1. Understand your customer
Research – ask lots of questions – really understand their why, why are they moving, make sure your questions are engaging?
Contact – be clear about how they would like contacting, should it be email, text, phone call, social media.
Setting Expectations – advise them what the next steps are, remember everyone is different you cannot assume each customer will know the moving house process.
2. Make your service bespoke.
Speak to each customer as an individual.
Speak your customer’s language, if they respond better to lots of detail make sure you give it to them, if they like just the facts be concise when addressing them, this will build trust and rapport.
Make recommendations to them, be honest if you think a method just won’t work then tell them, they’ll appreciate the constructive feedback.
3. Wow them.
Be memorable, pick up the phone or drop them a personalised text or email after you have spoken with them just reconfirming your conversation, or letting them know you’re excited to be working with them.
Be passionate, don’t be average, remember they will be dealing with lots of other agents, they may not buy or let through you now but make sure they remember your passion when they’re ready to sell or let in the future.
Keep in touch, and not just about the run of the mill stuff. If they’re going on holiday to Mexico and you see an interesting article about their destination, send them a quick email with the link to the story, just picking up the phone and being interested in solving their housing problem will set you apart from most of the competition.
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