Little acts of thoughtfulness and kindness go a long way to making anyone feel loved and appreciated, and this applies equally to real estate clients.
Your job is to help people buy and sell their homes, and your attitude and communication skills can create a good experience – or a forgettable one, if you neglect the important details.
So, if you want the buyers and sellers who make up your clientele to love you, here are some of the things you should do.
Ask the right questions
Show genuine interest in your sellers and buyers by asking well-considered questions. Find out what they are looking for – never assume that you know.
Questions to ask:
Specific details about the type of property they are looking for.
What they particularly do not want in a property, eg, a swimming pool or noisy neighbours.
How long they expect to own or live in the property.
Whether they have worked with other agents. If so, were they satisfied or dissatisfied with their services and why?
Listen
Effective communication relies on each person really listening to what the other is saying. Actively listening shows that you really care about what your clients want and they will love you for it.
Pay attention and actively listen to your client, without interrupting.
Respond to what is being said.
Give your own input but keep to the topic.
Feedback
One of the most common complaints about unsatisfactory agents is that they don’t provide proper feedback, or don’t do so regularly. Agents who are good at keeping clients informed about the progress of their property transaction are high on the list of agents loved by clients. Sellers want to hear feedback and results of enquiries and viewings, but maybe not after every one. Buyers and investors are interested in new property listings, so note their criteria and alert them using their preferred medium when a suitable property comes up – they’ll appreciate your attention to detail.
Ask how your clients like to be kept up to date about their property sale or house hunting project. Some will prefer phone calls whereas others will be happy with text messages or emails. If you are texting or emailing, ensure that your spelling and grammar are faultless - and above all, that the information you provide is correct.
It’s important to respond to messages from clients as quickly as possible. Clients tend to lose faith in your abilities if you are habitually slow in responding.
First impressions
You only have one chance to make a first impression when you meet a new client, and your facial expression, posture and grooming all play a part. Stand up straight, relax by lowering your shoulders and breathe naturally. Folding your arms signals lack of interest, so carry a clipboard or some brochures to occupy your hands.
Make clients feel special
The most successful estate agents are those who make others feel special, which entails being responsive to clients’ needs and questions. Remember to always treat everyone with respect and master the communication skills that will help you build successful relationships with people from all walks of life.
