Tracking Your Customer’s Journey to Win More Referrals and Generate Excellent Reviews

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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.


Make Things Easy on Your Clients

The objective to this exercise is to develop a relentless focus on removing the break points of your client experience.

When you identify a common break point, strategize about how you can proactively prevent it in the future.

Why do those issues arise?

What can you do to proactively prevent them in the future?

Once you’ve fixed it, how can you communicate that difference in your marketing to help people feel more confident in choosing you vs. the competition?

If you have trouble with any of these questions, discuss them with your coach. It’s crucial that you figure this stuff out and remedy the problems before they derail another transaction.


Fix What’s Broken. Reap the Rewards.

The truth is consumers are tired of a broken real estate experience.

In this “Amazon Prime” era, people expect things to be perfect and delivered right now. That means you need to anticipate every potential issue in order to provide a seamless customer experience.

Put in the work to eliminate those breakage points in 2018… and create happier clients, more referrals and better reviews!


I want to know what steps you’ll take to ensure a seamless customer experience in 2018. Share your comments below!

Tom Ferry - Success Summit



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