It’s been two months since you first met Mr. & Mrs. Smith. You spent countless hours working with them to find them their next dream home. Many things had to be done: inspections, appraisals, financing, but all of it went on without a hitch and now it’s closing day. Today is the day your clients will officially take title to their new home and your job is now over.

Or is it? Actually, closing and moving day can be the most rewarding part of your job. This is when the client doesn’t expect you to call them or send them something in the mail. We successfully fulfill the role the clients expect us to fill and we also them give great after sale service. If you make the mistake of not contacting your client after their closing, you are making a critical mistake.

Most clients that purchase or sell a home talk the most about it during the pending-to-closing period, and, of course, during their move. Their move becomes one of the top priorities in their lives and everyone that is close to them knows what they are doing and usually how the transaction is going for them. Wouldn’t it be great to have your clients rave about your exceptional service during and after their moving process?

Here are some tips on giving exceptional after sale service during the first 60 days after closing:

1. Call your clients the day of closing to make sure that there isn’t anything that they need before going to the closing.

2. Call them the morning after closing to make sure that everything appears in order. Most real estate agents dread making this call. Don't be one of them.

3. Call them, either on moving day or shortly thereafter, to find out if they have found anything that might require your assistance.

4. Call or e-mail them at week two to make sure that everything is still OK and if there is anything you can do for them.

5. Call or e-mail them at week four to find out how they like their new neighborhood.

6. At week six and week eight do a quick e-mail or call to make sure that everything is in order, and then transfer the closed client to your "past client" care program.

7. Call them and sincerely thank them for the business.

8. Send a handwritten note thanking them. Thanking them in person is even better.

The Power of Word of Mouth

Never underestimate the power of word of mouth and remember that if you give exceptional after sale service, your clients will talk about you. The most neglected time of a transaction is 30 to 60 days after the closing and often, if you are not in contact with your client for 60 days after the closing, you are embarrassed to do so at all.

Remember, clients are more impressed by what you do for them when you’re not getting paid than when you are. They expect great client care when they’re paying for it - they are impressed with great client care when they’re not.

Published: February 1, 2002

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