Client Engagement: The Key to Real Estate Success

12 Feb 2024 · 1 min

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1:00

In this video, Leigh Thomas Brown advises real estate agents on how to improve client engagement through sincere follow‑up. She introduces an apology letter template that agents can use to acknowledge missed contacts—such as not attending a housewarming or checking in after a home improvement—while reaffirming their availability to discuss real estate. Brown emphasizes that agents often overestimate client frustration; she cites statistics showing that roughly 80% of the public who have used a REALTOR® are happy or very happy with their experience. Consequently, a friendly outreach is likely to be welcomed rather than rebuked. She encourages agents to incorporate these satisfaction numbers into their business plans and to proactively reconnect with past clients, using the apology letter and casual check‑ins as practical tools. The video also mentions that the apology letter will be posted in the Leigh Thomas Brown University resources for agents to download.

Chapters

You haven't talked to somebody and you should have, you say, "I'm sorry." There's a wonderful apology letter. I will get it posted in my resources in Leigh Thomas Brown University. I'll make sure it's there. That says, "I should have kept up with you as your realtor. I should have come by to see the house when you painted the dining room. I should have come to your housewarming party, but I did not. And I'm sorry about that, but I'm still here and I'd love to talk to you about real estate." The craziest part about that, y'all, is that in your little imaginary world, You think they're upset that they haven't heard from you, and I'm so sorry to lick all the red off of your candy, but here's the reality. They might not care that they haven't heard from their REALTOR®, but when you pop up and say, "Hey friend, how you doing?" They're going to be delighted because we know from looking at the stats, and by the way, you wanna read the stats, make this part of your business plan, get to know the numbers on real estate. What you'll find is that it is close to 80% of the public who used a REALTOR® that were happy or very happy with their REALTOR®. That means if you forgot to follow up with them, they're probably not gonna tar and feather you after they find out that you hadn't called them. They're probably gonna be glad and say, "Well, my goodness, how are you doing?"