How to Generate Referrals

RE/MAX Mumbai Gujarat Maharashtra

GENERATING REFERRALS



Thank the client for their business. Advise them your business is built on client

referrals and you would appreciate if they could refer your services to their friends and family.

Ask for a letter of reference/ video Get the admin assistant to pick up the letter Put the letter in a binder and use as part of your

listing or buyer presentation.

Past Clients


Keep promises (reliability and integrity). Offer honest communications, materials and

clean comfortable facilities – your office and your car (tangibles).

Prompt service (responsiveness). Competency and courtesy (assurance). Caring, individual attention (empathy).

Client Feedback


Watermelon giveaways Picnics Movie Shows Events Diwali parties New year gift IPL/World Cup parties

Client Interaction


3% Move away or pass away. 5% Friends refer them elsewhere. 9% Competitors provide a better offer. 14% Experience product dissatisfaction –

didn’t like your service. 69% Indifference makes them believe no one

cares about them.

Why customers go away


16% - Dishonest, unethical, not straightforward

12% - Pushy, too aggressive 10% - Didn’t work or promote listing hard

enough 8% - Misrepresented property 6% - Only interested in commission, making

sale 5% - Fees too high

Problems customers have with agents


Personality Length of transaction time Buying vs Selling Market Conditions Post Purchase Experience How to Lose a Customer without even knowing

it Wheelbarrow associate

Factors leading to perception


I was in your neighborhood and just wanted to see how you were doing. Anniversary of purchase Birthdays Market Update - how real estate is selling in their area. Follow up on mailer - did you get it/read it/like it? Have buyers for your area, do you know anyone who is thinking of selling

or just listed a home in your area. Do you know of any people interested in moving to your area?

I am putting together a personal brochure/flyer and wanted your ideas on how I could do a better job for my clients, etc. or would you mind giving a testimonial?

Invitation - to lunch, client appreciation party, etc., give away tickets. If they have given you names, etc. - follow up report on what you have

done. To advise them on how you are doing, e.g. awards received, courses taken,

conventions attended.

Client Follow-up


Create an “A” client list. Develop a plan to obtain referrals.

Call your clients four times a year Anniversary of Purchase Diwali/Christmas/New Year “I just listed a great house in your neighborhood” “Just driving by thought I’d call and say hello” Send out client mailer every month or at least

every second month. Entice past clients to move.

Contacting Past Clients


Make sure you educate your clients on why your service is valuable and more valuable than a competitor.

Hold a special event for past clients.

Use Email to contact clients with market updates to send birthday cards

Ensure your signature file has: Website address Phone and fax numbers Name/Address/Postal Code Give a gift to every client after purchase.


Ensure customer knows how you make a living i.e. from referrals Decide on level of service you will provide. Ensure you can deliver it

consistently. Obtain feedback from your clients on service and redefine your service. Look for points of difference with other real estate Sales Associates Find a system you can use to connect with the customer Gift at closing Thank you note through process Gift for referrals Client parties Hand deliver annual gift Call after closing to ask how it went etc. Advertise their services/ companies Client mailings (personal) Continually improve your service

Creating ‘A’ list of clients


Monitor feedback from clients and determine why they would definitely use you again – promote this – TO THEM

Review client responses – VERY CAREFULLY Remember the little things – prompt return of calls,

advertising schedule, dress, etc. Memorize referral dialogue When you get a referral – Be excited! Keep the

person who made referral appraised of your progress.

Use your monthly newsletter to promote referrals, e.g. “just sold a home to x whom…” “want to thank Mr. & Mrs. ___________ for the referral” etc. Use it to promote expanded services you are offering.

. HAVE A SYSTEM!


Cultivate positive working relationships and network with RE/MAX Associates overseas.

Create a virtually effortless source of income through referral fees.

Establish yourself as an international real estate expert. Clients will refer you to friends and family who are buying or selling internationally.

Develop an entirely new database of clients you would otherwise miss out on.

Expand your promotional reach to other countries by getting referrals from overseas Associates.

International Referrals


Look at which international routes serve your local airport. Surf online or check nearby community centers and

temples to find out if there is a sizeable expatriate group that regularly meets in your community.

Talk to neighbors, clients, friends, family and other Sales Associates about where the hot vacation destinations are located. Also, draw on your own vacation experiences – are there places you would love to relocate to?

If you are fluent in another language, reach out to Sales Associates in countries that speak that language to learn about their markets. Then narrow down your target area to the places that have the most activity.

Other suggestions


Business cards Online Information Seminars RE/MAX Convention Email/Postcard campaign Media campaign Videos

Self-Promotion


To meet new Sales Associates. To establish a group of 6-12 Sales Associates you can

develop a connection with professionally and socially. To have fun. To get promotional ideas. To speak to top Sales Associates from other cities and

learn what they did to develop their careers. To listen to the speakers - if you pick up even one

good idea to put into practice it will be worth it. To renew old acquaintances and re-establish referral

connections.

Networking Convention


Make sure your time is as productive as possible. Pass out your personal promotional items with discretion. Be sure to spend time really talking with people and then give them

something to remember you by. Expand your center of influence Be part of a referral group or network Exchange ideas and information, commit to send referrals to one another.

Bring at least one marketing idea or system that you have developed Bring a notebook and create action points When exchanging business cards, write something about each person on

the back of the card. Network and have fun! Brainstorm with top producers you meet at lunch and elsewhere for ideas Dress appropriately and be conscious of your image.

Making most of it


Plan Network Share Follow up

Bottomline


Thank You

How to Generate Referrals

Real Estate

sales associates

past clients

referral

client

establish

network

clients

follow