By Rich Schiffer, Weichert Realtors
In reading other blogs and articles, there seems to be a push in this industry to put out articles that are "lists": Lists of Tips, Things to Do, Recommended Reading, etc. I hesitate to add to this genre, since may of the ones I have seen lack real substance, and do little to generate continued discussion. However, I will endeavor to provide in this article a list of things to keep in mind when serving the needs of a senior client. Let me say in advance, that the list is easier said than done.
Before I give you the list, let me give you some background, so you understand a bit more about how I got here:
Chris Elizabeth Griffith posted an article that got me thinking about the dynamic needs of the Senior client:
Though I do not have the SRES designation, I do live next door to my Mother In Law, who is has been able to get Senior Discounts for 25 years or more, now. Suffice it to say that I understand that patience is often the greatest tool a REALTOR can use when serving seniors. In my limited experience, I have found that many seniors feel they know how things are, and how they should be done, because that was the way it was done 50 years ago. Educating someone about the way things are done today can be challenging, since you have to do it in a way that doesn't invalidate their knowledge and experience, as out-dated as it may be.
Another big challenge I have seen is protecting them from potential identity theft. Telephone surveys may appear legitimate (and seniors love to give their opinions on current issues) but may also be elaborate ruses to get the "participant" to divulge sensitive data that might be used to perpetrate a scam. (Even a simple question like "What pharmacy do you use?" can be used to set up a Medicare billing scam.)
So, with no further ado, here is the promised list:
5 Tips to Providing Quality Service for Seniors
- Respect their experience and knowledge.
- Dispel any misconceptions very gently
(keeping #1 in mind) - Educate them about the process
(keeping #2 in mind) - Be Patient, especially if you have to repeat yourself.
(keeping #1 and #2 in mind) - Protect their interests, Advocate for their needs, and remember your fiduciary duties always.
The list may seem over simplified, but you may find that mustering the level of patience needed may be difficult at times. Interestingly, when you examine this list, you will notice that there is nothing that is actually applicable only to Seniors. If you follow this list for all your clients, regardless of age, you will be in good shape.
Of course, there are certain age-specific things that you must familiarize yourself with if you are going to provide service for seniors. Having knowledge of Reverse Mortgages, Senior Communities, and your state and local senior activities and groups will help you provide valuable advice to your client.
Do those of you with the SRES designation have any pointers you would like to share with the rest of us?
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