The Fastest Way To Get Clients Packing (to another agent) - STOP LISTENING TO WHAT YOUR CLIENTS WANT!

This post was written as a follow-up to Chris Ann Leland's well-written article:  Must Haves  In her "Must Haves" article, Chris Ann thinks outside the box by trying to help and assist her clients determine what the "must haves" are.   She uses a very basic example of a backyard fence. 

We've all heard of the comparisons with our industry to that of a "used car salesmen." Not many people like the cheesy hustle, the tawdry upsell, the "wait a second, I got the perfect solution for ya."  When real estate agents practice real estate like this, then the comparison is befitting.

Customer:  We'd like to test drive this car.

Hustle McHustleton:  Oh, you don't want that car . . . let me show you the one over here, barely driven at all, get's great gas mileage . . . this one is a real cream puff this one is!

Let's go with a "back yard fence" example.  You have clients who want a fenced yard.  They tell you it's a "Must Have"  

Hustle McAgent:  Oh, you don't want to look at houses with fenced yards . . . let me show you homes with no fences, come on, it'll make your yard look bigger . . . don't worry about the dogs, get them those . . . whaddya call 'em electrocusion collars.

 

Our job is to find them a house THEY want to buy with their stated must haves!

Of course, you can try to show them property that don't have backyard fences -- and you know what will happen? 

They're going to get really pissed because they'll think you're a dumbass for showing them homes with no backyard fence when they want to see homes with backyard fences. 

Or, even worse . . . they'll think you're Hustle McHustleton just trying to show them homes THEY DO NOT WANT TO LOOK AT!

If you really want to GET YOUR CLIENTS PACKING -- DON'T LISTEN TO THEM!  

 
 
My Pledge to My Buyers:
 
I promise to listen to your "must haves" and show you property that YOU want to see.  I won't make crap up about YOUR MUST HAVES being an obstacle to surmount.  Hey, if the home "must have" then I respect that.  I'll respect your intelligence to know that you know you can add a "must have" but prefer to FIND IT in homes we're going to tour.  I won't waste your time showing properties that ARE NOT OF INTEREST BECAUSE YOUR MUST HAVE are not there..
 

search Portland PropertiesEBA Portland ~~ 100% BUYER REPRESENTATION ~~ 100% of the Time

EBA Portland, LLC is an Exclusive Buyer Agency serving the Metro Portland real estate market since 1999. If you’re a Buyer in the Metro Portland area (including: Beaverton, Tigard, Hillsboro, Lake Oswego, Downtown Portland,) and contemplating a purchase, talk with a Buyer’s Agent . . . better yet, talk to an Exclusive Buyers Agent. Exclusive Buyers Agents do not work for listing brokerages or Sellers. An EBA’s fiduciary duty is: 100% BUYER REPRESENTATION . . . 100% of the Time.

 Carla Muss-Jacobs
503-810-7192
Carla@carlahomes.com 		         

BuyersAgentPortland.com

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20 Comments on Fastest Way To Get Clients Packing (to another agent) - STOP LISTENING

MAY
28
761,437 Points 61 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

GREAT post on this topic.  Love the photo at the bottom of the used car salesman.  Yikes.
7:14pm • #1
866,303 Points 18 Featured Posts Localism Sponsor Attended Rain Camp Called Shot Master

I couldn't agree more.. When I see folks say "buyers are liars"  I just think - maybe YOU weren't listening!  It is important to really hear what buyers are looking for.
7:17pm • #2
612,447 Points 40 Featured Posts Outside Blog Called Shot Master

GREAT job, Carla.  Listening to our clients truly does help us find their next home.  When we stop listening and learning about their wants and needs, WE lose and they will find someone who WILL listen to them.  This is EXACTLY the reason I got my license - I was tired of agents doing next to nothing and ignoring what I was telling them, only to wait at the closing table with their hand out.  While we are doing this for a living, we need to do it PROFESSIONALLY.  Great blog. 
7:21pm • #3
850,421 Points 72 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

