You Know They Will Talk About You: What Do You Want Them To Say?

Real Estate Agent with Solutions Real Estate CA DRE #01490977

You Know They Will Talk About You:

What Do You Want Them To Say?


The topic of real estate always seems to be a hot one, and people love talking about it – those buying it and those selling it. They’ll talk with family members, friends, neighbors, colleagues at work, and others in their network, or perhaps even people they meet casually at the doctor’s office, the grocery store or elsewhere. And some will be sharing their thoughts and feelings on social media for the whole world to see.



Chances are they will also be talking about us in that process. What do YOU want them to be saying?



Spreading the word onlineWe all want our clients’ experiences to be good ones, and to be a major part of making their transactions positive overall. And naturally we all would like referrals from our clients or to have them recommend us to people they know and like.



There are some sure-fire ways to have our current and past clients talking badly about us, and not recommending our services.



Immediate thoughts on the issues that will get tongues wagging include limited or no communication: bad advice that puts our clients at risk; poor attitude; not answering clients’ questions in a timely manner; being unresponsive or unavailable; not listening to their needs; and being more concerned about our

personal agendas than theirs.



Creating raving fans is likely to lead to future referrals, and repeat business, and there are some obvious ways we can do that:


Do your job and do it well! Sorta goes without saying and the way it ought to be, but sometimes isn’t


Educate your clients often from the start and throughout; be careful of spewing out jargon, and watch for the “deer in the headlights” look


Always answer their questions promptly; and if you don’t know, let them know that, find out, and get back to them right away. And answer questions they don’t ask, but should!

Show them that you care about them and what they are going through; remember, it’s all about them


Listen, listen, listen! It shows you care, and you’ll learn a lot. Sometimes buyers and sellers just need to talk about their feelings, their situation, and their frustrations


Anticipate their needs; that also shows you care and are concerned about them


Answer the dang phone (their name is in your phone contacts so you know it’s them, right?), text messages and emails promptly, or as soon as you can once you are free.


Make them feel like they are your only client whenever you can


Exceed expectations often; under promise and over deliver. And perhaps check on what they expect from time to time so you know – they just might expect something you cannot deliver


Keep them informed at all times, especially if things aren’t going as expected, if problems are brewing, when delays happen or might, and other bumps in the road


Be honest and truthful even when the message is tough; they may not like what you have to tell them, but tell them you must. Most will appreciate it


Set expectations so there are, hopefully, minimal surprises



The list of what you can do to create a really happy client is pretty extensive, and many things are opposite those negatives that get the clients talking about us in the wrong way. Interesting, isn’t it, that there are lots of ways to create a raving fan, but it can be pretty easy to start them talking about the bad job we are doing, or did.



Anything else you would add to the list?


Re-Blogged 2 times:

Re-Blogged By Re-Blogged At
  1. Gabe Sanders 08/01/2017 11:50 PM
  2. Roy Kelley 10/02/2017 01:00 AM
ActiveRain Community
Certified Residential Specialists
SAN DIEGO Real Estate Agents & Loan Officers
San Diego Realtors®
customer service
creating raving fans
jeff dowler crs

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Lottie Kendall
Compass - San Francisco, CA
Helping make your real estate dreams a reality

Like Michael Jacobs says, great read for new agents, and all of us who can use a refresher.

Jul 25, 2017 05:29 AM #34
Hella Mitschke Rothwell
(831) 626-4000 - Honolulu, HI
Hawaii & California Real Estate Broker

Make time for your clients. Don't be too busy for them. That's how I picked up my latest client because another agent wasn't available when they needed her.

Jul 25, 2017 07:09 AM #35
Donna & Larry Johnson
Keller Williams Real Estate - West Chester, PA
Chester & Delaware County

It is always good to have your clients say great things about you and the job we do. I feel if you are a good listener and always available you will be successful and get those referrals.

Jul 25, 2017 07:58 AM #36
Rochelle Kretchmar
GenEquity Mortgage - Lewisville, TX
Simply Irresistible Staging

Congrats on this featured post - it's packed full of great advice for new comers and great reminders for everyone.  A winner for me is always try to underpromise and overdeliver! Constant communication good bad or ugly is a key.  If you aren't in contact it's only natural for your client to start what iffing and go into panic mode and that is never good!

Jul 25, 2017 08:24 AM #37
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Steven Nickens  - no arguments here, nor from anyone else I suspect.

That's certainly true Gabe Sanders  But of course we should be doing a great job for them anyhow, right?


