In real estate, more than most other businesses, your income and success is tied directly to your client's happiness. Small efforts and changes can have a huge impact on how the quality of your services is perceived. They can either turn your leads away or convert them into happy and loyal customers.
It can cost up to five times more to find new customers, according to Forest Research, than to retain existing ones. It pays then to invest in customer retention through efforts which keep your clients satisfied with your products and services.
There are several ways through which you can keep your customers happy, and create long-lasting, mutually beneficial relationships with them.
Share Your Knowledge
Create content for your clients that is both relevant and offers to them something of value. Share potential opportunities, advice, tips and tricks, and new market insights. It will help improve your brand's awareness and lend credibility to your expertise as well.
Sharing relevant content shows your clients that you pay attention to their interests and preferences. It will also make them more likely to share your content, and introduce and recommend your business to their connections and social network.
Stay in Touch
Ask for feedback as well, not only for services already rendered but also suggestions for how you could serve them better in the future.
It is also important that you respond promptly if and when your clients reach out to you. Whether through text, email, or social media messaging, respond and acknowledge receiving their message even if you cannot always provide an immediate solution.
The Personal Touch
Make the extra effort to show your clients that you care for them by adding a personal touch to your business relationship. Remember their birthdays and anniversaries, send best wishes and even an appropriate gift if possible. Handwritten holiday greetings can go a long way in fostering client happiness as well.
The Extra Mile
If and when the opportunity presents itself, be willing and ready to go the extra mile for your clients. Your customers may share issues or problems they are facing which do not relate to real estate. In such situations, don't just listen and nod. Try to offer creative solutions, and proactively help your clients whenever and wherever possible.
Customer is King
It may be clichéd but it remains true all the same. Treat your clients as you would royalty. Make them feel like experts in your business. Ask for ideas, feedback, and suggestions on different aspects, such as your new logo or website, how you do business, and how you handle client reviews and complaints.
Your clients know what they want when it comes to your products and services. Where they don't, assess their needs and then offer them tailor-made solutions. They can also help you become more efficient and improve your business, so it pays to listen to their input and ideas.