Blog Post

Happy Clients In Beaufort SC advice to agents

 

 

 

WE ALL WANT HAPPY CLIENTS RIGHT!!!

Have  you ever heard about the book “ALL I REALLY NEED TO KNOW I LEARNED IN KINDERGARTEN” by Robert Fulghum?  This really is a wonderful book that illustrates simple principles we learned in Kindergarden are good rules that apply to our lives even as adults.  What I have found with my interaction with clients and from my prior work experiences customer service is key!!  It is the simple principles that really add up in the long run.  You may be have all the knowledge and facts about the market, you may know your communities inside and out, you may have experience under your belt but a simple fact always remains to maintain happy clients you must provide customer service.  Great Customer service will gain you the respect you deserve for your hard work and also bring you those much desired after referrals that feed our business.   I would like to outline a few things that are so simple but will really boost your relationships.

1. SMILE:  Really smile and mean it! You have a lot to be happy about you have a client right there in front of you.  A living breathing opportunity, a person, family or group of individuals who are trusting in you to provide them with guidance and help them make a large buying decision.

2. AS Your Smiling take a moment to yourself to be Thankful: I have always found that when I take just a moment in my mind to be thankful it really makes my smile grow. My customers can see that I really mean it.  I am very happy and very thankful to have this opportunity to be working with them.

3. Keep in touch after your first interaction: This is SO very important.  Real Estate is a large decision for many individuals.  Snap decisions are rare and for most people they need some time to process what they have seen, what community they like, ect.  Ask your client, ” I would like to follow up with you after you have had some time to process this information when is a good time for me to call you?”  This way they know you are going to call and know when to expect the call.  Keep this type of interaction going throughout the process.  As you get to know each other better it will just become a natural part of your agent / client interaction.

4. Send a Hand written Thank you note: As soon as I am finished showing property I go right to my desk and send a sincere Thank you note and drop it in the mail. The Key words here  are hand written and sincere.  You have no idea the impact this has on your client.   We all like to feel appreciated and your client is no different.  When they open up their mail and a personal message is there for them saying thank you it adds another element of Customer Service that will knock their socks off.

5. Listen: Have you ever heard the saying God gave you two ears and one mouth for a reason.  Well it is true remember it is not about you! It is not about what you like! Listen to your clients.  What are they telling you, do you know?  Have you talked so much they can not get a word in edgewise.  I like to really listen to what they want. I use this information when I search properties and as we look at them I can explain I made this selection for you because you mentioned you wanted a first floor master, or double ovens in the kitchen and so on.  It makes a huge difference for your clients when you listen.

6. Do not Be Pushy:  Have you ever had that waitress or waiter that has come up to your table and practically said yeah what do you want, all the while tapping their pen or their order pad and chewing gum in a ferocious manner. They make you think, you have to be kidding me why did this person ever think they would be a good server.  Yes this is an exaggerated example and I am sure you do not act like this but remember your clients can tell if you care or not about their needs.  If your out for a quick sale and really just care about your commission check it shines through.  If this is the case for you it is time for an attitude adjustment.  If you have done everything right in the first place there is no need to be pushy.  It will be a natural progression that ultimately leads to the sale.

7. Have your clients best interest in Mind: I always like to think of my clients as a family member.  Would I have my mother and father buy this house.  Would I write up this offer like this for my brother.  We have to take many ethics classes to be a licensed real estate agent for a reason be ethical.  It make a real difference in not only your relationships with your clients but also your fellow agents.  You must ask yourself what type of business are your trying to build.  One with a solid foundation to build upon or a short time pile of stones with no sustainability long term.

8. When the time is right ask for the sale:  “Mr. and Mrs. Smith we have looked at the following properties and this one has you so excited.  Does this seem like the right fit for you.  We can go back to the office and make an offer on this home if you would like.”  This is not being pushy in my opinion.  I am sure you have all seen this, that AH HA! moment when your clients found what they were looking for.  I have found that when that moment comes it is time to move forward with making the offer.  You are after all providing a service. What good would you be doing your clients if you do not assist them with the purchase when the time is right.  So many agents not only Realtors but all type of sales people do not ask for the sale.  You must! That is what you do after all.  Remember, their is a difference between asking for the sale and being pushy.

9. Execute the contract and go for it: Now it is time to work hard dig in your heals get your focus together and negotiate, negotiate, and work hard for your clients.  Try to get them the terms they are looking for.  I have found that having a good team of people to assist you with the closing is very helpful.  Get a handful of trusted lenders, a handful of trusted real estate attorney’s and provide your clients with the options.  Mr. and Mrs. Smith you can choose any attorney and any lender you wish and by the way here is a list of some reputable ones in our area.  Having a good group of people working together to get the closing completed is a great help to you and your clients.

10. Follow up after the close: By now if you have done all of these steps you have happy clients.  You have done all the right things to take care of your clients and developed a great relationship.  Do not stop after the close send them a follow up thank you note.  Send Birthday cards,Christmas cards let them know you are there and still working hard as a Top Notch Professional in your area.  You know your clients have friends and family and you want them recommending you.

You see it is the simple steps that create a happy client.  I did not make any promises that it would be easy it is still hard work but if you take it step by step and provide top notch customer service it will pay off in the end. Build your business one client at a time and go for it!

By Brent Brodie

Lowcountry Real Estate

www.brentbrodie.com