Mentor Terry Moerler of Thousand Oaks, CA answers:

I have never knocked on a door. I have never made a cold-call in my 20 years and honestly, if I thought that was the way I had to do my business, I probably wouldn’t be sitting here in real estate today. I really got involved in a lot of different community events. I have been president of just about every organization here in Thousand Oaks. I’ve been Chairman of the Board for the Chamber of Commerce. I started my career just getting to know people and finding out what their needs and wants were and trying to fill those needs and wants.

One way that I take care of my clients is with a very strong after sale program after the close of escrow. No matter how good I was during the time of the escrow period, no matter how good I was at finding the right house and making the right deal, probably the most crucial time is the last week prior to the close of escrow.

Example final week follow-up call:

"I want you to know that it’s just a few more days before the close of escrow and I know that my team has done a really good job taking care of you, but now is when everything happens, and I want to be there for you. And so I want you to know that I’m going to call you every day for the next 5 days to make sure that everything is fine."

I also look for something that I could make easier for them. Because we recycle boxes, maybe I’ll go by and give them some boxes. I’ve even arranged a babysitter for a family in order for them to have some organizing time. On the last day prior to the close of escrow, I go over to their house and take them a gift basket. I thank them for the opportunity to work with them.

During the first four weeks after the sale, they’ll get something different each week in the mail. They’ll get a $50 coupon for Home Depot or they’ll get a coupon for a bottle of wine that will complement their dinner at my favorite restaurant. Each item comes with a letter telling them we know you’ve been in your house now for however many weeks it has been at the time. The last of the weekly letters reminds them that they have a home protection plan that was purchased for them - usually by the seller - and I reiterate what that home protection plan covers.

After the fourth week they start receiving my monthly newsletter. Because I am writing to my new friends, this newsletter is a letter from me that talks about the team and my personal life.

• Building Lifelong Relationships with Past Clients
  by Tim Baker

• How Outstanding Service Builds a 95% Referral Rate, Part II
  by Terry Moerler

• Personalize Communications with Past Clients for More Referrals
  by Pliny Mier