Carla, It's all about listening to clients needs, wants and desires.  When we do that we are showing respect.  We are treating them with dignity and honor. We trust they know what they want!  Agents that do not listen are a real pain in the buttocks to work with.  They not only don't listen to their clients, they don't listen to the listing agents or anyone! You know, they are the people who cut you off in mid-sentence and then try to put words in your mouth. 
7:25pm • #4
620,276 Points 97 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

You are most certainly correct Carla.  Listening to clients is paramount to helping them get what they want.  After a while they will just drop you if you don't truly understand what they want.  Suggested :)!
7:32pm • #5
1,500,578 Points 355 Featured Posts Localism Sponsor Outside Blog Hit Router Attended Rain Camp Called Shot Master

Carla...

We must both listen to their needs and respect them. And we will build a relationship that will last for a long time!

Featured in the Group "Whacked!!!"
7:34pm • #6
MAY
29
1,099,427 Points 94 Featured Posts Outside Blog Hit Router Attended Rain Camp Called Shot Master

Carla,

I do listen to my clients "housing needs," but like most of us who have been doing this a while, I often see those needs "evolve" to something completely different.

Rich
1:19am • #7
1,139,206 Points 154 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

Ccarla - You are so right.  Even if you think you know better, you need to start with what they asked for.  Then, you can always show them alternatives (e.g. this one better meets your other needs, but doesn't have a fence, but does have an area to build a fence and it will cost you less, even after factoring in the cost of the fence).  But, if you don't do what they ask for, they get annoyed and frustrated.
3:36am • #8
1 Featured Post Called Shot Master

Hit the nail right on the head, as usual! Particularly with the fence issue - when we were looking for our home in Charlottesville, I specifically asked for homes with either a fenced backyard or a yard that was easily fence-able. Let's just say that the house we looked at that pretty much dropped straight down from the deck was NOT fence-able, but somehow it ended up on the list! 
9:09am • #9
275,890 Points 17 Featured Posts Localism Sponsor Attended Rain Camp Called Shot Master

How many times have we all heard from clients "I used to have another agent but he/she just WOULD NOT LISTEN TO ME!"  It is so simple!  
9:59am • #10
485,145 Points 52 Featured Posts Localism Sponsor Attended Rain Camp Called Shot Master

I'm with Rich at #7 - they say they want such-and-such, but their needs evolve and you need to listen to that too.  Sometimes they won't know that unless you push out a little (just a little, still listening)
10:41am • #11
4 Featured Posts Outside Blog

Not only should we LISTEN... but we need to constantly LISTEN. Just like Margaret and Rich said earlier, needs and wants evolve over time. Often we only remember what a buyer ORIGINALLY said and overlook what they are say right NOW! Great topic!

 
10:47am • #12
175,297 Points 1 Featured Post Outside Blog Attended Rain Camp

I remember when I first started in real estate, i was told to shadow a "pro".  A buyer calls the office  and the pro agent almost immediately, say " OH, HONEY...I have the perfect house for you..."

 

Oh yuk...I decided I did not want to be like that!

 

Eve in Orlando
11:16am • #13
981,695 Points 114 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

Hi Paula . . . he looks the part ;-)

Hey Joan -- well, I'm not sure I would have connected that phrase to this post subject, but if it works for you.

Hi Juli . . . as several comments had pointed out, the wants and/or need "evolve" -- but at the beginning, it's the buyers who are expressing current desires. 

Hey Kathleen -- exactly!!  We trust they know what they want and if and/or when they "evolve" because we've existed the current listings, that's their decisions.  I do offer suggestions, but I try to stay out of that grey line of being a pushy, overbearing agent.

Hi Brenda . . . thanks for the suggest and comments.  I had one client contact me because her agent was showing her property $50,000 ABOVE her comfort level.  She was pre-approved for that high price ranges, just didn't want to go there . . . and didn't need to, we found a house within her stated WANTS!

