Do you remember when to communicate with clients; you visited them or picked up the phone? Business was done in a much more personal way back then. Letters and notes were commonly hand written and if it was official we may have type written it. Back then clients were loyal and your friend.
One day a new invention changed the way we do business. The fax machine allowed us to communicate faster without leaving our office. The ability to send copies of documents streamlined the process and saved time. After the fax was around for awhile I would think to myself. How did I ever get along without it?
About the same time as getting my first fax machine the personal computer hit the scene. I was soon able to print out quotes and letters. I found the computer to be a wonderful addition to business. No more handwritten notes or cards. I could print out letters or price lists and fax them to a client. Wasn't technology so wonderful? How did we ever do business before computers?
I did notice that clients seemed to be less loyal and shopping around more than in the past. Customers are changing; what is wrong with people?
After a few more years the next big innovation came; the internet. At first it was a novelty. It became a place to sit and waste time in chat rooms and bulletin boards. Soon we got e-mail. How cool, we can do most of a transaction without leaving our desk. My clients can shop on the internet and e-mail me if they find a home they like. I did notice that more of the clients were slipping away. Hmmm... no loyalty, what is wrong with people?
Is this how you feel? Well let me suggest that the customers aren't changing, the way agents do business is. How much loyalty have you earned if you sit behind a computer screen and e-mail everything to your clients without any personal contact?
You need to earn clients loyalty. Let's start by picking up the phone a little more often. Hand writing notes and thank you cards. Hand delivering documents once in awhile. When you meet a client for the first time; think about ways to create personal follow-ups.
The next time you think to yourself: how we ever got along without the internet? The answer is quite well and in some ways much better.
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Randy L. Prothero, REALTOR®, ABR, AHWD, CRS, e-PRO, GRI, SFR
Century 21 Liberty Homes
Randy Prothero is well established as an expert in working with military / VA clients and first time home buyers. His home seller's (listing) campaign is one of the most aggressive marketing programs in the area.
Based out of Mililani, Hawaii. Randy services the island of Oahu (Honolulu County) Performs mediations and ombudsman services for the Board of Realtors. To improve overall professionalism in his area Randy also offers classes for real estate agents.
www.HawaiiRandy.com * Oahu (Honolulu County) Property Search * Hawaii Military Relocations
Jennifer - I am a technolgy junkie, but I recognize it can be an over utilized tool.
David - They also forget that if you take of the clients the money will come.
Nott - Great points!
You and I both are tech junkies...and that's okay. I just never fail to follow up with a phone call to make sure they received the email or fax....because something can always go wrong...I forget to attach something to an email, I put in the wrong email address, their email server is slow, I dial the wrong number for fax, or they don't have paper in their fax machine. So it's always advisable to follow up....not to mention the personal face to face contact and hearing the person's voice. I know I don't feel comfortable unless I meet the person.
Randy, this is why I still insist on meeting with all my borrowers to sign loan papers and collect documents, even though I have the option of doing that by mail, fax, or e-mail. I want to sit there and explain everything line by line and look into their face to see if they understand it. I love what Technology has done and how it has made our business easier, but something’s I feel need to continue to be done the old fashion way.
George - Meeting in person can not be replaced by technology.
Midori - They are great tools.
Randy
I have to agree with Sally. I of course use all the tech toys, but I like to follow up with a call and I like to send personal handwritten cards at the end of the transaction. I think the personal touch is always what will tie the client to you, not the impersonal email. :)