Customer Service Archives
The Real Estate Agent’s Guide to Dating Your Clients

The Real Estate Agent’s Guide to Dating Your Clients

Hey girl. That’s a niiiiiiice house. Who’s your Realtor? Hang on. No, this isn’t an how-to on dating your client crush, so real estate courtiers: beware! Take your romantic interests elsewhere! But wait! Although you are not romantically dating your clients, the same investment of effort should be put into this professional, fiduciary relationship. Home-buying and selling tends to be a personal transaction – someone is choosing where they want to return to at the end of a long day, pour themselves a glass of whiskey (or wine!), relax, and unwind. Agents should constantly remind themselves of this as they engage in this business partnership.  How to treat your real estate client like the special someone they are… Dates While meeting with your client may just seem like another task on your schedule, on their side, it could be a potentially daunting activity. Having scheduled conferences exclusively in the office or over the phone may make your meetings as looked forward to as trips to the dentist (eeek!). Instead, every once in awhile take your client out for coffee or to a casual dinner and discuss business there. Offer to bring your office to them, and schedule around them, wherever they are, and they’ll appreciate the effort. Not only will this lift any possible anxiety they might be feeling around your meetings, but it will also demonstrate to your client the length to which you are willing to actively invest in them and their needs.  Communication  Actively listen to your client and be intuitive. Be patient with them, and cater and adapt to their needs. Offer up your own advice and recommendations....
4 Ways to Thank Your Clients at the End of the Year

4 Ways to Thank Your Clients at the End of the Year

While you’re wrapping up all those presents for your family and friends, are you forgetting some key people in your life? Like maybe…your clients? Sure, you know how important your clients are to your business, but have you made sure that they’re aware of it too? The holiday season and the end of the year are the perfect excuse to reach out to your clients and thank them for their loyalty and their business. And hey if it weren’t for them, you may not be able to go away on that trip to the Bahamas this year! So before you send off a quick mass email to everyone on your list, we’ve got some fun tips that’ll show how grateful you really are for your clients in thoughtful (and easy) ways. Our favorite ways to say thank you: What better way to head into the New Year than having left a great impression on your clients at the end of 2015? We think that if you take the time to thank your clients in a personal way, they’re more likely to remember you in a positive light when it comes to starting the fresh New Year and they’re making resolutions. Sara Algoe, a psychologist at UNC writes that gratitude prompts particular feelings from people, including a reminder to an existing relationship and a promotion of maintaining a relationship. She calls it the remind and bind theory. Now isn’t that exactly what you want? A positive way to remind your clients that you’re here for them in the New Year and a great way to promote your relationship with them so...
5 Five Minute Tips on Thanking Your Clients, Customers, and Contacts

5 Five Minute Tips on Thanking Your Clients, Customers, and Contacts

The expression of gratitude has been show to lead to increased happiness. Gratitude has been shown to improve health, help to better handle adversity, increase enjoyment of positive experiences, and build strong relationships. Have you ever made a big purchase, especially one that required a lot of help from a sales person, and received a note after? That experience sticks in your mind. A lot of large companies will send you loyalty points, or discounts after you purchase, but a less sales-oriented message is more memorable. Saying thank you to your clients lets them know they are valued. Sending an authentic note makes you seem more approachable and stand out in the customer’s memory. By writing a thank you after a sale or interaction, you give your customer a more valuable and memorable experience. Here are 5 Five Minute Tips on Thanking Your Customers, Clients, and Contacts 1. Show you remember A great way to express your gratitude is by sending a gift. You can go the usual route with wine, flowers, or a company pen, but to really make an impact with your thank you, refer to previous conversations. After an important interaction with a client, make notes on what you discussed. Mark down important information they may have mentioned, and later use what you recorded to come up with a way to thank your client in the form of a gift. This allows you to give a personalized gift without having to stress about remembering off the top of your head something unique they mentioned. Did you discuss a book they have been meaning to read? Send a...
Helping Customers Succeed: My Two Years At Contactually

Helping Customers Succeed: My Two Years At Contactually

Hey Contactually Blog world! My name is Susan and I’m a Customer Success Manager here at Contactually. I recently celebrated my two year anniversary with Contactually, making me officially one of the oldest employees of the company — oh boy! Being such a wise sage at a fast-paced startup, I’ve decided to sum up my 2 years in 5 quick points that I’ve learned over the course of my time at Contactually.   Let’s begin with the obvious… The office is FUN This is a fact. We have a fridge full of beer and drinks. Plus we get free lunch once a week and have a plethora of free snacks. Not to mention the various parties we have. The office is a place I actually look forward to coming to. I prefer to not work at home and always manage to make it to the office (as do most of the other employees) during inclement weather days. Feel free to stop by for a beer if you’re in the Washington, DC area! Things are always changing My goodness gracious, each day is literally different than the next. While I’ve only been at Contactually for two years it feels like two lifetimes! That feeling is probably because we’ve grown and changed so much through the past 24 months that it seems like decades have gone by. The ability to be flexible and go with the flow is an absolute must when working at a startup. Since I’ve worked with Contactually, we’ve grown from a company that was six people crammed into a bedroom, to a company of 40 employees that...
How to Respond to Customer Complaints

How to Respond to Customer Complaints

No matter what your company offers, people will complain. It’s just that simple. If you sell a product that product will occasionally fail. If you sell a service that service will occasionally be subpar. If you give someone a free house they will have to pay taxes. If you establish world peace you will be forcing millions in the defense industry out of a job. Your company will never be all things to all people. And it shouldn’t strive to be. A company that offers everything offers nothing. If a person reaches out to complain and they are at least moderately reasonable don’t ignore them (if a person reaches out and acts like all of the puppies in the world will just die if you don’t give them something for free, this post might not apply). Now, I don’t expect every company to acknowledge the complaints of every Tom, Dick, and Harry that tweets about it but I do expect the company to make an effort. Aside from those that are vitriolic and not constructive, each complaint about your company or service should be addressed and handled with care. And that doesn’t necessarily mean bending over backwards to give the customer what they want or appeasing their every need. We’ve talked before about finding the right customer for your product. Sometimes helping a person with a complaint is as simple as realizing that they aren’t the right customer for your product and helping them to understand why. There’s no one size fits all solution to every customer complaint but there is an overarching strategy that can help guide your responses...
10 Fool-Proof Ways to Segment Your Contacts

10 Fool-Proof Ways to Segment Your Contacts

It’s become common knowledge that segmenting your contact base increases open rates and click-through rates. Both of those factors are high drivers of email’s overall ROI, which can directly be pointed to revenue. Taking a glance at your contact base, there is a high chance that you aren’t coming across two individual contacts that have the exact same qualities with each other. And more times than not, they’d probably receive different messages from you too. So why would you segment them into the same group? A common question that we get from users at Contactually is how to segment your own contact base. What Buckets should you set up? How should you group your own lists? What factors should you consider when you are segmenting? I wish I could tell you the perfect formula for this; unfortunately not every contact base is created equal and this “formula” is every changing. Out of all of the marketing channels, email remains one the top channels with the highest ROI and marketers are forever trying to optimize this channel in order to get the most out of it. In 2015 segmentation is one of the top priorities in order to improve this ROI. Ultimately, to keep all of the things running, segmenting your contact base allows you be proactive with your relationships and then let’s you send the right messages at the right time. So, what are the best ways to set up this segmentation? 10 Fool-Proof Ways to Segment Your Contacts 1. Relationship Who is this person? How did you meet? What is their relationship to you? Relationship based segmentation can come...