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!