The Client Experience: How To Retain Your CRE Clients
Keeping your commercial real estate clients happy, and your pipeline full, is a top priority for CRE brokers. Once you put in the time and effort to gain a new client, the next step is keeping that client for ongoing projects. Focus on the client experience and how to retain your CRE clients with these tips:
First and foremost, your clients need to trust you. This may sound like a no-brainer but it’s an essential step in gaining new clients and keeping them. Clients need to know that you have their best interest in mind at all times, not your commission. Every encounter you have with a client either helps build trust or creates uncertainty. Is your brand message consistent or does your story constantly change? When you speak with clients on the phone or in person are you focused on finding a solution to their problems? Do you offer honest feedback, even if it’s not exactly what the client wants to hear? Do you follow through with everything you say you’re going to do? Think about all the ways that you can build trust with your clients.
There are a lot of commercial real estate brokers out there, so why should a client choose to work with you? What do you offer that your competitors don’t? How does the overall experience that you provide your clients differ from other CRE brokers? Think about what makes you unique and then leverage that to provide value to your clients. Clients will hire you because they trust you and they see the value in the services that you provide.
Create A Connection
I had a commercial real estate broker once tell me that a client chose to work with him because he saw a carseat in the back of his car. The client liked that he was a family man, and they both had kids around the same age. Another broker once told me that he gained a client on the golf course after spending a few hours connecting over the game. These things might sound trivial, but it’s important to create a connection. Maybe you and your potential client are both originally from the same state; maybe you went to the same college; or maybe you share a passion for a particular sport. Sharing these details about your life gives potential clients insight into who you are outside of the office. Remember, people connect with people so be personable and find a common ground.
Go Above and Beyond
Many people get by in business by doing the bare minimum, but that isn’t the way to keep clients coming back for more. Your goal should always be to truly impress your clients by going above and beyond what’s expected. A great way to do this is with our client collaboration features. With our commercial real estate software, you can easily provide your clients with access to their properties and deal information (or any specific details you choose). You can also quickly generate presentation quality reports and impress them with your team of back office assistants who are ready to help you with all of your CRM updates.
Don’t get so caught up in getting new clients that you forget about taking care of your existing clients. The client experience – from start to finish – is what can set you apart from other commercial real estate brokers in your area. Schedule a demo today to learn how ClientLook can help you retain your CRE clients.
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