The hardest part about selling a home isn’t always attracting customers; it is keeping your homeowners happy beyond the sale. According to a study released by the U.S. Small Business Administration and the U.S. Chamber of Commerce, businesses lose their customers for these reasons:
– 68% leave because they are upset with the treatment they received
– 14% are dissatisfied with the product or service they purchased
– 9% begin doing business with the competition
While some customers may seem difficult to satisfy, with a well-developed communication plan there are steps you can take to initiate a high level of customer service and earn repeat business.
Be a clear winner among the competition.
- Initial Contact
- Your website. Your website and third party listing sites are valuable tools to help educate potential and current buyers. According to a survey commissioned by Prudential Fox & Roach, 42 percent of home buyers said they found the home they purchased online. Could someone easily find answers to questions they may have about your company and products offered? When an educated buyer contacts you, they are more likely closer to a purchase decision than those who haven’t had their questions answered
- Brag about your expertise. Leveraging your website, social media efforts (Facebook, Twitter or LinkedIn) and email marketing channels are great ways to reach potential buyers with content that can help to establish yourself as a subject matter expert. The right content can also act as a resource for their buying decision.
- Building your case. Leading with your services can hinder the ability to develop a working relationship with a buyer. Instead of telling them what you offer, ask what they’re looking for. Understand their needs first, then explain how your services help fill those needs.
- The Search
- Take the lead. Your buyer has agreed to work with you—but it’s not over yet. At this stage, it’s important that you take the lead in keeping your client in the loop. Utilize your available communication tools (email, in-person meetings, direct mail or phone) to keep your customer informed throughout the buying process. Your buyer will have more realistic expectations the more engaged and informed they are which could help solve any future disputes.
- Beyond the Closing
- Checking in. Contact with your buyer shouldn’t stop after the home closes. Take the initiative to check in with your buyer at least 30, 60 and 120 days after closing. You can better support any issues they may have as well as use the opportunity to ask for referrals.
Today’s buyer will remain in their home an average of 5-7 years. By providing an exceptional customer service experience from the initial contact, you will create buyers that will provide you with repeat business and referrals.