How to Control & Create the Perfect Client Experience
In this episode of the Real Estate Growth Hackers Show, Randy Carroll joins me to share how real estate agents can provide a great client experience and what tools they could be using to improve client experience.
Randy has been in the real estate technology space for seven years. As he reflected on it, he realized that he was destined to be in this space because his whole family has been littered with either real estate or big technology.
Most recently, he was working at Chime, but switched over to Ruuster in December of 2021. At Ruuster, he saw an opportunity to get out of the CRM space at the same time work with startups which is something that fits his persona. Also, we talked about providing a perfect client experience.
Here is a rundown on everything we talked about today:
Why is Client Experience Important?
The reality is lead conversion is only getting harder because your database of clients exists as leads in somebody else’s database. And a lot of people just have come to grips with that while some are in strange blissful denial. But what Ruuster is trying to do is give your clients a superior experience — that they couldn’t imagine doing business with anybody else again.
With the introduction of millions of leads per year, you have to make sure that you leave an impression that lasts seven to nine years before that person buys or sells again. Reaching a state in your business where your clients want to refer you to their home-buying friends is far more important than ever. Because your time with your clients is going to be far more impactful than dialing for dollars, which was previously discussed, is very difficult.
Top Reasons Why Data Spreads Easily
There are hundreds of websites out there that are scratching and clawing for your client’s data.
A phrase that I keep in mind when dealing with technology is, “If I’m getting this for free, it means that I am the product.”
The Social Dilemma talked about why people can use Facebook for free. That’s because Facebook is taking your data and selling it. You are definitely their product. And this is not exclusive to social media, that also happens on Zillow.
And in the case of Zillow, your data is not exclusive to them. There are several stakeholders involved in the real estate transaction outside of the buyer, the agent, and the seller. People have to get financing, inspections, appraisals, insurance titles, and educate themselves on the pros and cons of owning a home.
For each of these things, there are different websites and marketplaces where the clients’ information is captured and then resold to hundreds of people.
Other topics we covered on the show:
- How to minimize the spread of data in the industry? [09:20:00]
- Ways on how Ruuster makes communication better and more seamless for people. [12:33:00]
- A gamified experience at Ruuster that helps clear up communication. [23:34:00]
- Why does mobile first matter? [25:57:00]
- Randy also discussed Ruuster’s centralized access to all the key elements that agents need in the home buying process [29:18:00]
Ready to Get Started with Randy Carroll or Still Have Some Questions?
Check out their website through our dedicated link — RealEstateGrowthHackers.com/Ruuster.
Real Estate Growth Hackers Founder
Zach Hammer is the co-founder of Real Estate Growth Hackers. Over the last 36 months Zach and his team have managed ad budgets well over $100,000, generated over 25,000 real estate leads, and helped create over $50,000,0000 in business revenue for their clients. Zach is also a highly sought after speaker and consultant whose work has impacted some of the top Real Estate teams and brokerages across the country.