I've been thinking about my business and trying to look at it from the customer's point of view and thinking about what I would want if I was the customer. I am taking buyers out on Monday to look at some very nice homes and I want their experience to be special. Actually, I want every buyer's experience that goes to look at property with me to be special. I'm creating a book for them with everything that I can think of about the area, the neighborhoods, the homes, etc. I have also created a "buyer's book" but I want to be the best that I can make it.
I'm also thinking about the actual time that we will be spending in the car. I usually have water on hand due to the Florida heat. I'm thinking about having an assortment of drinks and snacks on hand too. I want them to be relaxed and comfortable, I want them to feel special. I really think that it is the little things that matter. I am all about the experience...
What do you think?
Does anyone have any suggestions about how to make the experience better?
Debbie- Sounds like some good ideas. Buyers usually meet me at my office, and before we leave I review the properties we will see, give them a personalized folder containing copies of the listings, a local map, and if they are new to the area information regarding schools, areas of interest etc. They walk out the door with a small bottle of water, a pen and some post-its for note taking. If the showings take longer than two hours I stop for refreshments at the most scenic restaurant or cafe in the neighborhood they are interested in. It's a great time to review the day and rank the homes we have seen.
Here's what I do:
I'm looking forward to reading everyone else's suggestions too!
Have a great day!
Here's what I do:
I'm looking forward to reading everyone else's suggestions too!
Have a great day!
William - I agree, I want to establish a standard of service. Thank you for you time to comment.
Kevin - I like your idea about the Google Map... It is a great way to get the buyers involved. Thank you for taking the time to read my post.
Wayne - I like to give them an area tour too. It also sparks a lot of conversation. Thank you for taking the time to comment on my post.
Parking and watching with binoculars.
Debbie,
I always have drinks in the car when showing Clients around. I also have some candy or pretzels....takes the edge off. When I can I make sure I arrange the showings around a meal time to do a few before and a few after.
Hey, Debbie. What a great attitude you have. Some agents actually complain about doing the very things you want to do. Our MLS has teriffic mapping features, so I start with each targeted home pinpointed so the buyers can the relationship of each to the other as far as location. Then of course any other MLS info per property and additional info gained by talking with the County appraiser and/or flood maps, i.e., listing history...
I try to target each buyers special needs. By doing that for each buyer I remain in compliance as William reminded us.
This is assuming you already have preliminary information and facts, i.e., you know they are pre-authorized, they have a general idea about the costs of insurance and taxes.
I'm taking notes...hope you don't mind! =]
Debbie, this is really something to think about. I haven't had any buyers yet so I hadn't given it a lot of thought. My renter clients generally meet me at the property and always find a home on the first showing appointment. I don't think I've shown more than two homes to a renter before they say, "We'll take this one." I am sure it won't be that easy with buyers.
Your post did get me to thinking about a name for our future brokerage but when I googled "Red Carpet Realty" (or Real Estate) I found that it had been done to death. I guess we can always provide "Red Carpet Service." LOL!
JESSICA - I'm sure that you could write a book on your showing tips! Thank you for reading and commenting... Your participation means a lot to me.
Suzi - I'm adding the map with all the homes pinpointed on it for them. We too have that feature in the MLS and I have not provided that before. Thank you for your expert advice.
Toni - In the era of "limited service" I think that people really appreciate being taken care of. I've really become aware of what type of service I receive and when people go above and beyond to make sure that I'm taken care of... service makes a difference.
Debbie,
You're going to think I'm crazy, but, believe it or not... I Usually always let the buyers drive!!!! That way, I can service their needs better by answering their questions...how many sq ft did that last home have? did it have gas? What's the next one like, etc. I tell them, that my phone will still be ringing, from other agents following up on my appts calls, and last minute instructions, etc, and some of my buyers get nervous when I'm multi tasking ... driving, on the phone, and making sure I am able to look at the directions, answer their quesitons, etc. When you think about EVERYTHING we do, when wer'e out showing homes, it IS alot safer to have them drive. PLUS< they will get to know the area better, and not waste MY Gas!!
It WORKS!!
Oh, and another thing! IF you want to impress them....
I make my OWN 2 inch labels for the water bottles. Just peel the other wraps off and tape the one you make with your name on it, to go all hte way around the bottle. On mine, I put " Jeannette Kohlhaas- "A Straight Shot to a Successful Closing" (904-735-8666).
I keep them at open houses too, it sure impresses people. and SOOO Simple!
Jeannette- I've only had one buyer that wanted to drive. That is actually a great idea and I think that I will offer that to customers using your suggestions about the multi-tasking (people get nervous when I email on my Blackberry while driving - just kidding) I love the water bottle idea too. Thank you so much for sharing. I'm so grateful for the AR members who are so generous with their ideas.
Debbie:
I have been in the Real Estate business for 31 years and the beauty of the business is that you never stop learning. After reading your posts and the responses I feel that a lot of you guys are real professionals. I am taking many notes. Of course, I draw the line at a point. I will never let a Buyer drive my car.
