Creating Client Satisfaction
Wednesday, November 01, 2017
Written By: Suzanne Gantner

“Great Job.” “Thanks for all your help.” “You did a fabulous job!” “You got us a fantastic deal.” “Your time is truly appreciated.”

Isn't it nice to hear those words?  It feels good, doesn't it? I know it isn't something everyone hears all the time, but it sure feels good when someone acknowledges you for your hard work.

I hope that we all strive for great customer/client satisfaction; it is something we can do that doesn't cost a lot of money, and doesn't really take up much time. I have been contemplating new and more innovative ways to give the best client experience.

Are your clients happy when you first contact them?  What do you do to make yourself appear more trustworthy?  I think the first thing we do is to share with them your experience and your knowledge. Knowledge is power, and by proving your knowledge, we gain credibility. I like to provide them info and stats about the area and the homes that they are interested in.  Be their tour guide, be their go-to person, it speaks volumes. I have even made appointments with schools for them.

Ok, so now you have them under contract, by keeping constant communication, you will ensure that they remain informed and kept up to date about the progress of their home and the closing on it. The title company and the lender can also be your rock stars to keep your clients in the loop.  It helps if you have a village or a team, it helps you remain the professional that you are.  

Sometimes an email or text is all they need, I like to suggest restaurants, shopping, fun things to do nearby their new residence. REALTORS® Property Resource (RPR) is a useful source to send them info about the neighborhood and things around where they are going to be.  It gives the client peace of mind and helps them get to know the area beforehand.  I think providing valuable info makes a lot of sense to your client and ultimately gives them satisfaction. The best thing about RPR is that it is a free benefit with your NAR membership. Check it out at www.narrpr.com

Now you’re headed to closing, don’t forget to bring flowers or a bottle of champagne; help your clients celebrate once they get the keys to their new place. That evening, or even the day of move in, I show up with one of two things. Depending on the people, I either take the basket full of cleaning supplies, paper towels, toilet paper, Windex, Ajax, etc. or a basket with lasagna, a green salad, garlic bread and brownies.  Don't forget to throw in some paper plates, plastic silver wear and napkins.  You will be a hero either way and don't you think your client satisfaction rating just went up?  Yes, I know so.

Bottom line, your clients want to see you, hear from you, be with you and rely on you to help them make one of the hardest decisions in their life.... It's so worth it in the end. Oh and don't forget pop-bys and little presents after they have settled in their new home, or holidays or special events, or because you can... remember it is all about them.



About the Author:
Suzanne is a graduate of Southwest Texas State University (now known as Texas State University – San Marcos). While at SWTSU Suzanne floated the River regularly, attended Wurstfest, joined the Gamma Phi Beta sorority, was an OBI for the Theta Xi's and graduated with an Art Degree. Shortly after, Suzanne was asked to open up the Central Texas Market for the Greensheet paper. In her career, she has worked in many marketing positions in the home building industry, which led her down the path she has come to love. The housing industry was Suzanne’s direction to greatness. She worked my way up in several Fortune 500 Home Builders to the level of VP of Marketing. Those were great jobs and great days. When 9/11 happened, the nation panicked and many jobs were lost due to uncertainty in the market place, including hers. At that time she created her own ad agency - Creative Minds where her clients where the home builders who had let their marketing staff go. Suzanne got her real estate license and started selling and listing in 2003 and never looked back. She loves where she is and what she does. Suzanne serves as the 2017 President of the Williamson Count Association of REALTORS®.

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