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How To Ensure that New Clients Become Repeat Clients

How To Ensure that New Clients Become Repeat Clients

How To Ensure that New Clients Become Repeat Clients

Repeat customers are great. They refer more often, they’re less likely to try pay less than your asking price and it’s easier to maintain these relationships than it is to consistently acquire new customers.

Here’s how you can deliver the kind of experience as a service agent that drives your clients to use your services again and get more listings from them in future.

 

Step 1

Plan out, in your mind, your perfect experience viewing experience with a potential buyer.

Imagine what that experience would look like. What would you need to do in order to deliver it? And what would you need to prepare?

Think about the best customer experiences you’ve had. What made it stand out? What was it about the service you delivered that produced such great results?

How would you need to prepare to do that again, for every viewing?

 Step 2

Formalise what you imagined into a checklist.

Include everything it would take for you to deliver the perfect service experience. This varies for everyone, but here’s a template.

Click to download this template.

Aim for consistency: Delivering an 8/10 experience every time is more likely to generate repeat and referral business than delivering a 10/10 experience every now and then.

The great thing about delivering quality service is that it’s 80% preparation and only 20% what happens on the day.

You’ve given great service before: doing it all the time is just about committing to a standard, preparing what you need and making sure it’s the only way that you engage with clients.

And you’re done!

Repeat business depend on exceptional customer service and consistent after-care. Following this simple 2-step plan will help you deliver both with consistency. From here on out you need only develop profiles and calendars for each new client and stick to your plan.

Curious about how to get more business from clients you’ve already done business with? 

 

Interested in getting as much business as possible?

Learn how this Joburg Agent started her new professional relationships on the right foot and generated a ton of business as a result,

Reach more buyers and sellers with relevant messages using email marketing.
(Fill in this form and get it first!)

How To Get More Listings from Past Clients

How To Get More Listings from Past Clients

Repeat customers are great. They refer more often and they’re less likely to try pay less than your asking price. It’s also easier (and cheaper) to maintain client relationships than it is to consistently acquire new customers. Here’s how you can make the most of your past clients.

How To Get More Listings from Past Clients

How To Get More Listings from Past Clients

How To Get More Listings from Past Clients

Top agents report that referral and repeat business can contribute up to 39% of their earnings.

Here’s how you can reconnect with the clients you’ve served in the past and ensure that when they or the people the know are looking to make use of an Estate Agent’s services again, you are the first person they think of. 

Step 1

Make a list of the properties you’ve sold in the past ten years, and from there determine the clients you’ve worked with in that time.

That’s it. Baby steps, right?

Step 2

Make a personal character profile for each client. You want to include a short description (name, age, profession, marriage status), a brief history of your work with them, as much detail as you have about their likes and hobbies and the marketing messages they might be interested in receiving. Here’s an example.

By now you would updated your client list and gotten a basic understanding of each client and potential focuses for your re-engagement messages.

Step 3

Determine which clients had a good experience with you and give them a call asking If they’re happy with their home. Note how long it’s been since they moved in and let them know that you’d be available to assist them with any property questions or needs that they have this year.

This call doesn’t need to be intimidating; you’re not making a request or trying to sell something. It’s simply to ensure that you remain in mind for the buyers with whom you’ve already done business. Here’s an example of all your call needs to include:

“Hello Susan, I hope you’re well. I noticed that you’ve been living in your Greenside home for 2 years now. How are you finding it?”

“If you ever have any property related questions, or if you ever start thinking about other living options, don’t hesitate to give me a call. I’m more than happy to give you advice or point you in the right direction.”

 

Step 4

Create a “keep-in-touch” calendar for each of the character profiles you created in Step 1.

Start with their birthday and property anniversary, then mark dates for your New Year and end of year communication.

With four dates filled in, decide often you think you should contact them. Every month? Every three months? 

With that number in mind, populate your calendar so that you would have reached out to them enough times a year. Here’s a template for a client born on May 5th, who bought a property on September 5th and who you ought to contact every two months.

And you’re done!

Repeat and referral business depend on exceptional customer service and consistent after-care. Following this 4 step plan will help you deliver both with consistency. From here on out you need only develop profiles and calendars for each new client and stick to your plan.

Sounds intimidating? It’s easier to stick to a plan if you’ve got the technical support to automate your messages, keep your contact profiles in one place and have their information updated for you. See how MYCE can help you deliver exceptional service and ensure repeat and referral business by simplifying sophisticated customer relationship management.

Interested in getting as much business as possible?

Learn how this Joburg Agent started her new professional relationships on the right foot and generated a ton of business as a result.

Reach more buyers and sellers with relevant messages using email marketing.
(Fill in this form and get it first!)

How To Get More Listings from Past Clients

How To Get More Listings from Past Clients

Repeat customers are great. They refer more often and they’re less likely to try pay less than your asking price. It’s also easier (and cheaper) to maintain client relationships than it is to consistently acquire new customers. Here’s how you can make the most of your past clients.