3 Reasons Clients Don’t Come Back – and Ways to Keep Them
Past clients are simply one of the easiest and cheapest form of leads around, so it’s in your best interest to understand why they might not be coming back – and what you can do about it.
1. They forgot. Most people simply don’t think about their Realtor® until they have an immediate need.
Solution: Keep in touch with past clients regularly, through a variety of newsletters, personalized birthday, anniversary, appreciation or holiday cards from Send Consistent Cards, and by sending them market information or Just Listed postcards.
2. They weren’t happy with your service.
Solution: You may not be able to please all the people, all the time, but if you’re consistently hearing the same complaints (or your broker is), it may be time to rethink your sales approach. Think about role playing with your broker, attending sales training, working with a coach, or even targeting a different demographic.
3. They weren’t happy with the service provided by someone else in the transaction.
Solution: Unfortunately, people will generally lump everyone involved in the transaction together, so unhappiness with their title agent or mortgage broker could translate to unhappiness with you. Make sure to get feedback on your surveys for vendors you work with as well. If certain vendors consistently rate poorly, think hard about removing them from your “recommended list”.
Hopefully this list will get you thinking about ways to improve your number of repeat clients, as well as improving service to current clients. I’d love to hear ways you’ve increased your repeat clientele.
Technorati Tags: Rich Rogala, consistent clients, repeat customers, real estate marketing
December 1st, 2008 at 9:24 pm
#3 is a good observation. it emphasizes, also, the need for us to stay involved in the business process, even if we’re referring business elsewhere. this isn’t micro-managing, but managing of expectations and testing for value received. thanks for point it out.