As a conveyancer, establishing and maintaining positive client relationships is at the heart of your business and with the average homeowner moving every 12 years, there’s always the chance of receiving repeat business or referrals from most clients you work with.
A Nielson study found as many as 92 per cent of people would trust recommendations from their friends and family above all other forms of advertising.
So, there’s no doubt that it’s important to impress all your clients from the first moment of contact.
1. Offer a ‘face-to-face first’ approach
Everyone is busy, but don’t assume that your clients would always prefer to talk with you over the phone or communicate via email just to save time.
Without the benefit of body language and tone, remote communications aren’t as effective at helping your clients navigate the stressful transactions and tough decisions, they’re sometimes faced with in property dealings.
Of course, in today’s post-COVID-19 climate, face-to-face can also mean a video call.
The main aim for your business is to have the offering for clients from the outset.
This will likely lead to increased confidence and a stronger and more personable bond that truly sets you apart in the market.
2. Set realistic deadlines
From the outset, spend some time with your client mapping out the steps you will be taking to help them complete their transaction and give a realistic timeframe for deliverables – especially if it’s their first experience.
As part of this, it’s also important to explain the risks and consequences of any unforeseen eventualities.
By taking this approach, you’ll avoid suffering any damage to your own reputation as a result of delays that are beyond your control while also educating your clients for expected timelines.
This is no doubt of great value to clients who value speed and efficiency as well as transparency for a workflow they are unfamiliar with.
3. Be transparent, but also tactful
Being instructed to carry out due diligence means you’re sometimes required to deliver disappointing news. For example, if you’ve discovered through your searches that a client’s desired property is subject to compulsory purchase, it’s your job to raise the red flag.
While conveyancing may be your day job, your clients will appreciate some recognition of the human emotions that may be involved in the news you’re delivering. Formalities and professionalism in your communications should always be appropriately balanced with personable language and tone.
4. Open Communication
A lot is at stake for clients engaged in property transactions – after all, they’re a big financial undertaking. So, it can be incredibly beneficial to your client relationships when you show that you don’t take anything for granted.
In other words, if there is a small delay in the process or a trivial piece of information to share, choosing to call your client instead sending an email or staying silent can give them much more confidence in your integrity and willingness to answer related questions.
As a conveyancer, you’ll likely be dealing with facts, figures, technicalities and legalities daily – they’re at the heart of your business’ service offering. However, there’s also a strong human element too.
When it comes to retaining and winning clients, quite often, it’ll be the personal touches of your service and strength of your relationships that’ll make the difference between your business and a competitor.
using the built-in Communicate application within the triConvey platform will allow for open and convenient communication between yourself and your client. Using the app, your clients can sent secure text messages to you via their mobile device or web browser.
You’re also able to use this app to request and share important documents with your client.
While there are many strategies you should be employing to managing the client relationships, the underlining goal must always be to provide the most efficient and beneficial service for your clients.
If you’re looking to ensure you meet these heavy client expectations each time, utilise our all-in-one conveyancing solution, triConvey.
Simply book a demonstration with our experts today to see how Australia’s number one conveyancing software can help transform your practice.
