From Hashbrowns to Heartfelt Connections - Why Personal Touch Still Matters in Business
Jo Rawald • November 27, 2024
Building Relationships Beyond the Sale - Lessons from Breakfast at Cracker Barrel
This morning, over hashbrown casserole and coffee at Cracker Barrel, I found myself in a lively conversation with two fellow members of my Business Networking Chapter, BNI Wealth Builders. Joining me were Adam Zipper, an esteemed Real Estate/Title Attorney with over 40 years of experience (and enough stories to fill a novel), and Stephen Benson, a rising star in real estate with four years under his belt and a fresh take on the industry.
What started as a casual chat about real estate quickly turned into a deeper conversation about something much bigger—the value of personal connection in business.
The 91% Problem
During breakfast, Adam and I shared a statistic that left all three of us shaking our heads. According to reports, a staggering 91% of real estate agents stop communicating with their clients after the sale. That’s right—no follow-up calls, no check-ins, no birthday wishes. Nada.
Essentially, the majority of agents treat the end of a transaction as the end of a relationship. In an industry driven by trust and referrals, this approach doesn’t just seem counterintuitive—it’s downright baffling.
Disposable Culture Meets Business
Stephen enthusiastically explained how a marketing agency he knows of sends quarterly postcards to past clients, as if that was the gold standard of client connection. Meanwhile, Adam and I exchanged a knowing look. A postcard? Every three months? That’s the bare minimum of effort, not a relationship-building strategy.
And then it got worse. Stephen told us about an app called “Sly Dial,” designed to send your call straight to voicemail so you don’t have to actually talk to someone. At that point, none of us could hide our disbelief. Are we really avoiding conversations now?
This isn’t just about the younger generation’s avoidance of contact or real estate—it’s a reflection of a broader shift in our culture. With the rise of texts, emails, and automated messages, genuine personal interaction is becoming a lost art.
Why Personal Connection Still Wins
Adam, Stephen, and I, all agreed on one thing—nothing replaces a personal phone call. A simple, heartfelt “Happy Birthday” or a quick “How’s the new house treating you?” can mean more than a dozen mass-produced postcards.
Here’s why this matters. Studies show that 65% of a company’s business comes from existing customers, yet nearly half of businesses prioritize acquiring new clients over nurturing the ones they already have. Loyal clients aren’t just easier to retain; they’re also more valuable. A 5% increase in customer retention can boost profits by up to 95%.
In short, staying connected isn’t just about being nice—it’s about being smart.
The Solution - Marrying Systems with Personal Touch
Here’s the good news.
You don’t have to choose
between efficiency and authenticity. With the right systems in place, you can keep the personal touch alive without feeling overwhelmed.
Think automated reminders for client birthdays, streamlined scheduling for follow-up calls, or personalized email campaigns that actually feel personal. Whether you’re in real estate, healthcare, or retail, these processes can make staying in touch effortless—and effective.
My Challenge to You
If you’re part of the 91% who struggle to stay connected after the sale, it’s time to flip the script. Schedule a Discovery Call with me, and let’s create a customized process for your business. Together, we’ll design a system that not only keeps your clients engaged but also makes your life easier.
Because here’s the truth—clients remember how you make them feel. And a phone call will always mean more than a text.
If you’re looking for a real estate attorney or agent who truly values the "personal" touch with their clients, Adam and Stephen are your go-to guys. They’re not just knowledgeable—they’re genuinely committed to building relationships that last.
Reach out to them—you’ll be in great hands!
Now, let’s hear from you! How do you stay connected with your clients? Share your ideas in the comments or reach out to me to start building a strategy that works for you. Let’s bring the personal touch back to business, one call at a time.
