How to WOW your Clients

Buyer Side

First Personal Meeting

• Be Present!  Do Not be doing anything else but focusing on this personal meeting.  Think first date!

• Come with energy and mirror their state as much as possible. Although this is just another showing for you, for them it's the start of the process of finding their dream home

• Come Prepared with market data (pull from MLS)

• Explain our Buyer VIP program

  • Make sure to explain our Priority access program which is part of our Buyer VIP

• Have an About Me brochure that you could hand them.  Remember these people have never met you and they don't know anything about you)

• Offer a Virtual showing if they are unable to attend in person.

• Have other properties ready to show as backup because they probably won't like the initial one you are showing them

• Have an about the town flyer/packet with restaurants etc

• Educate them about the home/parts of the home as you are showing it

• Bring a Plot Plan - You can find this on the towns GIS map (ie google “Agawam GIS” to find their site)

• Have water and snacks for kids

• Hand them an Ipad vs paper with info on the house

• Suggest buyer consult

• Understand what personality your are dealing with and adjust how you communicate with them.  Here is a DISC Personality Cheat Sheet

• When speaking to children - Get down to their level.. This will show your client you respect their child

During the Transaction

• Set the expectation that they won't hear from you as much now that you have an accepted offer.  They will now be dealing more with the lender and your transaction coordinator but they should obviously still feel comfortable calling you for anything they need. 

• Gift Card when you get mortgage commitment

• Making sure you are touching base about the little things that we as agents take for granted but are big deals to them (ie I know you might be stressing about packing or I know this is all happening so quickly but I got this!)

Post Closing

• We obviously do our charity donation on every closing

• We also have our standard closings gifts that our TCS send out

• Ideally you personalize something for them and get them something that you know they like based on information you gathered from working with them. 

• Have a system in place to consistently stay in touch

Listing Side

Prior to Listing Appointment

• Mail or Email a Listing Packet with Marketing Materials 

• Zoom Call to get to know each other

• Box of sweets delivered/dropped off to their house

At Listing Appointment

• Bring the barrels/newspaper in

• Take off your shoes when you enter (or at least ask if they would like you to)

• Compliment them/their house

• When speaking to children get down to their level - this will show the client you respect their child

Post Listing Appointment

• Video text after leaving expressing gratitude for the opportunity and that you can't wait to get started marketing their home

• Drop off something that you noticed about them while in their house (ie if they like a certain beer/wine you could bring them a bottle)

Post Listing Going Live

• Keep them updated on the results of your marketing

During Transaction

• Set the expectation that they won't hear from you as much now that you have an accepted offer.  They will now be dealing more your transaction coordinator, but they should obviously still feel comfortable calling you for anything they need

• Making sure you are touching base about the little things that we as agents take for granted, but are big deals to them (ie I know you might be stressing about packing or I know this is all happening so quickly, but I got this!)

Post Closing

• We obviously do our charity donation on every closing

• Ideally you personalize something for them and get them something that you know they like based on information you gathered from working with them. If they are staying in the area this is even more important.