All you can do is congratulate them and wish them luck. Then you better figure out what went wrong with your program to stay in touch with your former clients.

I congratulate them and move on.

Congratulate them and move on.   

When people find a doctor or dentist that they like, they stick with them, but that loyalty doesn't usually hold up in the real estate business. Sometimes it's jsut a matter of out of sight-out of mind, or maybe a friend, relative, or co-worker recommended another agent. Not sure why they felt they had to call their former agent and annouce that they used another agent? Just congratulate them, and wish them well.

I kick myself for not following up enough with them. It's 100% our fault when that happens!

I just wish them good luck and do not show them my feelings are hurt. 

Smile and wish them good luck.  I guess I don't understand why they would tell you that and why you would need a response.

I wish them well and if the conversation allows I find out more details about it so I can figure out what went wrong. 

I congratulate them and move on.

Jack, I would say AWKWARD!   I have had homeowners call and say they had a special circumstance and had to use "a builder's REALTOR" to get a discount, and always appreciate the heads up before I see it on MLS.    I think would ask the "former clients" why they did not call you versus using someone else.  

You wish them well and move on.

It is a good reminder to stay in contact with past clients.

I would put the onus right back on me.  How often did I contact them, did I ever provide them any related real estate information of value, what can I do to make sure this never happens again.  The cost to acquire a client is more than keeping one.

Happens to the best of us :) Jack the fact that your asking means you care about your business and look for ways to improve. 

Jack Lewitz I have to agree with Kevin J. May keeping in touch with former clients is important. Wish them well!

wish them well and move on, don't think I have had but one or two in 35 years the rest just never told me.

Jack - I don't know enough about those clients of yours to know how to respond. Were these just clients or friends, did you follow up with them consistently, did you know them prior to doing business with them, were they happy with your service when you worked with them, do they know you are still in real estate?

I would probably just congratulate them at that time, but if they were friends and I interacted with them on a personal level, I would probably try and earn their business back at some point.

Yes just happened to me. She said I thought of you but I didn't think you did this area as your area is so high end....I might add when she wanted to go have coffee or get together a few months ago I was too busy...): a lesson learned.

Early in my career I met a builder and his wife, he was interested in building several spec houses...we all hit it off, and I began listing and selling his homes.  We completed something on the order of a dozen or so transactions, and BAM!  Out of the blue, he started using another real estate agent.

I was shocked.  I went back and thought about our recent conversations, replaying again and again in my mind if I could have offended him in any way.  No matter how closely I scrutinized things, I could find no instance where I was anything less than the consummate professional.

Years later, I happened to run into him, and we struck up a friendly conversation.  I asked him what on earth had happened to our business relationship, and he replied that his wife was jealous of the amount of time we were spending together, and told him that he had to find another agent to represent him.

I state all of this, Jack, so that you will realize that what happened may have NOTHING to do with you!  

Like others said, the best course of action is to congratulate them and move on.

This question is perfectly teed up for a Loan Officer Jack.

I've read most of the comments below and, respectfully to everyone, I'm really quite surprised.  Most of what I'm seeing here is "congratulate them, keep your chin up, move on, wish them luck or re-examine your business model."

That was your business, and somtimes, you just have to fight for your clients.

So let's look at the stiuation here.  You have not one but two clients who are employed, maybe have assets, can prove income and reserves, have good enough credit scores etc etc. and they have the market experience of having purchsed at least two homes each, that we know of.  So they know and understand the process.  They also now have the additional experience of having worked with multiple real estate professionals after all this.

Since these people are not afraid to make a move and because people associate with like people, You can bet this won't be the last time they move and they have a bunch of referrals that probably look pretty close to the way they do. Pre-Qualified.  If they're under 30 for example, they probably have at least 3 more moves each before they retire.  That's 6 more transactions or 12 sides.

The next thing you do is set an appointment with them and go ask some questions.  Find out why they didn't use you.  How did their transactions go?  It's ok to tell them that you are disappointed and hungry to earn their business, their next transaction, their referrals.  Now, is also the very best time for them to purchse another property.  Vacation Home, Kiddie Condo, Rental, Office Building, whatever, before they blow their credit, get laid off, become disabled.  Maybe turn these people into Investors and help hem to build out a real estate based retirment plan while interest rates are still so low.

The next thing you do is be prepared to insulate the rest of your clients.  Do you always shop for a new loan officer? Or, do you have a seasoned relationship with one experienced mortgage consultant?  See what I just did there?

Surround yourself with a team of loyal highly qualified allied professionals and come to an agreement with them on customer service, communication, co-branding etc.  These folks will alert you to oportunities within your joint database or target market before the customer has a chance to go outside your circle of influence. Losing those clients may not have been anything you could have prevented if they were steered away by a disloyal referral partner.

Best of luck!

A former client?  Has not happened yet, but sure it will.  When a friend tells me, I wonder what I could have done to obtained the business.  But then I realize people are going to do, what they are going to do sometimes.  Some dont want a friend, or for a past client their Aunt, friend, dog groomer's sister,etc is an agent and they went with them.   I need to work on staying in contact better with past clients, good reminder for me.  Thanks!

I would ask about their new house, and congratulate them on the sale.

Like others have said, I would redouble my efforts to stay connected to the rest of your past clients.

I would feel that I did not establish enough relationship with the buyer. But sometimes, the other agent could be a relative or a very good friend, who recently got a license, and I will not feel bad then. I will try to find out, if it was a matter of neglect on my part, lessons learned. Strengthen the grip. Such is our job. We learn everytime and should apply what we have learned. 

TWO past clients choose someone besides you.

That does hurt. I've been there.

Don't make too much of it. Try to determine if the issue is 'with you' or simply a neglected opportunity.

Then, evaluate your business strategy. Are you focused on the 90 day market, educating the buyer/seller, or mining the referral opportunities.

Only you know where you must focus your energy.

Meanwhile, I would comment to these past clients, "I am sure you achieved the best outcome possible." However, based on your business strategy, don't ignore the rest of your client base. 

This is when I like sharing a new resource and encourage them to tell their friends. The CIS Score is one of those resources.