A Reminder to Always Listen and Hear

Good for you.  We are all guilty of that. I like to think that I am a good listener. 

Yep, there is a huge difference between listening and hearing.

"Hearing", not just listening to words, is something we could all brush up on.    It's easier when we remember to put the client's needs first.

Hi Ginger,  Ever notice how much more you learn while listening than talking ?

Ginger,

Wow! Good for you...AND for your client...I'm impressed that he just came out and said that to you.

Ginger you are right on. Communication is at the top of the list. I'll share with you a letter that I just received from one of my buyers to demonstrate how they believe communication is important.

Don,
 
Thank you for all the help in purchasing our first home!  We want you to know how appreciative we are and would recommend you as a Buyer's Agent, especially for Jupiter, to anyone.  Let me tell you why we were so pleased.
 
We really liked your approach.
You asked us what we were looking for in a neighborhood, and based on that feedback, helped us appropriately narrow our hunting to select neighborhoods.  Especially important is that when it seemed we'd just never find the right house, and started looking in other areas, you carefully reminded us of our priorities.  Eventually, this paid off for us, as all the work resulted in us finding a house that we are incredibly happy to have (at a great price) in the neighborhood we loved the most.  You were also clear about all the financial ducks we should have in a row to start the process.  Because of that, we were well positioned throughout our search to act immediately when we found the house we wanted.
 
We liked that you were responsive and communicated well.
Communications with you were easy.  We never got the sense, no matter how many times we called, that you weren't happy to talk with us and help.  You were also prompt to return our phone calls, and clear if there were times you might be unavailable (which you seldom were).  Finally, when we indicated we wanted to see a particular house that our online search revealed, you were quick to get us in to see the house and diligent about continuing to contact other agents who were less than responsive.
 
We liked that you were thorough and gave us good advice in terms of value and the overall process.
When we started to find some house we liked, you were thorough in researching comparable homes and sharing with us your findings, so that we could best understand the value.  You were also thorough in learning from the Seller's Agent their needs and timetable.  This proved to be very helpful in finding a fit.  You were also great in explaining the whole process from negotiation through closing.  Given us being first time buyers, this was comforting.
 
We like how you continued to support through closing and afterwards.
Moving to a new area can be exhausting,  There's so much to do; so many things to figure out.  But you helped us immensely by reminding us what needed to be done and by when.  This made the whole financial part of buying a home so much easier.  You also helped us with your lists of things to do and contact, like setting up utilities.  You even gave us good referrals and options for folks who could clean the pool, do the lawn, paint the house, do touch up work, put in flooring, etc.  Since we didn't move into our house until a month after closing, this really helped us establish relationships quickly so that the house was taken care of before we arrived.  Finally, after closing you checked on our house daily while we were away; this was really above and beyond service.  And the final kicker is that even after we arrived, you continued to call us to make sure all was good and that we didn't need anything.  Everyone can appreciate service and care like that.
 
Overall, it was clear to us that you care about us and cared about us finding a home we'd love.  Ultimately, it's that care we appreciate the most.
 
Thank you for all the help!
 
Best Regards,
 
Jamie & Yael

What a great client!

One must really focus on hearing while listening because a persons "inner dialogue" gets in the way...

Great job Ginger!  I think this can especially happen when we get busy.  We may not take the time to actually hear what these potential clients are saying because we have so many other things going on in our heads.  It is a great reminder, that not taking the time to actually care about what the person is saying can actually hurt our businesses.  Thanks!

It's easy to get a "thick skin" in this business which often means that we aren't as thoughtful as we were when we started out and wanted to serve.  Over time you take a lot of hits and blows in real estate -- it's important to remember what it was like when we were fresh, new and eager to work in this business.  And, if you've ever been a buyer/seller (most of us had a first time) remember what it was like to be on the other side, rather than working as an agent. ~ Evelyn

As experts, we always wonder why people don't just do what we tell them. Of course our clients (whom we work for of course) wonder why we don't do what they tell us. Great sales people and agents are great listeners. Never forget this and you will suceed.

Ginger,

Listening to what the customer is telling us goes a long way toward helping us make the correct presentation. Great job.

Steve

good job .. a great listen skill builder is to use the "" what I hear you saying is .... (repeat back only what they said ... no added filters ) gives the speaker a sense that yep you go it right.. careful not to sound like a parrot..

It is amazing how much someone is willing to share with us if we just show a little respect and listen to what they have to say.  Thanks for the reminder.