Isaac Bensussen-www.besthomesinlajolla.com
Some great ideas, Each home that we will look at I have a feature sheet with the map on it, a list of questions that will help the buyers to evaluate each home. That way whether we stop for coffee or lunch or they are just taking them home that list can be reviewed most of the time it jogs peoples memories about the features of each home.
Great topic Debbie,
I usually give them a Buyers tool kit which is full of information, including copies of the purchase contract we use. I always make sure it is reduced and marked "Copy" ...in my Buyer Counseling session I go through everything in the Tool kit, so they know what it all is and what to expect from me. I map out the route we're taking for them but I have a GPS that I use.
I bring bottled water but that is about it. Sometimes they follow me but if they feel comfortable I'll put them in my car.
Some good ideas here, I think Diane's idea to give a compass is a great one, thanks for sharing. I get asked if I have one all the time. For safety sake, I defiantly would never let a buyer drive my car, I think that would freak out my insurance agent.
Hi,
If our appointment is long and centers around lunchtime. I stop at nice restaurant. Buyers need to concentrate, I can't on a totally empty stomach, so they can't if they are hungry. Maybe a disposable camera would be a welcome touch.
Bob & Carolin - I agree that I want the experience to be a good one. Happy Holidays.
Clark - I think that stopping for coffee/a meal is a great way to recap the properties and to really listen to what your customers are saying about the homes. Thank you for taking the time to comment.
Rob - It takes a lot more time to develop prospects into buyers, I've been working diligently to get to this point. I appreciate the fact that everyone has been so encouraging... and yes, I want to have an easily duplicated system for buyer showings that will deliver a consistent standard of service.
Joey - I agree that the comments have been outstanding. Thank you for taking the time to read the post and comments.
Doreen - I'm happy that you are hear. Check out my post on the Cool Buyer Tool too! I love these little books and they are less than $4 a piece.
Renne S. - I'm starting to think that they way to a sale and purchase contract is through a buyer's stomach... :)
Renee P. - I've also had buyer's who want to drive themselves... I'm ok with that, it gives them time to talk privately about the previous property and gives me a minute to myself.
Hi Debbie, great post.
I am friends with a restaurant owner -- and he gives me a good deal for "clients" I send his way. After the showing, if they don't write up a deal, I give them my business card with the restaurant name on it -- they get 2 free drinks and an appetizer -- and get to enjoy one of the area's best ocean view restaurants. The clients really appreciate it -- and I almost always hear back from them with a thank you and a commitment to do business with them.
Happy Sailing ... _/) Paul -- http://www.enewslettersolutions.com/
Kelly- I agree that the level of service has to be the same for all price ranges. I appreciate you taking the time to make a comment.
Karl - Thanks for the comment, I'm adding a buyer preference list to my pre-meeting email Thank you for the comment.
Marlene - Thanks for the comment, I agree that you shouldn't show to many in a row. I try not to go to more than 7... Hey, that's a topic for a post. Thanks again.
I think your ideas are great and in fact, sound very much like mine did when I first started out in the real estate business. After 15 years I now look back on just how enthused I was in the beginning; then I compare it to how I am now with my customers....the funny thing is, I now have more loyal clients and customers than I ever had when I was so careful to give my customers the best that I could give.
In an attempt to NOT sound cynical, I can offer you this: Always ask if they are working with other brokers before you go "all out". Some of my most disappointing experiences in this business came after I had done everything in my power to show everything to my customers and to buy lunch and dinner even.
I can always remember the phone call to check in or to follow up on another showing experience. This would be the phone call that let me know that they had found another house through another broker and would not need my help any longer. Or the call from a client to me telling me that they chose another broker to list their home. This, after my hours and hours of doing comps and creating a tax map with everything on it and writing a marketing plan that gave them every breath that I would be taking and every penny I would spend out of my own pocket on their behalf.
So, my personal advise is: Be as thorough as you can be in your searches for your customer; show them everything and then some; be available when they need you; give them comps to support prices on interesting properties; always make sure YOU drive--you then have the position of power; be friendly and nice and knowledgeable and all the other fluff can fall by the wayside. This and only this is what a customer expects and respects..everything else is just what it sounds like: FLUFF.
Good luck with your work and if it works out for you and you make money and get referrals--congratulations!!!
Debbie, I try as often as possible to meet at the office for several reasons
- Review the listings to give them an opportunity to select or reject
- Get to know a little more about them
Paula - First, thank you for taking the time and sharing your advice and wisdom with me. I've been licensed for 4 years and know that I will always have something to learn and I appreciate your candid comments.
One of the first questions I ask potential propsects if "Are you working with a REALTOR?" I learned quickly that this is an important step. I also work to get a commitment from a buyer that they will only work with me and I give them a commitment in return regarding the level of service they will receive from me and what they can expect from me. It has worked very well, but there have been times that buyers have "jumped ship" with no explanation. I've also had customers who are loyal to a fault and provide referrals who wouldn't think of talking to another agent.
Thank you again for your contribution... Happy Holidays and a successful New Year.
Karen- I think that you are right... You know what they say "Out of Sight, Out of Mind". I try to stay in-front of my buyers as much as possible with emails, updates etc.
Thank you for your comments, I appreciate them.