How to Show Your Clients You Care

By
Real Estate Agent with Solutions Real Estate CalBRE License #01490977
http://actvra.in/4ZDT

Show Your Buyers and Sellers You Care

 

Certified Residential Specialist logoI just returned from Phoenix for the 2017 CRS Sellabration convention. It was 2 very full days of intense learning from top producing agents from around the country on a wide range of topics focused on systems, marketing, operations and leadership, and performance and development.

 

I’ll share my top takeaways in a future post.

 

I had dinner my last night there with 2 good friends who are part of my mastermind group, and the question came up - what was your biggest takeaway?

 

I only had to think for a few seconds. My immediate thought, from all I heard, was we need to show our clients we care.

 

Sounds simple enough doesn’t it?

 

After listening to speakers about their strategies to succeed in listing presentations, farming strategies, communication, systems, staying in touch with clients, and other topics, I think much of it boils down to showing buyers and sellers we care. It starts before we even meet them, and continues until closing and beyond, unless we decide to stop, or we drop the ball.

 

Here are just some of the ways we can show we care about our buyers and sellers:

 

be responsive to your clients onlineBeing Responsive

This is a big one, and it’s a key component from the very first contact - an email from your website, a call, a text message – and throughout the purchase or sale transaction and beyond. A slow response, or worse a lack of one, could easily send a message you don’t care. Your intentions might be good about following up, but the proof is in your actions and timing.

We all know the stats about following up very quickly with Internet leads. But how quickly do you respond to your buyers and sellers when they have a question or reach out to you for some reason? Responding immediately may not be realistic, but many hours later or the next day may send the wrong message to your clients. Responsiveness is key.

 

Asking Questions

Asking questions of buyers and sellers is another important indicator that you care, especially during the early phase when you are getting acquainted, or even when deciding if you are going to work together or not. Buyers and sellers have important issues they are concerned about, and loads of questions, and it’s pretty important that we identify what those issues are and address them – why are they selling, what are their plans, what are their most important needs in a new house. Obviously it ties in with listening well!

 

Listening

This is another key item. And while we all know how important this skill is, I bet there are times a buyer or seller may have the sense their agent is not listening to them – a question not being responded to; a comment made that has nothing to do with what the client was asking; interrupting or cutting them short; talking too much; not asking them questions. And what about your body language when face to face? You may feel you care, but your actions might suggest otherwise.

You have to show you are listening, and paying attention.

 

Providing Information and Explanations

Providing the information your clients need, whether asked for or not, or explaining things to them so they understand, shows you care. Perhaps even more so when you anticipate an issue or problem that might arise. It demonstrates you are thinking about THEM and their needs, and that you want to help them solve a problem or avoid one. And isn’t that an important part of our role when representing buyers and sellers?

 

Staying in Touch After the Transaction Ends

Easy to do but often not done. What message are you sending if you are not staying in touch? That all the client is was a transaction and a commission? Hmmm. There are lots of ways to be in touch after closing – cards, calls, sharing information that is helpful to them as homeowners, pop-bys with small gifts, client appreciation parties.

What’s appropriate and comfortable will depend on you, and perhaps your clients, but not staying in touch sends a pretty clear message about not caring. I know I can improve in this area a bit.

 

moneyTelling Them the Truth

They might not like what we have to share – the price you want for your house is not realistic given the market; you will not find a home for that price in the area you are interested in - but being truthful is pretty darn important.  And it’s an ethical issue, too, if we aren’t.

I think, fundamentally, that buyers and sellers do appreciate honesty and that we care enough to not misrepresent things to them even if they are not pleased with what we have to tell them.  You don’t want your doctor to lie to you, do you, even if you don’t like the diagnosis?!

 

And here’s one last thought. Before you even establish a relationship with a buyer or seller, your lead generation may or may not show you care. If you are using drip campaigns make sure your message is crafted for the recipient. A blanket drip email to all prospects won’t work – they are each unique.  The wrong email shows you aren’t listening to them and their needs, which may imply you don’t care and you haven’t even met them! And they won’t either. Responsiveness is important here, too. The faster the better.

