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[12/14/2009]
Golden Rule for Cultivating Referrals - Be Referable
By: Real Estate Champions
One of the best ways to start generating referrals is to construct a referral database comprised of all the people likely to help you and their friends by referring your services.
If you're like most Agents, your first list of business and social contacts will look embarrassingly short. That's because few people dig deep enough to think of all the people with whom they have business and social ties.
To win referrals, you have to follow some important rules. Here is one of three:
Be Referable
It is impossible to generate large numbers of quality referrals unless you are referable. Being a pleasant person isn't enough. To attract referrals, follow these tips:
- Do what you say you'll do and do it with excellence. People known for mediocre results never win the kind of accolades that lead to recommendations.
- Know your client's expectations. The only way you can know what your clients expect from you is to ask. The typical Agent thinks a client simply wants to get a home sold or find a home to buy, when in fact that end result tells you nothing about the client's service expectations. Ask your clients these questions:
- What do you expect from the Agent you choose to work with?
- What are the top three services I could provide that would add value when working with you?
- If you've worked with other Agents in the past, what did you like best and least about the experience?
- Deliver exemplary service that exceeds expectations. Meet and exceed the service expectations of your clients, and they'll become ATM machines for referrals. Follow these steps:
- Survey your clients on a regular basis to learn whether their needs are being met and how you can serve them better.
- Become a recognized Real Estate Expert and share your expertise by calling clients regularly with reports on market trends, equity growth, and investment opportunities.
- Continue to serve your clients after the sale closes.
- Get to know your clients beyond their real estate needs.
- Say thank you. This step is so simple, yet in our "what's-in-it-for-me" world, most service providers overlook the power it possesses. When was the last time you were thanked by your Attorney, Accountant, or Banker for your business? When was the last time the person who pumps your gas, or handles your dry cleaning, or bags your groceries thanked you for continuously directing your service dollars into their paychecks.
Extend your thanks verbally. Put your thanks into hand-written notes. Find simple and creative ways to express your appreciation to the people who put food on your table, gas in your car, dollars in your retirement account, and tuition dollars into the college education accounts for your children. Your thanks will be rewarded with referrals.
Admit and correct mistakes. Should your service fall short admit it, apologize, and make amends... fast!
Sometimes, the most loyal past clients – and the strongest referral alliances – result from perfectly corrected mistakes. When things go awry too many people put more effort into covering their tracks than righting the wrong and helping the client. Follow these steps instead:
- Find out what the problem is and solve it quickly.
- Once the problem has been identified, admit it was your fault. Diffuse frustration or anger by saying, "You're right; I blew it, and I'm sorry."
- Tell them how you will make amends. Once they know that you're committed to their satisfaction, the healing of the relationship can begin.
- Follow up to see if the problem was resolved to the client's satisfaction and to learn if there is anything else you can do.
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Real Estate Champions: For more information like this please visit Real
Estate Champions at http://www.realestatechampions.com
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