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NO DRIP WAYS TO BOOST
YOUR POST-CLOSE REAL ESTATE FOLLOW UP
• Understanding the value of your brand advocates"
• Ways to turn past clients into brand advocates"
• Getting creative with post-close follow-up "
• Ideas for post-close client appreciation events"
• Why they deserve a special spot in your CRM"
What’s on the agenda?
Let’s get started!
Only about 10% of all buyer and seller leads are generated online,
through portals. RealSatisfied survey results
Those portal leads, minus the first 3me
homebuyers, were all, at some point, some broker or agent’s client. A client that got away.
1000 Wa@ Consul3ng
90% of all buyers and sellers never hear from their agent again!
NAR survey
It doesn’t take special technology or an automatic drip campaign – to turn and keep those relationships into a strong pipeline of
business. It takes organization.
Ask Yourself?
• When was the last 3me you
contacted a client from over 6
months ago?
• When was the last 3me you
received a referral that led to
closed business?
• Did you know other agents can
be your best brand advocates?
• Can you iden3fy them in your
CRM?
Find your BRAND
ADVOCATES
WHAT AND WHY ARE BRAND ADOCATES IMPORTANT?
• Each brand advocate creates on average 3 new clients
• Increased brand awareness
• Amplified word of mouth marketers on and offline that FUEL GROWTH
• More reviews, likes, comments and engagement on social media
• Create life3me value and customer loyalty
Brand advocates are walking billboards that
engage and build relationships with your future prospects, leads and customers. They
are the heart and soul of any marketing
strategy and form the basis for many
companies’ promotions and
advertising efforts.
Drip campaigns, newsle@ers, postcards, etc.
SoU touches, delighVul experiences, notes, brand inclusion, client apprecia3on events, reciprocity
FOCUS
on your
relationships
FIRST
WHAT MAKES A CUSTOMER FALL IN LOVE WITH YOUR BRAND? • High quality service at every
touch point
• High quality engagement – that
stands above others
• They have had the highest level
of customer satisfaction and
have raised their hand to tell you
• Authenticity that isn’t too salesy
“The first step in exceeding your customer’s expecta3ons is to know those expecta3ons.” – Roy Hollister Williams
PUT MORE ENERGY
INTO GIVING THAN
GETTING
CREATE SIMPLE ACTS OF GIVING:
• Talks to and about your ADVOCATES
• Give them real benefits
• Gives prospects a non-threatening way to get more information.. And
• Gives them compelling reasons to call you to get it
SOCIAL [WORKS!]
Brand your client's experience
PAY IT FORWARD Ideas
ASK FOR WHAT THEY NEED
ASKING = CARING
GET FEEDBACK
• Send a survey after close to find out details about their how they felt about their service
• What were their pain points?
• What did they LOVE?
• Take action on their recommendations so they know they are heard
• Measure and track areas of your business that need improvement or where you can increase what works
Focus on
Long Term
ENGAGEMENT
Soft –touch ways to give attention
• Handwri@en notes
• Simple online giUs
• Engaging on social – liking, tagging,
re-‐twee3ng
• Sharing success stories
• Including them in your marke3ng (w/
permission) and most important…
• LISTENING!! .
Like This…
“ You made me cry! Got to the office this morning and there was a package on my desk...had no idea what it could be, I haven't ordered anything...and then I opened it, and it made me cry. This was too sweet. What a
gesture...I've wiped the tear and now I'm just smiling. I will light one of these up
when I get home. Thank you Michelle...for the candles
and for the smile I can't wipe off my face! “
INNOVATE… Don’t Stagnate!
GIVE THEM
WHAT THEY
DIDN’T KNOW
THEY
WANTED
Brand advocates WANT TO SEND YOU REFERRALS Studies show that you have customers that want to send you referrals but just don’t know how. Give them the opportunity to do that on social media, through email, through your events. Make it creative, fun, and engaging!
Don’t Forget
Your Other
Brand Advocates
Who else can be part of your family of Brand Advocates?
• Buyers of your past listings
• Other Agents in your network
• Local Businesses
• Industry Influencers
To Follow Up! • Go to Your database right now and identify your BEST past
clients
• Add them to a special bucket in Contactually
• Send them a survey to get feedback on your transaction and service (Send 3 surveys with RealSatisfied for free)
• Do a service review of what is working and what is NOT
• Create special communications with your brand advocates – emails should be more personal, schedule the sending of notes, appreciation events and special access to brand perks.
• Pick five of your loyal customers that you think might have some customers interested in your services. Next time you have a scheduled call or quarterly business review with them, put it in your notes to ask for a referral.
Thank you!