Are you in touch with your clients? I submit that there is no such thing as being “too touchy” when it comes to client follow-up, retention and/or prospecting. National sales studies vary on the number of touches to capture or keep a client, but the consensus is around 7 to 8. Here are 7 ways to get the ball rolling or to keep you in top of mind of your client:
- Email/Text – technology is great if you use it right. When emailing or texting a client make sure your content is: a) relevant, b) sent in a timely manner, c) sent to a segmented audience, and d) has a clear call to action and/or future conversation goal. Spam is no way to build a relationship.
- Phone calls – email are a good start but phone calls are a better way to build or keep a relationship. Personal contact – if only by voice – allows you to gain insight to your client’s frame of mind by hearing voice inflection and spontaneous responses to your inquiries. Make sure you ask a lot of open ended questions and have a plan in mind to a next step to future the relationship.
- Surveys – Asking for feedback is not only crucial in evaluating and improving your own performance but also shows the client you care about them and what they think. It involves them in your business and makes them feel important and valuable (which they are to your success). The surveys can be simple, easy and rather short – just asking a few crucial questions that will help you to improve your service. There are companies that can assist you or even do them for you. Survey also allow you a reason to follow up with a call, email or text.
- Social Media – Social media opens up a two-way communication channel and offers you a broad based and inexpensive way to reach mass markets. It also allows you to reach the “millennial.” Surveys suggest that 78% of recent real estate purchases used the internet to do research before they ever contacted a real estate professional. By using social media correctly, you can be the real estate professional they contact first or be the “viral” professional seen by a large number of potential clients.
- Gifts – Everyone loves gifts. Expressing your appreciation and gratitude is not only a great way to stay in touch but shows your clients that you value them. Even though sending gift baskets of food or flowers are nice, they may not achieve the long term result that is best for your business. The best use of a gift is one that keep you “top of mind” that they see or use every day.
- Face to Face – make a face to face appointment with a client for lunch or coffee. Nothing beats getting in front of client or prospective customer where you can gain keen insight on them as well as express your value proposition. Don’t be afraid to ask for their help in growing your business.
7. Handwritten Thank You Cards – Have an attitude of gratitude and do it in writing. Thank you cards are an appreciated and non- threatening way to connect with your clients. Once again, they show you care by taking the time and effort to show your appreciation.
As in all aspects of your business and marketing – be purposeful with these ideas and do them on a systematic basis to maximize their effective. If you touch enough people, your business should see the results. Wishing you all the very best and much continued success in growing your businesses.