I was speaking with an agent the other day, and he made a comment about a new listing. He said " that listing should have been mine- I sold them the property" my response was too bad.
Do you think you are entitled to a past clients listings?, Just because you're still in business doesn't mean you deserve loyalty and faithfulness from a client.
Did you earn their business the first time around?, I have heard other agents-clients' thank them at the closing then had them call me soon after for help and advice, because they knew when the deal was over. I was the one to make it happen sometimes by sheer will and determination.
Remember no one owns a customer, a client yes but not a customer, No matter how busy I am when someone walks in my office they get my full attention even if It's just for directions, you never know what people will be remembered you for. But a lack of attention or appreciation will not be forgotten.
We are not entitled to our income we earn it, even if it's years before we see fruit from our efforts. So think of what we do as a process not a pay check, a journey not a destination, and a career not just a job.
Repeat clients are a testament to how well we are doing, if a past buyer lists with someone else later you are doing something wrong.
Your-White Mountain New Hampshire real Estate Expert
steve@alpinelakes.com toll free 800-926-5653 /cell 603-381-7898
MLS search and Realtor web site: www.alpinelakes.com
My outside Blog: www.steveswhitemountainblog.com
Lincoln NH & Local interest site: www.localism.com/nh/lincoln
Great post! I totally agree. I think that a good Realtor is one who developes a great referral base and a repeat customer base. Without either of those new agents are doomed for failure. Thanks for sharing!w
You're right! Part of everyday I spend calling past clients and sending cards and email.s You have to keep earning their business.
You are absolutely right. There's a reason clients/customers either remember or forget us. Keep in touch with everyone...the relationship should not end at closing.
So true - if you don't keep your contact up with them - it is out of sight out of mind! Earning a customers business does not end with a closed transaction.
Jacque, There is no advertising in this world as valuable as the word of a satisfied client. Keep up the good work it does pay dividends for the consistent.
Allen & Tina, Thank you it's too easy to rest and hope for the best, when times are tough past clients should be the go to group.
Valerie, you are so right, it could be said that that earning a really starts after the sale, because they can go anywhere the next time. Thanks for your comment. Steve
Good post Steve. The example of giving directions to someone was a true life story for me. I was just leaving an inspection when a car pulled up to ask me for directions. Well I knew the area well since I live there, and I knew how confusing the area could be, so I led them over there myself. He asked if I was a Realtor, asked for my card, called me a couple of months later to buy a home, and has referred one of his friends as well. Being nice pays off in more ways than one can imagine.
I don't think anyone is entitled to anything. We have to earn the business and referrals.
Thanks for the post. I agree that we are not entitled to anything. I think whether you are a Realtor or mortgage consultant you must continually work to earn business both new and repeat. The goal then is to have a referral based model.
I agree! I had a wonderful listing this summer that came to me solely because the seller's previous agent, from a purchase only 18 months prior, had not kept in touch. The seller said they had a good transaction, he thought everything went very well, but at the end of the day, he said he "never heard from the agent again, no thank you for the business, not so much as a Christmas card." No matter how good of a job we do, staying in touch and showing our appreciation for their faith in us is crucial.
Great Post Steve! Especially for someone like myself who has only been in business for a couple of years.
Jerry, Nice pay dividends many times over, Thanks for the story it's so important that we are the go to guys in our area. And it's so easy to make that extra effort.
Pat, I'm not a dinosaur but I do find that people who got into real estate when property was flying off the shelf (so to speak) have no frame of reference as to the relationship building many have done over years of practice. These new to the business people feel entitled to the income they were lucky enough to have when things were good. Great point thanks for your comment
Yes you are right and it is good to remind other as well as ourselves!!!
Susan you hit the nail on the head, you don't have to hound clients to remind them you appreciate the business.. but you do have to reach out now and then. Personal contact creates success no matter how it applied.
Steve...well put, just because you work with someone some years ago, doesn't mean they will even remember your name. You need to keep the impression going long after that sale!
Jean, it's more than our personal well being at steak here it is a Realtor reputation that gets tarnished by in-action. We want to be seen as professionals for all Realtors.. Thanks Jean
Bill, nothing is a given any more, you do have to keep earning the trust, and confidence continuously
We don't own anybody, and they don't owe us anything. If we aren't doing our job well enough that they WANT to call us, then we aren't doing our job well enough.
Leslie, the truth is hard to swallow.. but we owe all our best efforts to clients even after the closing, but clients don't owe us a thing after the closing. When we remember that, we must act appropriately
Steve
Sounds like the Entitlement Mentality. I breathe (or live next door, or date their daughter, whatever) therefore I DESERVE the listing.
Erica, I breathe therefore I deserve to make a living..that is socialism isn't it- you are too funny. I know what your saying ... earn the loyalty or go whine to someone else.
Steve... Real estate is not sit around and wait for past clients to come to you. You have to work for it.. which means to stay in contact with them. There is a saying "Out of sight, out of mind". Realtors can't let this happen.
Repeat business is important regardless which industry you work in. Getting repeat business is related to customer satisfaction, maintaining a presence in the minds of past clients as the person they can rely on for their needs, and the impressions you make on a daily basis. We all would like to maintain our client base and get that repeat business on a regular basis. The question we must ask ourselves is do we work hard to get new clients and do we work hard to keep our image in front of our past clients?
Val, you and others may think having my photo in every-other post is conceited.. but out of sight is out of mind. If have posted 380 blogs, a consumer may only check out one on a subject they are interested in. When they come to town..name and face recognition is a good start, reaching out to past clients is also part of the over-all marketing plan. Steve
Jon, you are right even if you sell a million widgets a year you still have to satisfy one customer at a time to be successful.
I loved this post. Right now I have an email in my "inbox" from a non client who is under contract to buy in my area from another firm. My area just got mapped by FEMA and this non client may have to get flood insurance (new to our area) When he asked his buyer agent for help, he sent him to the insurance company, the insurance lady sent him to me, because she knows I'm working with FEMA, and the county planning and engineering dept. and my county elected officials and local surveyors to help solve this issue. The non client in his last email said he wished he'd found me earlier. Now if he ever sells... who's he gonna call. I don't think it would be his current agent.
And I am helping him, because it's the RIGHT thing to do.
Tammy, Your efforts will pay off in the long term relationship you form today. That is a great story It is unfortunate that you are late on this one but it will come back to you I promise.