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How to delight clients & keep them coming back

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How to delight clients & keep them coming back

We all know that return business and referrals are the lifeblood of the most successful real estate agents and businesses.

It’s always good to remind ourselves that during your career buyers will eventually become sellers and sellers will become buyers in a continuous loop. So why not take every opportunity you can to impress and leave a lasting impression on all your clients to encourage return business.

Be responsive

It’s so important not to leave any potential clients hanging. While I was house hunting, I lost count of the number of times I would fill in an online enquiry form for a property and hear nothing back from the agent or they’d get back to me with a brief email a week later. This really isn’t a good look for their time management and customer service skills, especially when time is of the essence and buyers are trying to plan their weekend inspections and auction itinerary.

Set yourself a timeframe for which you aim to get back to all new leads and online enquiries by. This may be within 30 minutes, an hour or maybe even 12 hours of receiving the lead, you probably have a realistic idea of what will be achievable for you and your workload.

It’s a good idea to set up auto replies to your emails, so even if you’re really busy the new client will receive confirmation that their message has been received and you’ll get back to them shortly.

Taking the time to make a phone call for enquiries is the best way to introduce yourself to potential clients and start building up rapport and trust. Another advantage of the phone call follow up is you’ll be able to qualify them so much more easily from their tone of voice and willingness to have a chat compared to email and text message conversations.

Be helpful

One great way to leave a strong impression on clients is to assist them in every way you possibly can from the beginning right through to the end of your business transaction.

Show off your local market knowledge and willingness to be helpful early on at open for inspections by putting together and sharing a property report with clients. Include suburb demographics, an amenities map, comparable recent sales and median prices, basically anything that will help a buyer feel better informed and more confident to buy the property.

Assist vendors with presenting their home at its best by introducing them to a home staging, Feng Shui or decluttering professionals. They'll be impressed by not only your industry connections, but how you have their best interests in mind to achieve the best outcome possible.

Help both vendors and buyers with their moving arrangements by endorsing a reputable local moving company that you have worked with in the past. You could even negotiate a special rate for your clients with a local mover in exchange for referring them a lot of business.

For buyers planning on renovating their new purchase or sellers wanting to renovate before selling, you should have a contact list of local tradies to assist them with organising the reno.

Be appreciative

One of the most valuable ways to delight clients is to show your gratitude for their business in the form of a thoughtful gift. This doesn’t have to be anything spectacular or too expensive for your business. The more customised the gift the better, but a card and a bottle of bubbly is always nice if you’re unsure what to get.

Perhaps the clients mentioned they will be renovating their new home, so a Bunnings voucher would be greatly appreciated. Maybe they talked about their love of gardening so a nice plant or tree seedling would be a nice present for their new garden. Better yet, go above and beyond the call of duty and show up on moving day with a pizza and the gift in hand.

A week after I moved into my new place it was so nice to find a beautiful housewarming party starter pack hamper with a personalised thank you card on my front doorstep from Chisholm & Gamon congratulating us on our purchase. It contained locally sourced yummy nibbles, a timber cheese platter and a bottle of champagne. So classy! It’s unexpected surprises like this that people will remember and tell others about when they're in need of a real estate agent.

Don’t forget to nurture existing emotional connections with your client base to incite long term return business. Fun ways to follow up and keep in touch with old clients is to send them birthday or Christmas cards, Easter eggs or an anniversary gift of the purchase/sale date.

Having consistent and responsive communication, going out of your way to be extra helpful and surprising clients with a closing gift will put you on the right path to teeing up return business for years to come.

Happy selling!

The Homely Team

About homely.com.au:

Homely.com.au is a new way to search for Sandgate real estate for sale and properties to rent in Brisbane. With over 340K listings and 500K local reviews and insights, homely.com.au is a faster and easier way to search for property to buy and rent in Australia.

Check out our Suburb Reviews and Questions pages to see what everyone is talking about.

Don't forget to download our iPhone app!

We'd like to hear from you!

If you enjoyed this blog leave a comment below and share it with your friends. Please respect the public forum and refrain from posting any expletives or hateful comments as they will be removed. We're always on the look out for guest bloggers and would like to receive your feedback, so feel free to get in touch at marketing@homely.com.au.

