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Foster A Client-First Brand With These Strategies
Putting clients first is crucial in real estate. It becomes easier with experience — but the sooner you make it a top priority, the better off you are. Sometimes, new agents have difficulty finding business at first. The reason? Your would-be clients can tell if you are so eager to ink agreements that their needs are not foremost in mind.
As you expand your experience and your real estate technology toolkit, it becomes easier to recognize and act on opportunities to put your clients first. Every step you take in this direction helps you to build a new level of client experience, something unique to your brand that will help attract referrals and repeat business.
Putting clients first isn't something that happens in a day. It consists of two elements:
- Making clients your true priority no matter what else is happening in the market
- Continuously improving by looking closely at processes, feedback, and outcomes
If you commit to starting today, your client experience will be markedly different in three months, and it could be all but unrecognizable in twelve months. Luckily, there are so many effective avenues for you to pursue, all you need to do is pick one and move forward one step at a time.
Let's look at a few ideas that can help:
Have a Great Real Estate Website
Your real estate website is your most important digital asset. It simply isn't enough to have listings on the MLS: Your listings should also be completely incorporated into your own website. Even if your brokerage provides a website, you should develop one with your brand in mind – one in which you have complete creative control.
What is the purpose of your real estate website? It's more than a brochure for listings. It gives your would-be clients helpful and informative content that enables them to reach their goals. That includes, for example, useful online articles that equip them with knowledge about home financing and other issues.
Be Exceptionally Responsive
Especially at first, it's crucial to be as responsive as possible. Research shows that agents who respond within the first five minutes of a first-time inquiry are most likely to ultimately welcome a new client. Luckily, this is easier than it seems: Simply set up your website so you receive a text as soon as someone reaches out.
Bear in mind, however, that not all prospects will get in touch right away. You can make life easier for them by having a variety of communication methods that cater to different preferences. Make it simple for visitors to connect through email, telephone, and text, and even to schedule their own first appointment.
Leverage In-Person Events to Your Advantage
Almost all buyers go online to do their initial research, but what happens next varies based on experience. First-time buyers are more likely than others to reach out to a real estate agent once they have their eye on a home or neighborhood. On the other hand, experienced buyers are more likely to go to open houses.
Conventional open houses often get a bad rap for attracting "tire kickers." Inevitably, there will be some who aren't serious — but these events also appeal to many highly qualified buyers. When you dedicate a day per week to open houses with Open House Connector, you show willingness to meet clients where they are.
Master the Art of the Initial Interview
Your website may be your "digital first impression," but it's ultimately the initial interview that determines if you will have a new client. It's good to approach every interview as a potential learning experience. One way to put clients' needs first here is to spend the first half doing a lot of listening — even consider taking notes.
How can you ensure you're always improving during your interviews? One way to start is to have a set question list that you always open with. With a known starting point, you can be sure that you get all the crucial insights needed from each client. After that, simply allow the conversation to guide you.
Keep Relationships Going – Before and After the Transaction
It might take weeks or even months for a prospect to turn into a lead, so give them opportunities to stay fully engaged with you. The best way to do that is through email marketing. By delivering useful advice on a weekly basis, tailored to each lead or former client's interests, you will keep them coming back.
Beyond that, be sure to collect feedback from customers. Look for ways to help them be candid about what they liked and what you could improve on. If you get unalloyed praise from any client, ask them for a review!
Contact us at Delta Media Group to find out more about implementing customer-first strategies.
