SELLER, CAN'T YOU HEAR ME?

Sometimes it is denial, not a seeing or hearing or touching issue.  Many times, the sellers just can't believe we are right, and they really are over priced!

Jennifer - Now I don't profess to know all those fancy labels for different personalities. I know there are folks that just want the facts, there are folks that want graphs and numbers, there are folks that are visual and there are folks that are willing to accede to your opinions.

Each one has to be identified and communicated with in the way that will reach them. People are not made of stone. Information only bounces back when it is sent in the wrong way.

Oh, and just because you got the listing does not mean you have communicated effectively. The listing is the first few steps of the dance, it is your opportunity to begin the process. Your sign in the yard is not proof that you have reached a level of ongoing communication with the client.

Remember, it is only listed because they wanted to sell. They may not have "heard" much of anything during the presentation other than the words that assured them that you could begin the process. Most sellers understand listing and undestand sold. It is all that goes on between the listing and the sale that is foreign to them and we often assume they are on the same page when they if fact didn't pick up the book.

I try to identify their style and effort to keep in reasonably ongoing communication with them.

 

Well done Jeniffer. While the REALTOR(R) may have delivered this information it sounds like she did not communicate it for exactly the reasons you have stated. It is our jobs to make sure our customer/clients not only hear us but that they understand us.

Good point about the different personalities and how they need the info delivered. All folks are different. I try to be as thorough as possible when communicating with my customers/clients and then I ask them if they understand. If I have any doubts I ask them to explain to me what I just said. It's that important that they get it. 

I hate to call anyone an idiot, but sometimes the shoe fits.

I am a professional, and have my presentations down so that I don't "forget" to mention anything. I am more and more careful about the clients I take, and don't hesitate to respectfully send them on their way if they aren't serious about selling or buying.

Did she send you a copy of the e-mails?

Sometimes we become a little too hidden in our message and when we thought it was obvious it may not be quiet so easy to see to the receiver.

just a notion...

I have had a few conversations with people about the electronic age... I told this person that there was no way to "contact" a person with email

it is just a TOUCH

a CONTACT is when people actually connect with a conversation

I think that email can be the softest of the Touches..,. it is almost as easily dismissed as mass mailings.  The only reason it may be less so is that often you need to GIVE your email address to someone.

so with that in mind... if your clients aren't HEARING your message - maybe you're not connecting

when I was an agent - I learned the CMA but incorporated what I learned by doing business consulting. There are only so many pages, so many charts, graphs, tables and data sources that a client can handle... so keep it SHORT and write an abstract!

The CMA via computer presentation is all well and good.... but people are only getting a visual - they need a tactile presentation as well - stimulate more senses and then the chances of something sinking in grows.

So... perhaps it is time to reinvent PRINTING

A top producer I work with in South Florida prints EVERYTHING on a color laser and puts it in client's hands.  What has more impact to you?  something you HOLD or something you view?  Which is easier to go back to?

If you're looking at something were productivity and efficiency are highest - email... but Effectiveness is higher with paper.

Just keep it short and use high quality paper!  Then you won't have to waste paper!  Back up the abstract well and email the support!

We did two face to face meetings this weekend.  Sometimes, it's just easier to read people when you are sitting across a table from them.  Sherry

I've had my share of people who don't "hear" what I'm saying. That's when I get VERY direct!

Personally I feel that a face-to-face meeting MUST be included when trying to communicate IMPORTANT messages. Having a price reduction is indeed one of them. While my brains can understand complex graphs/ maths, I need to understand that many people do not work like that. Also, with Sellers, I have met several sets of sellers where one of them are more data-oriented (guys usually) and cannot just take your word for it until they see the stats. Ladies on the other hand relate to things differently.

In a meeting, the listing agent would be able to see the clients' facial expression, etc. to see the importance of the discussion. Then followup with email if they decide not to take the recommendations at the meeting table.

I learnt to bring the news to the person. No other way unless a face-to-face meeting that needs a quick decision (ie clients on vacation, I am on vacation, etc).

This is a great question, how can you connect with a particular person? This is tricky because people connect in so many different ways, often the same person will connect differently in different situations depending on the persons comfort or excitement about the issue at hand. If someone is focused by their excitement or interest they can receive on a wider band of communications than if they are getting info that is counter to their perceived interest. In other words, its hard to get bad news. So in that agent's story she needed to use the "most open channel" that her sellers have, to get the idea across. Maybe that was not email or phone.

Jennifer, Again, You are opening eyes with your thought provoking writings. 

Jennifer,

Nice blog. Each client is like a box of chocolates - "ya never know what ya gonna git". Finding common ground with them and understanding how they like to be communicated with is very important. It's not just as easy as, "Just ask then and they'll tell you" because many of them don't tell you. I think good agents are good people readers.

Mike 

 

Great post! I think it is denial. Or they do not want to you to know more than then..

Carla

During my initial consultation (my bonafied listing appointment) I test the waters with "The Saleability Checklist" as one of the questions I've included : A post dated price reduction w/ Yes NO (circle one) and a line to jot down a date, time, and the sellers initials. Either way at the end of the listing process, if I've done my job and explained everything to their satisfaction, I usually have the post dated price reduction in writing with a date, price, and ziggy. This is part of my listing process.

It is tough sometimes to "read" our clients and determine how best to communicate with them. In my experience, some folks are strictly verbal. Don't even try to put down in writing, they won;t read it. Forget emails, cell phones are the only way they hear.

Big problem with the verbal only folks is that sometimes I forget to that I need to document our conversations for MY benefit. With my memory, I better get it in writing!