Everyone knows that a good transaction can increase referrals
and generate positive word-of-mouth.
Turning a content client into a happy camper isn’t always an
easy task, though, and is often the result of going above and beyond the
expectation of your everyday real estate agent. While it’s important to maintain
a personal touch throughout the entire process to let them know you care, the
TLC shouldn’t end once the paperwork is finalized.
But it’s not as easy as it may sound.
A yearly email that summarizes your top transactions probably
won’t come across as personal or caring or genuine at all. But on the other
hand, a casual Sunday afternoon drop-in might give off a bit of a “clingy”
The trick is to walk the line between the two.
This week’s Know It
5 Simple Tricks to
1. Housewarming Gifts
As soon as they step foot in their new house, you want your
clients to see your caring presence. Well, not physically. That might bring on
one of those pesky cease-and-desist letters, which are never good for business.
Instead, try sending them a housewarming gift!
A simple and creative idea will help ensure that your
thoughtful personality will remain with them in an entirely legal fashion.
Roland’s Housewarming Gifts offers a plethora of exciting
options, ranging from personalized doormats, mail boxes and door knockers, to
cookie jars, bird houses and original sketches. Here’s what our good friend
Roland has to say:
a real estate agent for eight years, I was faced with the dilemma of what to
give my clients for closing gifts. After tripping over a few items that were
perfect for such an occasion, I left to start this business. Since then, real
estate agents have been a source of ideas for many of the gifts we carry. While
we offer our gifts to the general public, most of our business comes from real
estate agents and builders. Some of our most popular gifts may depict a house
design, or even a sketch or photo of a client’s new home. Agents feel this kind
of gift is a way to warmly remind their customers of them and what they do.”
you have it. Straight from the horse’s mouth.
2. Hand-Written Letters
Believe it or not, the ol’ fashioned Pen and Paper Trick -
commonly referred to as “writing” – can still work wonders in the modern age.
Not only will it show your clients that you care enough to
spend five minutes sitting at a table, but it will help you stand out and be
remembered in a positive way. Emails are routinely scanned over and deleted in
the blink of an eye, even thoughtful ones. But a well-crafted card that they
receive in the mail will be read with glee and surprise. Or at the very least
it will sit on the counter for days and be re-read over and over. If you’re
lucky, it might even find its way to the refrigerator!
Special occasions such as Christmas or New Year’s provide
perfect opportunities to send out these personal letters, and will show how a
little effort can go a long way.
3. Referral Services
Remember, you're not just helping your clients buy or sell a house, you're helping them with entire process of relocated their lives! It can be an overwhelming process, so provide your client with the extra support they need. Gather up a list of all the post-sale services you can think of: movers, painters, landscapers, contractors, plumbers, cleaners, daycare...anything! Compile all of these useful contacts and hand it off to them via email or hard copy. Think quality over quantity. Only list services that you have used personally, or that your clients have used, so that you know they'll make you look good.
Whenever your clients have a problem, you want to be able to say "don't worry, I have the answer," because you're the best damn agent in town.
4. The Follow-Up
If you want to show how much you care about them, it’s best
to start sooner rather than later. Connect with them on Facebook or Twitter and
ask them how their move went, if they had any troubles along the way and if
there’s anything more you can do to help.
Often times clients will assume that once the keys are
handed over that the agent will simply vanish into smoke, but if you continue
to provide quality customer service even after the job is done then it will
make a great impression. Social media is a particularly good avenue to take,
since your care and concerns will conveniently be made available for the public
On the other hand, a simple phone call will also show how
much you care about their satisfaction, and will leave them believing that they
hired the best agent in town.
5. Remember Details
This is one of those tips that you can use throughout the entire process. Small details are very important, and if you can whip out the name of their uncle's dog who just went through surgery to repair a broken paw in the middle of a conversation, then you'll look like an absolute rock star.
While a tip that says to just "remember things" may not be the most tangible, it will significantly help provide that personal touch your clients will remember.
To some, this skill comes natural. To others, such as those who routinely forget to pick up bread on the way home when your wife asks you to, this may be a bit of a mental exercise. But this is all part of going the extra mile. So if you need to write down where they plan to go on vacation next spring, or what little Bobby got for his birthday last weekend, then do it.
Including you, which is why you're reading one now.
They're short, to the point, and provide just enough information to completely convince you of something that you haven't done much research on before.
A well-made YouTube video works the same way, which is why home shoppers like them.
They show up high in search results, are short and easy to watch, and provide just enough information to completely convince you of something that you haven't done much research on before. Home shoppers crave information, and online videos are able to satisfy this need quickly and in multiple ways.
Here, let the joint research of Google and the National Association of Realtors® convince you:
Online video is a major component of the home search process, and while there is room to invest heavily and impress potential clients with some high-quality video production, there are plenty of immediate and low-cost solutions as well.
Essentially, a drone is a remote-controlled model air craft
– like a small helicopter. You can either buy or rent one with a camera already
attached, or you can attach one yourself. The camera is typically small and
lightweight, and is capable of recording high-quality video – like a Go Pro.
They can fly high in the air, hover in one place, and maneuver through small
places – such as hallways and door entrances.
First off, a drone-video will give you an edge when marketing
your listing. Just as professional
photography adds value to your listing, so too does professional
video, and drones now offer this
ability at a much more affordable price than was previously available.
