How Realtors Can Give a Five-Star Client Experience (and Get More Referrals)

Referrals come from clients who felt looked after. How realtors can improve communication, showings, closing day and follow-up so every client becomes a referral.

Most agents get the majority of their business from referrals and repeat clients. Referrals don't come from a good sale alone; they come from clients who felt looked after from the first call to long after closing.

Communicate before they have to ask

Set expectations on day one: how often you'll update them, and how (call, text or email).
Send a short weekly update, even when nothing has changed. Silence is what makes clients anxious.
Explain each step in plain language. Most buyers and sellers only go through this a few times in their lives.

Make showings and open houses feel considered

Prepare the home: lights on, blinds open, a comfortable temperature, soft music.
Think about the first breath. A clean, subtle scent at the entrance makes a home feel cared for. A reed diffuser such as Thé Blanc works without a flame or anyone watching it.
Follow up the same day with feedback for sellers.

Make closing day a moment

Hand over the keys in person if you can.
Give a gift that lives in the new home. A luxury reed diffuser is noticed every day and guests ask about it. Our closing gift guide has ideas by scent.
Leave a welcome card with local recommendations: coffee, a hardware store, a good dry cleaner.

Stay in their lives after closing

A check-in at one week, one month and one year.
A refill on the first anniversary of the closing is a natural reason to visit.
Invite past clients to a yearly event: a client appreciation evening or a seasonal pie pickup.

Ask for the referral, kindly

Clients who loved working with you are happy to refer, but they need to be asked. A simple "If anyone you know is thinking of moving, I'd love to help them the way I helped you" is enough.

Agents and brokerages giving gifts regularly can open a trade account for consistent stock and gift wrapping.

Quick answers

How can realtors improve customer service? Communicate proactively, explain every step, prepare homes carefully for showings and stay in touch after closing.

How do realtors get more referrals? By making clients feel looked after, staying in touch after the sale and asking for referrals directly.

What should a realtor do after closing? Deliver a thoughtful closing gift, check in at one week, one month and one year, and remember the anniversary.

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