Connecting with Customers on a Personal Level

Have you ever wondered why some sales professionals effortlessly build lasting relationships with their clients while others struggle to open the door? Especially in today’s digital, remote marketplace, it is all about connecting with customers on a personal level.

So, how do you create a bond when you may never actually meet face-to-face – then earn trust and maybe even a referral?

Let’s explore how simple technologies can build personal connections with customers and even drive customer loyalty. Then, we will cover some practical steps to make interactions meaningful and impactful.

What is Customer Connection?

Customer connection is the bond between you and your customers. It involves engaging emotionally, understanding needs, and creating trust. A strong connection leads to long-term relationships and, sometimes, customers becoming your advocate.

Benefits of Connecting with Customers

Building a solid customer connection can lead to referrals and forgiveness of occasional misunderstandings or lapses. To get there, you need to quickly discover the customer’s needs and speak in a common language that builds a bridge. But first, you have to literally connect – by phone or email if business is not going to happen in person.

The Challenge of Maintaining Customer Relationships

A Salesforce study reveals that 79% of customers consider personalized service as important as the products or services you offer. In the context of new home sales, the decision-making process is a mix of emotions, perceptions and finances. The buyer has to adopt their ideas to fit with your product, what you show and tell about it – and what they may think you are not telling them. That personal connection is critical.

Customers who feel like they are being peddled an off-the-shelf home are less likely to trust the salesperson and stick with the process. This leads to ghosting, agonizing decision-making, and lower sales conversions. It is called the “customer experience,” which in every day terms means putting yourself in their shoes.

According to PwC, 73% of consumers say a good experience is vital in influencing brand loyalty.
A McKinsey report found that companies that excel at customer experience see a 20% increase in customer satisfaction and a 15% boost in sales conversion rates.

What Do Most Companies Do to Connect with Customers?

Obviously, customers are the engine of any business. When you interact, would it not be awesome to know what messages or impressions they may already have about your brand or new development? Rather than reaching out only when you need their business, simple tools can demonstrate you are thinking about them before they ever agree to meeting online or in person.

The primary digital channels used by homebuilders often include:

Websites: The online storefront, providing information about inventory, floor plans, and community features.
Social Media: Facebook, Instagram, and Pinterest showcase homes, share customer testimonials, and pique the interests of potential buyers.
Email Marketing: Sending newsletters, updates on new developments, and personalized offers.

What has gained great popularity for its effectiveness is video email. Video email is a platform that can plug into your email system or CRM. You can upload or record videos, edit them, then send them within minutes to one or to hundreds of contacts. BombBomb.com is one such platform that is used by a majority of America’s homebuilders.

Traditional methods still widely used today include:

Open Houses: Offering potential buyers to view model homes in person.
Print Advertising: Such as brochures, flyers, and ads in local newspapers or real estate magazines.
Direct Mail: Sending out postcards or catalogs to targeted demographics or neighborhoods.

By broadcasting these with a personalized video you make at your desktop, salespeople report up to twice the email open rates. People would much rather see and hear from a real person than read text or interact with a chatbot.

So, one key to success is your focus on “walking a mile” in the customer’s shoes – and video email is a surefire way to stand out from the digital clutter.

5 Ways to Connect with Customers

Here are five ways to effectively connect with customers, focusing on creating meaningful and personalized interactions.

Personalized Video Communication

In the new home sales industry, personalized communication can set you apart. Maybe you use a CRM to keep track of conversations and threads. Simple ways of “tagging” those topics in the CRM – like “farmhouse style” or “under $750,000,” can help you search and build a small list of contacts sharing common tastes or needs. You can personalize outreach to that group with one video.

“Hey, this is Angie again. I know that budget and farmhouse style were a couple things we talked about. Uploaded behind me in this video is a virtual walkthrough of our new property in North Carolina…” Tools like BombBomb let you add a link in the video that takes them to the full-length video – and sends you an alert when they watch it!

In a matter of minutes, you now have sent a tailored message to one or a dozen buyers that is more personal and effective than a big, impersonal email blast.

Follow-Up

Favor doing follow-up that is strategic vs. run-of-the-mill. After a visit or conversation, send a very short, personal message that reinforces how you listened to the customer. For example, send an email with links to a couple photos on Houzz that reflect the customer’s comments about outdoor kitchens. Showing you relate to them and that you “get” them is more impactful than a cut-and-paste “thank you.”

