For small business brokerages, engaging and connecting with their customers is invaluable for repeat business, brand trust and reputation.
Try these five simple strategies that’ll offer your clients something of value and set you apart from the competition.
1. Develop deeper connections
The intent is to ensure customers feel as though they’re dealing with real people, not just a large, faceless organisation. You can do this by introducing yourself to new clients by sending a personalised message via either email or social media channels following your initial meeting. Another strategy is to include team photos in your social media posts to allow clients to get to know your team on a more personal level as well as selecting someone (or yourself) to be the face of your brand on your online community.
2. Build an online community
It can be as simple as creating a Facebook group for all your clients to join. Allowing your members to feel included as part of a community is invaluable for your brand. This strategy is great to keep them up-to-date by sharing exclusive content, such as current industry information that you know they care about (i.e. interest rate fluctuations). It’s also an easily accessible platform for them to ask questions directly to you and have collaborative discussions with each other about relevant topics.
3. Make your customers a part of your team
As a consumer to other brands yourself, you know that feeling a part of a team is priceless. So why not make your customers feel like valued members? Simple strategies can include supporting their personal business ventures through promotion on your social media pages, offering them special anniversary prizes for being a loyal customer, or simply posting user-generated content on your Instagram page. These will all make them feel like they’re part of your team.
4. Host an event
Whether it’s a webinar, local meet up or an industry event, hosting an event is a great way for your customers to get involved, meet their peers and feel like they’re part of an exclusive community. Social media is a great way to generate publicity among not only your clients but your wider network. Why not pair up with your local real estate agents and host a free educational seminar for your clients and other community members, offering them valuable information and tools within the property, mortgage and home ownership sector?
5. Encourage feedback and take it on board
Customer feedback is crucial to provide you with the insight needed to ensure clients remain happy with your service offering and continue wanting to do business with you. Primarily, listening to your customers can allow you the opportunity to continuously develop and improve on the service you are providing them with. However, a secondary benefit is that attaining regular customer feedback encourages the client to feel like their opinions and attitudes really matter to the business, a fundamental component for brand trust and customer loyalty.
Jeremy Fisher, director and founder, 1st Street Home Loans
Jeremy Fisher is one of the most awarded mortgage brokers in the industry and winner of the Australian Broker Association’s prestigious ‘Australian Broker of the Year’. Since 2001, Jeremy has settled in excess of $750 million worth of property loans and delighted clients with exceptional results and highly personalised service.
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