Implement this Realtor customer service program that top producing real estate agents use to increase client referrals.
If you’re looking to increase client referrals, this Realtor customer service program is a game changer. All of the top real estate agents and high-performing teams that I coach have a program similar to the one I’m going to talk about today. By establishing a “wow factor,” you can serve your current clients while generating a huge opportunity for referrals at the same time.
VIDEO: Realtor Customer Service Program to Increase Client Referrals
The “wow factor”
The goal of this Realtor customer service program is to make your client say, “Wow, I’ve never had customer service like that.” Whether you are a solo agent, team member or leader, or broker owner, it’s true. Everyone wants to generate the response of, “Wow!” If you can get your client to say how impressed they are, you know they will tell their friends. You are essentially creating an advocate on your behalf marketing you to the people they know.
Think about the last time you received really good customer service. You probably wanted to tell your friends and family — for a few reasons. One, you were genuinely impressed and had a positive experience. Like most people, you like to talk about positive moments in your daily life. And two, you probably like to recommend things to your friends and family. You love being considered an “expert.” You want to be known as someone who referred a positive experience to the people you love. It’s a reputation booster.
Realtor customer service as a system
I am a systems guy. As a result, I love creating and implementing systems as a part of my day-to-day tasks. I don’t like to leave anything up to my memory or spontaneity. Busy and successful people have a very hard time being spontaneous. This is why we must systematize this program. It is designed to generate the “wow factor” step by step. A system will ensure that you perform these “wow factor” items consistently and effectively.
The Defining Moments customer service plan for Realtors
Throughout the years, this plan has worked for many real estate agents and teams. This program picks the “defining moments” throughout a transaction where you can make a “wow factor” impact on your clients. Include each of these items in your Listing and Closing Checklist as mandatory to accomplish during every transaction. In this particular plan, we have nine moments, but in my opinion, the more the merrier. You can certainly add more opportunities for delivering the “wow factor.” Get creative here! There is a lot of room to make this plan your own and customize it to reflect your “brand” as a Realtor.
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Reasons to ask for 5-star reviews
Another big advantage to providing all of these “wow factor” moments to your client is that it makes it really easy for you to ask them for a 5-star review on Zillow. As a Realtor, you’ve worked hard throughout the transaction to provide them with the utmost in customer service. This makes it pretty easy to ask them for something small in return. Especially when they are so happy with what you’ve done for them!