Estate sale business owners can stand out from the crowd with hands on client communication. Keeping your liquidation clients happy is much easier with a few simple good business practices. Happy clients will be your best source of landing new estate sales. These basic habits can maximize the word of mouth return and goodwill you can get from each new estate sale job.
Here are 8 Tips for Happy Customers & A Profitable Estate Sale
Pre Meeting – prepare estate sale industry specific tips and email them to your potential client after your initial conversation. Sending a FAQs sheet, guidelines or a liquidation tip sheet with your company information will ensure you secure the client’s contact info and establishes you as resource and expert.
Confirmation – whether you visit the client for your initial estate sale consultation or they come to you, reach out to confirm. Do this the day of the event, either in the morning an hour before the consult. This also saves you time in the event that they simply forgot your meeting all together. Estate liquidators are working with many clients who have a lot going on in their lives when they come to you, so keep that in mind at all times!
Say Thank You – after meeting the client, send a thank you for either meeting with you or for getting the job if you did. Hand written notes or a letter on letterhead will stand out, especially if you are competing with others for the job because most of your competition will not have taken this extra step.
Contract – at your consultation, review each point of your estate sale contract or estate sale agreement with the client. Many of your competitors are just giving them the cost and having them sign, they will respect the attention to detail and your extra time. Many clients won’t ask for a detailed description of what is in the contract, but explaining contract provisions can save a lot of headaches and potential complaints if anything goes wrong. It also gives you the change to directly answer any questions that they might have about your estate sale contract or your estate sale business operations.
Starting Conversation – let your clients know who will be there to start your estate sale set up, when and what actions are being taken.
Stay in Control – whenever an issue comes up, contact the clients immediately. If there is something in the contract that is not being upheld, figure out the solution to get back on track. Sometimes it is the client getting off track, remind them of what they agreed to at your contract review. Clients can have a habit of agreeing to things at the time they hire you and then thinking that they can just change things after you have started your work. Keep everything on track and avoid problems with open communication about what has to be done for a successful estate sale. Remind clients that the sale has to be good for both parties and that they hired a professional estate seller.
Updates – create a schedule, will you give the client a daily review or weekly summary? Stick to your schedule and keep them posted on the status of their estate sale job. Inform your client when the job is complete and update them again when their invoice or settlement is on the way.
Conversion – ask for testimonials. Ask if they will serve as a reference. This is a great time to make sure they were happy with your estate sale business. If they don’t feel they could give you a five star review, ask why so you can address it. Fix it if you can, or let them know if you changed policies or procedures so that other clients don’t have the same frustration in the future. This one step can turn around a negative experience for a client.
I hope these tips are helpful to you in running your successful estate liquidation company. Let me know your favorite tips for keeping clients happy.