 

We’ve all heard the Roosevelt quote that “people don’t care how much you know until they know how much you care.” No doubt it’s not just specific to the real estate business! Demonstrating that caring from start to finish to our buyers and sellers, in as many ways as possible, can create an unforgetable relationship.

 

How do YOU show you care for your buyers and sellers?

Are there things you can add to this list?

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Re-Blogged 2 times:

Re-Blogged By Re-Blogged At
  1. Kasey & John Boles 02/22/2017 09:28 PM
  2. Ginger Harper 02/16/2017 09:42 AM
Topic:
Real Estate Best Practices
Groups:
Certified Residential Specialists
SAN DIEGO Real Estate Agents & Loan Officers
Diary of a Realtor
San Diego Realtors®
Tags:
professionalism
crs sellabration
professional conduct
jeff dowler
how to show your client you care

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Rainmaker
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Rob Spinosa
Supreme Lending, Marin County, CA - Mill Valley, CA
Executive Loan Advisor, Marin Mortgage Pro

"Staying in Touch After the Transaction Ends"

So very important and so very rare.  Think of all the big purchases in your life.  Cars, homes, etc.  How many of those salespeople are still checking in with you to assure your well-being?  Is it none?  That's more often the case than not and a great reminder that we can differentiate ourselves this way.  Great post.

Feb 17, 2017 07:32 AM #70
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Paul McFadden
Paratex - Seattle, WA
Pest Control, Seattle, WA.

Great list. Thank you! Being responsive should always be number one!

Feb 17, 2017 09:21 AM #71
Rainer
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Anna Hatridge
Goodson Realty - Bonne Terre, MO
Missouri Realtor with Goodson Realty

Great way to remind us to always do our best!  

Feb 17, 2017 11:46 AM #72
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Jeff Dowler
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Grant Schneider  the Roosevelt quote really does capture it well I think. A great reminder!

Liz and Bill Spear  Well I suspect that is true of any people.

The basics are essential but not always in play Ron and Alexandra Seigel  Thanks for stopping by!

Jeff

Feb 17, 2017 03:41 PM #73
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Jeff Dowler
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Hi Nina Hollander  - thank you for such kind words!

Belinda Spillman  - it may be the most important skill to master!

Hey George Souto  - well I agree, it's pretty darn important even if the truth is hard to hear.

Jeff

Feb 17, 2017 04:18 PM #74
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Jeff Dowler
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Dick Greenberg  Thanks. I agree that you can't fake it, they will know. And if it's not genuine it won't be consistent.

Thanks for the compliment Dorie Dillard  It was a terrific convention Kudos to you for having so mch repeat and referral business.

I have no doubt you do Anna Banana Kruchten  Thanks for the compliment. It WAS a really good convention. And such fun to see you and Gary again.

Thank you Laura Cerrano  I totally agree with you about cards.

Jeff

Feb 17, 2017 04:47 PM #75
Rainmaker
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Kathryn Acciari
Cameron Real Estate Group - Shrewsbury, MA
RSPS, SRS, REALTOR(R) Sturbridge-Shrewsbury MA

Spot on, Jeff. It always comes down to communication, doesn't it? Communicate until they ask you to stop!

Feb 19, 2017 04:06 PM #76
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Jeff Dowler
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Thank you Claudia Rydel  - excellent point. And we have all been on that side of the fence, too, haven't we?!

Ginny Gorman  - while it's all pretty simple, I think it gets lost sometimes. I know I can improve!

Wanda Kubat-Nerdin  - honesty, care and follow-up are essential. Thanks for the compliment

Jeff

Feb 19, 2017 08:22 PM #77
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Jeff Dowler
Solutions Real Estate - Carlsbad, CA
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Kathy Streib  - it certainly makes it easier to forgive!

All great points Greg Mona  Thank you!

