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PLAN Formula
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The WAY you deliver (information, a gift, paperwork, etc.) to your client tells the story of how you want them to feel when they receive it and how they perceive the interaction. You can simply drop off a document/gift etc at their home and leave a message for them. Or, you can show up at their work place excitedly and say, “You know how we were worried about the sellers getting everything done in time? Well, I spoke with them and let them know they were at risk of delaying our sale for another month if they didn’t get everything done by the end of this week.” “I just reached out to the agent again. They completed all the requirements needed to move forward! I wanted to make the point of telling you in person because I am so excited for you and I know how you had your heart set on moving by the first of the month.” he difference between the two scenarios above is not T about how hard you worked or your level of service. The
Position Land Acknowledge Now ASK
difference is simply how you presented the information and how you made the customer feel, and how your work benefited them. Every day you can perform heroics for your clients. Do they know it? Do they know how much work you put in behind the scenes? Do they know what you do on their behalf and how you are always thinking of their best interests? Probably not. How would they, unless you let them know! By drawing attention to the high level of quality service you are providing and giving the client an opportunity to appreciate you, this in turn will create a referral moment – a moment in time when a client is most receptive and eager to return the favor and help. Why? Here is an example to illustrate: If you received a present from a friend, wouldn’t you be more inclined to return the favor? The approach is just the same!