CONGRATULATIONS ON 25 YEARS
I have so much respect for Brian White , not just for the business growth he has been responsible for , but for the way he demonstrates leadership with heart and an authenticity of caring about people ,” Sally said .
What started as a maternity cover position turned into an impressive 25 year career with the group for Ray White Queensland head of operations , Sally Patch .
After returning from the UK , Sal was looking for any job she could put down on her rental application and stumbled across a 12 month maternity leave position as the PA to then Ray White Queensland CEO Peter Camphin .
I have a very special place in my heart for Tony Warland , he ’ s become a genuine friend over all these years . I wouldn ’ t have had the growth in my time with Ray White had it not been for Tony .”
Over two decades later , Sal is an integral part of the Ray White Queensland corporate team .
Sal said the best part of being a part of Ray White was without a doubt the people she has been fortunate enough to work alongside , many who are the best in the business . She credits much of the support and mentorship she received over her tenure with the business to Brian White , Tony Warland and former Ray White Queensland COO Robbie Clarke .
I worked with a fabulous lady called Robbie Clarke for 15 years . She taught me to be brave , to not accept mediocrity and to fight for change if there is a better way of doing things .”
ENSURING REPEAT BUSINESS WITH AFTERSALES
Matt Sabin Customer experience manager
How do successful businesses build for the future and achieve long-term success ? The simple answer is : “ look after your customers , and they look after business ”.
How we manage the relationship with our clients after the sale is often the key part of turning a client into an advocate for your business .
We ’ ve seen an increase in complaints around settlement and aftersales , as well as the sales approach taken - these two categories make up 15 per cent and 13 per cent of all detractors respectively .
What this tells us is the importance of aftersales in leaving a lasting impression - it ’ s a service that ’ s critical for the longevity of your business .
It ensures repeat customers , fostering word-of-mouth referrals and maintaining a positive brand image . On the flip side , if you ’ re seen as an
16 agent who will simply complete the sale and cut off contact , you ’ re likely to lose any further business with your customer , including referral business .
Once a customer transaction is completed , this should be seen as the start of a long-term relationship . Most real estate companies provide a bottle of wine or champagne at settlement ; it ’ s now become an expectation from clients . So how do our best stand out from the competition ?
Our best agents tell us that by truly personalising the experience and making the customer feel valued and appreciated , they have fostered loyal relationships and repeat customers .
Successful aftersales methods include personally dropping the keys off to the client and handing them their settlement gift , and making sure to keep in touch over years with regular communication . We even have agents providing a gift to the underbidder at an auction so they feel appreciated , as they ’ re often left disappointed after missing out on the property .
What does this amount to ?
Customers marketing your services for you . Our businesses that adopt this approach see referrals accounting for 50 per cent of their business .
Aftersales is a simple yet incredibly effective tool for fostering relationships and ensuring repeat business . It should be the cornerstone of stakeholder management in your business .
Lead agent from Ray White Cheltenham , Kevin Chokshi , personalises his gifts to vendors and buyers .