What happens when a transaction goes super smoothly?
You create happy customers…
…who love you!
…and who become an amazing source of referrals!
(Not to mention repeat business!)
But what about those other transactions…
…When things don’t go so smoothly.
What happens then?
The relationship feels strained.
You shy away instead of keeping in touch.
They don’t refer you to anyone.
It becomes a “one and done” situation, which isn’t beneficial to your business over the long run.
Look, I get it: Sometimes things go sideways and problems arise that are out of your control.
But here’s my question for you today:
Are you doing everything possible to ensure you provide the smoothest, best experience for your clients? (And if yes, are you sure?)
Tracking Your Customers’ Journey
Q4 is a great time to take a step back and analyze what’s working and what isn’t in your business.
This article is about doing that exact thing with your customers’ journey.
Identifying “break points” that occur throughout the process is the first step toward improving the overall experience for your clients.
And the more effort you put into this exercise, the greater impact it will have on your business.
How to Do It
Sometime between now and the New Year, schedule a few hours to perform a deep dive on as many recent transactions as you can handle.
Whether that’s three months or three years, collect whatever data or notes you have to conduct a thorough analysis.
Then put yourself in a client’s shoes and walk yourself through the entire home buying or selling process for each of those transactions. Try to recall what went well, but more importantly, where things broke down.
Make sure to take notes and look for patterns as you continue to track your customers’ journeys.
When you see a pattern emerge, that’s an area that needs improvement.