"Best Practices" to me means how we deal with the public.
In the real estate profession we receive ongoing training regarding the fuctions of the real estate transaction.
The Problem, as I see it, is that we as real estate agents have no course available that offers training on dealing with the public on a personal basis.
The closest thing to this is a class on marketing to the public. In that class, you learn to approach people and ask them if they have a real estate agent or, if not, would they consider using you to help them in purchasing or selling real estate? This approach sounds too much like a marketing tactic, and as if you want the individual's business with no intention to get to know them.
I realize that people who teach marketing are wealthy and got there through the processes that they teach. Do the trainers deal with the client as an individual that needs attention? I didn't get that vibe. As a marketer, you're dealing with numbers; as a real estate agent, you're dealing directly with the people that represent those numbers.
Something much more needs to be added to marketing and to ongoing classes that are offered through organizations and/or required courses.
My solution to fill this training gap: ACTIVE LISTENING. We have to pay more attention to the client and to support the person throughout the whole process.
Moving is one of the major stressors of life. It is in the top 5 stressors along with death, divorce, marriage and having a child. What concerns me is how to service my client to the best of my ability.
I want to...
- actively listen to their needs so I can act in a timely manner on feedback.
- provide constant communication, keeping them informed when we encounter roadblocks and delays.
- put forth a positive attitude at all times.
- teach the client what each paper in the transaction paperwork means. For example, a TIL (Truth in Lending) is not explained adequately at the closing. A real estate agent needs to obtain all of the closing documents 5 days or more in advance of the closing, even if they are blank. Once the final documents are filled in, they will know what the form means and now they have numbers in it.
It is the real estate agent's responsibility to take care of the client.
Remember: "My attitude will influence the client's attitude."
The best realtors I know are friendly and upbeat. You would never know if they were having a bad day or their dog just died - They were that good. When I was their client, I believed that I was #1 to them. They treat their clients like they are #1 to them.
My goal for best practices is to treat every client as my #1 priority. What's yours?