When I was actively selling real estate I stumbled upon one of the MOST amazing business building events. I didn’t plan on it. I didn’t expect it. It just occurred from a single action I took for my sellers on their moving day which then became my signature act of kindness.
It was fairly early one Saturday morning and I had just finished grocery shopping. I was driving home when I remembered that one of my clients was moving that weekend and their new home was not far from the grocery store. I decided to drive by, say hello, and see if they needed anything.
When I arrived at their home it was clear there was the potential for a lot of activity, but at the moment there were instead many people standing around looking inside the moving truck. Apparently, they had begun to unload the truck when one of the movers dropped a box which contained a large bottle of dish soap. Unfortunately, the soap had spilled all over the truck, making the entire floor of the truck into an ice rink. The moving team was at a standstill. Because only a few boxes had made it into the house at that point, no one had anything available to clean up the dish soap.
I realized I could step in and save the day because my trunk-load of groceries included paper towels, baby wipes, and Windex. I went to the trunk of my car and reappeared with my cleaning materials. I was an instant hero! The team happily cleaned up the mess and the moving team was then back on track. To say my buyers were happy with me is an understatement.
From that moment on I decided to put together a moving day kit for my clients. My kit included many practical, inexpensive items that would then be delivered on moving day. This extra step showed them that I knew their moving day an important event. I wanted to be there for my clients and I couldn’t think of a better way to drop by and say hello without getting in the way than stop in with supplies that would help. I worked hard to perfect my moving day kit, including all those things that are helpful but aren’t readily available as they are packed away…somewhere.
I also was able to meet all of my clients’ closest friends and families and it didn’t’ hurt that I made a very strong good first impression with them
Below is my list of what I included in my Essential Moving Day Kit that I delivered personally to every one of my clients. I can tell you that I was treated like a hero almost every time I delivered it. You would not believe how some very inexpensive items could have such a powerful positive effect on my clients.
Essential Moving Day Kit
Tools
- Needle nose pliers
- Screwdriver
- Wrench
- Pliers
- Box Cutter
- Scissors
- Hammer
- Small level
Other items
- Packing Tape
- Labels
- Black Felt Marker
- Garbage Bags
- Picture Hangers
- Tape Measure
- Baby Wipes/Paper Towels
- Boxes
- Toilet Paper
- Windex
In addition to delivering my kit early on moving day I would also have either pizza, sandwich platter or a bucket of chicken delivered to the home at either noon or around 4:00 pm.
Going the extra mile on closing day is a wonderful way to solidify your relationship with your clients. If you are struggling to figure out what to do for your clients once the property closes this is an excellent way to provide concierge class client care for you clients.
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Oh, that was a great thing to do for your clients. Unfortunately, if someone needs to be inspired or reminded to help someone out- it may mean it doent come naturally to them. If an agent is looking for a way to better serve their clients, can empathy and compassion really be taught at that point?
And how could one explain and market how you would stand out as a compassionate and helpful agent? Without sounding inflated or implying others are not?
I am currently working on coming up with a theme for my business. I want to market myself as the agent who handles the human aspect of the sale. Like a personal assistant who handles and organizes all aspects of the transaction A-Z and communicates well and holds your hand while doing it. Kind of like a do-it-all real estate nanny. It’s a challenge coming up with a way to explain how I’m different, without coming across as patronizing or town-talking other agent styles.
I see other brokers and broker teams that advertise themselves as being able to pay for a lot of these services, like staging and photos, which is a great incentive to hire them, but I can’t concede my commission to cover those expenses. The most I can really give clients is the value of my time and arranging and handling all sale-related needs.
I’ve enjoyed the marketing classes I’ve taken from you through the Realtors in the past, and I’d love any suggestions you might have for how I can better convey myself.
Thanks for your time!
Sincerely,
Jamie Pauley
HomeSmart (formerly windermere)
Jamie – Whenever you are thinking of coming up with a theme for your business just always keep the client at the focus of how you manifest that theme. It sounds like you really want to have a CONCIERGE style client care experience for your clients and this can EASILY be represented with visuals and photography and impact-full headlines. l agree with you that you shouldn’t have to cut commission or promise the world to have a good strong business model.
I am NOT the cheapest price training and coaching and marketing in town and I actually use that to explain to people how different what I do is. I don’t want to be like everyone else, the key for you will be to be able to CLEARLY articulate that to your clients. If you ever want to explore that further with perhaps my assistance in creating that please let me know and we can set up a call to discuss this. Thank you for your comments! Denise