So, here’s the thing—most agents are super focused on closing deals. We’ve got the paperwork, the negotiations, the handshakes and thank-you hugs, and then poof, they’re gone. But what if I told you there’s a magic sauce to make every real estate transaction not just a deal but a journey your clients rave about? I’m talking about the customer journey, my friends. It’s the secret to making your clients feel like royalty, ensuring their journey with you is a five-star experience, not a trip to the DMV. Let’s dive in and transform the way you do real estate!
What Is the Customer Journey?
First things first, let’s chat about what a customer journey actually is. You know, customer journey, customer experience, client experience—these are buzzwords we throw around, but they’re a big deal. We think about our clients as leads, and they think about us as our commission check. But the truth is, our clients are what keep us in business. They’re why we do what we do. They’re the lifeblood of our careers and businesses, and without them, we’re basically just talking to ourselves. So, how do we shift that perspective?
Well, the customer journey is simple. It’s the journey your clients take when engaging with your business. It encompasses every touchpoint your clients have with you, from their first interaction to the moment the check clears. It’s all about their experience before, during, and after their transaction. And here’s why it matters: happy clients lead to more referrals, which means more money in your pocket. It’s a win-win, right?
Why Is a Customer Journey Approach Important?
Imagine this: two agents are working with a couple looking for their dream home. Agent A is all about closing the deal, rushing through paperwork, and forgetting the little things that make their clients feel special. Agent B, on the other hand, takes the time to understand the couple’s needs, preferences, and what makes them tick. They send personalized property listings, schedule showings that fit the couple’s busy lives, and check in regularly. Who do you think will get more referrals?
Now, I get it. We’re in this game for the money. But let’s be real, investing a little time in building relationships can lead to a whole lot of cash down the line. That’s the power of the customer journey.
My Customer Journey Experience
Okay, so here’s a funny story from my early days as an agent. I had this client, let’s call her Sarah. She was fabulous, but her expectations? A little higher than Mount Everest. Every property we looked at, she had this one thing that just didn’t cut it. The bathrooms were too small, the kitchens weren’t updated, the yards didn’t have enough palm trees for her taste. You get the drift.
After a few weeks of showing her homes, I was getting a little frustrated. I mean, I was showing her great homes! But nothing seemed to fit the bill. So, I decided to change my approach. Instead of focusing on the properties, I focused on Sarah’s journey. I asked her what her ideal home looked like in her mind’s eye. What was the one thing that would make her fall in love?
Her answer? A killer view of the ocean. But she didn’t want just any view. She wanted to see dolphins, the sun setting over the water, the whole nine yards.
So, I got creative. I found a property in a neighborhood she hadn’t considered. It wasn’t perfect, but it had a balcony with a breathtaking view of the ocean. I took her to see it at sunset, and the look on her face was priceless. It was as if the heavens had opened up and said, “This is your home.”
From that moment on, our relationship changed. Sarah became a raving fan, referring everyone she knew to me. All because I took the time to understand her journey, not just focus on the destination.
How to Create Your Own Customer Journey
Step 1: Acknowledge
First up, acknowledge your clients. I mean, really acknowledge them. It’s like giving them a virtual high-five. When someone signs a contract, it’s a big deal, right? So, celebrate it! Pop some champagne, do a little happy dance—whatever floats your boat. But seriously, make your clients feel like rock stars from the moment they decide to work with you. This is where you want to focus on the client and not yourself.
Step 2: Prepare
Next, it’s all about preparation. Set the stage for what’s to come. Imagine planning a dinner party and not telling your guests what’s on the menu. Chaos, right? So, prepare your clients by outlining what to expect. For buyers, create a roadmap of the journey ahead—custom searches, showings, offers, the whole shebang. And for sellers, explain the process from pre-launch to post-launch. The more you prepare, the smoother the ride.
Step 3: Project
Now, let’s talk about projecting. This is where you paint a picture of the future. Help your clients visualize the successful outcome of their journey with you. For buyers, share your excitement about the life they’ll create in their new home. For sellers, highlight the joy of receiving top dollar for their property. Use positive affirmations and imagery to keep the vibe high.
Step 4: Prehandle
Prehandling is all about addressing potential concerns before they even think to ask. For buyers, discuss scenarios like multiple offers or rising interest rates. For sellers, prepare them for feedback from showings or market fluctuations that may affect their sale. By handling these preemptively, you’ll build trust and confidence.
Step 5: Excite
Finally, end on a high note. Excite your clients about the journey ahead. Share your enthusiasm for working together and highlight the upcoming milestones. Use excited language and body language to show you’re all in. It’s like the grand finale of a fireworks show—leave them with a bang!
The Psychology Behind This Approach
Now, you might be wondering, “What’s the secret sauce behind this approach?” Well, it’s all about balance. Think of it like a bank account. You make a deposit when you acknowledge your clients, showing them you value their journey. Then, when you ask for a withdrawal (trust, referrals, etc.), it doesn’t sting as much. It’s all about creating a healthy relationship built on trust and mutual respect.
By incorporating these five steps—Acknowledge, Prepare, Project, Prehandle, and Excite—you’ll not only improve your clients’ experiences but also your bottom line. After all, happy clients equal more referrals. And who doesn’t love a little extra cash in their pocket?
It’s easy to get caught up in the day-to-day grind. But if you want to take your business to the next level, it’s time to focus on the journey, not just the destination. By putting the customer journey at the heart of your business, you’ll create raving fans who can’t wait to refer you to everyone they know.
So, let’s make a pact. This week, I want you to focus on your clients’ journeys. Acknowledge them, prepare them, project their future success, prehandle their concerns, and excite them about the journey ahead. And watch as your business transforms from ordinary to extraordinary.
Thanks for tuning in, and happy hustling!
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