Most people think all real estate professionals do is sell homes. Those of us in the industry, or should I say those of us who view real estate as a profession and not just a part time job, understand that as agents and brokers we really wear many hats – we educate, help plan, offer designing and staging advice, research, market, and counsel…which has many subcategories, from advisor (of course being careful never to offer legal or financial advice, unless you are an attorney or financial advisor) to therapist.
Taking great care of clients requires a variety of skills, including patience, dedication and the ability to teach and communicate. Most importantly, it involves compassion – those who excel at client care see every real estate sale as not just a paycheck, but as a big decision for their clients, and the clients’ needs and concerns are and should be the top priority. This is not as easy as it may seem, and sadly there are agents who are not able to properly care for their clients.
Here are some great ways to make sure you are giving your clients what they need from day one:
1. Communication is key: phone calls, email/text reminders. Communication is obviously key to a successful relationship. Find out how your clients like to receive information and call or send (or both) reminders a few days before, such as when paperwork is due, inspection dates, or when contingencies need to be removed.
2. Provide a playlist. No matter who your client may be – a first time homebuyer, second home buyer, investor, seller or distressed seller – everyone benefits from having a list of what to expect. From the start it is helpful to provide a playlist of what your client can expect from you and how the process works. When you list a home or open escrow with a buyer, you should present your client with a list of dates and timelines, highlighting what will happen and what is needed from the client at what times. I also include what I will be doing in these lists. Of course, a list for a first time homebuyer will likely contain more information compared to one for an investor, but nonetheless this is a great tool.
3. Calendar. I like to include a calendar with my list, with each item from the list entered on the calendar, since people have different preferences as to how to decipher information. It may see redundant but it is a visual aide and many people like this.
4. Let clients know how to reach you, and be available. Believe it or not this is very important. Clients want to feel that they can get a hold of you if they have questions or concerns. I have had several people tell me they didn’t like their last agent because s/he was hard to get a hold of.
Helping others is really the crux of the real estate business. Buying or selling a home is one of the biggest decisions of many peoples’ lives, and agents need to keep this in mind. Help your clients to understand the process. If there are concerns, figure out how to address them so that the clients can decide whether to proceed or not. If you do the right thing you will be rewarded far beyond expectations down the road, and you will enjoy your work.