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Marketing ideas to get ahead this holiday season

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Marketing ideas to get ahead this holiday season

When December rolls around and the property market begins to wind down a lot of agents see it as the perfect opportunity to take time off and go an extended holiday. For this reason, December and January are great times of year for planning and prospecting to get ahead of your competition while they’re sunning themselves on a beach somewhere.

Here are nine marketing ideas to make the most of real estate’s off season and get a leg up on your competition in 2017.

1. This time of year everyone loves getting into the giving spirit and who doesn’t love a freebie? Try hosting a contest across your social media channels encouraging people to share their Christmas home decorations to enter the draw to win a Christmas hamper or something similar. This is a fun way to get to know, reward and grow your fans and followers.

2. Prepare and print a handout and/or blog posts on why summer is a great time to buy/sell a home. Share this with your email subscribers, social media fans and followers and local households. Focus on advantages like lower stock, less competition, faster transactions and sellers/buyers that are generally more motivated than other times of year.

3. Write up case studies of your best sales of 2016 to add to your website, share on social media and send to your email database. If you get into the habit of doing this every December eventually you’ll have an amazing library of all your years of hard work and dedication to getting the best results for vendors for past, present and prospective clients to see.

4. Become a Premier Agent. In a slower-market you need to explore every marketing avenue you can to capture as many leads as possible. Premier Agent gives you 10X more exposure among motivated buyers and sellers in your market. It gives you priority positioning in Agent Finder and showcases agent controlled reviews, your neighbourhood knowledge and performance stats.

5. The good thing about the summer holidays is that many of your current and past clients will have taken time off and have the time to chat over the phone or fill out customer testimonial forms. Better yet, touch base with current and past clients and drop off festive treats, like mini Christmas puddings, cookies or candy canes for the kids. See how they’re going and whether they know of anyone interested in buying or selling in the area.

6. Put together an infographic or market wrap-up for 2016 to be used in a direct mail campaign in your service suburbs. Provide information that someone considering selling in the next year or so would want to know about their local property market. Include data on house price growth, record sales from the past year and your own personal analysis and forecasts for the year ahead.

7. Send out fridge magnet calendars with your contact details as well as postcards to locals, and past and present clients with a holiday greeting. For your extra special clients send a hand-written Christmas card to make them feel appreciated and thank them for their business.

8. Get active on homely.com.au’s Questions pages. Over the festive season and summer our Questions pages run hot with people looking for school holiday activities, the best beaches in their city and New Years events, just to name a few. If you know of a great Christmas lights display in your neighbourhood or a rooftop bar worth checking out be sure to market yourself as the local expert by answering locals’ questions or starting your own topics. Not only does it get your name out there, it’s also a valuable tool and way to gain insight into what the important issues are in your community right now.

9. Get in the festive spirit. Upload Christmassy videos/photos to your professional Facebook and Instagram accounts of shots or your local community. Think Christmas decorations down the main street, local Xmas light displays or even a pic with Santa at the local shopping centre. Festive snaps and fun videos are always a winner on social media and an easy way to engage with clients, colleagues and people from your service suburbs.

If you work hard at marketing your services over the festive season to maintain your pipeline of new clients, you’ll be all set for a prosperous and successful 2017.

Having said that don’t forget to take a break. Even the very best agents need time away from work to unwind and recharge. So, unplug the tech, turn off the smartphone, put away the laptop and do something just for you over the summer. You’ve earned it!

Happy selling!

From the homely.com.au Team

About homely.com.au:

Homely.com.au is a new way to search for Brookwater real estate for sale and properties to rent in Brisbane. With over 340K listings and 500K local reviews and insights, homely.com.au is a faster and easier way to search for property to buy and rent in Australia.

Check out our Suburb Reviews and Questions pages to see what everyone is talking about.

Don't forget to download our new iPhone app!

We'd like to hear from you!

If you enjoyed this blog leave a comment below and share it with your friends. Please respect the public forum and refrain from posting any expletives or hateful comments as they will be removed. We're always on the look out for guest bloggers and would like to receive your feedback, so feel free to get in touch at marketing@homely.com.au.

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