Creating standout client experiences is super important in real estate. One powerful concept that top-performing agents and agencies use to elevate their service is High Impact Touch Points (HITPs).
Whether you’re selling, leasing, managing, or growing a property portfolio, knowing how to identify and optimise your HITPs can significantly improve your client satisfaction, retention, and referrals.
What Are High Impact Touch Points?
High Impact Touch Points are the key moments in your client journey that have the most influence on how someone feels about your brand, service, or professionalism. These are the moments that clients remember, talk about, and judge your service by.
Examples of High Impact Touch Points:
- An open home
- The settlement day
- A listing presentation
- An auction
- A buyer meeting during negotiations
- A client event, such as a quarterly wine and cheese night
Each of these touch points carries emotional weight and offers an opportunity to reinforce trust, build rapport, and elevate the client experience.
Why HITPs Deserve Special Attention
The way you handle HITPs often determines whether a client becomes a raving fan—or a frustrated one.
These moments are your brand in action. It’s not just what you say, it’s what they experience.
If you deliver excellence consistently during high-impact interactions, you build momentum. Clients feel supported, understood, and confident in your process.
Low Impact Touch Points Can Become High Impact (If You’re Not Careful)
There’s another layer to HITPs that many people overlook: seemingly low-impact moments can become high-impact when something goes wrong.
For example:
- A signboard placed on the wrong side of the property
- Getting a client’s name or address wrong
- Failing to follow up when promised
While these might seem minor, they become pain points when expectations aren’t met—instantly elevating them to high-impact status in the client’s mind.
This is why attention to detail is critical. Even small mistakes can undermine an otherwise smooth experience.
How to Maximise Your High Impact Touch Points
Here are a few ways to ensure your HITPs create a positive and lasting impression:
- Map out the key moments in your client journey and identify which are high impact.
- Elevate the experience at those touch points with thoughtful communication, personalisation, and professionalism.
- Pre-empt potential friction at low-impact touch points and make sure expectations are aligned early.
- Respond quickly and positively to complaints or issues. In fact, resolving issues well can become a marketing strength—a concept known as “complaint marketing.”
Turning Complaints Into Opportunities
One final insight: mistakes can happen, but how you recover matters even more.
When you respond to a complaint and solve the issue better than the client expected, you often turn a negative into a powerful loyalty driver.
Clients don’t expect perfection—they expect care, responsiveness, and a genuine effort to get things right.
Final Thoughts
Understanding and mastering your High Impact Touch Points can be a game-changer for your real estate business. It’s where you build emotional connection, showcase professionalism, and differentiate your service.
If you want more referrals, repeat business, and standout client experiences—start by getting your HITPs right.
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