CEO and founder of Robertson coaching international

where we help real estate professionals like you create businesses that support

your life

not businesses that run your life. Now today what I wanna talk with you about is

phase

4 in our five-part series on the five different phases that

all of your leads are going to be through from the time they become a lead to the

time they become a past client.

So what we're going to be talking about today is client

servicing and remember every single one of these phases

has a question that you're going to have to answer for your business model

and for your marketing model. So the question you're gonna be answering

in Phase four is how can I improve my service

and communication with my clients? This is where repeat and referral business

starts. See everybody talks about repeat-referral business,

everybody wants repeat- referral business but this is where it begins.

Unfortunately for most agents when they sign a new client, what happens to the

marketing?

It stops. Nothing happens. Instead what I want you to think of is that

this is a time to start cranking up your marketing, providing

more value, more service, more communication.

Why is this so important? See what is it every client

biggest fear, worst fear when working with a real estate agent?

When we survey them, number one is always this: I'm gonna have to chase down or hunt

down

my realtor; they're never gonna give me a call. So what a great opportunity for you

to go above and beyond,

improve that service, deliver beyond their expectations

and get the start of that repeat-referral business.

So what does this look like? You know what? Let me ask you a question. Do you tell

people about services or experiences that meet your expectation?

Of course not. What are the things that you tell people about? When the

expectations haven't been met or when you're expectations were exceeded.

See people talk about, they don't get excited about just those things that

meet

their expectations. Great example of this: I stay in a lot of hotels.

Now if I were to go to a hotel, what do i expect? I expect the rooms to be

clean and I expect the staff to be friendly.

Now let's say I go to a hotel and rooms are clean and the staff is friendly.

Do I then all the sudden call all my friends, all my family and say "hey guess what?

Good news!

I'm staying in a hotel where the staff is friendly and the rooms are clean!"

You know they're gonna be thinking? What budget motel have you been staying at

with this

fifty-cent vibrating bed that you're excited

about clean room and a friendly staff? Instead

I want to tell you about an experience I had at the Sofitel Hotel.

A French owned hotel chain that we had just stayed in for the first time

a couple years ago and the experience was this: I went into with the same

basic expectations, friendly staff, clean rooms.

and when we got there the staff started speaking French to us

started addressing us as bonjour missioure, bon soir Mademoiselle.

it was just a fun little clever thing. Nothing that made you want to just run

out tell everybody about it

but as a nice little change of pace but what really did it is this:

I have to wake up every morning a lot of times when I'm on the road at

4- 4:30 in the morning and I can sleep through an iPhone alarm so what I do is I

call for a wake up call.

Now are wake-up calls ever pleasant experiences?

Absolutely not. They're horrible and what happens at 4- 4:30 in the morning

when I wake up? What's the first thing I need? Coffee, right? I need a hot cup of

coffee.

Now let me ask you when your fumbling around the room, dealing with the coffee pot

you know it's frustrating and it's aggravating, the coffee is not all that

good.

About 15 minutes after this wake-up call I get a knock on the door.

And I open the door kinda surprised to see anybody there

and guess who is standing there? A gentleman with a tray

and two piping hot cups of coffee on that tray. And he goes "missioue

would you like some coffee?" I said "yes sir. Please bring more."

Because what they did is they took a miserable experience, a wake up call

and it cost them what? 35 cents. 70 cents to bring 2 cups of coffee.

They bring the two cups of coffee and it changes my experience of a wake up call.

Now would you agree that wake up calls still suck? Absolutely,

but can you make a wake up call a little bit more pleasurable? You bet.

And now do I measure all of my wake-up calls off of this wake-up call

so that when I get a wake-up call at four o'clock and I don't have coffee delivered to

my room,

do you think that that changes my perception of them?

Absolutely. Now here's the benefit to you:

in real estate would you agree that the bar for client servicing sometimes is set

so low

that it doesn't take a lot to exceed our clients expectations?

Absolutely. So this is what I want you to think about: what are the small things that

you can do

to improve your communication, improve your service

on those really low bars just to slightly exceed them

but those small things being a tremendous amount

to group of people who are so afraid that their realtor

isn't going to continue to call them back. So this has been phase four in our

five-part series. Stay tuned for the next phase

where we're going to talk about post-sale marketing and staying top of mind.

In the meantime please feel free to subscribe below,

click the link in the bottom in the description, visit us online at travis

robertson dot com.

Any questions you have about this or any of our other videos,

or any of our services, we'll be happy to help you out.

As always it's my pleasure to serve you. I look forward to seeing you in the next

video.

Take care. a real estate and training company desires

but what did i say

but its interesting do we tell people about services were not

ahhhhh

I'm just going to do that from now on

boo