One of the best things we can do for our clients is to minimize surprises. There are many common occurrences in our market such as buyer demands, lowball offers, failed inspections, and low appraisals right before closing. We prepare our clients for so many things because surprised clients have a hard time settling down, letting their emotions get in the way of making good decisions.
As professionals, we are expected to act as a buffer for our clients on how bad news is delivered and presented. We hear complaining moaning from other agents and their clients that we filter to our client. We don't hold back the facts but we do clean it up and make it less hostile or stressful.
Then there is the agent where the smallest detail is major drama! Our job is to be calm, smooth and reassuring. We do our best to stick to facts and keep it from becoming emotional for our clients.
Our job is to be smooth, calm and reassuring.
How do you help manage your clients expectations?
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