You ever walk into Costco for one thing, and leave wondering what the heck just happened to your life? That was me last night. All I needed was paper towels. Just one 12-pack brick of industrial absorbency, thank you very much. But the moment I stepped through those magical warehouse doors, it all unraveled. First, I saw a velvet chaise lounge I definitely don’t need. Then - it was a six-tier spice rack. A kayak. A weighted blanket. A 5-lb tub of Gummy Bears I haven’t stopped thinking about. By the time I made it to checkout, I was $312 deep in, “Maybe I’ll use this someday ” purchases. And that’s when it hit me. This is exactly what shiny object syndrome looks like. Not just in Costco. In business. You start with a clear goal - launch a course, a new service or a new product, finish your website, close three new clients. But somewhere along the way, you get distracted by someone else’s launch, a new app, a Canva template you’ll definitely use one day. You buy a course. Download a funnel template. Rebrand your business at midnight. Before you know it, you’re carting around half-baked ideas and unopened tools you never actually needed, and your real revenue-generating work is buried under distractions. It’s a costly habit. Not just in money but, in time, clarity, confidence, and momentum. Here’s your wake-up call => If it doesn’t drive sales, systems, or sanity - put it back on the shelf. You don’t need more stuff. You need a strategy that works. One that moves your business forward with intention and impact. So if you’re tired of carting around the chaos, and ready to focus on what actually gets results - I got you. Check out the free resources on my site or book a quick call. No pressure. Just clarity, next steps, and a bold plan that keeps your eyes on the prize. Download your free Focus to Profit Blueprint so, the next time distraction shows up dressed as a business breakthrough, you’ll know the difference. With Grace & Grit, Jo Jo Rawald Growth Architect for Women Entrepreneurs | Lean Six Sigma Black Belt 📞 (305) 934-0006 | ✉️ jo@jorawald.com www.JoRawald.com | @xojorawald www.QueenKongBiz.com | @queenkongbiz
Have you ever had one of your childhood memories come crashing back at ya with full volume and suddenly you're 14 again... but this time, with 40 more years of hindsight and a whole lot more humility? Yeah. That happened to me last weekend.I had the honor of being a keynote speaker at one of the best women’s business events I’ve ever attended - the WFS Female Founders Forum 2025 , hosted by the phenomenal nonprofit Women for Success . The room was filled with powerful, purpose-driven women who weren’t there to play small. They came to scale, get certified, and secure the kind of legacy their Moms would brag about at church.
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I went to a networking event yesterday at Rosie’s Bar & Grill in Wilton Manors. Tropical-chic to the max. You know the kind of place - upscale casual, strong cocktails, mandatory valet. Now usually, I’m all about valet. But not yesterday. I wasn’t there to sip martinis or hang around all night. I could only stay for 20-minutes. That means - I was on a serious 20-minute mission: say hi, shake hands, peace out. Then, get back in my car to jump on a Zoom meeting! I certainly wasn’t about to drop $20 just to park my car for 20 minutes. No way! I pulled into the valet area, looked the guy dead in the eye, and said, “I’ll be in and out faster than your last relationship. Can I just park it right here?” And bless his heart - he said yes. Honestly, that should’ve been my win for the night. But then I met Sean Gac-Guerrier. Sean’s the Marketing Director at Excel Title, Inc. We started talking about dogs - and **cue the angels singing. We clicked instantly. Not two strangers meeting, more like two childhood friends who hadn’t seen each other in a decade! Sean showed me a photo of his dog, Dottie. I pulled out pics of my girl, Adelaide. Then he pulled out a photo of Dottie that stopped me in my tracks. Sean had a photo of what Dottie would look like as a human. Not a cartoon. Not a filter. I’m talking AI-generated, fully humanized, real-world, cardigan-wearing, intelligent-and-intimidating Dottie. I was mesmerized! It was as if Pixar and the FBI teamed up to design her. I looked at Adelaide’s pic… then looked back at Sean… and blurted out, “I need to humanize my dog!!” And I did. I went home, found the exact AI prompt, uploaded Adelaide’s photo, answered a few fun questions about her personality, and style - then… BOOM. Human Adelaide was born. Tall, lean, cozy-chic, with that unmistakable “don’t-mess-with-me-but-I’ll-still-hug-you” vibe. She looked like she ran Homeland Security and still had time for tacos and espresso martinis on a rooftop. Honestly? I stared at the image for like five minutes. Because it wasn’t just about making something cute. It was about seeing something familiar - something you know - come to life in a new way. Here’s the AI Prompt if you want to try it yourself:
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