5 Client Touchpoints to Wow Your Real Estate Clients (With Templates!)

Happy clients are an essential part of any business, but especially important in real estate. Happy clients are more likely to complete a home sale, but also more likely to recommend you to friends, family and colleagues. Communication is key to make sure your clients are happy, but you also don’t want to overwhelm your client with phone calls, messages or emails. Using the right messages at the right time will help to give your communications purpose and impact. These client touchpoint templates can help you make sure you’re wowing your clients and turning these great experiences into referrals and testimonials.

5 Client Touchpoints to Wow Your Real Estate Clients (With Templates)

Many communications with your clients will probably already be automated, such as notifications of new listings or after-close surveys. However, incorporating personal follow-ups into these interactions can help you get more information from your clients and improve their experience. This might be as simple as adding a short follow-up email after an automated message. Consider using these templates at key client touchpoints.

1. New Listing

Automations for new listing notifications can help you save time while still keeping your client in the loop. Though this is quick and convenient, it lacks personalization. When you give your clients updates about new listings, this is also a good time to check in with a personal message. You might send an email about a new home that’s a particularly good fit, or send a message about a home that isn’t on the market yet, but will be soon. Add a message like this to reinforce that personal connection between automated messages.

Hi [Client’s first name],

I just sent you a list of new homes hitting the market. Look them over and see if any of them grab your interest. I thought this home in particular met your criteria, and it’s a great value.

[Link to Listing here]

Let me know what you think and if you’d like to set up a viewing.

Sincerely,

[Your name]
[Your contact information]

Get the tools you need to wow clients, gather praise, and generate leads. Download the Realtor’s Referral Marketing Playbook

2. After Showing

After a showing, you and your client probably discussed the home, aspects the buyer liked or didn’t like, and how it fit into their budget. They probably needed some time to think about the home. A personal message at this stage can help to move the conversation forward and also create a personal, positive experience with your client overall. You’ll want to customize this template according to what you and your client discussed at the showing.

Once your client finds a home they like and arranges a showing, this might be a good time to check in with your client again. At this touchpoint, your client is more invested in finding the right home and is more likely to follow through if they find what they’re looking for.

At this point, use this message to maintain communication with your client. Update this template with any other information your client might need, or any other updates you want to make them aware of.

Hi [Client’s first name],

I wanted to check in with you and see how you were feeling about the home we viewed recently. You had mentioned your concern about the price. I looked over recent transactions of similar homes and I’m confident we could negotiate the price down. Reply to this email or feel free to give me a call if you’d like to talk about making an offer.

Sincerely,

[Your name]
[Your contact information]

3. Offer Fell Through

When a client finds the right home and makes an offer, it might not always work out. The offer might be too low, an inspection might reveal unexpected problems, or another issue might come up. At this point, you’ve probably talked with your client about the offer and explained the situation. If your homebuyer seemed discouraged, a personalized message a few days later can help to get them excited about the process again. Customize this template with details about a new listing, such as great amenities or a great price, to get the conversation started again.

Hi [Client’s first name],

I’m sorry that the previous offer didn’t work out. But don’t worry, there are still plenty of homes available that meet your criteria.

This new listing stood out to me immediately—it meets all your criteria and it’s a great price.

[Link to listing here]

Do you have any questions about your home search, or wondering about any particular homes? Feel free to get in touch with me at any time.

Sincerely,

[Your name]
[Your contact information]

4. After Inspection

After inspections are completed, your homebuyers are almost finished with the process. You’ve probably discussed the inspections previously in-person or over a phone call. An email can give them an easy way to review what you discussed and send along important documents. Customize this client touchpoint template with important details, such as any updates on inspection results or next steps your client needs to take.

Hi [Client’s first name],

As we previously discussed, the inspections turned out great and we’re ready to proceed. I’ve attached a copy of the inspection report for your records. I’ve also attached a copy of the new offer, which includes the addendum for the repairs we discussed.

The sellers should accept this offer soon, and we’ll be ready to meet. Can you give me a few dates and times that would work for you next week?

Sincerely,

[Your name]
[Your contact information]

5. After Purchase

Once the purchase is complete and your clients are ready to move in, this is one of the most important times to reach out. At this time, you want to get feedback about the buying process so you can improve it, but you can also get a valuable client testimonial. Testimonials from happy clients are valuable marketing assets that you can use to connect with other potential clients. You’ve probably already automated this process, or parts of it. Adding a personalized message can help to increase the chances that your client will fill out a survey or make a testimonial.

It’s understandable that your clients will be busy moving, so you’ll probably need to reach out more than once. Try getting your client’s feedback just after the sale is complete, before they start with the moving process. If you don’t hear from them, try again in a month or so, once they’ve settled in.

Hi [Client’s first name],

Congratulations! The home is yours! I’m so happy that I could help you find the home you’re looking for, and be a part of this big step in your life.

If you have a couple minutes free, I’d love to get your feedback on this process. What was really helpful for you? What would you change? Click this link [insert link here] to give a short video or written testimonial. This will take less than five minutes and helps me out a lot.

Wishing you all the best in the future in your new home!

Sincerely,

[Your name]
[Your contact information]

Get the tools you need to wow clients, gather praise, and generate leads. Download the Realtor’s Referral Marketing Playbook

With consistent, reliable feedback at varying touchpoints across the buying process, you can see where you can improve and you can also get valuable testimonials that will help to engage more clients. Your happy clients will appreciate your active communication and positive testimonials will give prospective clients confidence in your skills.