3 reasons clients hit the road & how to prevent it

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Only 12% of consumers used the same agent.

Source: NAR 2013 Survey of Buyers and Sellers

Not to lead with a downer, but we felt it was our duty to explore why this percentage is so brutally low. Here are the top 3 reasons clients leave and how you can prevent it.

Reason #1—they feel neglected (aww).

This isn’t a huge shocker… Like any relationship, if one feels the other doesn’t care, eventually they’ll get to steppin’. (68% of clients leave for this reason according to a Rockefeller Corporation study.)

The good news is if you stay in touch, they’ll feel loved, cared for, and guess who they’ll think of when it’s time to buy/sell—fabulous you.

Reason #2—they weren’t 100% satisfied and you didn’t hear a peep about it

Whether a mistake was made on your part (you are human after all) or they were just plain crazy and didn’t have realistic expectations, you want to know when your clients are ticked off.

Angry clients may skulk away silently in the night, but you can bet your bottom dollar they’ll tell ALL their friends about it, and with social media allowing them to reach large audiences in one fell swoop, they’ll diss you there too.

Using your spidey senses to detect when your clients aren’t happy will help though. If you address it immediately, you’ll build trust and respect (and avoid the social media wrath).

Reason #3—they don’t need your services anymore

You worked hard to build the relationship, so don’t let it go just because you know they won’t need you for a while. You may have found them the home of their dreams and know they’ll live there for years to come, but staying in touch will lead to referrals. Trust me.

 

So how do you stay in touch and still help your current clients?

Here are a few ways to effortlessly stay in touch using our products. Whether you use them or not, just make sure you stay in touch. Seriously. Over 80% of your business can come from your database if you do.

Reach out to 5 clients a day (or 2 or 3… heck even 1 will make a difference)

The Follow-up Coach in Top Producer CRM will hand pick 5 clients a day you should reach out to. With the super quick follow-up options—including our quick email templates—you can bomb out a couple at a slow open house or while standing in line for coffee.

And if you find that the coach isn’t knocking it out of the park when it comes to suggesting who to reach out to, I’ve laid out tips for you in this post. (Just skip to the “Let us explain part”.)

Follow-up Coach

 

 Show ’em some love and call them a few times a year

Whether you remember their special days, take them out to lunch, or just call to see how they’re doing, reaching out a few times a year will pay off. And with our automatic Wrap up feature in Top Producer CRM, you won’t have to think about anything (except where to go for lunch). Immediately after you reach out, we’ll prompt you to schedule the next follow-up and record a note or two.

Wrap up

Send them relevant info and position yourself as the neighborhood expert

And if you use Market Snapshot, you’re off to the races. Snapshots once or twice a year and sold listing alerts work great for staying in touch with past clients, while snapshots every 2-4 weeks and new listing & price change alerts will wow your leads.

Sold alert

 

In the end it all comes down to communication, and with a little help from your CRM, you’ll be the master in no time.

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  • Martin

    This is an excellent discussion. I did not realize the low percentage of returning clients, but the reason is clear.

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