Season 5 Episode #10 Building Real Estate Client Relationships That Last - Insights from Top Agent Heather Dolin

The Windermere Coaching Minute podcast featuring Heather Dolin:

The Windermere Coaching Minute - August 9, 2023

Guest: Heather Dolin, Real Estate Agent Host: Joe Galindo

Introduction: Joe introduces Heather Dolin, a top-producing real estate agent with over 15 years of experience. Heather shares insights on building long-lasting client relationships and driving referral business.

Staying in Consistent Touch with Clients:

• Heather emphasizes the importance of staying top of mind with clients, especially past ones who could provide referrals.
• She sends handwritten notes to check in and show she cares. Notes showcase her personal touch.
• A printed newsletter goes out quarterly to update clients on her latest listings and market trends.
• Small gifts are mailed to top clients, things like cookies, gift cards, and coffee mugs with her branding.
• Heather also calls clients directly to touch base. Having genuine conversations nurtures relationships.
• All efforts lead to more referrals as clients remember Heather and think of her first when friends need an agent.

Creating Her Newsletter:

• Heather writes and designs the newsletter herself rather than outsourcing it.
• She enjoys the creative process and sharing her authentic message.
• The newsletter is written on airplanes as Heather returns from vacations. This downtime sparks inspiration.
• Content includes listings she's excited about, local community news, market updates, and her family life.
• The goal is providing value, not overtly promotional material. This establishes trust.

Gifts for Top 25 Clients:

• Heather identifies her top 25 clients who've generated the most business.
• These VIPs receive special quarterly gifts as a thank you for their loyalty and referrals.
• Gifts are thoughtful items Heather herself enjoys receiving. This ensures they will delight clients.
• Examples include baked goods, gift cards to nice restaurants, and high-end chocolates.
• Her annual pie giveaway with homemade baked pies is always a huge hit.
• Gift-giving strengthens relationships and keeps Heather top of mind.

Setting Client Expectations:

• Heather provides detailed buyer and seller guides to set expectations upfront.
• The guides outline every step of the process so clients know what to expect.
• This transparency and guidance builds trust in Heather's service.
• Heather credits trust as the #1 reason clients choose her to represent them.

Contact Info:

• Heather's email is the best way to reach her for follow up questions. hdolin@windermere.com