inhouse #1 Dec-Feb 2017

What do your
customers say
about you?
These two LJ Hooker offices
produce CX champions by
continuously wowing their
customer. Use our wow
factors to create raving fans!
7. Exchange and settlement
All offers should be considered and
presented to the vendor.
Wow factor: FREE home settlement
insurance cover offered to buyer from
LJ Hooker Assist and Qantas Frequent
Flyer points offered to vendor based
on vendor agreement signed.
8. Congratulate
Sales agents send a congratulations/
settlement letter to the vendor and
buyer, signed by FO, sales agents,
and CX Champion.
Wow factor: Organises both
settlement gifts to vendor and
buyer. There are many gift options
depending on budget. The gift
could be scaled to the value of the
home. For example, a beautifully
presented gift basket/hamper for
first night or beautifully packaged
towels and bathrobes (Suggested
value: $150-$500).
9. Key Presentation
Delight your new home owners with
the presentation of the keys in a
memorable way.
Wow factor: Present keys and
LJ Hooker Bear in a beautifully
packaged gift basket/hamper
and present to new homeowners
on arrival to your office, with the
presence and applause of the entire
team. Go one step further and make
an announcement on your LED
screen such as “Congratulations Mr
& Mrs Smith on your new home.”
10. Reward Loyalty
Reward your happy customers
who have referred you to friends
and family.
Wow factor: Implement a referral
reward program by offering a
prepaid visa card (suggested value:
$500) To qualify for the visa card,
friends and family must have listed
and sold with you.
“We would highly recommend
Danny and Kylie from LJ Hooker
Redcliffe. Danny Mailer was
recommended to us by a friend
who had recently sold with him.
We were unsure about the auction
process at first, but Danny and
Kylie assured us that it would be
the best way to sell our home.
Their professionalism, marketing,
communication, and friendliness
were outstanding. We achieved
a fantastic result because of their
hard work.”
Gary Taylor (vendor)
LJ Hooker Redcliffe, QLD
“Rachel does everything she can to
attain the best result for the vendor.
She is very helpful, caring and
experienced. Most of all she is very
positive and persistent. She never
gives up even when things don't
look so promising. We weren't able
to obtain the price we originally had
in mind, but we probably got the
best possible result for the current
market.”
Gwendoline Patricia Wright
(vendor)
LJ Hooker Geelong, VIC
If you enjoy these tips, be sure
to read our monthly Customer
Connect eNewsletter for more
great ideas or go to the HUB to
find current and recent issues.
Make Dreams Happen 33