Drones provide aerial photography, which in the past has
only been achieved through the use of a helicopter and professional equipment,
operators, editors, etc. According to Will Cadwell in 3
Reasons Real Estate Agents Should Invest In Drones, not only is using a
helicopter significantly more expensive, but a drone is able to achieve a much
higher level of manoeuvrability. While able to record bird’s-eye view of a property,
a drone is also able to move in closer to capture more detailed footage of a house,
without having to sacrifice quality of video.
Impressed? They regularly have over 100 "likes" on their posts! Of course you're impressed.
So get ready, because we invited Dano to give us an inside look on what's made him so successful in the world of Facebook.
Read below. Trust me, you'll want to.
Everyone reading this article should already understand
the importance of social media, or you probably wouldn’t have joined RESAAS!
my 30 years in this profession, I can honestly sat that this is as good a platform as I’ve ever seen for Realtors® to connect with each other, especially
digitally. Having said that, this is NOT the only avenue you should be using to
network online---there are just too many other great (mostly free) resources at
This is the service you’re probably most familiar with, seeing
as there are now over 1.3 Billion
monthly active users. Those numbers make it obvious that Facebook is an extremely
powerful marketing tool, but how do we maximize it’s potential?
Well first off, if you haven’t done so already, create a fan
They are free to make, and once you reach a certain amount of “likes” (I
believe it’s 100) you can even assign a designated URL (ours is
facebook.com/MauiLifestyle). When you’re thinking about a name for this page,
be sure to target your specific market. DON’T
name it “Realtor X’s Page” or “The X Team,” this is simply limiting the
potential for others to find your page, and it screams business “spammy.”
Instead, try “Newport Beach Luxury” or “Living In Raleigh” for a more optimized
title (of course, using your target area).
The next step is choosing high quality photos for both the cover
and profile photo, as these give the first impression to any potential fan.
Make sure they are the right dimensions, so that they fit properly (851x315 pixels for the cover, 180x180
for the profile); and if you can, make them play off one another (like how the
whale is almost jumping out of the water on our page).
Finally, fill out your “About” section so that any real estate websites
you own (like our Maui Real Estate
site), or are associated with, appear up top. Also, we recommend including a
phone number for a direct line of contact.
Your Page's Main Content
This is extremely important.
You want your page to be mostly
populated by great pictures (and videos, if possible), because this is what the
average user wants to see. Now, I understand you might not be located in as beautiful
a natural setting as Maui, Hawaii (few places in the world are), but don’t let
that get you down! I guarantee there are ample opportunities for great photos
wherever your market may be---you might just have to focus a bit more on say,
urban architecture or local cuisine.
When it comes to describing these, most users don’t want to read
long-winded posts (that’s what blogs like these are for!), so keep the caption to
a minimum. Short, simple sentences seem to work the best for us, and that’s
what we try to achieve.
Furthermore, Facebook recently added the opportunity to
add “hashtags” to your posts. Now if you’re familiar with Twitter, you probably
know how they work; but if you don’t, think of them as popular keywords or
phrases that are searchable by the whole community. We recommend using these; however,
DON’T go overboard with them. Trust
us, it seems a bit juvenile and non-professional to have 10+ hashtags on every
Engaging the Community
Now that we’ve built the page’s basic foundation, you’re going
to want to populate it with an audience.
The best and easiest way to build up a
base of “likers” is through your existing contacts, which is found under the
“Build Audience” tab. This isn’t the time to be shy, so go for the gusto and
invite them all! Furthermore, if you have a team of people working with you,
this is the time to make them managers of the page (under the “Edit Page” tab
in “Manage Admin Roles”), and have them invite all their contacts as well.
Next, you’re going to use your page to like other relevant pages
in your area. An easy way to start this process is by piggybacking off of the
higher-profile ones (think the best hotels and restaurants), and going through
their list of likes. Keep doing this until your “Home” feed is filled with
quality content from your area, and this is when you can start liking,
commenting, and sharing the best stuff out there.
You’re going to also want to allow your new fans to add content
to your page by themselves. This is done under the “Edit Page”à“Edit
Visibility” tabs. Click the list and select “Allow others to post on my Page
timeline.” Simple as that! Now, your fans will be contributing too, a double
bonus as it adds more content and encourages active engagement.
Additional Content & Tips on Posting
If you feel like this all is a lot to take in, calm down and
remember this is a marathon, not a sprint.
Make posting and engaging a daily,
fun routine (after all, that’s what it’s meant to be)! Instead of going onto
your personal page and posting more photos of your, undoubtedly, lovable and
adorable pet, do some “work” on your fan page.
We recommend only posting 1-3 times per day; however, if you
have some time, get in the groove, and want to post more than this---all you
have to do is schedule your post for a later date and time. This is beneficial
because it will stagger the content and make it appear as if you’re posting in
The best time to post may vary, but we feel the morning/lunch
break/evening periods are the best to aim for, as a high percentage of people
are known to browse when they wake up, are on break, or about to go to bed.
Every 20 posts or so, we like to link to a
well-written, lifestyle focused blog post we’ve written on our website (like
this one recapping the Top Chef Season 11 finale that was
filmed on Maui). You could even post your best, most attractive listings on occasion,
but probably not more than once or twice a month, and definitely after you’ve
stocked your page with other good-looking pictures.