"To earn referrals, you must exceed expectations through a seamless client journey that creates memorable touchpoints from first contact to post-closing. Most agents focus on transactional milestones: contract, inspection, closing. But clients remember how you made them feel during one of life's most significant purchases. Your competition isn't just other agents, it's every premium service experience clients have had, from luxury hotels to high-end restaurants."
"The seven critical phases; discovery, first impressions, active search/listing, under contract, pre-closing, closing day and post-closing, each contain touch points where you either build loyalty or create friction. The little things we may not think twice about, like responding promptly or celebrating small wins, create lasting memories that turn clients into lifelong advocates. Set the tone before the first meeting by establishing your communication standard."
Good service is table stakes in competitive markets; referrals require exceeding expectations through a seamless, emotionally engaging client journey. Create memorable touchpoints across seven phases: discovery, first impressions, active search/listing, under contract, pre-closing, closing day, and post-closing. Anticipate needs, respond promptly, and celebrate small wins to build lasting loyalty. Set the tone before the first meeting by establishing communication standards, sending personalized market reports, a clear agenda, and a comprehensive packet. Follow up within four hours with next steps. For buyers, provide weekly check-ins, property previews, debriefs and market updates. For sellers, offer staging consultations, photography timelines, marketing plans, and weekly qualitative showing feedback.
Read at www.housingwire.com
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