Client retention strategies for 2025 (featuring Ben Chick)
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In the final guest episode of Marketing + Margaritas, Jade sat down with Ben Chick from Explore Property Mackay to discuss client retention strategies for 2025. Along the way, they reminisce about their journeys as business owners + the challenges they have faced over the years.
Ben, now with 15 years in real estate, started as an agent before heading out on his own to open Explore Property in Mackay after five years in the industry. His motivation? The desire to achieve more + a passion for working with people to help them reach their potential. Today, Ben measures his success through the loyalty of clients + the positive impact on our community. With a team of around 30 people, he emphasises that retaining good quality people not only drives business success, but also develops a supportive work environment where the team can thrive.
Client retention is the modest champion of businesses + it’s important to look to other industries to see what we can learn from each other.
In real estate, why is it worth putting the time and effort into client retention?
Real estate can often be viewed as a revolving door of people + situations, there’s a constant need to feed in leads. However, this doesn’t mean you should neglect the relationships you’ve already built – the best clients are the ones you’ve already got or worked with before. Client retention provides stability + endurance for your business – by growing recurring clientele, businesses can achieve greater consistency + build a strong foundation for future growth.
How do you maintain the relationships you’ve already got?
Neglecting existing relationships can be a costly mistake. Clients notice when businesses become complacent or lose their passion. Ben’s advice – always look forward and seek ways to improve, continue to be a good human, turn up + do what people want you to do. Gratefulness, continuous improvement + genuine care goes a long way in retaining loyal clients. If you’re not looking to improve what you do, or aren’t grateful to your existing clients, they might look for other opportunities + leave.
Heading into 2025, what are the core client retention strategies that Ben + his team are going to be using?
Personal touch matters: During the Christmas + New Year period, it’s the perfect time to reach out personally to your clients. A thoughtful check-in can strengthen connections and show appreciation.
Be present: In meetings, give clients your undivided attention. Being fully engaged shows respect + builds trust.
Embrace feedback: Actively seek client feedback + use it to improve your services. Insights from clients are invaluable for growth.
Plan for challenges: Anticipate potential problems + stay prepared. Having a plan in place ensures you’re not caught off-guard.
Stay level-headed: Staying calm in all situations is key. Losing your temper never resolves issues + often makes things worse. A composed mindset helps you think clearly, respond effectively + maintain control.
Own your mistakes: When things go wrong, face issues head-on + communicate openly – transparency builds credibility.
Celebrate the wins: Whether big or small, acknowledge your achievements to maintain motivation + a positive mindset.
Ben’s wisdom is rooted in real-world experience + he shares a few memorable analogies to wrap up the episode >>
Don’t let perfection get in the way of progress – fear of judgement can stall growth. Focus on moving forward, even if it’s not perfect.
Don’t give small problems big energy – avoid giving minor issues undue attention, tackle them directly + move on.
Jade + Ben both agree that running a business requires resilience, sacrifice + a willingness to give before receiving returns. The hard times sharpen your skills + makes you appreciate when things are good.
By sharing their experiences, Jade + Ben hope to inspire others to embrace challenges and work towards success. If you’re ever in need of advice, they’re always up for a chat 😉