Episode Details

It's time to talk about high touch ideas to elevate your client experience, because once you've got the client, that's your real moment to shine. This episode is packed with ways to make people feel taken care of without spending a fortune or losing your boundaries.

We start by clearing up what high touch does not mean. It's not answering the phone at midnight or dropping hundreds of dollars on a gift basket. It's things like asking clients how they're really feeling, understanding their actual pain points, and being the buffer between them and their lender when things get complicated. We share real stories, including a listing that never sold no matter what we tried, and how one honest phone call turned a disappointed seller into a client for life.

Then we move into our full philosophy on closing gifts, from personalized return address stamps to a $35 painting a buyer fell in love with during a showing, plus Katy's go-to pre-listing gift bag stuffed with everything a seller actually needs while their house is on the market. We close out with a Gary Vaynerchuk story about surprise and delight that we still think about all the time.

Here's what we cover in this episode:
-What high touch does not mean, and why it doesn't require spending money or losing boundaries
-Asking clients how they're really feeling and using that as a chance to guide them
-Understanding your client's real pain points, not just their basic goal of buying or selling
-A story about a listing that never sold, and the honest phone call that turned it around
-Sitting down and filling out disclosures together instead of leaving clients to do it alone
-Why retyping a messy property disclosure is a small but meaningful high touch
-Pairing clients with the right lender and stepping in when documents get complicated
-A story about catching a stalled appraisal days before closing because of a simple check-in
-Weekly seller check-ins, even when there's nothing new to report
-Why seeing yourself as a service provider instead of a salesperson changes everything
-Handwritten notes and when they matter most in a transaction
-Sending meals, cookies, and small surprises to clients and their families
-How to set up buyer search alerts so you stay the one delivering the news, not a bot
-Sending a letter to a homeowner on behalf of a buyer, even when the house isn't for sale
-Katy's philosophy on closing gifts, from return address stamps to thoughtful small touches
-A $35 painting that became one of the most memorable closing gifts ever given
-Katy's full pre-listing gift bag and everything inside it
-The Gary Vaynerchuk surprise and delight story about a wine customer and a signed jersey

Key quotes from this episode:
"Every time you are with your client, you are marketing yourself." - Alissa
"Good service is your gift to the client, first of all." - Katy
"I think it's so important to see yourself as a service provider and not a salesman." - Katy
"You never know which connection will take you where, and which behavior was the most standout for that client." - Katy
"No matter what you do in life, your intention always shines through." - Katy

Products, people, and previous episodes mentioned:
-Mason Rowe personalized return address stamps
-Waiter app (meal delivery for clients)
-Gary Vaynerchuk, Jab, Jab, Jab, Right Hook

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Music:

Straight A's by Connor Price → https://connorprice.shop/

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