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Never Miss a Sales Opportunity from a Past Client

Apr 2, 2018

Posted by

Matthew Collis

Matthew Collis is part of the Sales and Marketing Team at IXACT Contact Solutions Inc., a leading North American real estate CRM firm. In addition to overseeing many of IXACT Contacts key sales and ma Read more

Did you know that it takes five times less time and money to retain an existing client than to acquire a new one?  It makes sense when you think about it, and it’s true.  So needless to say, you should focus your attention on building strong and lasting relationships with all of your clients, so they’ll use your services and refer you for years to come.

Here are three great tips to help ensure you never miss a sales opportunity from a past client. Your real estate CRM will come in very useful.

1.  Provide great, memorable service. This involves going above and beyond for your client, communicating frequently, constantly keeping them updated and informed, and asking for feedback.  It also involves listening carefully to their needs and concerns and altering your course of action accordingly.

I mentioned asking for feedback.  Ask your client how well you’re doing so far and be sure to record this in their contact profile in your real estate CRM for quick reference.  And, if you’re listing a home for a client, be sure to use your CRM to provide them with a detailed service report so they can see everything you’ve been doing with regards to the listing. They’ll love this.

Tip: when asking for feedback, sometimes the feedback you will receive will be overwhelmingly positive. After the client finishes giving this positive feedback, politely ask if they’d mind if you use their comment as a testimonial.

2.  Keep in touch. I can’t stress this enough.  You’ve worked so hard to get the client in the first place.  Now that they’re happy with the service you’ve provided, use this to your benefit! If you do stay “top of mind” your clients

will refer you and use you again.  The average person knows three to five people who will move each and every year.

So, you need a keep in touch plan. This should involve a mix of activities such as occasional phone check-ins, face-to-face meetings (this could entail client appreciation events, a cup of coffee, a round of golf, or a home-expert seminar), and email and/ or letter communication.

This is where your real estate CRM will come in really handy.  You’ll be able to send a professionally designed and written e-Newsletter that goes out automatically every month, send email and letter drip marketing campaigns, and plan out, schedule, and receive automatic prompts for things like quarterly phone calls and client appreciation nights.

3.  Ask for referrals. There’s a lot of truth to the “If you don’t ask, you don’t get” idiom.  When it comes to referrals from satisfied clients, sometimes they don’t refer simply because they don’t realize how much you value referrals.  That’s why you need to make it clear that you build your business from referrals, value them greatly, and appreciate all of your referrers.  Let your clients know this (when it’s the right time and if you know they’re satisfied with your service), put it on your email signature, in your marketing materials, on your website, and anywhere else you think may be appropriate.  I’ve even heard of agents who write it on the nametag they pin to their shirt.

I hope that these tips will help you make the most of your client transactions.  Remember, your relationship with a client isn’t over when their transaction ends.  In fact, it’s just the beginning.  Use the tips discussed above to make sure you never miss a sales opportunity from a past client.