The document provides tips for real estate agents to generate referrals and maintain client relationships. It recommends thanking clients for their business and asking for referrals. It also suggests keeping promises, providing good service, and giving clients caring attention to build trust. The document further advises following up with clients regularly through phone calls, emails, and events to retain their business and obtain referrals. Agents are encouraged to focus on building an "A" list of top clients and implement systems to consistently connect with clients.

1. RE/MAX Mumbai Gujarat Maharashtra
GENERATING REFERRALS
RE/MAX Mumbai Gujarat Maharashtra

2. 
RE/MAX Mumbai Gujarat Maharashtra
 Thank the client for their business.
 Advise them your business is built on client referrals
and you would appreciate if they could refer your
services to their friends and family.
 Ask for a letter of reference/ video
 Get the admin assistant to pick up the letter
 Put the letter in a binder and use as part of your listing
or buyer presentation.
Past Clients

3. 
RE/MAX Mumbai Gujarat Maharashtra
 Keep promises (reliability and integrity).
 Offer honest communications, materials and clean
comfortable facilities – your office and your car
(tangibles).
 Prompt service (responsiveness).
 Competency and courtesy (assurance).
 Caring, individual attention (empathy).
Client Feedback

4. 
RE/MAX Mumbai Gujarat Maharashtra
 Watermelon giveaways
 Picnics
 Movie Shows
 Events
 Diwali parties
 New year gift
 IPL/World Cup parties
Client Interaction

5. 
RE/MAX Mumbai Gujarat Maharashtra
 3% Move away or pass away.
 5% Friends refer them elsewhere.
 9% Competitors provide a better offer.
 14% Experience product dissatisfaction – didn‟t like
your service.
 69% Indifference makes them believe no one cares
about them.
Why customers go away

6. 
RE/MAX Mumbai Gujarat Maharashtra
 16% - Dishonest, unethical, not straightforward
 12% - Pushy, too aggressive
 10% - Didn‟t work or promote listing hard enough
 8% - Misrepresented property
 6% - Only interested in commission, making sale
 5% - Fees too high
Problems customers have
with agents

7. 
RE/MAX Mumbai Gujarat Maharashtra
 Personality
 Length of transaction time
 Buying vs Selling
 Market Conditions
 Post Purchase Experience
 How to Lose a Customer without even knowing it
 Wheelbarrow associate
Factors leading to
perception

8. 
RE/MAX Mumbai Gujarat Maharashtra
 I was in your neighborhood and just wanted to see how you were doing.
 Anniversary of purchase
 Birthdays
 Market Update - how real estate is selling in their area.
 Follow up on mailer - did you get it/read it/like it?
 Have buyers for your area, do you know anyone who is thinking of
selling or just listed a home in your area. Do you know of any people
interested in moving to your area?
 I am putting together a personal brochure/flyer and wanted your ideas
on how I could do a better job for my clients, etc. or would you mind
giving a testimonial?
 Invitation - to lunch, client appreciation party, etc., give away tickets.
 If they have given you names, etc. - follow up report on what you have
done.
 To advise them on how you are doing, e.g. awards received, courses
taken, conventions attended.
Client Follow-up

9. 
RE/MAX Mumbai Gujarat Maharashtra
 Create an “A” client list. Develop a plan to obtain
referrals.
 Call your clients four times a year
 Anniversary of Purchase
 Diwali/Christmas/New Year
 “I just listed a great house in your neighborhood”
 “Just driving by thought I‟d call and say hello”
 Send out client mailer every month or at least every
second month.
 Entice past clients to move.
Contacting Past Clients

10. 
RE/MAX Mumbai Gujarat Maharashtra
 Make sure you educate your clients on why your service is
valuable and more valuable than a competitor.
 Hold a special event for past clients.
Use Email
 to contact clients with market updates
 to send birthday cards
Ensure your signature file has:
 Website address
 Phone and fax numbers
 Name/Address/Postal Code
 Give a gift to every client after purchase.

