Customer retention is one of the areas where most companies fail nowadays. Companies tend to focus their attention, efforts, and goals on getting leads and new clients, but once that’s done, they move on to their new “prey.” However, maintaining your customers close to you, and always being on the top of their mind, is as important as getting new ones.
As humans, we tend to overthink the ways to connect with each other online. However, in reality, this should be as easy and natural as doing it offline.
Amelia B. Hunter is a Broker Associate who works for RE MAX Properties SW in Orlando. With over 9 years of experience in this industry, this successful, performance-driven professional has continually commanded excellence in her service and results, and boasts an impressive record of success. Amelia prides herself in her exceptional customer retention and customer service over the years. By keeping it real on a daily basis, she’s achieved something very valuable to most business owners: the love of her clients. She has employed the most trustworthy and efficient way of promoting your business, which is positive word of mouth.
Today, we ask her the secret to her success, what it really takes to keep it real, and how to combine your offline and online marketing actions from human to human. Don’t miss out!
OT: As marketers, we are often so focused on the newest trend and how to get your audience’s attention/engagement that we might be missing the “essence” of the whole recipe. What’s the key to keeping a fluid and natural relationship with your clients and potential ones?
AH: Honesty is the best policy! I give my customers options and work for their best interest at heart.
OT: How do you get new clients? Do you use any new or old school marketing techniques in particular?
AH: 80% of my customers are from word of mouth. I keep in touch with my customers every year, whether is an email, text, hand written note, or my favorite yearly birthday card. I guess this would be my technique if you want to call it that. I truly enjoy it.
OT: What is it that your clients appreciate most from you and the services you provide?
AH: My attention to details. Communication and education, but most of all, being compassionate.
OT: How do you handle your personal life with so many clients?
AH: I always make time for my family. A beach day is my favorite. My customers respect that.
Relationship is key! I focus on that. One of my favorite quotes: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” by Maya Angelou.
OT: In a digital world, in addition to the competitive Orlando market, how do you promote yourself to stand out from others?
AH: I work with a well-respected, well-known international company, servicing over 91 countries, along with my global network. Sellers have the utmost advantage in hiring me. I also have an amazing 7 days a week office support group.
OT: How important is customer retention and what do you do to keep it alive?
AH: I pride myself in providing exceptional customer service to my clients and customers and exceeding their expectations in every single endeavor.
OT: How do you use social media channels to your advantage? Which channel is working best for you?
AH: Facebook. It’s a platform where my friends, family, and customers get to know me and I get to know them, whether is their children’s graduation, wedding, birthdays, a loved one’s death, or someone is going through surgery. It is a privilege being a part of it!
OT: Did you notice an increase or a decrease in the amount of clients since the social and digital boom happened? Do you find it helpful or threatening since anyone can really go and promote themselves?
AH: I would say about a 5% yearly increase. Relationship is key! I focus on that. One of my favorite quotes: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” by Maya Angelou.
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