The Promise
All businesses are simply products seeking distribution. Our product is a service plan made up of three key ingredients.
- Industry Expertise.
- Market Knowledge
- Transaction Management
To be a true business owner in real estate our mission is to develop a distribution network that allows us to execute on our service plan in a systematic way through leverage while maintaining a commitment to the client experience.
Our mission is to develop and execute a service plan that is worthy of at least one referral and one five star review from each client.
Purpose. The purpose of the Promise 8x8 is to create a systematic process that hardwires the customer experience into your service plan. If you follow this to the letter you will touch your clients eight times in roughly eight weeks with the Promise. Our mission is to develop and execute a service plan that is worthy of at least one referral and one five star review from each client.
Touch 1: When the appointment is set
End the Conversation with this...
“Thank you Mr/s Seller/Buyer for the opportunity to meet with you. Many people ultimately...choose us…because of our Customer Experience Promise, which is to deliver the best real estate experience you can possibly imagine. When you meet with [agent], I’m sure they will talk about what the Promise means to them. If they don’t, please ask them about it!
Touch 2: At the Appointment
After they have signed the listing or buyer agreement:
“You know Mr/s Seller/Buyer I want you to know that I look at this agreement as a performance contract. Our Promise is to deliver an unparalleled customer experience... In fact, our goal is to make you a raving fan of the ____________ team. Now we will know that we have lived up to our Promise when you do two things at the end of this process. One, you will leave us a raving 5-star review. Second, you will have referred at least one person to us who intends to buy or sell a home. If these two things don’t happen then we are going to assume we didn’t live up to your expectations and will come back asking for feedback as to what we could have done differently. Sound fair?”
Create a document that outlines the Promise and have them sign it. Below is an example...
Touch 3: Listing Manager or Transaction Manager touches base
Use your normal greeting here. Just make certain that your listing or transaction manager plugs in the line below at the end of the conversation…
“I am certain (insert listing agent’s name) filled you in on our Promise and I want you to know we take that Promise very seriously. Our Promise is to deliver an unparalleled customer experience so please feel free to let me know if there is anything you feel we could be doing better. Ok?”
Touch 4: Handwritten Note
Send them a handwritten note thanking them for the opportunity and reference how you intend to make this as great of an experience as possible.
Touch 5: Good News Referral
This is for whenever the Seller or Buyer Gratification Curve is at its peak
Option One: Ask for Referral
“Good afternoon Mr./s Seller/Buyer I just wanted to let you know that we have gotten your (offered accepted, appraisal, inspection request, etc..) back and everything is good to go. All good news today. I am so excited for you and your family! (Allow them to talk here)
By the way I have to say I have absolutely loved working with you and people like you are the reason I got into real estate. I would love to work with more people just like you and I am curious who else you know from work or your family that is looking to buy, sell, or invest in real estate?
Option Two: Reinforce the Promise
“Good afternoon Mr./s Seller/Buyer I just wanted to let you know that we have gotten your (offered accepted, appraisal, inspection request, etc..) back and everything is good to go. All good news today. By the way, I just want to check in on how we have been doing. Are we meeting your expectations? Are we delivering on the promise we made when you decided to hire us? Great, I really appreciate that feedback. We have loved serving you. People like you are what makes real estate so fun and I know you probably have great friends and family members just like you. Just out of curiosity who else do you know that is looking to buy or sell a home that we could possibly serve?”
Touch 6: At Closing (Agent)
“You know Mr/s Seller this is so bittersweet. I have truly enjoyed working with you and I trust that we have done everything you wanted and more. By the way, how did we do fulfilling our Promise? Did we live up to our word? Great, have we earned that five-star review? If there was ONE Thing we could have done better what would it have been? Thank you for that feedback. I want you to know that you and your family are not just a transaction to us. We will be staying in touch with you especially over the next 4 weeks. If you need anything at all related to your home or if any unexpected challenges arise can I be your first call?”
“Awesome. By the way, who else do you know from your friends or work that are looking to buy, sell, or invest in real estate that we can connect with? We would love to work with more people just like you.”
Touch 7: Client Care Coordinator or Transaction Coordinator Congratulations Call
(1-2 days post closing)
Hey congrats on the home. I just wanted to call and congratulate you and let you know that I so enjoyed working with you. People like you are what make real estate so awesome. If there is ever anything you need related to your home we want to be your first call. Is there anything we can help you with today? Perfect we are here for you if that changes. Enjoy your new home bye bye.
Touch 8: Two Weeks Post Closing (added onto the listing agent calendar)
“Hi ____________ have I caught you at a good time? Just wanted to check-in and see how things are going. How is the house? We have had clients in that past who have moved in and encountered some unexpected challenges has anything like that happened? Is there anything that you need from us? Perfect, as you know we loved working with you and want to be your agent for life. If you ever need anything related to your home, landscapers, electricians, roofers, anything can we be your first call? Awesome. Thank you so much. By the way, I saw that you haven’t left us that 5-star review. Are you still willing to do that for us? Do you mind if I send you the link? Awesome...talk soon.
Bonus Points
Getting your Vendors to reference the Promise
The goal here is to just get your vendor partners to mention the Promise. That’s it.
Example: Stager convo
“Hello Mr/s Seller my name is (fill in the name) w/ (ABC Home Staging and Design) and I am calling to schedule your consultation. First off, I just want you to know that you have made a wise decision to sell your home with (insert your team’s name). They are the best and I’m certain by now you have heard about their Promise. Now when would be the best time for me to come by….”
Going Further
If you want more info on the Promise overall click here…
