Let's spend 5 minutes with Samara McCrohon at Raine & Horne, Cleveland.

Samara, what are some areas of service that get clients talking positively to other people about their property manager?

Service, Rental/Income Returns, Vacancy Rates  and Protection of Assets.

What have you found that motivates clients to provide referrals?  Persistence, service, opportunity, value, money/prizes, a particular time or something else?

Value for Money, Exceptional Service and then to be merely asked once that rapport is built.

Do you use any written materials, handouts, promotions or flyers with clients around the topic of referrals?

The referral cards are fantastic - its all about letting people know that I love referrals.

What about referrals from other businesses – “cross referrals” or referrals from “Centres of Influence”? Are they important in your industry and, if so, how are they cultivated?

A majority of my business is generated through developers.  It is hugely important to advise them that I appreciate the referrals which they are generally happy to give when they see excellent service. But a little sweetener is always nice. A gift of movie tickets, dinners or wine, seems to keep me top of mind for new business.

What ways have you found effective to engage clients in a discussion around referrals?

I switched the words “I have been flat out” to “I have been receiving plenty of referrals which is fantastic’. This appears to spark interest in my clients who ask “why” I then launch into my spiel and always ensure that they know that by referring me to others, they will get rewarded.

Can you share your #1 client referral tip with us?

Build the rapport and ask the question.

Ok, let’s help out all the readers of this interview who are probably wondering “Who would be an ideal referral for Raine and Horne Cleveland?”.  Who should they be thinking about?

• Friends/associates/family looking at purchasing an investment property in the Redlands.
• People they may know who are investors.  These people don’t have to have property in the Redlands but they may definitely acquire some after talking with our agency.
• Anyone needing free, friendly property management advice.

Thanks Samara! You can check out the entire Raine & Horne Cleveland team for all your property needs – sales, purchases, property management and more – at www.rhq.com.au/cleveland/.