The consumer should be our #1 PriorityWhen did the consumer become the enemy?
Lately I've been reading many articles from real estate professionals about the difficulty they are having with buyers, or the unrealistic sellers who are driving them batty.  Reading those articles always leaves me with the "Are we real estate professionals?" question lurking in my mind.

 


Perhaps I'm short sighted and naiive, but I thought (and still think) the consumer is the reason that I am in this profession.  Give them what they want:  Information, guidance, representation, loyalty.


               *Is it that difficult to make what we do all about them?*

 

Most consumers are thrilled when the representation that we give to them has value to them.  They listen, they ask more questions, they take it all in and digest it.   They respect us when we tell them the truth, even if they don't like what they are hearing.

In this economy, in this free-fall of real estate market values, in this time of shakiness making what we do all about them should be Priority #1.

Darnit, it should be Priority #1 all the time.    I have a feeling that if we keep this utmost in our minds the complaints that we see from fellow real estate professionals will dwindle to a trickle.


~Kris Wales~  A Macomb County MI real estate agent





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23 Comments on Give them what they want and deserve - make it all about them.

DEC
16

As I said before, Real Estate is more than just about the home. It's about the people within those homes. Yes, I have come across that difficult seller or the hard to please buyer. But I look at that as an opportunity to better myself. I love a good challenge! I love my job!

6:01am • #1
1 Featured Post

I agree. Our job is to help our clients. The details of a real estate transaction are easy compared to the patience, understanding, and guidance we need to provide, which is the most important part of this profession.

6:07am • #2
6 Featured Posts

Kris, Sometimes I think the problem lies in the fact that we professionals do keep the clients as Priority #1. 

As such, we often have to give them information they don't like to hear:  "The market in your neighborhood has shifted and you simply will not be able to sell your home at the price you want to," or, "Yes, this is a buyer's market, but the bank would not accept your offer of $50,000 under their asking price and also pay all of your closing costs."

I have many wonderfully bright and eager clients who do listen to my advice, and actually heed it.  But I also have tried to work with buyers and sellers who would not take my advice.  (Advice based on years of experience, ongoing education of new types of financing and more, and knowledge of the local market.)

Your original point of keeping the client Number 1 is an important thing for us all to remember, in good times and tough ones.  To that end, if trying to work for a buyer or seller who simply won't listen to sound advice, maybe the way to keep their interests top priority is to suggest that they work with a different realtor who will let him call all the shots.

6:08am • #3
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Kris, yes the customer is Number 1, but we need to be honest and sometimes that honesty is not what they want to hear. Those that do sell quick and for the market value. Case in point 3 of my homes this season sold within 2 weeks. They listened to my honest recommendation of the value.

I do think some Realtors let their clients run them ragged and don't take control of the relationship at the beginning. I suspect it is out of frustration towards the end that these posts come up.

I guess what I am saying is the two concepts are not mutuallly exclusive.

6:20am • #4
1 Featured Post

I agree with everyone's opinion on here - way to go everyone!

6:23am • #5
544,725 Points 13 Featured Posts Outside Blog

Without the customer the business goes extinct! I am not sure why some people/businesses do not understand this simpe concept...

Merry Christmas!

Charlottesville Santa

your friend in Charlottesville

6:24am • #6
256,069 Points 44 Featured Posts Outside Blog

Rhonda:   It can't be just about the home - it has to be about real people first.  I love what you said about looking at it as an opportunity.   Thanks Rhonda for your comment and reading.

Colleen:  I think part of the problem is that some real estate professionals tell their client what they want to hear at the start, then try to tell them the reality of things later on.  It doesn't work.  Frustration sets in, and the consumer bears the brunt of it eventually.

Amy:  You bring up a good point:  When we do our best by putting them Priority #1 we do so with honesty. Most will listen and appreciate it, others will not want to hear our advice nor need it.  At that point what do we do?  If I can't help them with my honesty, then I can't help them at all.  I would rather lose a client in the beginning, then take them through months of not being able to help them.

Missy:  You're right, the honesty is sometimes what they don't want to hear, or can't bear to hear.  But Missy, if we remember that keeping them (and their needs and wants) first, then we can't do anything else but be honest.  If the consumer walks away from us at least we know we didn't mislead them.   If they hear what we have to say, and digest in (as in your case in point) then we keep the crown on their heads which is where it should be.    I can see where the frustration comes in (and the end of a transaction sometimes) but that comes from issues that weren't fully explained to the consumer in the beginning.

6:28am • #7
256,069 Points 44 Featured Posts Outside Blog

Robert:   Thanks for coming by and reading.  Much appreciated.

Charles:   It boggles my mind sometimes..Merry Christmas to you also my friend.

