Building Long Term Relationships With Clients

Purpose

In this policy, the sales team builds long term relationships.  This procedure is on-going.

On-going customers are the most valuable of all.  The company has given them good service in the past and formed a relationship with them.  These customers are likely to recommend the company to their friends and are an on-going source of new business.  There are huge benefits in creating long term relationships with customers. 

Procedure

All clients

• Take trouble to remember clients personally, including something about them
• Give impeccable service
• Let the client know that they are important
• Do a brilliant job of understanding the clients needs and preferences
• Keep in contact with clients as directed by prospecting matrix
• Send Christmas cards to clients who have an on-going relationship with the company

Unsuccessful buyers

• Work to find a property for them
• Contact them every month to see how they are going until they have purchased a property, moved out of your area or find another solution

Investors

• Investors have many different views.  Get to know the viewpoint of clients who are investors and become an enthusiastic team member in working for their goal.
• Take care when you discuss other investment ideas with these clients.  On one hand they may not want to be distracted from their goals.  On the other, they are hungry for information.  Concentrate on what you know best-the property market in your area.
• Investors who are satisfied with your service will come back faster than a home owner.  Contact them every three months to see how they are going.