Hosting Events and Webinars

Go beyond the pretty pictures. Offer live or pre-recorded virtual tours, so prospects get access to previously unseen footage. With a product like BombBomb, you can do this on your phone – as if you were recording something for social media. Instead, you record it and send via email to all your contacts. They feel special, like they are getting inside information.

Virtual Tour using Bombbomb Tutorial by Melanie Galea

You can do this across a hue of topics, like:

Tips on pre-qualifying for a mortgage
Demystifying the home buying process
Understanding the true total costs of ownership
Factoring the local real estate market into your buying decision

To some, these sound a bit daring. But when you demonstrate transparency and expertise, people are more likely to pay attention. They are more prone to reach out to specialists in a market with questions and forgive any sense of confusion, because you have been easy to reach and clear from the start.

Video Messaging

Video messaging’s most significant advantage is that it allows you to showcase your personality and build customer trust. When you send a video message, you’re not just sending a generic email or text – you’re sending a piece of yourself, and that can make a huge difference in how your customers perceive you.

Screen Recording Demonstrations

One of the main benefits of screen recording demonstrations is that they offer clients a personalized and interactive experience. By creating videos tailored to specific needs, you can build stronger connections. This approach is beneficial for complex or technical products where clients may need extra guidance to understand their work.

Screen recording demonstrations also allow you to provide ongoing support and guidance after a sale. Creating videos demonstrating how to use your product or service can give clients a valuable resource to refer to whenever they need help.

Mistakes to Avoid When Interacting with Customers

Maintaining positive relationships and ensuring a pleasant experience is crucial when interacting with customers. Here are some critical mistakes to avoid:

Over-Automation: Balance automation with personalized interactions to maintain the human connection.
Delayed Responses: Systems like your CRM and BombBomb can let you set up automated outreach and replies, so you do not drop the ball when it matters most.
Overpromising and Underdelivering: Set realistic expectations and consistently meet or exceed them to build trust and loyalty.

Leveraging Screen Recording and Video Messaging

Customers want to feel valued and understood, and traditional communication methods often fail to convey this level of care. That’s where screen recording and video messaging come in.

These tools allow for a more personal and engaging interaction, helping to bridge the gap between you and your clients. They offer a level of personalization and intimacy that other forms of communication cannot match. Utilizing these tools allows you to:

Show your clients exactly what you’re doing. Whether it’s a virtual walkthrough of a new property, explaining design choices, or demonstrating a home’s features, these visual tools help clients understand complex concepts.
Share your personality and expertise: Personalized video messages help build trust and credibility, making clients feel more connected to you and your brand.
Build relationships with your clients: Sharing behind-the-scenes footage or personal stories can create a sense of authenticity and transparency, fostering stronger relationships with your clients.

Types of Video Messaging to Connect with Customers

Videos can bring properties to life, build trust, and dynamically provide valuable information. Here are some innovative and engaging types of video messaging that can help you make a lasting impression on potential buyers.

Product Demos: Highlight features and functions of new homes.
Tutorials and How-to Videos: Provide valuable guidance and establish expertise.
Testimonials: Feature satisfied customers to build credibility.
Virtual Tours: Offer detailed property walkthroughs.
Q&A Sessions: Address common questions to inform and reassure buyers.

Personal Connection, Lasting Loyalty

Connecting with customers on a personal level is crucial for building lasting relationships. Understanding their unique needs, values, and experiences fosters empathy and trust, driving customer loyalty. BombBomb enhances this connection by enabling screen recording and video messaging, making interactions more personal and engaging.

With BombBomb, businesses can leverage features like video email, screen recording, and real-time tracking to connect more effectively. Video emails convey emotions and messages more vividly, while screen recording provides clear and personalized instructions or presentations. Real-time monitoring gives insights into customer engagement, allowing for prompt and meaningful follow-ups.

Ultimately, it’s not just about making a sale; it’s about fostering a sense of community and belonging that sets a brand apart. By prioritizing personal connections with customers, businesses can build a loyal following that will stick through thick and thin. So, take the time to get to know customers individually and watch how the business flourishes.