Educate Them:
No Complaining, Start Explaining! -1
Disclaimer of the Obvious: We are all wired differently, not everything this blogger, dare I say any blogger shares is a one size fits all antidote or anecdote. But, you can mine blogs for nuggets of gold and pearls of wisdom and then throw away the rest. This is difference between being a student and a follower. Be a student, make up your own mind.
I have read hundreds of blogs, scenarios in the Active Rain Q&A's and blatant rants about agents having client issues. While there are some situations I truly empathize with, (because "crazy people buy houses too"); most other agents just cause me to shake my head at their issues with a "when will they learn?" amusement, because they are very preventable issues.
As an experienced entrepreneur, sales person and Realtor, I could see the impending disaster coming before they even stated it, based on the setup of the story. I can see that they never pre-set expectations with their clients, never took proper measures upfront nor did they ask enough questions before engaging their services and now they're in the situation they are in; flabbergasted that something went wrong.
You hate it when clients ask you to do silly stuff don't you? You know they do that most of the time, just so they feel like you are doing something to earn your fee, or get their home sold, or “to hurry up and find their home” to purchase. Because they have unrealistic expectations (agent's fault) and sno sense of wht you are doing for them "behind the scenes (agent's fault). Paint the picture before you sell them the frame. Here’s what I mean, and these are just examples of what I do, you do what works for you, but do something!
With sellers, I offer weekly or twice per week updates to resolve this. You share updates weekly at agreed upon day(s) and these updates include: how many showings, showing feedback, what you did to market the home, repair items you noticed, etc. When they are hearing from you every week (or more), they start to feel like you truly are working to sell their home and earning your fee. The lamest thing anyone in business ever utters is this; "I didn't call you because I didn't have any significant news or update." If you've ever said that to another agent or your client, I’m sorry but you are a communication-fool; shame on you. Oh, by the way, I have been that guy in the early part of my career too. Your clients are not mind readers, other agents you’re in a deal with are not mind readers, so communicate with them, even if it’s to say that there’s no update or news right now, but you're working on one. Agents that submit offers deserve an update too. Silence is the worst when one is waiting for news of any kind, because minds go negative in the waiting. It makes your next communication that much harder, because now you’ve let them worry.
With buyers you can simply email or text them daily updates: "nothing new on the market today" or "hey check this one out!", etc. Don't just rely on the auto-reports your MLS sends out, show them you are engaged in their search. Interact with them, offer out of the box suggestions on inventory, ask more questions. By the way your assistant or Virtual Assistant can do much of these updates by email, but make sure they hear from you personally too by phone or text, so they do not feel completely "handed off" or that YOU’RE AVOIDING THEM. Good news, bad news: consistently delivered, it’s received in better spirits than if you disappear for chunks of time.
Expectation Round Up:
Ask questions! They reveal the client's expectations and help you introduce yours of them, to them up front. Yes, you are interviewing them as much as they are you and seeking a mutual fit.
My favorite question comes after I share something important with a client and then ask, "What did you hear me say?" or "Does that make sense?"
People hear what they want to hear, so determine what they heard before you dump more info ion them. Don't forget this is new for them and they can feel overwhelmed if you give them too much info or jargon in one sitting...never use inside language on the outside world...speak in easy to understand language and ask questions as you deliver it.
I think a lot of sales people ignore this because it slows down the pace, the sales rhythm (which these days seem to be let me dump all this on them and get out before they question my abilities or say no).
Do you notice how fast phone solicitors talk? The only question they ask is “how you are doing today?” To which I reply, “Why do you (a stranger) care?” They want to vomit their scripted sales pitch before you hang up on them. But, if they had a better approach, while they’d still get hang ups and objections, they’d connect with more people and make more overall sales too.
Questions to ask your clients about preferred communications:
Do you know how often they want to hear from you?
Do you know if they prefer text, email, calls or video chat?
(I make my hours clear to them up front) then I ask what’s the best time of day to connect with you?
Other Clarifications:
Do you make your service area clear and who would take over if they went outside of that?
(Do you have an out of area referral partner to help you with this situation vs. working outside your area of expertise)?
Do you introduce your team members, so they are comfortable when you ask one of them to cover for you because you're off that day or your buyer wants to look outside your service area, etc.?
Did you ask why they want to sell?
Why they want to buy?
Did you ask for their time frame or deadline?
Did you ask if all the decision makers and loan signers are present?
Did you ask about their plans beyond the sale?
Did you ask about their pre-approval and budget if they are buyers?
More info shared at:
Educate Your Clients & Prospects: No Complaining, Start Explaining! -2
Images:
1. Image courtesy of nonicknamephoto at FreeDigitalPhotos.net
2. Image courtesy of David Castillo Dominici at FreeDigitalPhotos.net
3. Image courtesy of Stuart Miles at FreeDigitalPhotos.net
4. Image courtesy of Stuart Miles at FreeDigitalPhotos.net
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