Nick Bobzien directly addresses camera:  Everyone knows the saying "People buy from you because they like you and they trust you." But how do you earn that trust and how do you get people to like you? I'm Nick Bobzien, a broker associate with Downing-Frye Realty in Naples. Let's take 5 minutes to learn how to build a repeat and referral business. I've been licensed since 2005 and for many years about 90% of my business comes from repeat customers and referrals.

The first thing you must be is intentional in the type of customer service you offer. We all get busy and it's easy to forget to call people back immediately or communicate frequently. However, to earn repeat and referral business, you must overcommunicate and provide customer service above and beyond what you think is the bare minimum. That includes providing top notch service to our fellow realtors as well.

Once the transaction is closed, it's important to stay in touch. My goal is to contact customers 12 to 15 times a year. That could be an e-newsletter that goes out monthly. I will also call or text my buyers to congratulate them on the anniversary of their purchasing home or send Happy birthday wishes. Communication once a month is the minimum.

Many times I'll reach out to more than that. Make sure you ask how they want to communicate though. For example, if they prefer text, don't send them an email. Staying in touch works. I texted a multiple repeat customer just recently to let them know that a home in their neighborhood had just sold for over $1,000,000. They bought their home in May of 2020 for 450,000.

So I told them they made a great buy. Now, whenever they need something related to real estate. They will continue to think of me. You don't need a fancy system to keep track of things either. I use MailChimp for my monthly newsletter and then set calendar alerts on my iPhone. For example, if a buyer closes on a property today, I set up a repeat reminder to contact them on that day, each year.

At nine o'clock every morning I get all my alerts, go through them individually, setting up birthday or anniversary wishes, calling or texting past customers and connecting with people, which builds that trust. I also start a contact on my phone where I list my customers, kids and spouses names. So when I do reach out, I mention everyone by their first name.

It means a lot to people when you can personalize things like that. The key to all this is to offer value. I never ask for a referral. I know a lot of coaches tell you to do that, but I've never been the pushy salesperson. I treat every customer as if they are a family member and I do right by them.

If you do right by the customer, you'll earn their repeat business and referrals. I go back to the one thing I learned in car sales. People do business with you because they like you and they trust you not because you have the lowest price or the best marketing. So stay in touch with them. Be authentic and offer value and you'll be top of mind when they're ready for their next real estate transaction or when someone they know is. Good luck and happy selling.