marketing Specialist

Good thing I saw this one as there are a lot of good posts here in the Rain. It directly leads the path to success. 

Aug 13, 2019 06:57 PM #33
Rainmaker
2,106,166
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

Excellent! I love this post...well done!

Aug 13, 2019 07:31 PM #34
Rainmaker
2,882,271
James Dray
Fathom Realty - Rogers, AR
Exceptional Agents, Outstanding Results

Morning Alexandra.

Very well written, and so true.  If you've done your job right they will refer you to others, if not they will do the same to discourage others not to use you

Aug 14, 2019 12:55 AM #35
Rainmaker
2,444,302
Richie Alan Naggar
people first...then business Ran Right Realty - Riverside, CA
agent & author

When someone is able to say on their own something positive its no accident

Aug 14, 2019 06:13 AM #36
Rainer
401,023
Constantine Isslamow
Century 21 United Realty Inc. - Peterborough, ON
"Training and Accountability"

Good morning Alexandra.

Your video is amazing. A grand slam.

Wishing you continued success in all that you do.

Constantine

Aug 14, 2019 06:29 AM #37
Rainmaker
164,374
John Henry
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

Perfect rundown from the consumer's point of view and should be heeded by all.  Thanks for the informative post!  

Aug 14, 2019 07:13 AM #38
Ambassador
2,839,127
Anna Banana Kruchten CRB, CRS 602-380-4886
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana!

You know you've accomplished a lot when you're working on the 23rd sale over 20 years with the same family. That is  a very good feeling to see it all come together for all of them! Your list  is very well spelled out and agents (or any business) would be wise to keep a copy on their desk for daily review Ron and Alexandra Seigel !

Aug 14, 2019 09:34 AM #39
Rainmaker
4,400,046
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Anna Banana Kruchten CRB, CRS 602-380-4886 good idea of keeping a copy on the desk as a reminder.  Thank you for the suggestion and the comment.  A

Aug 14, 2019 10:28 AM #40
Rainmaker
509,046
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

Truth-trust--is essential to creating a good partnership when buying or selling a home. And you are right--first impressions are always online!

Aug 14, 2019 12:46 PM #41
Rainmaker
4,400,046
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Jeff Dowler, CRS thank you for our astute comment, and I think the first impression  is where many lose that referral with their antiquated website.  I always look at the website before giving a referral. 

Aug 14, 2019 01:05 PM #42
Rainmaker
4,400,046
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Kathy Streib thank you for your lovely comment, wishing you a great rest of the week...A

Aug 14, 2019 01:06 PM #43
Rainmaker
4,400,046
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Constantine Isslamow thank you for your kind words.  I will pass on the compliment to Ron who creates the videos.  A

Aug 14, 2019 01:07 PM #44
Rainmaker
4,400,046
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

John Henry thank you for your comment.  We always appreciate them. A

Aug 14, 2019 01:08 PM #45
Rainmaker
4,400,046
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Richie Alan Naggar thank you, and I appreciate the way you said it.

James Dray sometimes I think they will do more to discourage...

Sharon Tara thank you.

Leif Price I agree with you.

Aug 14, 2019 01:13 PM #46
Rainmaker
599,732
John Marshall - FORE!
LoKation Real Estate - Cherry Hills Village, CO
Specializing in Golf Course Properties

Great advice, I have already copied the link to share with my agents, thank you.

Aug 14, 2019 03:03 PM #47
Rainmaker
4,400,046
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

John Marshall - FORE! I am honored that you did that, and hopely they will folow this.  A

Aug 14, 2019 03:25 PM #48
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