How to land clients and keep them happy

When meeting potential clients, Realtors® need to “build confidence and ask questions” right off the bat, said Patricia Fripp, CSP, CPAE.

After first meeting clients, Fripp suggested to soon thank them for the opportunity to be considered their agent. next, tell them that they can feel confident with you based on your specific years in the industry, and what your specialties are, she suggested. She said to get details when learning about their dream home would be. “When you get an answer go deeper,” she advised. “Ask ‘Can you give an example? Large, how large? Close to shops? How close?'”

Once you start working with your client, keep them happy with your services. “Do what you say when you make a commitment. If you are running late, let them know.” She advised to tell the clients that your goal is to exceed their expectations, and ask them how you can best do that.

“Be clear, concise and credible. Come with preparation work about the area,” she added. “Use you-focused language, like ‘You can feel confident that based on my 20 years’ experience with a 10-year focus on this area, we will find your perfect home as quickly as possible. Let us start our process by understanding exactly what your perfect home would be like.'” She said this is a good way to set yourself apart from local competition as well.

Once you’ve landed your client and helped them either find or sell their home, your work still isn’t done. You want to leave a lasting impression on them so they refer friends and family to you, and want to use again in the future. “Give a packet of local services that they will need, call a week and a month after they  move in, give flowers on moving day or send anniversary cards of their purchase,” she suggested.