I hate getting my picture taken.
I was born and raised in the Midwest, where a colorful lip and a touch of eyeshadow are still fairly standard. However, after 26 years in Colorado, I can definitely call myself a mountain girl. Who needs to get dolled up to leave the house?
Since it had been five years since I last had business photos taken, it was time for an update. I knew I needed hair and makeup done, as well as the photos themselves and coordinating schedules with multiple people was proving to be a challenge. I put it off for months, and then finally, the need was great enough that I reached out to a friend locally.
She referred me to the ideal solution – a set of sisters, one a hair and makeup professional, the other a photographer. I met them face to face at a party at my friend’s house, explained I was looking to shoot for three separate brands, and asked them to please follow up with me the following week.
A month went by. No contact. Urgent was itching toward desperate. I reached back out to my friend. She apologized, promised to follow up with them, and gave me a lead on someone who was new to her that came highly recommended.
What happened next is an experience and a lesson that we should all use as a wake-up call on our own level of communication, follow-up, and service. Read on.
An Experience Wins Over This Client
Enter Christina. She is a genius. She immediately responded to my initial call. She asked questions, got to know me and what I was trying to accomplish, and then shared how she works. She asked if her process was a fit for me before she ever discussed her fees. I was won over multiple times before she closed for the sale.
She followed up with an email to confirm, that included a beautifully presented service summary of everything we’d discussed. She sent appointment confirmations. She gave reminder checklists and welcomed questions.
On the day of the shoot, she confirmed every choice we’d discussed as they came back up. She had ensured that the food and beverages she’d stocked based on what I had said I liked were still good. She talked me through each step of the process as we were doing it and used prior knowledge to put me at ease and make me feel seen, heard, and understood.
By the time we were sitting down to review the 159 photos she’d taken in 5 different outfits, I was happy and ready to buy. I spent triple what I’d originally planned. Why? It now seemed like a bargain, a good investment, for what I’d received.
Take a look at your process. There are several touch points in the business of transacting real estate. Consider these and see what opportunities you uncover.
- First Introduction: How timely is your initial contact? Don’t leave prospects waiting and wondering.
- Follow-up: How well and how often do you stay in touch prior to their commitment to sell or buy with you?
- During the Transaction: What are you doing to keep them informed, and feeling comfortable about the process?
Each part of the process deserves your best, to give them their best.
Sometimes an outside analyst can help you uncover things you don’t see or notice. Email me at or call me at 303.682.1072 if you’d like some added perspective.
Helping real estate professionals improve their business and personal lives is my focus. I realize the importance of not only sharpening the saw on real estate business techniques and strategies, but also of finding the ultimate direction for YOUR best life.
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