Hey Richard -- appreciate the WHACKED feature!! ;-)

Hi Rich . . . oh, they most certainly do "evolve" and I welcome that too.  But the evolution comes from the client a higher percentage of the time.  While I do offer my consult and suggestions, I'm not going to overstep the fine grey line in showing them what they told me they don't want to see . . . at least not in the beginning of the agent/client relationship.

Hey Debbie -- yes, start with what they want and go from there.  Build trust, mutual respect and then "evolve"

Hi Mary Elizabeth . . . that's what happens, and I bet it was annoying or frustrating or both.  And I also bet you don't do that with your buyer clients ;-)

Hey Kathryn -- I've had clients tell me that before, yup.

Hi Margaret . . . sure, needs "evolve" and as stated, I welcome that.  But this might be a particular matter when the agent/client relationship is formed and strong.  I don't go into the representation NOT listening, and I too can evolve after I've spent time with the buyers and have gotten to know them and their wants/needs.  I do make suggestions, consult, etc. 

Hey Reuben -- thanks for summing up the evolution debate!  Very well-stated.

Hi Eve . . . "Oh honey, I have the perfect house for you" oh that's classic!!

 
12:43pm • #14
1,117,614 Points 101 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

I am pretty sure telling a young couple with a small child and a dog "oh you can always just install a fence on day one" won't work either most of the time.  Since most young couples don't have mega bucks sitting in the bank in this economy... especially if they have a small child and dog.   I just don't get why someone would think ignoring a clients "must have" list is smart.  (okay I do get it, but I'm being polite and not calling them a doombuss... cause you already did that)
12:49pm • #15
425,634 Points Outside Blog

Hey that guy sold me my car! You couldn't be more correct though Carla, pay attention to your clients needs should always be a top priority.
1:13pm • #16
545,171 Points 120 Featured Posts Called Shot Master
Carla. We have all hears that buyers are liars but - big but- there are some deal breaker requirements and you have to listen really hard to hear what these are.
1:46pm • #17
462,762 Points 2 Featured Posts Outside Blog

If you ask more likely than not they will tell you what they REALLY want. Now affording it is another question altogether.
2:52pm • #18
1,125,696 Points 90 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

Good one Carla. Not just listen to them, but try to analyze why they are saying what they are saying. Sometimes NEEDS 4 bedrooms means needs 3 plus one for an office. 
5:42pm • #20
975,239 Points 6 Featured Posts Outside Blog Attended Rain Camp Called Shot Master
People want to know they have been heard. Thus would make you angry that the Agent was not listening.
9:59pm • #21


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Carla Muss-Jacobs - Principal Broker/ Owner | Exclusive Buyers Agent |

Portland, OR

More about me…

503-810-7192 | BuyersAgentPortland.com

Address: Beaverton OR, Portland OR, Forest Heights, Lake Oswego, Hillsboro, SW Portland, SE Portland, NW Portland, N Portland, Downtown, The Pearl, NE Portland, Milwaukie, West Linn, Aloha, Cedar Hills, Portland, OR

Office Phone: (503) 810-7192

Cell Phone: (503) 810-7192

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Author Bio: Carla Muss-Jacobs is the Principal Broker/Owner of EBA Portland, LLC an Exclusive Buyer Agency representing Buyers in the Portland Metro real estate market since 1999.

The Sellers have their own agent ~~ Why don't you have yours?  

Carla Muss-Jacobs practices the TRUE FORM of Buyer Agency ~~ Exclusive Buyer Agent.  Her office/brokerage never takes listings and never respresents the Seller.  Exclusive Buyer Agency is the BEST form of legal real estate representation a Buyer can have.  There is 100% Buyer Representation - !00% of the Time.  There are NO CONFLICTS OF INTEREST and there is no possibility of ever having YOUR Buyer Agency comprised.  When buying a house -- it's important to know who is working for you!!  



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