Since the real estate industry is one of relationships - it's vitally important for agents to know how to talk to their clients. While seasoned agents and those with great success are always looking for ways to grow themselves as an agent; communication stands at the forefront to success.
We've compiled these tips on how to talk to clients to help agents get comfortable with communication, gain more referrals, and have success as a real estate agent!
What Not to Say
So, first things first, let's get into what to stay away from.
As an agent, you don't want to be too decisive or pushy. Letting clients come to their own decision and opinion is part of the art of selling a home. The same goes for listing a home; let the sellers come to their own choices. Offer guidance, of course, but stay away from absolute phrases like "this will sell immediately" or "this property is perfect for you."
We also want to stay away from being obviously in a rush. For instance, "better act now or this will sell" doesn't help anyone or sound professional. A more tactful approach would be "this house is definitely a great option. I'll reach out to the other agent and see what the interest is" and then clarify that your clients are truly interested. No agent wants to be the one who's clients have buyers remorse.
Perhaps the worst thing an agent can say to a client is a definitive promise. What we mean is, never, ever say anything that promises a specific price or timeline. Why? Because this can't be guaranteed and agents should overdeliver if things go great, rather than underdeliver if anything changes. Talk to clients in a way that reassures them you know what you're doing (because you do), but don't make any promises that are out of your control.
Communication Best Practices
Be prompt
As the saying goes, don't let wait for tomorrow what you can do today. We're talking any documentation that can be done ahead of time, getting prequalified, and getting those finances in order. The sooner, the better.
We're also talking the quickness in which you, the agent, respond to anything regarding a deal. Sure, you have your own life and that should be valued ( re: boundaries below) but don't take too long by any means to get back to clients and other professionals.
Be patient
Agents may give advice that isn't taken on listing prices, staging, etc. - but they shouldn't ever acknowledge it. First of all, saying anything like "I told you so" or "I wish you'd listened to me" can definitely be taken the wrong way. Furthermore, patience is key when working in real estate and it's best to always be the bigger person.
Set boundaries
It's difficult. It's important. Have an off switch, for the sake of your life. Do not, we repeat, do not, tell clients to reach out "anytime." Some clients may actually do this - mornings, late evenings, holidays - you name it. That isn't necessary and if agents say it in passing to be kind - then they have no one to blame but themselves.
Make everything new, important, or special
Try never to talk in a way that makes clients feel less than special or like "work." Horror stories of previous buyers or sellers, anecdotes about past sales; leave that all in the past. Maintaining positivity will always paint an agent in a positive light.
When showing a home that looks like many others or is "trendy" it's important to not mention too much about the unoriginality. This makes a home feel undervalued or "basic" and no one wants to spend a large amount of money on something run of the mill.
Be transparent
Be upfront and as clear as possible, as much as possible. Being an agent with integrity is so important in getting referrals, instilling trust, and doing the best one can.
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