"Consult
The Coach" Archives
Stuart Kaufman, MS, MBA
“The Real Estate Coach”
May
2009 - Volume 9, Issue 3
Dear Coach:
I have not done a good job of staying connected to my past clients. Sure, I send mail but I haven’t spoken to most of my past clients in several years. I feel embarrassed to call them. On top of this, I really don’t know what to say, even if I did call them. What do you suggest?
Signed, Embarrassed to Call
Dear Embarrassed to Call:
This is a frequently asked question when I teach the “Get Your Sphere in Gear” program at my clock hour classes. I appreciate the feeling of embarrassment, and maybe even some guilt, that accompanies the thought of calling past clients we haven’t spoken to in several years.
Here are some suggestions:
Before calling someone you have not talked to in a while, refresh yourself with their situation (family members, type and location of house they purchased or sold, etc).
When you are ready to call, here is a way to start the conversation:
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“Hi Eleanor. This is John Doe. Am I calling at a good time? I was thinking about you the other day, and realized how long it has been since we last talked. So, I wanted to pick up the phone today and reconnect. How are you doing? How is your family? What is going on with the house I helped you purchase?" |
At the end of the call, you can let the person know that you would like to check in a few times a year to provide timely real estate information and to just stay connected. You also want to tell them that if they ever have any questions or concerns about their homes, or if they need a plumber, electrician, or other service provider, that you would be happy to help them.
Our fear, when we make these calls, is that our past clients are going to tell us that they sold their house (and bought another) last year using another agent. Or, that their house is currently on the market. We certainly can’t blame them for using another agent if we haven’t stayed personally in touch with them.
Here is the bottom line: If we don’t stay in touch with our past clients, someone else will. And staying in touch means staying PERSONALLY in touch.
A true story. One of my clients called a past client that he had not spoken to in many years. He wanted to get reconnected, so he asked about her family. In particular he asked how her husband was doing. She replied that he had died 2 years ago. She also informed him that she currently had her house on the market with another agent. My client felt embarrassed about being so out of the loop with his past client. He also learned an important lesson about consistently calling his past clients.
The best way to avoid this situation is to call or meet with your past clients every 3 months. While sending mail/e-mail is good, nothing trumps personally talking and connecting to people you have done business with. They know you, they like you, and they trust you.
So, what is your plan to talk to your past clients 4 times a year? If you don’t have a plan, you need to create and implement one. If you need help, get help. Don’t stay stuck.
About
the Author:
Stuart Kaufman, MS, MBA, is a Real
Estate Business Coach who has coached, trained, and
inspired over 1,500 Real Estate Professionals to take
their business to the next level. He is the head administrator
of the Puget Sound School of Real Estate in Seattle,
WA. For a complimentary copy of “Five
Essential Tips to Get More Referrals and Business
from Your Sphere”, go to www.GetYourSphereInGear.com.
©
Copyright 2008, Metamorphosis Coaching. All Rights
Reserved.
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