Yes, many of us have attended seminars and had coaches that tell us to always ask for a referral when talking to past, current and future clients/customers.
As Realtors, we recognize the need to touch clients via phone, yet making daily calls often provides little immediate gratification. So, we find reason after reason not to make regular calling a bigger focus. But, many of us have also come to know that when we make those consistent calls, we create customer loyalty and a steady stream of business for years to come.
I have written posts in the past where I have indicated the need to make phone calls and get out business cards in the hands of the consumer. I cannot emphasize enough the power of the phone call when building a strong repeat clientele.
I have also gone against every real estate trainer by "Never asking for referrals". You might say "Are you crazy"? My response is that you will never hear a voice change any quicker than by calling someone and asking about their family, health, etc. and then ask them for a referral. I NEVER ASK FOR REFERRALS and yet my cup over floweth with referral business. Think about if a good friend called you and just touched your heart with his/her heartfelt concern for you and at the end of the conversation asked to borrow something or for some other favor. Any of us would have our spirits lifted with the concern of our friend only to be deflated when we discover our friend had a motive. Our clients are no different. They have feelings like anyone else and the same things that motivate or turn us off are the same things that motivate or turn off our clients.
Here are some steps to consider in creating your own calling systems:
1. When to call? Opinions differ on this one. Some say it is better to call early or late when there is a better chance of reaching people at home. Others tell you that any time is good as long as it fits your schedule. I prefer the mornings because I can use my afternoon to take care of business as the day develops. There is nothing people hate more than to be bothered at dinner time and time with the family.
2. Is it OK to leave a message? When starting out, it may be preferable to leave messages, as they offer the opportunity to practice scripts. However, it is better to speak with people directly so that you can foster the relationship, learn more about them and perhaps offer them some helpful information or service.
3. Who do I call? Start with past customers and your sphere of influence. Friends and family make great practice calls. Many Realtors will add FSBOs, Expireds and even orphan buyers but I have never done that. If you are having a bad day and simply cannot make calls, go to the mall and meet people or write some personalized cards, enclosing your business card and/or other added value. I have what I call my "Cheer Leaders" that are people that want to refer me business and always ask me for more business. I call these past clients on a very regular schedule and constantly send them packets of my business cards about every 6 months.
4. What do I talk about? For starters, use the F.O.R.D system (Family, Occupation, Recreation, Dreams). Offer tips on rates or refinancing. Talk about benefits you may be able to provide, such as a handyman or home cleaning service with which you have negotiated a favorable rate. I have handymen and other service people I have used for years and I refer these to clients on a regular basis. I have past clients that call me years after I have sold them their home to ask me for a name of a handyman. Become the expert people turn to and watch your business explode.
Building relationships is where it has always been and always will be.
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Posted By: George Tallabas - Boise Idaho Real Estate Agent - Associate Broker
with RE/MAX Advantage, Canyon Counties #1 Brokerage in sales and listings
specializing in Boise Idaho Real Estate and Southwest Idaho Real Estate.
George, a good reminder. I rarely call but do keep in touch with monthly newsletters, etc. It seems to work, but perhaps in this day and age, calling would be good. Thanks for reminding me..........;-)
George - your post is the nudge I may have been needing to get motivated to make those phone calls. I appreciate that!
During the spring, summer and fall I will often drive by one of my clients homes since most folks are outdoors. I stop and chat, compliment the landscaping/updates, etc. and make sure they have a few of my cards. That has always worked well for me - aside from the newsletters, emails and personal notes.
I call when I have a purpose. My clients call me the Encyclopedia of Salem as I make it a point to know many resources. If I find a new resource, I will call clients that it relates to and let them know. For example we just had a recent new kids play park open in town. I did an outside blog about it and emailed it to my clients with young children and called as well.
I don't call just for the sake of calling, but my clients have come to appreciate the genuine call. I also don't ask for referrals. They just happen.
Gary...Did you know that this is my weakness? I pick up the phone so readily to make a social call but work related, no.
I need to do better.
Thank you,
Kathleen
George
I agree with you the phone is important and I believe that if you concentrate on your client,friend or soi you won't have to ask for the referral. People know what you do for a living, you don't need to cram it down their throat all the time.
Be the source of information and they will remember you when the time comes.
George,
Calling is important,but it gets harder to to every day. I have found it very useful to spread the gratitude to my core clients, thank you calls and what is going on in your area-type calls.
WIsocnsin just raised its fine for a DNC violation for 100 to 1,000 dollars per incident.
I would always tell people to get their lists scrubbed first, if they are calling outside their current clients.
The reasons why you should call - you hit the nail on the head!
Steve
I agree that you do not have to specifically ask for a referral, just by keeping in touch and caring about what is going on in their lives goes a long way. When someone needs a Realtor the first person they will think of is the one who keep in contact!
Hi George..Good Common sense here, Too many times we try to hard to complicate our business, it is really always about building relationships...so calling folks just to say hi and ask how they are doing is powerful stuff. Be Genuine .....is the Key!
Cheers, have a great day!
Thanks for the inspiration George -
1st on my Monday to do list - 1 hour of calls to SOI and past clients!
I always use the ford system especially with people I don't know. Yes it's good to call your family and past clients they do bring good results however, I still feel it is important to ask for the business to people you don't know. It has never taken away my focus from phone calling and updating clients as you say. It's simply another open door for business to come your way.