One of the biggest thing I’ve found that separates high end agents from everyone else, is their focus on the customer experience. From the first touch to the long term ongoing post-close relationship, they curate the experience.
After looking into this realm of the business more, I kept hearing more and more about Movesnap. So I got to know them better, including the founder, Reuven Gorsht. I invited him on the show so take a watch and let me know what you think!
Full Disclosure: Movesnap, at the time of filming/airing of this episode has been a client of Just Sell Homes. They did not pay to be on the show and it did not have any impact on what we discussed.
The customer experience, especially in real estate, has always been lacking. How many people do you know that goes through the process and says they love to move?
Reuven saw an opportunity. After consulting with some of the top companies in the world, like Zappos who is renowned for their customer experience, he wanted to bring that to real estate.
With his business partner, Reuven created Movesnap. A tool that helps people make the moving process a lot easier.
At the end of the day, how people feel about you and/or your brand is what is going to drive referrals. By providing them that great experience from start to finish, you’re more likely to generate repeat and referral business.
Even little things that many agents miss, like collecting a testimonial, having a tool that can automate and do that every time is hugely important. Its adding up all the little details in your business that can improve how customers feel about you and their experience.
Your entire goal should be to make them feel better at each step. Whether thats showing up with boxes that they can use to pack, or helping them order a crane to lift a couch that won’t fit through the door of a condo building but would through the balcony. Providing top level service is the best way to wow your customers.
One of the things we spoke about as well, was the importance of on boarding new clients. Its their first experience with you. It should be systemized and consistent across everyone and as many of the pain points should be solved.
On top of that, there should be some requirements for what needs to happen by both parties to get that listing live.
Part of the reason for that, as discussed with Reuven during this episode, is that when it boils down to it we are all only competing on two fronts. The product or the price. You either provide a better or unique product or you offer it at a lower price than the competition.
Are you differentiating what you offer your clients from what the tens of thousands of other agents are? If you aren’t, you’re just in a race to the bottom.
Find the right tools and leverage them as much as possible. It doesn’t always have to be technology based either. Sometimes its the personal touch that takes it to the next level. Technology should be something that accelerates what the agent is doing.
Reuven Gorsht, the founder of Movesnap, is a brilliant guy and I’m very thankful he came on the show. Watch the full episode and let us know what you think!
This week we sat down with David Greenspan of the #Mindshare101 fame. His main focus is helping agents build mindshare in the minds of their customers.
The #Mindshare edition
What Does David Actually Do?
One of the ways he helps agents grow Mindshare is through his company Kitspak and their CRM loop. What sets them apart is the way they leverage Variable Data Printing (VDP) which actually takes the big data so many people talk about it and put it into action.
Direct mail doesn’t have to be generic anymore.
You can leverage big data and have every piece that goes out being customized to the end user.
Why pay for a generic newsletter when you can have mass customization?
David likens VDP direct mail as the smartphone in a flip phone world.
Loving What You Do
What are doing during your “down time”? As big sports fans, we both actually will put the game up on our monitors or on TV behind them and get work done during. That’s how you know you love what you do!
Emerge is a great event, besides the fact it gets you access to the speakers in a more intimate setting, it allows you to meet more people you usually wouldn’t. That’s the beauty of bringing the events to different areas instead of always having them in the same spots.
The key to making these events successful though, is execution. As speakers and trainers, we know that when agents leave the room, maybe 1% of them will actually put anything into practice.
Only those who actually execute are the ones who will truly benefit.
Whether you build your business by referral, cold calling, door knocking, social media, etc… The ones who are successful are the ones who are consitent about it.
As David said on the show “You can have the best knowledge and provide a shitload of value, but if you don’t do it consistently its going to die like everything else.”
Consistently provide value without expection of getting it in return and you’ll eventually benefit. Its the law of reciprocity according to David. Something he never believed in before seeing it action when he was doing it.
David explains that he often hears agents complain about the biggest issue with social media is the time involved.
So they look to outsource. They still don’t want the same content as everyone else, which is hard since most seem to outsource to the same couple cheap social media automation companies.
That means, you either have to create content yourself, pay someone a premium for creating custom content, or risk sharing the same stuff as others.