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.
I 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.
I 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!