Select Page
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.

Convince Buyers To Sign By Becoming A Suburb Expert

Convince Buyers To Sign By Becoming A Suburb Expert

Convince Buyers To Sign By Becoming A Suburb Expert

As a South African Real Estate Agent who wants to sell more property in 2020, it’s important to consider how you can stand out from property portals and other agents.

Providing buyers with unique insights into the community will help you convince them to choose your listings and keep you top-of-mind when they are giving advice to friends and family.

No amount of deeds data or time on a property portal will tell a potential buyer about back routes to take during the 5pm rush, the incredible chicken briyani at the local North Indian restaurant or how many cute dogs attend the local Park Run every Saturday.

Beyond making you memorable, being active and visible in your community will give you expertise that buyers – and sellers – wouldn’t be able to get anywhere else.

Here’s how you can start becoming a suburb expert today.

Every week: Drive through the area

Here’s a suggestion you might not like – throw yourself into 5pm traffic.

You may think you know your farming area, but do you know it from the perspective of a local?

Does it really take 20 minutes to get into the suburb from the highway? Are there some obvious back-routes that could cut this time in half, or even some regular weekly event that extends it to an hour on Wednesdays?

This is just an example of how you could be providing value other agents can’t, just by getting to know the area a little better. These can include a more realistic sense of traffic patterns, how walkable the area is throughout the day or good times to visit stores or shops.

Every weekend – Live like a local

Going for lunch this weekend? Thinking of attending a Park Run? Do that your farming area.

Peek inside the local gym. Visit the nearby schools. Chat to the business owners, community members and security guards in the area. The things you learn will play a huge role in your prospects experience in that area, and there’s very few technologies or agents who would be able to offer them the same insights.

How do you find how much a house sold for? How do you find comparable home sales in your area? 

Apart from buying a Desktop Property Valuation Report, that comes down to local knowledge and asking questions. By embedding yourself in your community, you can get this information for free.

Becoming a suburb expert is about getting the kind of insights buyers – and sellers – won’t be able to find anywhere else (having unique value) but also making a powerful impression through your visibility in the area and unique knowledge.

Every other day – Brand yourself as an active community member.

By following the advice above, you should start developing a sense of the community events that take place in your suburb. These might include things like Park Runs, weekend markets and popular weekend specials that draw people from the suburb.

Attending and being visible at these events will really establish you as a member of that community and connect you with the suburb in the minds of those who live there. You won’t need to take on important roles or become deeply involved in any of these events, just be there often enough to start being recognised.

These are also great opportunities for you to meet and connect with community members, whether they’re service providers you can connect potential buyers with or individuals who could give you insights about the suburb, such as how walkable different areas are and good places to eat or get away for a weekend.

In Summary

The more time you spend in the suburb and the more people you speak to, the more unique insights and value you will be able to share with your prospective buyers. You will also be become more visible and memorable to the homeowners in your area, something that should be a priority for any agent who wants to be top-of-mind in their suburbs.

 

Interested in finding serious buyers?

Learn how Bonni was able to canvas dozens of individuals and field potential buyers in a way they actually appreciated.

Reach more potential buyers 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 Speak About Scarcity to Negotiate Better Deals and Sell Faster

How to Speak About Scarcity to Negotiate Better Deals and Sell Faster

How to Speak About Scarcity to Negotiate Better Deals and Sell Faster

Scarcity is very real in South African Real Estate, and you can use this to create urgency in prospective buyers, negotiate better deals and sell faster. Present yourself, your listings and your offers as limited and valuable, an opportunity not to be missed and that must be acted on quickly.

The Reality of Scarcity

People hate missing out on a good opportunity. Scarcity is compelling to us because it frames an opportunity as valuable and fleeting, something that needs to be taken advantage of quickly to avoid missing out on the value it offers.

Every suburb only has a certain number of houses and great buying opportunities don’t last long. Buyers typically understand this, but by reminding them you can initiate greater urgency in them. This will put you in a great position to negotiate favourable deals and sell faster.

Here are some great ways to initiate urgency in buyers using real examples of scarcity:

  • If a house has unique features, make this clear. We typically think of things like fireplaces or a swimming pool but this could include additional storage, intelligent lighting or even the shape of the house. Think about what distinguishes a home from others and frame this in terms of its scarcity.
  • If a house usually sells in two months, make sure you’re letting buyers know to act fast after the first month.
  • If you’re selling the only house – or one of very few houses – currently available in a neighborhood, let buyers know that this will be their only chance to get into the area for some time.
  • Think about the seasonal opportunities in your area, like fluctuating house prices or greater buyer interest at different times of the year. Mention the benefits of buying now that won’t be available year- round.
  • Another strategy could be scheduling listings back-to-back. This clearly and powerfully shows potential buyers that the listing is in demand and may not be available for very long.

 Artificial scarcity

You can make use of the compelling power of scarcity by creating your own valuable but short-lived opportunities. 

Offer limited promotions or services. For example, you could attract referrals by letting your clients know that you are offering discounted services or free property valuations to your next three clients.

Your focus should be on offering something of value that won’t be available for long, something that will compel your prospects to act quickly.

 The language of scarcity

You won’t be able to make use of scarcity – real or artificial – if your prospects don’t understand the value they will be missing out on. 

Make sure your prospect understands the benefits they stand to gain by acting now. 

  • Spend some time noting down all the elements of a listing / opportunity that you could frame as scarce. You will need to do some research and be prepared to bring these points up in conversation.
  • Use terms like ‘Unique property’ and ‘Limited Availability’.
  • Highlight the possibly urgent consequences for prospect delaying the process of selling or buying.

In Summary

  • Present the scarcity of a home’s features, how quickly homes in the area tend to sell, the limited listings in an area and other elements as short-lived but valuable opportunities that your prospects need to act on quickly to get the benefits.
  • Stimulate urgency in your prospects by creating your own limited offers.
  • Make the scarcity you are trying to communicate as visible to your prospects as possible by preparing some examples of scarcity and using clear language that gets across the value of short-lived opportunities.

Interested in Earning More Commission?

Read how this Estate Agent generated additional revenue by employing a strategy that saw her cold calls actually being answered.

Reach more buyers and sellers and generate additional revenue from past clients using email marketing. (Coming Soon!)

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.