My Client Touches – Who, What and When. The Why is Obvious

By
Real Estate Agent with Solutions Real Estate CA DRE #01490977

My Client Touches – Who, What and When!

The Why is Obvious!

 

One of the things I have tried to do over the years is stay in touch with past clients.

 

I realize in the early years this was not something I did very well, despite knowing, and being told, it was important to do.

 

My Happy UnBirthday cardI don’t have a good excuse for why that was the case…I suppose, in part, it was just not viewed as a priority, although it certainly should have been.

 

And it definitely had not gotten to be a good habit.

 

Over the years I improved in how I stayed in touch, and added to the list of things I did, but I was not as consistent as I needed to be.

 

Oh, I had good intentions of course, but the follow-through needed work.

 

Staying in touch with clients has always been work in progress, and still is, but is far better, more frequent, and more consistent than in the past, and I have added other things to the list of what I do, and no doubt this will continue to change.

 

In the last couple of years, as part of my business plan, I created and added a Client Touches spreadsheet to help me keep better track of what specific touches I have planned for the year, recognizing I can always add other things during the year if I chose to. It includes when those touches occur (the month), and who the recipients are.

 

For example there are:

 

Buyer and seller clients from the prior year who get settlement statements for preparing their taxes

Past buyers and sellers who are Moms and Dads for Mother’s and Father’s Day cards

Recent buyers who get the Deed Scam letter, and

UnBirthday Card recipients at the beginning of the year

 

Having all this committed in writing has been a big help, instead of just it being in my brain where it was much more likely to get forgotten, or dates would get missed.

 

Thank you cardsI have lists of names for these various touches - I need to clean some of that up, and create some more lists - and use my CRM and calendar on my phone with alerts as additional reminders to track things like Houseaversary dates, birthdays, and anniversaries.

 

The spreadsheet has worked well for helping me stay in touch in multiple ways. I continue to add to it occasionally as I think of other things I can do.

 

I don’t include the occasional touches on social media sites (people I follow on Instagram and Facebook), nor the other notes and emails I send when I hear or see news about certain clients, or find things that might be of interest to them and send it in the mail.

 

Each month I note on the spreadsheet when I have completed that task, such as sending out a holiday card. It’s a client touch To Do List!

 

I don’t get a ton of feedback on these touches but occasionally receive calls, texts and emails to thank me. I had a couple of past clients that listed and sold their homes with me in 2019 who specifically mentioned my staying in touch over the years and how much they appreciated it.

 

No doubt this will continue to evolve but it’s been a good change for me. I expect many of you have other or better systems you use to stay in touch with clients, but it’s all about self-improvement, right?

 

This is my entry in the challenge Endre Barath is hosting for January on changes we have made (life and/or business) that have worked.You have until January 31, 2020 at midnight PST to get yours in!

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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Beth Atalay 

Reassuring to know I was not the only one not following up!

Thanks for the Fastnewsletters tip! I will check into it!

Jeff

Jan 15, 2020 07:13 PM #71
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
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Erik Hiss 

Good for you! You are better at getting the birthday information than I am!!

Thanks for stopping by and for the compliment!

Jeff

Jan 15, 2020 08:16 PM #72
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
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Thanks Gene Mundt, IL/WI Mortgage Originator - FHA/VA/Conv/Jumbo/Portfolio/Refi  I appreciate the kind words. My guess is you are pretty good at this already!

Jeff

Jan 15, 2020 08:17 PM #73
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
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Maria Gilda Racelis 

The good thing is you are doing something. I think Buffini is all about referral business and how to make that happen!

Jeff

Jan 15, 2020 08:19 PM #74
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
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Hi Debb Janes EcoBroker and Bernie Stea JD 

Those are excellent points! Is that WHY we should stay in touch?

Jeff

Jan 15, 2020 08:20 PM #75
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Diana Dahlberg
1 Month Realty - Pleasant Prairie, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

Staying in touch is so important.  Last year I believe my ratio was 90% referral and/or repeat business and it's because I stay in touch.  Maybe I should do it more!  

Jan 15, 2020 08:29 PM #76
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
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Thanks Kathleen Lordbock Glad it's working for you, too. I think most people enjoy getting cards and other touches.

Jeff

Jan 16, 2020 07:57 AM #81
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Michael Eisenberg 

I know several people who use Send Out cards (I know because I get them). One of them follows up with people to make sure they got them - it's a reason to call.

Jeff

Jan 16, 2020 07:59 AM #82
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
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Thank you for the kind words, Sharon Tara !

While it's fun to get a response I don't send things with the expectation of a high response rate.

Jeff

Jan 16, 2020 08:00 AM #83
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Thanks John Henry, Florida Architect  I think it's a great idea. No doubt there is something creative you could do given your business!

Jeff

Jan 16, 2020 08:58 AM #84
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
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Hey Laura S. Baker  So nice to see you!

Thank for the compliment! Glad you liked it.

Jeff

Jan 16, 2020 09:00 AM #85
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
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Hi Diana Dahlberg 

That's a great example to show how well stayng in touch works. Repeat and referral business is always special!

Jeff

Jan 16, 2020 09:01 AM #86
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Georgie Hunter R(S) 58089
Hawai'i Life Real Estate Brokers - Haiku, HI
Maui Real Estate sales and lifestyle info

You've learned to keep in touch and it's working when they call you up to list their homes!  Great post and lesson for all agents.

Jan 16, 2020 03:40 PM #91
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Georgie Hunter R(S) 58089. Thank you for the compliment!

Well, as I said I was not so good at this for a while, and it could be better. But having a system really helps, and clearly people notice!

Jeff

Jan 16, 2020 10:01 PM #92
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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 as well via birthday cards, settlement statements and for some clients--I do like to follow them on social media as well.  That's a good way to k eep up with changes and special events in their lives--plus, everyone likes comments on thier posts!

Jan 17, 2020 06:41 AM #97
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Mary Hutchison, SRES, ABR 

Sounds like you have a good plan in place! I could do better on the social media side, although it becomes impossible to keep up with everyone.

Jeff

Jan 17, 2020 09:04 AM #102
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Dorie Dillard CRS GRI ABR
Coldwell Banker United Realtors® ~ 512.750.6899 - Austin, TX
Serving Buyers & Sellers in NW Austin Real Estate

Good afternoon Jeff Dowler, CRS ,

So glad to see this post featured! Love that you make it a priority to stay in contact with your clients. 99% of the consumers say they liked their Realtor..unfortunately out of sight out of mind when an agent doesnt' stay in touch!

Jan 17, 2020 09:55 AM #103
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Well, we hear that statistics or similar ones all the time, don't we Dorie Dillard CRS GRI ABR ?!

And so we KNOW how important staying in touch is, even though we might not be as consistent as we could or should.

Jeff 

Jan 17, 2020 10:59 AM #104
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Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

A good reminder for all of us Jeff.  Your idea of a spreadsheet sounds like a good one.  I'll ahve to think about this challenge!  

Jan 23, 2020 02:17 PM #105
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Jan Green , thanks!

Well it is working for me to keep track of what I am supposed to be doing as far as client touches. Relying on my memory was not working all that well.

Jeff

Jan 23, 2020 03:50 PM #106
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