The Client Experience — B.E.N. Mastermind

How do you become the obvious choice in your market—again and again? In this session, our panel breaks down the service, systems, and intentional touch points that turn “good work” into a memorable client experience that earns reviews, referrals, and repeat business. You’ll hear practical frameworks you can plug into your business this week—no hype, no fluff.

What you’ll learn

How to set tone and expectations upfront (buyer consults, “facts not feelings,” and approval standards).
Delivery updates without emotion—calm, clear, and in control.
Phrases that de-escalate and protect client confidence (e.g., “Silence is your best friend… state it and stop talking,” “You’re not allowed to panic until I tell you to.”).
Simple CRM rhythms to stop “working harder, not smarter.”
Thoughtful touches that create delight (welcome-home moments, gifting etiquette for both sides).

Panel & Host

Moderator: Bennie Gray (@BennieGray)
Panelists: Tasha Rawls, Katrina Cherry, Shakeima Chatman, Monique Harps, Rasheda Mills

Resources mentioned

The Black eXp Network: https://theblackexpnetwork.com/
DTD2 explainer (lead follow-up framework):    • DTD2 Explained  

Connect with the panel

Monique Harps – IG:   / •   FB:   / monique.harps  
Rasheda Mills – IG:   / shedamills  
Katrina Cherry – IG: @coachkofrealestate • FB: Katrina R. Cherry
Shakeima Chatman – IG: @coachkeima • FB: Shakeima Clark Chatman

Want more?

Join the next B.E.N. Mastermind: https://theblackexpnetwork.com/master...
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