Learn Client Journey Mapping in 4 Easy Steps

By Lindsay Dreyer

Lindsay Dreyer is the Broker/Owner of City Chic Real Estate, a woman-owned, boutique, independent brokerage serving the Metro DC, Baltimore and Fredericksburg areas. Her passion is helping agents live their dream lives through real estate.

With all the noise about real estate lawsuits lately, are you looking to step up your game and give your clients a better experience? Making your clients happy does not have to be complicated and won’t cost anything at all. Today, I’ll walk you through the simple four-step process of client journey mapping to boost your real estate business:

1. Identify all touchpoints your client is interacting with. This includes you, your team, and your brokerage. This step does not have to be specific; what’s important is you map out who they are contacting or interacting with.

2. Map out the different stages. If you’re working with a buyer client, the first stage is their first contact with you through social media, referrals, or your website. The next stage would be the buyer consultation, house hunting, making an offer, getting under contract, managing the contract to closing, the closing itself, and finally, post-closing follow-up. While these are the most common stages, you might add more if needed.

3. Dig into their emotions. You have to identify your clients’ pain points, wants, and needs in each of those stages. For example, during your first interaction, you will assess these questions: What are they looking for? What do they need? What do they want? Personally, I believe that clients want to feel that they are interacting with a real human, that you’ll respond to them when they reach out to you, that you’re going to have a conversation, and more. It’s crucial that it’s easy for them to contact you.

4. Make this the best experience. The last step is figuring out how you will make this experience the best one for your buyers. Put yourself in your clients’ shoes and reflect on how you would want your home-buying or home-selling experience to be. Ask yourself, “How do I go above and beyond as a real estate agent to provide my clients with an incredible experience?” Not only will this be a great way for you to stand out in the industry, this will also bring in more referrals from your clients.

Overall, using the four-step client journey mapping will help you build up your real estate business and maintain your value to charge premium commissions or premium price points. By providing a service to your clients that is worth paying for, you get to survive the big changes that are about to happen in the industry.

If you have any questions, please feel free to reach out to me in any way that’s convenient for you. Call 703-362-1667, email hello@happyagent.co, or visit our website at http://www.www.happyagent.co. I look forward to talking with you!