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No Decision Needed


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Decision Point

Consumer is at a point where a decision needs to be made. They need advice and help. What do they do? Do they get in their car and start driving around to find answers? Do they hop on the computer and search around for the information they need? Or do they pick up the phone and call someone they trust?

Depending on the person, (and how pressing the need is) it could be a combination of all three. Where the rubber meets the road for you as an agent, is whether it’s your number they dial when they are in need of help.  Let me explain…

I Needed Help

Due to unforeseen circumstances, when the sun rose yesterday morning, we were a single vehicle household. This is not an optimal situation when both spouses work, and one spouse is a Realtor.  We have not been car shopping, had no idea what we wanted, and we were now under a time constraint (full schedules this week for both of us, and travel plans for me next week that involved me departing with my vehicle.)  So staying a single vehicle family wasn’t going to work.

It’s been three years since we’ve bought a car.  When we sat down yesterday morning, trying to decide what to do, I said, “Let’s call Lennie.  He’ll help us figure out what we need, and find it for us.”  We’d bought cars from him in the past, and he’d taken care of us well each time.  Needless to say, by the end of the day yesterday, we were a two vehicle family again, happily, and we continue to be raving fans of *our* favorite car salesman. He bent over backwards, on short notice, to help us not be in a bind this week. And our new vehicle is just what we needed.

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Raving = Repeat + Referrals

Now, I’m not saying that selling houses is the same as selling cars, but look at it from a customer service standpoint.  I wouldn’t even consider buying without calling Lennie.  I’d love to create that feeling of trust and loyalty with all of my clients with my business.  I’ll send clients to him any chance I have, happily, knowing that he’ll take care of them as well as he has taken care of us. That’s how you build your repeat business and referrals, folks.  That’s how you grow a successful business; so all of your efforts to generate new contacts and business are complimented by your current clients and the people that they entrust to your care.

This isn’t front of mind, or good marketing. This is loyalty. Work to earn that, and you will have plenty of business to keep you busy.

Written By

Heather is a Realtor with Century 21 Redwood Realty in Ashburn, Virginia. She's also the 2008 VARBuzz Blog Brawl Champion, mom to four fantastic kids, and the wife of a golf professional. If she had free time, she'd probably read a good book or play golf. You can find her on twitter, @hthrflynn, or writing on her blog, LoCoMusings.com.

6 Comments

6 Comments

  1. Steve Beam

    February 24, 2009 at 12:04 pm

    Thank the Lord for referrals the past two years. That and my blog have kept me going.

  2. Danilo Bogdanovic

    February 24, 2009 at 12:22 pm

    Just goes to show that a high level of customer service goes a loooooong way.

  3. Ken Brand

    February 25, 2009 at 7:40 pm

    Preach it. It’s all people. Conversation > Connection > Discovery > Service/Help. That’s what builds trust, loyalty and top of mind awareness. Amen Heather!

  4. Missy Caulk

    February 28, 2009 at 10:44 pm

    Lennie’s are critical to our lives functioning at maximum effort.

    We should all strive to be a Lennie.

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