How do you 🆙 your #clientexperience? HINT: it probably isn’t some paradigm-shifting, comprehensive process or program. To the contrary, it’s more likely bite-sized, modest improvements that, when added together, tally up to more than the sum of the parts (paraphrasing Aristotle 🧐). Stuff like:
∙A better means of managing and replying to client communications (e.g. email, texts, DMs, et al.)
∙Clear(er) direction about upcoming steps of a transaction
∙Access to resources and FAQs concerning all-things real estate (e.g. “How to ____” or “When to ____”)
The Nat’l Association of REALTORS® reported that 91% of buyers, for instance, claimed they’d use their agent again (or recommend them). However, only 13% of buyers actually re-hired an agent. So evidently the client experience extends way, way beyond closing! In other words, it’s 𝚌𝚕𝚒𝚎𝚗𝚝-𝚏𝚘𝚛-𝚕𝚒𝚏𝚎 or bust!
What’s more, the cost of generating a new client far exceeds the cost (and profitability) of producing repeat and referral business. It’s not that I’m warning against lead generation (not at all!). It’s just that repeat/referral business appreciates over time. Moreover, every past client becomes a multiplier of future business opportunities (i.e., repeats/referrals).
Bottom line: the best way to grow your business is to win the unwavering loyalty of every client, every time!
Guide to Up Your Client Experience (P.S. it's all in the little things)