Jul 25, 2017 10:43 AM #38
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Richie Alan Naggar  - indeed. But we can certainly influence.

Michael Jacobs - Reminders arae always good in this business I think.


Jul 25, 2017 10:46 AM #39
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Nina Hollander  - that's an excellent point. I think clients should always feel that way! And what a nice compliment to you in those emails!

Mike Cooper well it IS a no brainer but as you say something that is not done. And not just in our business, either.


Jul 25, 2017 11:05 AM #40
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Nice post, Jeff, and I am glad it was featured. As Michael Jacobs said, this is a good reminder.  A

Jul 25, 2017 02:03 PM #41
John Wiley
Right Move Real Estate Group- EXP Realty - Fort Myers, FL
Lee County, FL, ECO Broker, GRI, SRES,GREEN,PSA

Jeff, today I had a phone call while I was doing a listing presentation, I did not answer the call.

After leaving the appointment I listened to the voice mail, it we from another agent. I called back, she had a niche marketing question which I gladly answered. As we were concluding, she thanked me profusely for calling back, she said she was surprised I would return the call. I said I do that. She said you are one of the "good guys".

It is amazing the impression we can make by just answering the phone. 

Thanks for your post.

Jul 25, 2017 02:47 PM #42
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

So true--everyone likes to talk about real estate!  And everyone is an expert LOL!  The way you talk about real estate, esp in front of pp you don't know well, says a lot about how poeple will remember you and talk about you.

Jul 25, 2017 08:37 PM #43
M.C. Dwyer
Century 21 Showcase REALTORs - Felton, CA
Santa Cruz Mountains Property Specialist

Chock-full of great advice.    Seems like people enjoy telling dramatic stories the most, so it's more than worth while not to provide them any material.

Jul 26, 2017 07:11 AM #44
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Excellent ways to keep clients, get referrals and create raving fans.  Great post!

Jul 26, 2017 09:17 PM #45
Gary L. Waters Broker Associate, Bucci Realty
Bucci Realty, Inc. - Melbourne, FL
Fifteen Years Experience in Brevard County

Great advice here. One thing is for matter how super you are they may never say a word but if you are less than they will tell the world!

Jul 27, 2017 05:25 AM #46
Pat Starnes-Front Gate Realty
Front Gate Real Estate - Brandon, MS
601-991-2900 Office; 601-278-4513 Cell

Putting the customers needs ahead of our own is one way to create raving fans. Always go the extra mile. That's what it takes. Great post, Jeff.

Jul 30, 2017 09:05 PM #47
Roy Kelley
Realty Group Referrals - Gaithersburg, MD

Congratulations on your feature recognition.  This is excellent advice to share.

Aug 02, 2017 04:55 AM #48
Sharon Kowitz
CRS-SRES-ABR-GRI-E-Pro-CREN Fonville Morisey Cary, NC - Cary, NC
Cary, NC Relocation Specialist ~ Buying or Selling

I believe if you put people first, they will be your best cheerleaders. Thanks for a great article and congrat's on the feature.

Aug 02, 2017 05:14 AM #49
Jill Sackler
Charles Rutenberg Realty Inc. 516-575-7500 - Long Beach, NY
LI South Shore Real Estate - Broker Associate

I like your blog title, Jeff. One thing I've learned along the way is that even if you give them nothing to talk about, they'll fill in the blanks, as they see fit. People seem to have a real need to do that. You're right. Might as well make it good.

Aug 21, 2017 09:36 AM #50
SmartZip Analytics
SmartZip - Pleasanton, CA
Data-Driven Marketing & Referral Solutions

Great post Jeff! All points are excellent. Obeying this last one can be such a tough one but saves so much greif - "Set expectations so there are, hopefully, minimal surprises". 

Aug 22, 2017 10:38 AM #51
Patricia Feager, MBA, CRS, GRI,MRP
Selling Homes Changing Lives

Jeff Dowler - Bravo for a a well-deserved feature! This is a great blue-print for success!!!

Oct 02, 2017 10:43 AM #52
Shahar Hillel
Augusta Financial Inc. - Stevenson Ranch, CA
Mortgage Consultant, Loan Officer.

Jeff hello.

A great post with some interesting and important insights.

Thank you and a good week.

Oct 02, 2017 10:51 AM #53
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Jeff Dowler, CRS

The Southern California Relocation Dude
What's my Carlsbad CA Area Home Worth??
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