11. 
RE/MAX Mumbai Gujarat Maharashtra
 Ensure customer knows how you make a living i.e. from referrals
 Decide on level of service you will provide. Ensure you can deliver it
consistently.
 Obtain feedback from your clients on service and redefine your service.
 Look for points of difference with other real estate Sales Associates
 Find a system you can use to connect with the customer
 Gift at closing
 Thank you note through process
 Gift for referrals
 Client parties
 Hand deliver annual gift
 Call after closing to ask how it went etc.
 Advertise their services/ companies
 Client mailings (personal)
 Continually improve your service
Creating „A‟ list of
clients

12. 
RE/MAX Mumbai Gujarat Maharashtra
 Monitor feedback from clients and determine why they
would definitely use you again – promote this – TO
THEM
 Review client responses – VERY CAREFULLY
 Remember the little things – prompt return of calls,
advertising schedule, dress, etc.
 Memorize referral dialogue
 When you get a referral – Be excited! Keep the person
who made referral appraised of your progress.
 Use your monthly newsletter to promote referrals, e.g.
“just sold a home to x whom…” “want to thank Mr. &
Mrs. ___________ for the referral” etc. Use it to promote
expanded services you are offering.
 . HAVE A SYSTEM!

13. 
RE/MAX Mumbai Gujarat Maharashtra
 Cultivate positive working relationships and network
with RE/MAX Associates overseas.
 Create a virtually effortless source of income through
referral fees.
 Establish yourself as an international real estate expert.
Clients will refer you to friends and family who are
buying or selling internationally.
 Develop an entirely new database of clients you would
otherwise miss out on.
 Expand your promotional reach to other countries by
getting referrals from overseas Associates.
International Referrals

14. 
RE/MAX Mumbai Gujarat Maharashtra
 Look at which international routes serve your local
airport.
 Surf online or check nearby community centers and
temples to find out if there is a sizeable expatriate group
that regularly meets in your community.
 Talk to neighbors, clients, friends, family and other Sales
Associates about where the hot vacation destinations are
located. Also, draw on your own vacation experiences –
are there places you would love to relocate to?
 If you are fluent in another language, reach out to Sales
Associates in countries that speak that language to learn
about their markets. Then narrow down your target area
to the places that have the most activity.
Other suggestions

15. 
RE/MAX Mumbai Gujarat Maharashtra
 Business cards
 Online
 Information Seminars
 RE/MAX Convention
 Email/Postcard campaign
 Media campaign
 Videos
Self-Promotion

16. 
RE/MAX Mumbai Gujarat Maharashtra
 To meet new Sales Associates.
 To establish a group of 6-12 Sales Associates you can
develop a connection with professionally and socially.
 To have fun.
 To get promotional ideas.
 To speak to top Sales Associates from other cities and
learn what they did to develop their careers.
 To listen to the speakers - if you pick up even one good
idea to put into practice it will be worth it.
 To renew old acquaintances and re-establish referral
connections.
Networking Convention

17. 
RE/MAX Mumbai Gujarat Maharashtra
 Make sure your time is as productive as possible.
 Pass out your personal promotional items with discretion.
 Be sure to spend time really talking with people and then give them
something to remember you by. Expand your center of influence
 Be part of a referral group or network
 Exchange ideas and information, commit to send referrals to one another.
 Bring at least one marketing idea or system that you have developed
 Bring a notebook and create action points
 When exchanging business cards, write something about each person on
the back of the card.
 Network and have fun!
 Brainstorm with top producers you meet at lunch and elsewhere for ideas
 Dress appropriately and be conscious of your image.
Making most of it

18. 
RE/MAX Mumbai Gujarat Maharashtra
 Plan
 Network
 Share
 Follow up
Bottomline

19. 
RE/MAX Mumbai Gujarat Maharashtra
Thank You