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"OH YEAH...I forgot. You are NOT like my last REALTOR®. You ACTUALLY listen to me."

Over the holidays, I received an email from a buyer client requesting to take a look at property she discovered while searching my website. Immediately, I replied to her email...explaining that I was out of town but that I would love to show it to her as soon as I returned.

Within minutes, she replied to me...thanking me for responding to her email so quickly and apologizing for interrupting my holiday celebration (which she did not do!). In a post script, she wrote..."I just have one question. I receive your daily listing updates, but this home has never been included. I found it on my own. Since it is in my price range, why didn't it show up in the listings you send? Sorry to bug you...just curious."

Having only a few minutes before my family sat down to dinner, I simply replied, "Sure...I'll be happy to explain. This home was not included because it does not meet the search criteria that you established. When we first spoke, you asked me to ONLY send you homes with 2 car garages. This home has no garage. Of course, I'll still be happy to show it to you...AND...if you'd like, I can easily modify your search to include homes without a garage. Just let me know, and I'll take care of that change right away."

The next day, I received this response..."OH YEAH...I forgot. You are NOT like my last REALTOR®. You ACTUALLY listen to me."

YOUR BUYERS ARE TALKING...ARE YOU LISTENING?

Written and Posted by:

Elizabeth Nieves - Broker, REALTOR® -- The Elizabeth Nieves Realty Group @ Keller Williams (A Bilingual Real Estate Team serving Raleigh, Durham, Chapel Hill NC and surrounding areas.)

Search Raleigh, Durham, Chapel Hill Homes for Sale

Posted by Elizabeth Nieves - Bilingual Raleigh - Durham North Carolina Real Estate Team on 01/06/2008 10:41 PM

Comments (41)

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Originally posted at: Raleigh - Durham...A Real N.C. Girl's Perspective: "OH YEAH...I forgot. You are NOT like my last REALTOR®. You ACTUALLY listen to me."

41 Comments on "OH YEAH...I forgot. You are NOT like my last REALTOR®. You ACTUALLY listen to me."

JAN

2008

That's a nice thing to hear from a client. Good luck in finding them a home!

It "pays" to listen to people, huh.. :-)

I will listen to any buyer who comes my way! Actually, I received a call Friday from some one who wants to buy land here and build later. I was the first Realtor after calling 4-5 who was even interested in showing he and his wife land. That's sad...They just want to plan their forever home! Should it be so darn difficult to get some help?

That mean you left your client with a great a impression on how you do business by letting them know that all there needs and wants will be taking care of. Great job!

Oh gosh, that was all about me! I'm sorry. Elizabeth, I know you would listen to any reasonable buyer because that's just the way you are! Small world, this guy's son lives in your area.

Great post, Elizabeth. It's not just our job to send our clients unfiltered information and simply say, "Which do you want to see?" Our buyers rely on us not to waste their time, and not to put them on the trail of property which we do not believe, in our professional opinions, to be viable options (for investment purposes as much as personal use). Some people want to see everything, even the undesirable options. They get a big caveat with the ones I cannot in good conscience recommend. Well done, Elizabeth!

The first part of every conversation is listening.

Elizabeth, I would expect no less of you than to listen to your clients :) It's amazing to me how many agents don't and then wonder whey they end up calling the number on a sign in front of a house they like.

WOW! I had almost the exact same conversation today! How strange is that?! Clients are really thrown off guard when you really listen. They sometimes have forgotten what they said, but if you remind them it comes back like a beautiful sunrise!

Truly listening is a timesaver to both the client and the agent. Well done, Elizabeth.

Hi Elizabeth...that picture is a hoot.

I don't show my Buyers anything that doesn't fit...until I know them better. There are times I will show them something that I know they will love...even if it doesn't always fit (but I tell them ahead of time)But NEVER out of their price range!

Elizabeth, What can I say?, the client said it all. I mean if you don't listen to their needs how can you possibly meet them?

Elizabeth, I love those happy emails....when someone acknowledges you in a special way. I'm sure it was a nice thing to get and you've made quite an impression on them.

JAN

2008

Elizabeth-How true this story is. What an impact we have on our clients by listening. You, my dear friend are an excellent listener and I can only imagine the gratitude each of your clients have for you. What a great graphic too. That one cracks me up. Have a beautiful week. Much love sent to you!

I love these stories Elizabeth, as they happen all too often. I have a habit of calling prospects also to go over their criteria monthly to ask about any additions or deletions. All of them without exception has been happy that I've done this.

Elizabeth: Good for you, and good for your buyers! Good post... we all need to be reminded to really listen. Thanks! Have a blessed day.

Elizabeth, doesn't that just get you, they give you the criteria, then find something on there own and want to know why we didn't send them that one. Once you look it up, it didn't fit what they told us. I try to make my as broad as possible, but garages and basements are priorities. So yes we listen, but they are not always sure exactly what they want.

Elizabeth... Happens all the time..... My last discussion with one of my clients confirmed they only want to search for a home in the town where they are currently renting since the children are school aged. They called the other day to request seeing something in the next town.... Not even the buyers really know what they want....

Great story Elizabeth. Many of us forget that God gave us 2 ears but only 1 mouth. Maybe we should listen twice as much as we speak. James 1:19

Elizabeth,
You handled that very well. Clients often give us specific criteria and in reality, their wants and needs are that specific. Listening? So very important!!

Elizabeth...Great story! I always stress to my buyers that I will put in the exact search criteria they tell me. But recommend they don't narrow it down too much...they can always choose to see something or not.

