Your clients hold the power to help your business thrive. When they’re thrilled with the services you provide throughout the transaction and after it has closed, they’re more likely to refer you to their family, friends and even strangers they overhear discussing a home purchase or sale. In short, they become your advocates – the people who will shout your praises from the rooftops. How can you turn your clients into advocates? It’s all about your relationships.
Establish trust. Trust is the cornerstone of any relationship. When you keep your word and look out for your clients’ best interests, they’ll begin to trust you. If you’re consistent, they’ll begin to rely on you to help throughout the real estate process. And once they’ve learned to trust you, you can build a stronger relationship with them; one that they’re eager to share with other important people in their lives.
Go above what’s expected. Buyers and sellers don’t expect much. Your buyers want you to help them find the right home for them and negotiate a good deal and your sellers want you to market their home for a quick sale close to their asking price, according to the NAR 2014 Profile of Home Buyers and Sellers.
That’s why they’re absolutely stunned when you go above and beyond what’s expected and do those little extra things. For your buyers, this may mean introducing them to a great lender in your network, reviewing the home inspection with them or helping them narrow down their list of must haves and deal breakers. For your sellers, this means helping them get their property in shape for its market debut or listening to them when they feel extra emotional about selling. When you surpass your clients’ expectations, you not only make them happier, you also create allies for life.
Guide your clients. Most people buy and sell only a few times in their lives. Since the real estate market is always changing, they may find it intimidating, confusing or frustrating. That’s where you and your expertise come in. This is your opportunity to guide them through the process, explain what’s new since the last time they bought or sold a home and help them set their expectations of the process.
Listen. If you want to impress your clients and make them feel special, listen twice as often as you speak. Listen to their frustrations, questions, concerns and even for clues that provide insight into what they’re looking for in a home.
Also, listen for other ways to serve them. Did they mention that their home is due for a new roof? Connect them with a reputable roofer in your network. Are they in the middle of overhauling their outdoor spaces? Hook them up with a local landscaper. Whatever they mention, ask yourself if you know someone who can help. When you tap into your sphere of influence, your clients will be very grateful and are more likely to refer you to their family and friends.
Be a master negotiator. Negotiation is a big part of the real estate process. Securing the best deal for your clients is your top priority. Keep your negotiation skills sharp by taking professional development workshops or seminars, taking classes and practicing. Remember, when your skills are sharp, your clients will trust that you have their best interests at heart.
Turning your clients into advocates for your business takes time; however, the benefits are unlimited.
Brian Buffini immigrated to San Diego from Ireland in 1986 and became a top-performing Realtor. He then founded Buffini & Company to share his powerful lead-generation system. Buffini & Company has trained more than three million people in 37 countries and coaches more than 25,000 business pros. Today, Brian is a New York Times best-selling author and reaches over seven million listeners a year through “The Brian Buffini Show” podcast.
