We’re excited to introduce you to the always interesting and insightful Heather Gossen. We hope you’ll enjoy our conversation with Heather below.
Heather , thanks for taking the time to share your stories with us today What’s been the best thing you’ve ever seen (or done yourself) to show a client that you appreciate them?
Showing my clients gratitude is the heart of my business. I want people to walk away from their real estate transaction completely blown away by the experience they received from me. Throughout each real estate transaction, I deliver gifts at specific moments to show my appreciation. For example when I work with someone on selling their home, I send a gift to their home before ever meeting them. I am grateful for the opportunity that they are giving me to meet with me, inviting me into their home and discussing with them the process of selling their biggest asset. The gifts are paired with gorgeous marketing and high level service and communication as well. My favorite part is bringing them a beautiful candle during the photo shoot that says “Enjoy the fragrance, we will find a buyer before the wick runs out.” Most real estate agents give a gift at closing but I love to show gratitude through the entire journey and even after their home is sold. It’s my goal to have a client and relationship for life and I maintain this through exclusive client events beyond closing and consistent communication and engagement.
Great, appreciate you sharing that with us. Before we ask you to share more of your insights, can you take a moment to introduce yourself and how you got to where you are today to our readers
I began my career working in advertising and moved into something I had wanted to do my whole life: real estate. In the 14 years in the real estate industry I combined what I learned in advertising with high-level customer service which set me on a path to create a unique client experience system for everyone I work with. It gave me an excuse to give gifts and one-of-a-kind experiences to people under the umbrella of my business. Delivering “wow” moments through the real estate transaction has helped scale my business and set me apart in what can be a very challenging time in life. I discovered that how I loved on my clients and sphere was unique, and that by investing more money in them and in the right ways I can make even more of an impact and deliver a better experience. Most of by business comes by word of mouth, repeat and referrals. I have turned these concepts into a program called The Gifted Agent that teaches other real estate agents and sales professionals how to apply the concepts of gratitude and gifting to their clients’ sales journey.
What do you think helped you build your reputation within your market?
Servant leadership and kindness. Mine can be a very cut throat business and I learned that treating everyone, customers and other real estate agents, with kindness goes a very long way. It is not hard to send a thank you card, a quick video text on their birthday, or use good communication with other people. Unfortunately, the ideas of humility and putting others first easily gets pushed aside. I am on a mission to bring back gratitude one interaction at a time! I want people to leave my presence happier than when they met me!
Are there any books, videos or other content that you feel have meaningfully impacted your thinking?
When you think about companies who are founded on elevated customer experience, most people think of Disney, The Ritz Carlton and Nordstrom. There are amazing books written about all three that are great to reference and pull out ideas to apply to any consumer facing business. When I read them I ask myself, “how can I take my client’s experience to the next level?” “What else can I give them?”
Contact Info:
- Website: heathergossen.com
- Instagram: @hgrealestategroup
- Facebook: HeatherGossenRealEstateGroup
- Linkedin: https://bit.ly/heathergossen
- Other: TikTok @heathergossenre
Image Credits
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