Elizabeth - What a great story! I love the photo you picked! I think if we ever learn to keep it zipped and listen to what our clients are really saying it would help a lot. A deal can be killed very quickly if we keep talking. I love that your client sees your value! So do we! ;-)

Elizabeth, Too many people are too busy talking about themselves to listen to others. Thanks for the post.

LISA- THANKS!! I'm working on it!!

NICK- Uh huh!! :-) That is probably one of my top three business skills...really listening. I mean, face it, don't you like it when someone listens to you? :-)

NAT- I suspect that many agents are a little intimidated by selling land. If they have no experience, they may feel that it is outside their comfort zone. IF that is the case, they should admit that to the client and offer to help find someone. I'm so glad they called YOU!! I know you will take care of them.

LORINDA- That is exactly what I hope! It seems that she sees that now. Thanks for commenting!

NAT- It is FINE with me that it is all about you. That is how this works...one thought inspires another. I LOVE it!! Good luck with them!!! They are in GREAT HANDS!!

PAUL- Thank you for your encouraging words (as always!!) I do try to keep my clients focused on their real goal; however, there are some who insist on seeing everything...because they believe it is their obligation to see EVERY home on the market in their price range before making a decision. With that type, I usually try to schedule one day to see everything I know they won't like...so that they get back on track. It works most of the time!

VALIANT- I totally agree! IF we don't listen from the first conversation, we all always behind.

Elizabeth - Whew! If that isn't a wake-up call post, I don't know what is!

Marc - Uh...something in your comment resonated with me...(self reflection commitment for 2008, no matter how uncomfortable, I'm going to at least examine what I get handed) Thanks for THAT comment.

Jackie

LISA- Why thank you, my friend! I think that the more we listen (if we can get them to talk) the better chance we have of connecting. It is much more difficult for a client to go elsewhere in good conscience.

CAROL- I'm not surprised. GREAT minds think alike! You are so right...they will forget...until you remind them. Now that is when they want to remember. I've also had a few who conveniently lost their memory of our conversation. :-)

ELAINE- You are absolutely correct! If you listen, you can find what they want much more quickly. THANKS!

JOAN- I'm EXACTLY the same way! IF, from listening to them and our experience, we feel that they really need to consider something they might not realize is available...it is our responsibility to present them with the option. I've had that work out favorably many times. :-)

GINGER- SO RIGHT! We may be great realtors...but that still does not make us mind readers.

CAROLE- You are sooooooooo right! They always seem to come just when you need it too!

JULIE- Why thank you, my dear!! Back at ya, my friend!! Luv ya much!!

KRIS- That is a great idea. While I don't have a specific guideline to check back in monthly...I do often remind them that I can change it anytime. I like your way a LOT!!

JAN- Thank you! You have a blessed day also!!

MISSY- You are SOOOOO right! I think that is the importance of asking and then asking again. You know as I do that often our buyers start out the process a bit unrealistic. As they see the reality of exists...everything comes together. Thanks for sharing!!

DAN- EXACTLY!! We have to be flexible also!

DON- I like that!! 2 EARS 1 MOUTH! Got it!! :-)

CYNTHIA- THANKS! I wonder how much headache we could avoid by truly listening. Just a thought!

MONIKA- EXCELLENT advice!! I say the same to my clients. I think there is so much on the market that it is overwhelming at times. Thanks for commenting!

LINDA- You are TOO SWEET!! Thanks, my friend!

MARC- Truer words have never been spoken, my friend! I need to hear them also. Thanks!

JACKIE- I'm with you, my friend! TRUTH IS TRUTH! Thanks for sharing!!!

Blessings EVERYONE!!!! Luv you guys!!!!

Great story! Amazing what happens when people actually listen!!! Thats actually an area I have to work on... I tend to zone out sometimes and forget to listen.

(You changed your meez. Did the snowman melt in your arms?)

Yep...it just goes to show that there are still realtors out there who cares.

Elizabeth, Listening to clients is like listening to God. We have to be able to shut up long enough to hear what is being said to us. It takes practice for most but is a great once you learn.

Hi Elizabeth! Listening pays off. God bless you my loving friend.

Great story and example! I hope you are able to bring her to a successful closing. =)

Elizabeth, Part of our job is to listen to the client and try to satisfy them. It is great that you are a listener!

Elizabeth, nice one. Good stuff to remember. I think I "heard" you say something like that before.

List and Sell (with our ears open) Gary @ RentonHomeFinder

I hope they listen.....

;-)

JAN

2008

MARTIN- OBSERVANT!!! Well...the snowman and I decided it was time to see other people. He's off dancing with some other chick now!!! Now...It's just me and my phone. (And Diego, of course!!!)

NETTA- I assure you that there are a lot of us! Thanks for commenting!!

HUGH- It does take practice, but it is worth the work. Thanks!!

SONDRA- Back at ya!!! :-)

LISA- I'm working on it!

ROBERTA- I'm not perfect, but I really care. Listening shows you care. THANKS!!

GARY- You probably did...cuz this is a biggie for me. Keep it going, bro!

ALEX- THANKS!!! :-)

JAN

2008

You were listening. How many were not. I have to sharpen my listening ears because at times i DO miss hings. Thanks for the reminder sister in Christ.

JAN

2008

ROBERT- We all fall short...but God is not finished with us yet! :-) GBU!!!

JAN

2008

Elizabeth that's a great point. I know there are alot of people that view agents as no better then car salesman and the only way to show them they are wrong is to rise above their misconceptions. Great job!

JAN

2008

I forgot to add to my comment above. Listening is an acquired taste. many of us in this business don't have it. And look what it leads us to.

SANDY- thanks so much! You are absolutely right. We have to change the image that some in our industry have created.

ROBERT- You are soooooooo right! It is not easy, but it is very important. Thanks for adding your wisdom. GBU!

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