Top Producers know the very best business is referral business! Within the next 5 years almost every lead will be a warm lead. Don’t get left behind! Master delivering a Raving Fan Experience. Learn to create and implement an effective customer centered business plan, increase sales and learn to successfully vet and assemble a team who will exceed customers’ expectations. Learn tools for managing and successfully understanding different types of customers. Transition yourself from a salesperson making cold calls to a trusted professional. Past customers become advocates and raving fans. Learn repeatable building blocks for creating a referral-based business starting now. That only comes when you know what it takes to create a RAVING FAN. There are several opportunities for you to differentiate yourself between “Yawn”….. and WOW! Customers expect good service because they are paying for it. If you want them to refer you, then you need to give them a Raving Fan Experience!!! By the time you leave this workshop you will be a Raving Fan Expert. Personal Notes – How do you sign them? Call to action? Emails, what do you say Have an appointment, is this an opportunity? Follow-up, what can you do? Closings – What next? Dating Your customer- How many can you date at once Dating, are there different types of Dating?

1. The Raving Fan
Experience
Kim Knapp

2. • Decide what you want
• Create a vision centered
on the customer
• Assemble your team
• Deliver the Vision +1
Where do you start?

3. Kim Knapp…………..
I want to build a business with the foundation based
on referrals from satisfied customers, friends as well
as local business professionals who see me as the
go to person for real estate.
By providing a “Raving Fan” experience while
incorporating referrals seeds along the way I can
create this model.
Always remembering that the customers do not
belong to me, they remain parked out front as long
as they perceive value.

4. Look past the person & see the need.
Attitude is the Difference
*Customers * Vendors * Realtors
You see your life and
others through your
glasses.
The way you
SEE people
is the way you
treat them
Zig Ziglar

5. It Takes a Village

6. On the Team…
I recently decided to re-evaluate my Business partners and my future
refer-ablilty. I realize you work with many real estate professional. I am
not asking you to refer me but “to reinforce my relationship and
professionalism” with my own customers.
From: Daniel Halvorsen <DHalvorsen@boejax.com>
Date: Monday, August 18, 2014 at 3:04 PM
To: Jenifyr
Subject: Couple Things
When I am top of mind with my customers they will be more likely to
refer me to their friends, neighbors and family, which in turn I refer to
you. Let me give you an example.
I am calling to let you know your appraisal is in. It’s 5,000 over your
contract price. I know you must be very pleased with that as we do not
see that very often. Agent_____________ is a strong negotiator, and a
real professional. If you know of anyone who may be considering
purchasing a home in the next 6 months, Make sure you send them
_______’s way or I would be happy to call them for you.
Plant enough seed and something is bound to
Grow!
Jenifyr,
Hello again, I’m sure you’re enjoying having AJ back home!
I have attached your appraisal to this email, the home appraised for $274,000 (we will
thank Cari for the instant equity!). Everything looks great. We received the appraisal late
Friday and the loan was sent to underwriting today. Once the underwriter has reviewed it
they will issue conditional loan approval. We will fulfill any last requests the underwriter
has and get everything set for closing and funding by the end of the month.
Daniel

7. The Magic Starts before you even get there!

8. Don’t just convert - create value
The Dating Begins at the Beginning!
 If you ask for something, give something
• Free Relocation Package
• Free Buyers Guide
• Reputable Mortgage lender’s Information
• Information for First Time Buyers
• Buying a Short Sale/REO Guide
• 8 Tips to Guide Your Home Search
• Tips to Finding the Right Neighborhood for You
• 10 Questions you should ask a Home Inspector
• Information on Homestead Exemption
• Difference between CDD’s and HOA’s

9. 1st contact: “May I ask, how did you get my name? I ask because most of my
business comes from referral and I would like to know who to thank for this call”
During: It’s very important to me that I provide you excellent service. Relationships
and referrals is where most of my business comes from. I want you to be so thrilled
that when someone says real estate you say,
“Kim Knapp.”
After Closing: Please know I understand referring someone to me reflects back on
you. I want you to be confident in knowing I will take excellent care of your friends
and family. I will also keep you updated on the progress.

10. When Someone Says
Real Estate your
customer thinks…………
Stay in front of the customer “AFTER” the sale

11. Andy Masters
What does this mean?
We have 3 groups
• SOI
• Fans
• A-List – Raving Fans
• Social Community
• Get organized & add more
How many can you date at once?
Depends How intimately you are dating
• Value Rich Email campaign 0 – 1000
• Semi-“Personal” contact annually –50-100
• A-list 25
• Social Contact 0-500 effectively
Andy Masters

12. Database
What
elephant,
has George
been
drinking?
Now
What?

13. 30 DAY or 45 DAY
AFTER THE SALE CALL SEQUENCE
Day of Closing - put in Your calendar to Call them
On their 12 month anniversary!
1st Day“Thank you for allowing me to serve”
3rd Day “How did the move go?”
7th Day “Are you starting to get out of boxes?”
“Is Any questions or concerns with the property?”
14th Day “Have you met the neighbors?” “How are the kids doing?”
30th Day “Congratulations! You are on your 30th day in your new home!”
45th Day “Is there anything that I can do for you?”

14. Closing – Transition Dating
Prepare 2 pages of mailing labels [mail 1 week after closing]
Prepare Homestead letter [mail 4 weeks after closing]
Prepare new construction letter tax alert [mail November]
Prepare HUD 1 letter [mail January 2nd following year]
Add to appropriate databases…………
Not only customers go on the A-list
Staying on the list on the A-list requires
results

15. Dating Your Customer
• Video Email
• Call, Call Call them simply to say hello
• Personalized drip email
• Offer to do an Equity Evaluation 1 time a year
• Send Mailing Labels once a year
• Send at least 2 Power Notes annually
• Pop-By’s 4 times a year
• Email at least 1 times per month
• Preferred Vendor List
• Include coupons and offers from local Business

16. Acknowledging Your Customer
Follow up each Referral with a Prompt Thank You
• If you list a property, ask for their help –
• Social Post, emails,
• Provide them the Flyer
• Share how pro-active you are
• Contact them when you close & thank again
• If it’s a Buyer give them regular updates
• Contact them when they find a house
• Contact them when you close & thank again

17. Make your
own Calendar
Plan
Personal
Value
Consistent

18. Everybody You Know
Business Connections
Prospects, SOI
Past Customers
Write Write Write
Michael Maher
Read the Book!
1. Use unbranded cards with something that
represents you, It’s a “personal note”
2. Use Blue Ink. It’s original
3. Words-Use you, avoid I, me, my.
4. Be specific in your praise. acknowledge a
characteristic, or a unique quality you
appreciate in the person you are writing to.
5. Leverage the Power of Positive. Express
respect for those who posses a quality
(happiness, wealth, balance) you aspire to
improve on
6. Power of the p.s. This is your call to action.
Such as emailing or calling you.

19. Creating Raving Fans Re-cap
Decide what you want?
Create a Customer Centered Experience
Assemble Your Team
Deliver the Vision Plus 1
Get Your Database Organized
 Power of the 30 day or 45 day Follow up Plan
Give Your Customer Something to Talk About- Stay in Front of Them
• A-List Activity Calendar
 Customer Follow up Marketing Plan
 Calendar Based Marketing
 Social Networking
 Power Notes

20. Thank you for all you do!

21. Kim Knapp
@jaxsecretagent
RealDynamicAgents.com