Keeping In Touch With Clients
Larry Johnston has asked us all to share how we keep in touch with clients. We all know that referrals and repeat business are the best business to have and the biggest compliment we can receive so it’s imperative we remain the agent they go to for advice, recommendations, and to refer their friends and family too. I don’t think there’s a one size fits all because being genuine in our approach is very important.
Every few years we hold a client appreciation event at a restaurant or winery or an open house at the office. We don’t do these every year because I prefer to meet with them one on one more frequently than a big event. Inviting a client to coffee or lunch gives us a chance to catch up and really isn’t about real estate at all. I want to hear how their children, pets, and family are doing. It’s the best when they invite us over to see changes they’ve made to their homes. I love seeing the transformations and hearing about the process they went through to do updates.
We send out a monthly email to our clients with home maintenance tips or an update on interest rates and market conditions. We recently started incorporating a short video and the feedback has been very positive. If they don't have time to read they can watch a minute long video and get a sysnopsis of the whole email.
Holiday greeting cards are something I do every year. Each card gets a personalized note inside and is hand addressed just as though I were sending them to friends. In reality many of our clients do become friends and that’s priceless. While there’s nothing original about sending a card it’s the note inside that means the most and is always original. I’ve never been a fan of receiving a card that’s preprinted inside and has a label on the front. It makes me feel like a number and not a valued customer neither of which I’d want my clients to feel. Birthday cards, texts, or emails also go out throughout the year and sometimes I just send a card with a note inside to say hello if someone has been on my mind.
This year we started a new tradition of dropping wrapping paper off at client’s homes. It took two days to complete but, it felt great to spread some holiday cheer. Nothing puts a bigger smile on our faces than receiving a call from a client saying thank you for popping by and that they appreciate the wrapping paper. We included this little poem on it so that they’d know it was from us.
Keeping in touch with clients is really very easy when it’s coming from the right place – your heart. Being genuine and doing it because you want to will always show and that’s why I don’t think it’s a one size fits all situation. Do what works for you and come from the right place when you do it.