Andrew Lam, leader of the Lam Team at ReMaxGold, shares three steps to build a loyal client base: document your ideal customer experience, research your market to tailor programs for buyers and sellers, and deliver what you promised plus one extra memorable touch. Systems and consistency turn satisfied clients into people who refer you.
This is Andrew Lam, team leader of the lam team at ReMaxGold. And today I'm going to answer a question I get quite a bit, which is how do we create raving fans? How do we have so many repeat customers or, you know, clients who refer us over and over? And we're going to talk through that process of creating those raving fans and why it's so vital to your business. People ask me all the time, you know, you've only been in real estate for, you know, less than five years. How do you have past clients who refer you, you know, people, other business owners in the area who refer you and you know, how have you been able to speak on stages in front of, you know, audiences of 500 of your peers? How have you been able to write a best selling book, all those types of things. And it all comes down to relationships and really delivering a great customer experience. So, so key number one to creating raving fans would be just that. Decide what you want, decide what you want that customer experience to be and define it, write it down and make it a clear vision of what that perfect interaction is with your clients. For us, it's very clear. For our sellers, we have a proven, repeatable system backed by market research to sell your home for up to 18% more money than traditional real estate methods. And it's a very clear system. It follows seven strategies, seven very clear factors or tactics that we use to make sure that we get top dollar for our clients. And it's what I wrote about in the book for our home buyers, those clients, it's all about, you know, having a proven and repeatable system. Again, back to my market research, that can save them tens of thousands of dollars in unnecessary repairs and closing costs. We've been able to do that time and time again for our clients and they love to share their experience and let their friends and family know of what a great job we did. So what's really important in that is that you have to, number one, know who your customer is and know what they want. So you, when figuring that out, really have to realize, you know, who is our client? Is it just, you know, Bob, who wants to buy a home? Is it Sally, who wants to sell a home? Or is it, you know, the lender or the roof guy or, you know, a plumber who would love to get those referrals? And for us, it's all of the above. So we have specific phrases and specific client experiences that we want to have with our buyers or sellers and our vendors. And we have specific Programs cater to each and every one of them. So knowing specifically who your client is is very important so that you can give them exactly what they want. Every single one of them is not thinking, you know, Andrew Lam's so great, his team, so good. ReMax is a great company. They're all thinking, what's in it for me? So when we're approaching our marketing, when we're approaching how do we want to engage and interact with these people, it's always about what's in it for them. And us figuring out what's in it for them really is determined by knowing who they are, inherently knowing what their challenges are. And that really came about by that key phrase there, backed by market research. We asked, we looked at the national stats, we looked at what NARA was saying in their studies, and we, we tailored all of our systems, all of our interactions with our clients around those stats. And finally, step number three is deliver plus one. That means deliver exactly what that vision is. That experience is that you defined for your clients plus 1%. So to go that one extra step, that one extra mile, for us, that typically means buying a home warranty or doing that extra step that really puts it on over the top for our clients, that makes them feel like they wouldn't have gotten that level of service from anyone else. And that's going to be what creates that raving fan, what makes them not only happy to have worked with us, but excited to share that with other people. We always talk about wanting to be world class and to have a Disney like customer experience. There's nothing wrong with going to Great America. It's a great company. It's a great place to go and spend a day, but no one's writing home about it. We want to be Disney. We want to be the place where you plan, you save up and you go and you just have the time of your life. And when you're done, you can't stop telling people about it because it was so fun. You want to wear the Mickey ears, you want to share with everyone the experience you had because it was that amazing, it was magical. That's what we want for our clients, and that's what we deliver every single time. So basically, in order to create Irving fans, you have to do those three steps. And once you do that, once you finally deliver on that promise and do it consistently, you will have raving fans of your own. Success really only comes by consistency, and consistency only comes by having systems in place. So we make sure that for every step in the client experience, for every interaction. We have specific action steps, we have checklists that we follow and make sure that we're following up and doing all of those things necessary to the deliver that amazing client experience. If you have any questions about that, if you want to kind of see what our action plans are, just have any real estate related questions, feel free to give me a call, shoot me an email and I'd be happy to answer it. Thanks again for joining us on our video blog and have a great day.
