"I will remember you, will you remember me?"--Post closing techniques to keep you engaged with a client with whom you have had a so far successful relationship

By
Services for Real Estate Pros with Topkins & Bevans-etopkins@topbev.com

I recently wrote a post concerning the "closing being an opening". Since writing that piece, i have had some time to consider additional strategies to use to keep my name, and my presence, before the client. It is a truism that the best sales efforts are directed not at attracting new clients, per se, but rather at enhancing the opportunities for referrals based on a continuing positive with an existing client.

How many times have all of us promised at a closing that we will "keep in touch" or "you will be hearing from me"? The secret to effective post closing contact is BALANCE. What I mean by this is you need to get yourself in front of your client; you also need to make sure that you do not become a pest.

In my practice as a Massachusetts real estate attorney, I have found the following post-closing techniques to be effective, non-offensive, sales techniques. You may have others, and I, for one, would be interested in hearing about them.

     1. Send a handwritten note to the client shortly after the closing. If you have engaged the customer in conversation at the closing [I cannot believe you have not], allude to a specific aspect of that conversation, like a favorite hobby or child's activity, that shows you were really "listening" to what the client was saying. That concern will make you stand out as someone who the client would want others to work with.

     2. If you have any print media which is relevant to the client's situation, send it along to the client. I write a weekly blog post (500 words or so) for my local Milton, Massachusetts newspaper, the Milton TIMES. Like my posts on ActiveRain, the posts have varied categories. This week I wrote a post on "The Elements of an Estate Plan". I purchased 50 copies of the paper, and sent them, with a short note, to clients whom I believe have not completed their Estate Plans. Seeing my name in print makes me a a type of expert, even it is not always the case.

     3. Send the Settlement Statement from their closing to the clients around tax time.There is a lot going on at a closing, and even the most sophisticated client can get inundated with information. The closing agent may explain the Settlement Statement in detail to the client. Not all of it sinks-in. If you send out the Settlement Statement, with advice that this may come in handy for the person helping you with the client's taxes, you have provided a positive benefit without any exposure for giving tax advice.

As I said, there are other ways to engage post closing. Once you commit to the concept, you will discover these, I am sure.

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Rainmaker
755,630
Carol Zingone
Berkshire Hathaway Home Services Florida Network Realty - Jacksonville Beach, FL
Global Realtor Based in Jax Beach, FL

Elliott - good reminder. I often follow up to remind buyers to file for homestead exemption and see how they are progressing on their move.

Mar 04, 2011 06:28 AM #1
Rainmaker
232,537
Elliott S. Topkins
Topkins & Bevans-etopkins@topbev.com - Boston, MA
Massachusetts Real Estate and Title Atty

Carol--I just commented on your recent featured post. Congrats.

Mar 04, 2011 06:30 AM #2
Ambassador
898,931
Andrea Swiedler
Berkshire Hathaway HomeServices New England Properties - New Milford, CT
Realtor, Southern Litchfield County CT

Elliott, great ideas for follow up and reaching out to past clients. Something I probably don't do enough of. Thank you!

Mar 04, 2011 06:44 AM #3
Rainmaker
361,457
Bill & Cyndi Daves
Hiawassee, Young Harris, Blairsville, Hayesville, Murphy and Beyond! - Hiawassee, GA
TeamDAVES - Your REALTORS In the GA/NC Mountains!

Elliott -

Don't forget birthdays, anniversaries, etc.!

Mar 04, 2011 06:44 AM #4
Rainmaker
232,537
Elliott S. Topkins
Topkins & Bevans-etopkins@topbev.com - Boston, MA
Massachusetts Real Estate and Title Atty

Andrea--I have become a follower of Jeff Gitomer. He is a big "engage" the client guy

Bull and Cyndi--So right!!!

 

Mar 04, 2011 06:46 AM #5
Ambassador
1,285,198
Loreena Yeo
3:16 team REALTY ~ Locally-owned Frisco TX Real Estate Co. - Frisco, TX
RealtorĀ® | Frisco TX Community Ambassador

Awesome ideas!!! I keep them engage in telling them about activities they may be interested in attending too!!! and help them check the value of their homes once a year during tax protest time.

Mar 04, 2011 06:54 AM #6
Rainmaker
1,054,253
Conrad Allen
Re/Max Professional Associates - Webster, MA
Webster, Ma, Realtor

Hi Elliot - Being an excellent attorney doesn't matter if you don't have clients.  Terrific marketing ideas on your part.

Mar 04, 2011 07:26 AM #7
Rainmaker
331,851
Judy Jennings
508-209-5000 - Plymouth, MA
Sales Director

Elliott - Love this advice and hit the suggest button. It's all about relationships.

Mar 04, 2011 07:31 AM #8
Ambassador
448,090
Larry Lawfer
YourStories Realty Group - Westwood, MA
"I listen for a living." It's all about you.

Looking forward to reading you in our local paper.  You always have spot on advice and are a resource I depend on.  Have a great weekend.

Mar 04, 2011 10:06 AM #9
Rainer
47,685
Jim Courtney
OklaHomes Realty, Claremore Oklahoma - Claremore, OK
GRI, AHWD

Elliot, I must be doing something right because I do all three of these! I always send a thank you card with a closing gift to their new home. If there is a HOA, I often send the information the following week as well. This year I started the HUD-1 tax letter process. Each closing I put a letter dated Jan 1st, a copy of the HUD-1 in an addressed & stamped envelope and put it in a box. Naxt January 1st, I will mail the letters in the box. Ongoing process but a great idea! :)

Mar 04, 2011 10:56 AM #10
Rainmaker
470,952
Cara Marcelle Mancuso
Long Realty - Dove Mountain, Marana AZ - Tucson, AZ
Call a Marana neighbor, I'm THERE!

Terrific reminders.  BALANCE - too true!  Those top three ideas are essential for continuing relationships and every agent should SO know this!

Mar 07, 2011 01:07 AM #11
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Rainmaker
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Elliott S. Topkins

Massachusetts Real Estate and Title Atty
I need a Massachusetts real estate attorney
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