SOP: Realtor for Life – Post-Closing Client Care
Objective:
To build long-term client relationships through consistent and personalized post-closing outreach, creating lifetime value and referral opportunities from each transaction.
1. Initial Post-Close Touchpoint (Week 1 After Closing)
Purpose: Set the tone for the ongoing relationship.
• Send a personalized congratulatory message (email, text, or video).
• Mail a handwritten thank-you note or drop off a small welcome gift.
• Add the client to your CRM and tag as: Past Client, Year Closed, Gift Program, etc.
• Schedule follow-up reminders for all future client care touchpoints.
2. Monthly: Client Newsletter
Purpose: Stay top of mind with value-based, non-salesy content.
• Send a branded e-newsletter with home tips, local events, market updates, and lifestyle content.
• Ensure it is mobile-friendly, visually appealing, and consistent in branding.
• Automate through tools like Mailchimp, ActivePipe, or your CRM.
3. Quarterly: Personalized Touchpoints
Purpose: Reinforce your relationship beyond email.
Choose one per quarter:
• Phone call or video check-in (“How’s the house working out?”)
• Pop-by gift: Drop off a small seasonal item with a branded tag.
• Personalized notecard with a brief life update and reminder you’re here to help.
• Mini-market update tailored to their neighborhood (use if they may move again soon).
4. Annual: Home Anniversary Gift
Purpose: Celebrate a milestone and show appreciation.
• Send a home anniversary card with a small gift (e.g., $10 coffee card, branded keychain, seasonal plant).
• Include a message like:
“One year ago today, you made a great move. I’m so grateful to have been part of it!”
• Track gifts and anniversaries in your CRM or a dedicated spreadsheet.
5. Seasonal: Calendar or Branded Giveaway
Purpose: Stay visible in the home year-round.
• Mail or deliver an annual branded magnetic calendar, notepad, or home maintenance checklist.
• Include a message reminding them you’re just a call away for referrals or questions.
6. Annual: Customer Appreciation Event
Purpose: Deepen community and create referral opportunities.
• Host 1–2 events per year (e.g., summer BBQ, movie night, holiday drop-in).
• Invite all past clients via email, text, and social media.
• Take photos, thank attendees, and follow up afterward to maintain engagement.
• Track RSVPs and participation in your CRM for future invites.
7. Referral Nurture System
Purpose: Encourage and reward referrals.
• Always thank clients for referrals—no matter the outcome.
• Send a thank-you gift or handwritten note for any introduction.
• Consider a referral rewards program (check compliance with local rules).
8. Review & Adjust
Quarterly:
• Audit your touchpoints for consistency and effectiveness.
• Identify which clients haven’t been engaged recently and re-engage.
Annually:
• Review the return on investment for each strategy.
• Survey clients post-anniversary or post-event to refine your approach.