It was a great reminder to me just writing it  Sharon McAuliffe, GRI Thank you for stopping by!

Jeff

Feb 19, 2017 08:25 PM #78
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Jeff Dowler
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Thank you for the kind words, Laura Filip RE/MAX UTOPIA | 903-271-4978 

Hi Christina Steinhaus  - I think it becomes especially difficult when emailing or texting to show how we care.

Ann Amaral  - thank for such kind words. And you are on my fav island!!

Jeff

Feb 19, 2017 08:28 PM #79
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Jeff Dowler
Solutions Real Estate - Carlsbad, CA
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Elizabeth Y. Foulds  - I imagine that happens often, and cultural differences can be particularly important to be aware of!

That would be a important issue to mention to sellers when you are getting started in the relationship - it's certainly a common problem Donna Jarock 

Hi Margaret Goss  - that is a great point about being proactive. Thinking ahead of their needs, and issues that might arise is so important

Jeff

Feb 19, 2017 08:33 PM #80
Rainer
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Kim Fox
kimfoxhomes - Pearland, TX
Pearland Specialist

Awesome post Jeff Dowler. You made many great points that we all need to be reminded of from time to time. 

Kim :-)

Feb 22, 2017 09:19 PM #81
Rainmaker
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Nathan Gesner
American West Realty & Management - Cody, WY
Broker / Property Manager

This is a great article, Jeff Dowler . I'm sure your clients appreciate your personalized service.

Feb 23, 2017 06:06 AM #82
Rainmaker
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Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Such a great post and smart advice. Showing you care is critical to the success of a future relationship as well.  Llistening provides good tools of what to say that is relevant to that client, too.   Kudos on this one!

Feb 23, 2017 03:30 PM #83
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Jeff Dowler
Solutions Real Estate - Carlsbad, CA
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Hi Melissa E. Spittel  - I think that's true. It's not that hard to do, but you have to truly care.

Thanks for the kind words Stavrula "Sam" Crafa . I appreciate it!

I hope you will join Patricia Feager  - I'm happy to answer any questions you might have. And Hopefully I will see you in DC next February at the CRS Sellabration in Dallas (officially Gaylord)!

Jeff

Feb 26, 2017 03:08 PM #84
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Jeff Dowler
Solutions Real Estate - Carlsbad, CA
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Michael Eisenberg  - an excellent point!

Diana Dahlberg  - I hope you will. And yes, Roosevelt's quote is a great one to keep in mind!

Sellabration was excellent this year Kasey & John Boles and the team at Jon Gosche Real Estate, LLC  I am still sorting through some of the learning to decide what to implement.

Jeff

Feb 26, 2017 03:11 PM #85
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Jeff Dowler
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Hi Joan Whitebook Thank you. It was a great convention and I was glad to share!

Teri Pacitto  Thanks! When we are very busy I think it can be easy to forget some of these basics, or perhaps not consider what we are not doing because of time contraints

Jeff

Feb 26, 2017 04:39 PM #86
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Jeff Dowler
Solutions Real Estate - Carlsbad, CA
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MaryBeth Mills Muldowney  Actions speak louder than words in many cases.

Excellent points Hella M. Rothwell, Broker/Realtor®  Thank you.

I appreciate the compliment Alexander- Slocum 

Thank you William Johnson  - So nice to hear from you!! Hope all is well!

Jeff

Feb 26, 2017 04:42 PM #87
Rainmaker
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Gary L. Waters, Broker Owner, Waters Realty of Brevard, LLC
Waters Realty of Brevard, LLC - Rockledge, FL
... a small office, delivering big service!

Excellent post. I think listening is the easiest and most important part of showing you really do care.

Apr 25, 2017 08:53 AM #88
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Jeff Dowler
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Hi Gary L. Waters, Broker Owner, Waters Realty of Brevard, LLC 

Thanks for the kind words. I so agree with you about listening. It sends a powerful message, and you learn what you are suppsoed to!!

Jeff

Apr 25, 2017 09:11 AM #89
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