Coaching – The Last Thing Your Client Remembers…
Your clients’ impression of your abilities as a REALTOR …Is directly related to the last thing they remember about you!
As it always is and will be ...
a hundred "at-a-boys" can be nullified by just a single "oh-crap"!
What your clients will remember about you most ...is the last thing (positive or negative) you did. No matter how diligent you were in the process or how hard you worked for them throughout the transaction, if the last memory is a negative one, the relationship will sour.
This is why I stress with my associates and coaching students to always be "on" when you are with your clients. Never let up or relax around them ...one moment of indiscretion could ruin a hard earned relationship forever.
Let's start with the settlement ... the days leading up to the closing are the most stressful for sellers and buyers alike. A call five days out ...three days out ...and the day before the closing to calm fears and to answer questions will go a long way with any client. The five minutes you take to chat with them may be the best time spent during the relationship... and let’s not forget the clients reticular activator is still active during this time period ...remind them how you do business by referral ... ask the question ..."who do you know who may be thinking of buying or selling"
At the closing ...the biggest coaching tip I can offer is ...BE THERE!!!! Get to the closing at least 10 minutes early and talk with your clients answering questions or calming fears. Unfortunately, over the past few years, I've seen a growing trend where some agents are not attending their closings
REALLY!!? ...Guys, think about it …this is our PAY-DAY …and you don’t show-up …what kind of signal does that send?...don't be fooled, the client is privy to how much the Brokers are getting paid from the HUD1 settlement statement...and I have overheard rumblings at dinner parties how the individual couldn't believe their agent didn't have the courtesy to show up at the closing after they had paid them over $10,000 ...(What a horrible last impression!) ...
Also be aware the clients reticular activator completely shuts down the minute the client starts to unpack their first moving box, so immediately after the closing is a great opportunity to get a referral.
The next step is where 80% of agents fail ...Post Closing Follow-Up ...My personal M.O. was to learn the clients’ favorite food and beverage and bring it over to them the afternoon of the move in. I would stay and offer about an hour or so of my time ...(I became very proficient at putting together beds and hanging draperies)!
Another good tip is while you are there lending a hand ...find out an interest or a need they have for their new home, and take the idea forward to find the perfect "personalized" closing gift for them ....but not so fast...wait 30-45 days and do a pop-by with the gift...by then they will be mostly settled and will want to show off their newly decorated home... it won't be as hectic as closing day and the gift will actually have more meaning because you actually put some thought behind it ... (instead of those "cute" birdhouses you have given your last 25 closings).
That “Caring” stuff is a funny thing! IT WORKS! Novel Idea Huh?
What is the last thing your clients remember about you from your last transaction?
Was it "memorable"? Or was it something they will probably never forget ...but you are praying they will?
Eddie Brown ©2011
No comments:
Post a Comment