Man vs. the Machine — How to Create High Touch Client Experiences
In today’s episode, we tackle the important topic of how to create high touch client experiences in a world that’s becoming increasingly digital. With real estate becoming more tech-driven, it’s easy to lose the personal connection—but that human touch is what sets top agents apart from the machines.
Technology Can’t Replace You
We reflect on a quote from a Brad Inman article about two agents: one glued to his phone and the other fully present. The takeaway? Clients still value the human connection. While technology can make your business more efficient, it should never replace thoughtful communication and attention.
Your Phone Is Hurting Your Client Experience
We explore how phone usage—especially during showings and appointments—can erode client trust. A simple habit like explaining what you’re doing when you pull out your phone makes a big difference. Clients need to know you’re focused on them, not distracted by notifications.
Client Experience Over Chasing Leads
The most successful agents aren’t always the ones generating the most leads—they’re the ones serving their current clients exceptionally well. Before asking for more business, make sure your existing clients feel cared for. A high-quality experience can turn one transaction into multiple referrals.
Simple, Free Ways to Be High Touch
You don’t need a big budget to deliver a memorable experience. Free or low-cost ideas include:
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Handwritten notes
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Personalized checklists
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Vendor lists and utility guides
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Thoughtful communication throughout the process
These small touches go a long way in showing you care and creating a positive, lasting impression.
Don’t Let the Machine Win
Tech companies like Zillow are pushing to digitize the real estate experience, but that doesn’t mean they’ll win. If you want to stand out, focus on how to create high touch client experiences that technology can’t replicate. This includes being present, showing empathy, and following up with intention. Machines can’t send personal notes, walk a seller through emotional decisions, or help a nervous buyer through closing day.
Be Human, Helpful & Their Favorite Realtor.
The future belongs to agents who lead with service, not speed. Whether it’s calling a seller just to check in, involving your clients in fun social media moments, or simply remembering a personal detail they shared, being thoughtful builds relationships and a referral-based business.
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