As a real estate professional, your job hinges on establishing a relationship with your clients that’s built on trust and respect. If prospective homebuyers don’t trust your judgment or expertise or question your motives with them, chances are even the most exquisite property on the market won’t catch their eye. On the other hand, if you can establish a good rapport with your customer base and assure them that you’re dependable, reliable and have their best interest in mind, the process will go much more smoothly and leave both parties content at the closing.
To that end, let’s discuss a few ways you can help establish this positive working relationship from the get-go.
1. Listen intently to their needs.
Sometimes, you meet a client, and after only five minutes of talking with them, your wheels are already turning. You have a few properties in mind that would be ideal for them! You can take them to an open house tomorrow that would knock their socks off and check off everything on both their “wants” and “needs” list. While that can definitely work in your favor and pay off in the end, it’s important that you listen carefully to their plans, goals and expectations before you start throwing options their way.
Doing so shows that you’re not just in this to make a quick sale. Rather, you seriously want to see them get into the home of their dreams. Their perfect home might not be available in your area, but if you talk less and listen more, you can help them find a property that’s a very close match. For instance, a client might mention that he comes from a big Italian family that loves to cook and a well-stocked kitchen full of light, counter space and the latest appliances is a must-have. First, you can show you were listening by sharing a related anecdote of your own, or by pointing him in the direction of a resource like this blog. Then, you can launch into a list of homes that come equipped with the kitchen of his dreams.
2. Think twice before making a promise.
Competition within the real estate industry is ramping up. As such, you may be only one of a handful of local real estate agents that your client is interviewing. To win their business, you might be tempted to throw all kinds of guarantees their way. For instance, you might promise that you can get their current property sold in two weeks, or that you can find them the new home of their dreams in a specific school zone, no questions asked.
If you’re absolutely sure you can make good on those offerings, they can be great selling points. However, think twice about promising a specific timeline, housing feature, location and more. You might work yourself into a hole that’s hard to crawl out of if something goes awry in your plan. You can never be certain that a home will sell within a specific timeframe or that a client will definitely be able to come out on top of a neck-to-neck bidding war.
Instead, share your averages so they know what to expect when working with you. What’s the average length of time it takes you to sell a house, for instance? This way, they don’t enter into a partnership unsure of how you’ll deliver.
3. Do the work for them, before they do.
You might find yourself working with someone who has experience working within the real estate sector. Maybe this person flipped houses for a living at one point, has sold or bought multiple properties, or used to be an agent himself. These clients know their stuff and are often the first to point out new angles to take or new strategies to try.
For example, you might be working with a client who’s home hasn’t sold after more than a few months on the market. As the real estate professional, you know that the next move might be to reevaluate the asking price. If this is an applicable strategy, speak up and share it. Don’t wait for your client to suggest it at your next meeting. In the same vein, don’t wait for your client to show you an ideal MLS that meets their budget, wants/needs list, square footage, location, school zone, and more. If such a fit exists, you should be the one to find it first. As you take control, be sure to do so patiently and respectfully, in a way that simply establishes your expertise and alleviates the client from doing too much legwork.
4. Keep in contact with your clients.
Nothing turns a client away quicker than a real estate agent who isn’t available or never has the time to take their call. Keep in mind that buying or selling a home is one of the biggest financial and life decisions a person will ever make. Even if they’re one of your dozen clients, you’re controlling a very large aspect of their lives and as such, you should treat the duty responsibly. No, you don’t have to leave your phone beside you all night in case a great property pops up at midnight, but it is wise to make yourself as available as possible during working hours.
If you miss a phone call, aim to return it within one business day. The same goes for email or text messages, as well.
At the end of the day, a happy client is one who feels that his real estate agent is looking out for him, has his best interest at heart, an is actively pursuing the ideal property or buyer for his needs. You already know you’re the agent for the job, but does he? Make your expertise, industry knowledge and connections known, but do so in a manner that establishes trust at every turn. When you’re handing over their keys to a great new venture, you’ll be glad you did.
