NO DRIP WAYS TO BOOST

YOUR POST-CLOSE REAL ESTATE FOLLOW UP

•  Understanding the value of your brand advocates"

•  Ways to turn past clients into brand advocates"

•  Getting creative with post-close follow-up "

•  Ideas for post-close client appreciation events"

•  Why they deserve a special spot in your CRM"

What’s on the agenda?

Let’s get started!

Only about 10% of all buyer and seller leads are generated online,

through portals. RealSatisfied survey results

 Those  portal  leads,  minus  the  first  3me  

homebuyers,  were  all,  at  some  point,  some  broker  or  agent’s  client.  A  client  that  got  away.    

1000  Wa@  Consul3ng

90% of all buyers and sellers never hear from their agent again!

NAR survey

It doesn’t take special technology or an automatic drip campaign – to turn and keep those relationships into a strong pipeline of

business. It takes organization.

Ask Yourself?

•  When  was  the  last  3me  you  

contacted  a  client  from  over  6  

months  ago?  

•  When  was  the  last  3me  you  

received  a  referral  that  led  to  

closed  business?  

•  Did  you  know  other  agents  can  

be  your  best  brand  advocates?  

•  Can  you  iden3fy  them  in  your  

CRM?  

Find your BRAND

ADVOCATES

WHAT AND WHY ARE BRAND ADOCATES IMPORTANT?

•  Each  brand  advocate  creates  on  average  3  new  clients  

•  Increased  brand  awareness    

•  Amplified  word  of  mouth  marketers  on  and  offline  that  FUEL  GROWTH  

•  More  reviews,  likes,  comments  and  engagement  on  social  media  

•  Create  life3me  value  and  customer  loyalty  

Brand advocates are walking billboards that

engage and build relationships with your future prospects, leads and customers. They

are the heart and soul of any marketing

strategy and form the basis for many

companies’ promotions and

advertising efforts.

Drip  campaigns,  newsle@ers,  postcards,  etc.  

SoU  touches,  delighVul  experiences,  notes,  brand  inclusion,  client  apprecia3on  events,  reciprocity  

FOCUS

on your

relationships

FIRST

WHAT MAKES A CUSTOMER FALL IN LOVE WITH YOUR BRAND? •  High quality service at every

touch point

•  High quality engagement – that

stands above others

•  They have had the highest level

of customer satisfaction and

have raised their hand to tell you

•  Authenticity that isn’t too salesy

“The  first  step  in  exceeding  your  customer’s  expecta3ons  is  to  know  those  expecta3ons.”  –  Roy  Hollister  Williams  

PUT MORE ENERGY

INTO GIVING THAN

GETTING

CREATE SIMPLE ACTS OF GIVING:

•  Talks to and about your ADVOCATES

•  Give them real benefits

•  Gives prospects a non-threatening way to get more information.. And

•  Gives them compelling reasons to call you to get it

SOCIAL [WORKS!]

Brand your client's experience

PAY IT FORWARD Ideas

ASK FOR WHAT THEY NEED

ASKING = CARING

GET FEEDBACK

•  Send a survey after close to find out details about their how they felt about their service

•  What were their pain points?

•  What did they LOVE?

•  Take action on their recommendations so they know they are heard

•  Measure and track areas of your business that need improvement or where you can increase what works

Focus on

Long Term

ENGAGEMENT

Soft –touch ways to give attention  

•  Handwri@en  notes  

•  Simple  online  giUs  

•  Engaging  on  social  –  liking,  tagging,  

re-­‐twee3ng  

•  Sharing  success  stories  

•  Including  them  in  your  marke3ng  (w/

permission)  and  most  important…    

•  LISTENING!!  .

Like This…

“  You  made  me  cry!  Got  to  the  office  this  morning  and  there  was  a  package  on  my  desk...had  no  idea  what  it  could  be,  I  haven't  ordered  anything...and  then  I  opened  it,  and  it  made  me  cry.  This  was  too  sweet.  What  a  

gesture...I've  wiped  the  tear  and  now  I'm  just  smiling.  I  will  light  one  of  these  up  

when  I  get  home.  Thank  you  Michelle...for  the  candles  

and  for  the  smile  I  can't  wipe  off  my  face!  “  

 

INNOVATE… Don’t Stagnate!

GIVE THEM

WHAT THEY

DIDN’T KNOW

THEY

WANTED

Brand advocates WANT TO SEND YOU REFERRALS Studies show that you have customers that want to send you referrals but just don’t know how. Give them the opportunity to do that on social media, through email, through your events. Make it creative, fun, and engaging!

Don’t Forget

Your Other

Brand Advocates

Who else can be part of your family of Brand Advocates?

•  Buyers of your past listings

•  Other Agents in your network

•  Local Businesses

•  Industry Influencers

To Follow Up! •  Go to Your database right now and identify your BEST past

clients

•  Add them to a special bucket in Contactually

•  Send them a survey to get feedback on your transaction and service (Send 3 surveys with RealSatisfied for free)

•  Do a service review of what is working and what is NOT

•  Create special communications with your brand advocates – emails should be more personal, schedule the sending of notes, appreciation events and special access to brand perks.

•  Pick five of your loyal customers that you think might have some customers interested in your services. Next time you have a scheduled call or quarterly business review with them, put it in your notes to ask for a referral.

Thank you!