6 Ways to Let Your Client Know You Are Still There Even When Using a Transaction Coordinator
One of the reasons you hired a transaction coordinator is because you want to create a great client care experience, grow your business, and not miss things along the way. The transaction coordinator becomes a vital part of your client care team. You found the perfect transaction coordinator and things are going great until you get THAT call. The call from an irate client that wants to know why they don’t hear from you and that as soon as they went under contract you deserted them. OUCH!
That’s one phone call you never want to receive, and we’ve got some tips to help you avoid it. Here are 6 ways to put your focus on client care and create the best experience possible to make sure your clients feel well taken care of.
Let your client know as soon as you start working together you will be using a transaction coordinator.
- By preparing your client from the first meeting that a transaction coordinator is a part of your team and someone you pay to manage the closing it will eliminate the surprise of finding out you have a transaction coordinator. Moving is one of the biggest stresses anyone goes through, so it’s best not to surprise your clients with someone new that they have never met and makes them nervous. Imagine how you would feel if someone you had no prior information about started calling to talk about one of the biggest investments you will make. You’d be pretty upset.
Having a weekly or bi-weekly call to check in.
- A regular phone call at a prearranged time allows you to still give your client the attention they want but frees up your time to work with new clients. For instance, if all of your client calls are on Thursday afternoons from 3-5 then you can knock them out in one afternoon and eliminate much of the spur of the moment calls from clients with ruffled feathers. You simply let them know in advance when you will be calling and that between times they can reach you or your transaction coordinator via email. It’s not being disrespectful but is being professional. Every other professional they deal with has a schedule and isn’t available to pick up the phone at any given moment. They can’t do that with a doctor, attorney, or any other professional, so it should not come as a surprise that you have a schedule too.
Attend home inspections for your buyers and sellers.
- Even if you won’t be at the entire inspection it will allow you to get a heads up for anything major and gives your clients a chance to see you are still involved. It also gives you an idea of their expectations and allows you to allay any of their nervousness.
Review home inspection items with your clients personally.
- Find out if they have any major concerns or questions up front. The inspection reports can be quite daunting to some buyers, so go over the most important action items right away. Doing this in person if possible or in a personal phone call will give the personalized service you are known for.
Go over preliminary closing estimates with your clients in advance.
- By taking the time to go over those items with them personally you are showing them you care.
Send a card to congratulate them.
- Send them thank you cards after they have an executed contract and then again after the closing. You appreciate having their business, so show them your gratitude. A handwritten card takes just a few seconds to write out but means a LOT to your clients.
If you implement these tips when using a transaction coordinator and use them to help you craft a great client care experience plan, you will be sure to not only have happy clients but also get the referrals you’ve been needing. After all, happy clients that have an amazing client care experience want the same great treatment for their friends and family!
Are some of your clients’ needs falling through the cracks because your plate is too full? Don’t make this common mistake! You need the real estate virtual assistants at List to Close Inc! If you need help providing your clients the greatest client experience, give us a call, or book a consultation with us and see what we can take off of your to-do list.
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