Communication is the glue that holds client/agent relationships together. How can you ensure you excel in this critical area of the profession?
A few tips to get you started:
- Listen. It can be tempting to stick to script a little too much when showing or discussing a property, but clients want to know that their real estate agent is reacting to their specific concerns and needs.
- Don’t always go for the immediate fix. If a client has an issue, it can be tempting to jump in with answers every time an issue comes up. But when you work together as real estate agent and client in order to come up with a collaborative solution, the client is not only putting trust in you, they’re also investing critical, creative thought into the perspective of owning the home. Don’t always say, “Here’s how to fix that.” Sometimes ask, “What are your thoughts on fixing that?” Or if you know of various solutions, offer them and ask, “Which would you choose?”
- Adjust your method and tone to the client, but don’t adjust yourself. If the client wants to communicate primarily by phone or by email, accommodate their preference. If they want things very professional, keep it on that level. If they want to joke around, be willing to share humor. Don’t change who you are to fit someone else – trying too hard will make it seem like you’re trying too hard to sell a property – but do practice being comfortable in several modes of communication and tone.
Above all, real estate brokers cannot delay communication. Clients want to feel like you’re watching out for them. Not returning a call or email for a day or two without warning makes it seem like they aren’t your priority. And, if they feel that way, they’ll find someone else who will put them first.