10 Ways to Build Long-Term Client Relationships

10 Ways to Build Long-Term Client Relationships

RECBL - Real Estate News

Successful real estate professionals know the importance of building the kind of long-term client relationships that lead to repeat and referral business.

In addition to bringing in more listings and closings, long-term client relationships can be personally rewarding and fulfilling. Here are 10 ways to help build lasting real estate connections:

1. 'Go The Extra Mile': To build a strong relationship foundation, always strive to exceed your client's expectations. Providing 'service excellence' means cheerfully and routinely going above and beyond your role as a real estate professional. Clients will remember your efforts and want to do business with you again.

2. Pay attention to details. Remember if a client said they like hardwood floors, or if a short work commute is important to them. Pick up the newspaper from the driveway or bring in the mail when you visit their home. Remember pets’ names, and show a sincere interest in their family. Noticing the small things will signal to clients that you want to build a relationship with them.

3. Share your expertise. Clients look to you for expert real estate advice, and they depend on you for guidance. Don’t assume they already know everything about real estate transactions. Encourage them to ask questions at every step along the way, and be ready to provide accurate, succinct, and honest answers. Stay up-to-date on industry news and trends, as well as community and neighborhood issues and information.

4. Be available. Return calls and messages promptly, and plan your schedule around theirs as much as possible. Encourage them to contact you anytime if they have any questions or concerns.

5. Communicate, communicate, communicate! Touch base frequently with clients, even if you don’t have any news or updates. You never want clients to feel that you’ve forgotten about them, or that they aren’t a top priority for you. Always let them know what steps you are taking on their behalf, or what plans you have.

6. Help clients set realistic expectations. If you don’t think you can get a certain asking price for a listing or find a suitable new home for your clients within a certain period of time, say so. It’s better to set attainable goals on the front end than to fall short and disappoint clients down the road.

7. Service Provider Standards: Choose service providers who reflect your professional and service standards. Clients will likely see service providers as an extension of you, so make sure to align yourself with dependable, reliable, and reputable people and companies.

8. Ask for the business. Tell your clients that you want to work with them again, and that you’d like to serve their family and friends, too. Give them some of your business cards and marketing materials to share.

9. Show clients you care about them even after the deal closes. One way you can do this is by offering home warranty coverage. A home warranty can help enhance relationships through smoother transactions, comprehensive coverage, and service excellence and value that continues long after the transaction is done. New homeowners appreciate the protection and reassurance that a home warranty brings, which strengthens their relationship with you.

10. Stay in touch. In addition to holiday messages and sharing industry news, make sure to drop a personal note or email to past clients periodically. Better yet, drop by and see them in person when time permits. Let them know that you consider them to be friends as well as clients.

Source: HSA Home Warranty

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How to Make Difficult Clients Happy

How to Make Difficult Clients Happy

Cash Buyers List News

​Human emotions play a significant role in the home buying and home selling process.  Sellers may feel excited to be moving into a new home; however, at the same time, they may feel remorse and sadness for leaving family memories behind.

Homebuyers may be overwhelmed with wonder and glee to start a new life, but worried and cautious about the responsibilities of owning a home.

As a real estate professional, you work in the service industry and deal with these types of emotions every day. Luckily for you, many clients are happy and thrilled to start their new life-but that isn’t always the case.

Difficult clients are part of the business, but with a few tips, you can turn a hardship into a profit.

Listen
Many difficult situations arise because the client feels like they are being ignored-a situation that can be avoided if you listen to your clients needs, wants and negotiables from the start. Create an "interview" process for all clients prior to working with them to find out all this information.

This is the perfect time to ask questions to figure out what the client is looking for, as well as understand them as a person.

Some situations need to be seen from the other person’s point of view. By constantly trying to make them see things your way, you are telling them that their concerns don’t matter and are not important. Think about how you would act in this situation and give the client a response in a manner you would like to hear and/or see.

If the client is already feeling frustrated and you see signs of difficulty arising, let the client talk until they have finished stating their worries and/or concerns. This lets the client feel like they are being heard and listened to. This is also the perfect opportunity to start evaluating different solutions you can offer your client, then once they are done, acknowledge that their concerns matter and move the conversation towards the end result, rather than continuing to focus on the problem.

Communicate
Have you ever heard the saying "It’s not what you say; its how you say it?" You might be the cause of difficult situations without even being aware of it. A great way to overcome this is by mimicking your client’s tones and dialogue. For instance, if your client is using a more professional tone and you are using a more laidback tone, then slightly adjust yours to the level of the client. 

By watching your client’s body language, you can notice if they are uncomfortable with the way you are speaking. Take note of what phrases and words are being used and see if/when they react to what is being said. By adjusting your speech, you should see the client relax and calm the situation before it escalates.

Educate
Sometimes, as an expert of your field, you may communicate with clients in a manner that makes them feel like you are patronizing their intellect without even knowing that you are doing it. As a real estate agent, its crucial to have a clear understanding of the industry and market trends, and know to communicate this knowledge to clients.

With a clear understanding of the industry, your clients will be less likely to disagree with your insight. This is especially helpful when dealing with unrealistic pricing issues.

Be Goal-Oriented
Selling/buying a home can be an excruciatingly long process and create frustration for your client. They want to be updated often and see results quickly. As an agent, you want to stay goal-oriented and focus on the end result. Create a document that can be easily updated with what tasks have been completed and what still needs to be done, so your client can have a visual aide showing where they are in the sale.

Know Your Limits and Refer
Differences in personalities can be the cause of major difficulties within the client/agent relationship. As a service provider, you need to learn how to deal with all types of personalities in order to make the sale; however, there are times when the client’s personality just doesn’t mix well with yours.

When this happens, it might be best to refer the client to a friend or a different member of your team who could provide the client with better service by understanding how to deal with their personality type.

There might come a time when you have tried everything possible and still failed to maintain a positive client/agent relationship. If your situation ever becomes so toxic (for you) that it outweighs the potential revenue, it may be better to cut your losses than to continue moving forward with this client.

Once you do, you can take the time that would’ve been spent with this difficult client to work with a more productive client. Let Homes.com Local Connect introduce you to leads in your area. Secure your zip codes today.

For more information, please visit connect.homes.com.

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