While good, old-fashioned customer service certainly goes a long way in impressing your North Carolina real estate clients, the best brokers in the business use several strategies to “wow” their clients. Once you get your relationship with clients off to a good start by communicating effectively and building trust and confidence, you can take it to the next level with these simple actions.
1. Connect them to businesses you trust
“I’ve come to believe that connecting is one of the most important business—and life—skill sets you’ll ever learn,” says author and master networker Keith Ferrazi in his bestselling book Never Eat Alone.
You know the community and the people in it, and you have likely built a database of local service providers, handymen, contractors, and more. Connect your North Carolina real estate clients with the best professional contacts you have.
2. Give them your business
Don’t feel obligated, but if your customers have a service you can use, why not use it? It’s a great way to deepen the relationship. This is another Ferazzi concept called “pinging.” Simply put, stay in touch. You don’t have to send out a birthday card each year, but if you need new tires and remember one of your clients sells tires, use the opportunity to connect with them.
3. Help them network
Particularly for people who are new to the area, you can be a lifeline and help them get established in the community.
“In the real estate business you learn more about community issues, you learn more about life, you learn more about the impact of government, probably than any other profession that I know of,” said Johnny Isakson, a senator from Georgia with a 40-year career in real estate.
Use your knowledge to make yourself the go-to expert. Tell your real estate clients about social groups, gyms, country clubs, Facebook groups they should be a part of, and more. Even better: Introduce them to people you know in the community.
4. Send over dinner on moving day
The last thing people want to think about is dinner when they are trying to make their new home livable. Have a pizza, Chinese food, or some other meal delivered. To ensure you send them something they’ll enjoy, casually ask them what their favorite food is, without giving away your plans. This kind of service is what leads to more real estate referrals.
5. Welcome them home
Leave a welcome basket with a bottle of champagne and a gift card to a local restaurant. Include a note with the message, “When you’ve finished all the unpacking, it’s time to celebrate!”
6. Offer them a tour of the community
If they are new to the area, spend an afternoon chauffeuring them around, making sure to show them all the hot spots and attractions.
7. Provide them with a “best of …” bag
Include gift cards, pamphlets, and coupons for the best restaurants, salons, attractions, and so on in the community.
8. Remember significant events
Send a birthday or anniversary card, a gift for a new baby, or school supplies for children starting a new school, or find some other way to recognize a big day in your North Carolina real estate clients’ lives.
9. Hire a cleaning or moving crew
Talk about taking a load off clients’ shoulders. Send somebody over to clean their home from top to bottom or offer them some extra hands to move in all their belongings.
10. Bring in a professional organizer
In a house full of boxes, an organizer can help unpack everything strategically, so that the house is as tidy as possible when clients first move in.
11. Offer them a basket of essentials
Load up a laundry basket with toilet paper, paper towels, cleaning supplies, sponges, hand soap, toiletries, paper plates, plastic cups and other items that clients will need in those early days of moving in.
12. Send them to local attractions
Buy tickets to a local North Carolina zoo, museum, comedy club, or other activity, or give them passes to a golf course, spa, pool or gym. Not only is this a good way to say thank you, but it also prompts them to go out and enjoy the community.
What’s the key to picking the perfect option? Get to know your North Carolina real estate clients. Ask questions and listen to what they have to say. A thoughtful, personal gift can be the perfect way to forge a long-lasting relationship—and that can lead to business both now and well into the future.