Place New Farm Lead Agent, Alex Rutherford attracts a large repeat and referral clientele with her dynamic and very straightforward approach. 

With her friendly demeanour, infectious laugh and ability to understand her client’s personalities and needs, once meeting Alex, clients know which agent they will use well before they need one.  In fact, two of Alex’s upcoming listings are for clients who sold/bought with her a decade ago.

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WILLIAMS MEDIA spoke with Alex about how she maintains her relationships with clients over the long term.

How do agents maintain these relationships?

Over my 20-year career, I have made sure my clients receive a personal call on their anniversaries of either buying or selling; this is extremely important for continuing my client/agent relationship. 

Each time there is something important happening within their area, I always contact my past clients to discuss the news/event etc. My past clients are always at the front of mind when sending out targeted marketing as this in turn helps us build and retain these relationships.

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Why do clients return?

Many of my clients see that they are treated more like friends or family. I am a very straightforward person and will always deliver what I promise, I stand for what I believe in and I will always guide my clients through the process the best way I can.

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How often do you stay in touch without being too persistent?

To maintain my relationships I usually keep in touch a minimum of 2-3 times a year.

What do you do differently to gain and maintain client’s trust (especially over a decade)?

I gain my clients’ trust by ensuring I stick to my word and never over-promise or under-deliver. I am prefer to under-promise and over-deliver.

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What is the nicest thing a client has said to you?

This one is hard as each of my client reviews are lovely and I extremely value what my clients think or say, but one of the most recent reviews I received was:

 “So professional. We are lucky to have Alex in our corner. Since meeting Alex in the 90s we’ve dealt with her on many occasions. Alex always comes across in a calm, friendly and professional manner and has exceeded our expectations in knowledge and results on every occasion. Best thing is she doesn’t seem like your typical agent. She has become a close family friend and that doesn’t happen often. Genuinely impressed and that doesn’t happen often either.”

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