6:32am • #8
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I think the problem is that you cant give them what they want and the key is expressing that in a way that makes sense to them.  We have both buyers who bid even too low in this slow market and sellers who are disconnected with dropping prices.  Thats te trick right now is trying to achieve goals that sometimes are a little out of reach.

6:34am • #9
136,707 Points 4 Featured Posts Localism Sponsor

"Darnit, it should be Priority #1 all the time. " couldn't say it better myself. 

6:38am • #10

You can't let the monkey run the zoo.  If it was easy everyone would do it.

6:44am • #11
9 Featured Posts Outside Blog

I tell my clients that my business is about them and their needs.  That means I need to be a patient person at times while they figure out what they want to purchase in a home, etc.  That doen't mean I confuse patience needed with an unrealistic client who wants to buy a champaign home on a beer budget, it just means that if what seek is reasonable, then I need to help them locate that home or help them in the journey discover that they may wish to compromise.  That is what gains a client for life.  Happy holidays!

7:16am • #12
335,945 Points 16 Featured Posts Localism Sponsor Outside Blog

Kris, I know several agents who got into this business because of agents who did sub par jobs when dealing with them. As one of those agents,who was treated like a number instead of a human being, I applaud you ...

8:02am • #13
289,699 Points 2 Featured Posts Outside Blog

Clients like enemies? Nah... I see them as expectant parents. It is up to us to deliver that baby. And, it may not be the prettiest thing in the world but they will be happy!

8:16am • #14
457,000 Points 28 Featured Posts Localism Sponsor Outside Blog

Kris, I think some people are just getting frustrated--and need tohave patience (lots of patience) with those clients that are "difficult."  It IS all about them--and it should be.

9:29am • #15
256,069 Points 44 Featured Posts Outside Blog

Morgan:  I think if we all spent a bit more time getting to know our clients, and vice verse, before we leap out to show that house or come unprepared to a listing appointment we can give them what they want.  Consumers want to be educated about real estate.  If we do that most of the times they are happy campers. There will be the few who don't want to hear it and walk away, but that's ok.  At least we tried to do our best for them from the beginning.

 

Mark:  Thank you.  I appreciate it.

Ray:  I'm not sure what monkeys and zoos have to do with this, but your comment made me laugh.  Thanks :-)   No, this isn't easy, but it isn't rocket science either to treat people as if they were #1.

9:50am • #16
256,069 Points 44 Featured Posts Outside Blog

Connie:  I like what you said about confusing patience with unrealistic expecations.  That's where education comes in, and what we should be doing.  Thanks so much Connie.

Paul:   Thank you.  I was also one of those clients whose needs weren't #1.  You never forget the feeling do you?

Gary:  Loved your analogy!  Expectant parents indeed!

Carole:   Everything surrounding us is frustrating lately, thanks to the economy and the media.  Our clients surely don't need that from us also.  Thanks Carole.

9:52am • #17
3 Featured Posts

The same is true for the title biz. We need to be greatful for what we have. Thanks Kris!

1:08pm • #18
241,242 Points 15 Featured Posts Outside Blog

We have a duty to our clients to hold their interests above ours.  BUT, that doesn't mean that we have to work with people who just don't get it.  There are far too many agents who are willing to take overpriced listings and drive unqualified "buyers" around - until that changes, we will continue to have frustration between agents and clients and you'll keep seeing that creep into posts.

10:44pm • #19
195,045 Points 29 Featured Posts Outside Blog

GREAT REMINDER, Kris!! It is easy to blame others. Without our clients...even the difficult ones...we would NOT have a profession. ~GBU~

10:57pm • #20
DEC
17
260,831 Points 26 Featured Posts Outside Blog

{{{{{{{applause}}}}}} you go girl - you are so right

1:13am • #21
7 Featured Posts

A client, is a client, is a client . . if I got em, I am doing good so I better keep doing good by them!

7:50pm • #22
DEC
18
256,069 Points 44 Featured Posts Outside Blog

Greg:  You're welcome.  Thanks for taking the time to read and comment.

Lisa:  I look at it a different way:  If we educate people (which is giving them what they want) there will be far less unrealistic sellers and buyers who want the moon for very little money.   Of course if we can't help someone we should walk away.  Like you, I believe there are too many professionals who don't walk away.

Elizabeth:   Without our clients we wouldn't be in business - you're thoughts are so right on Elizabeth.  Thanks hon.

Thesa:   Thank you, always good to see you :-)

Tami:   "so I better keep doing good by them"   Oh so true Tami.

6:16am • #23

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Kris Wales - Macomb County MI real estate blog & homes for sale search site

Macomb, MI

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Keller Williams Realty - Lakeside Market Center

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