Communication is the Key to Successful Client Relationships

Services for Real Estate Pros with BRE# 01392374

Today, we are featuring a guest post from Noreen Payne, a South Florida agent!

As real estate professionals, our goal is to ensure that our clients have the best experience when buying or selling a home. We, as real estate professionals, are in one of the few industries where competitors must work directly together to accomplish their goals. 

From the initial showing all the way to closing we are side-by-side working through issues and ensuring that our respective clients have a wonderful experience. Why is this important? 

Aside from providing a positive, stress-free experience for consumers – it can lead to referrals! There is no greater compliment than a referral from a past client! To have our phones ring is the key (no pun intended) to our success.

Connecting with a Referral

It's exciting when we get a call from a referral for a client and then establish a relationship with said referral on our introductory call. We work hard to establish a relationship right from that first phone call. We take the time to understand the client's goals and needs. 

In the following example, my referral was a buyer. I've built the relationship and have gone to great lengths to understand their likes/dislikes and goals and now it is time for our first outing.  While I feel like I established a great foundation – my first outing is the true test. 

Communication and Showings

I scheduled showings for our out of town new buyers who had very limited time but knew exactly what they wanted. Our day was packed, showing them various exclusive gated communities and at every showing we were met with professional and gracious showing agents until one where the showing agent sent a showing assistant who was not only 20 minutes late but met us for the showing with the wrong key! 

While I know that I have done everything possible to prepare for a successful day, our buyers do not understand why this showing has gone awry and are feeling frustrated that we are now heading off track for our perfectly timed day.  

Consequences of Poor Communication

Our very pleasant day of back-to-back showings quickly got awkward. This scenario made not only me look like I didn't plan well but also left a very negative impression of the showing agent as well.  

This is just one of countless examples of how we as professionals can work together in our communication efforts to make every experience pleasant for our clients.  From the minute a showing is requested whether via directly with an agent or via an online showing request service, it is imperative that we communicate with each other in a timely and efficient manner.

We are all busy but we are also here to help one another whether on the buying or selling side. A simple call or text goes a long way in setting the expectations such as waiting on a seller, to confirm a showing request, or if running early or late for showings to let the other agent know and to help keep us all on track to ensure that everyone's time is valued and respected. 

How is Your Communication?

How do you do with communication? Everything from your business card to your print marketing should show your professionalism. You also need to be sure that you communicate clearly with other agents and your clients.

Good communication is essential – it’s time to brush up on your skills!


Noreen Payne is a partner in the All About Florida Homes team of Lang Realty. She and her co-partner, Amy Snook, provide concierge-level real estate service in South Florida. She is currently Chairman of the Board for the Delray Beach Chamber of Commerce and is on the Board of Directors for The Achievement Center for Children & Families, and is an active volunteer with The Caring Kitchen.


This post originally shared on PrinterBees' Real Estate Marketing Magazine.


Comments (16)

Will Hamm
Hamm Homes - Aurora, CO
"Where There's a Will, There's a Way!"

Great post Nadine and so true.  Hey I see you have a great special on Tote bags this week for $1.19.  Great for places that are doing away with plastic bags!


Feb 26, 2020 11:43 AM
Nadine Larder

Glad you liked it Will! We appreciate you!

Mar 02, 2020 05:00 PM
George Souto
George Souto NMLS #65149 FHA, CHFA, VA Mortgages - Middletown, CT
Your Connecticut Mortgage Expert

Nadine Larder good advice.  Without good communication most deals will fall apart.

Feb 26, 2020 11:55 AM
Nadine Larder

Absolutely! Thanks for stopping by!

Mar 02, 2020 05:00 PM
Greg Mona
West USA Realty - Scottsdale, AZ
Professional Real Estate Representation for YOU!

Great post, Nadine Larder! You know what the number one complaint is against Realtors from buyers and sellers; they are poor communicators! Sad, but apparently true when you see the results of polls on what consumers like least about working with real estate professionals. We can (and should!) do a LOT better at that. Our livelihoods do depend on it. 

Feb 28, 2020 07:06 PM
Nadine Larder

That is so true! Communication is completely free - it's the best investment we can make! 

Mar 02, 2020 05:02 PM
John Dotson
Preferred Properties of Highlands, Inc. - Highlands, NC - Highlands, NC
The experience to get you to the other side!

Nadine,  Great Post.

I had never put in perspective the thought of competitors having to work together to get the job done - HOW TRUE.

The one main thing that does set us apart individually is how well we communicate and stay in touch!

Feb 29, 2020 07:18 AM
Nadine Larder

That's absolute fact. Sometimes competitors do have to work together for mutual benefit!

Mar 02, 2020 05:03 PM
Wanda Kubat-Nerdin - Wanda Can!
Red Rock Real Estate Brokered by Real - St. George, UT
So Utah Residential, Referral & Relocation REALTOR

Oh yes, communication, especially good communication between parties means business now and in the future. Great article Nadine!

Feb 29, 2020 08:05 AM
Nadine Larder

Thanks Wanda! I'm glad you liked it! 

Mar 02, 2020 05:03 PM
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Hi Nadine:

Thanks for sharing this post - she raised some really good points, and an example - one that should not have happened - that served to iullustrate the key point about appropriate communication.



Feb 29, 2020 05:54 PM
Nadine Larder

I know, it was such a great story! Glad you found it helpful Jeff! 

Mar 02, 2020 05:03 PM
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

How frustrating for you!  On the other hand, I think buyers do not understand how much prep work goes into a long day showing several homes....the timing, the mapping of the home, how much time to spend in each's a lot of work before you even meet them!

Mar 01, 2020 12:01 PM
Nadine Larder

It was actually a guest writer, but yes, that would be incredibly frustrating! 

Mar 02, 2020 05:04 PM
Diana Dahlberg
1 Month Realty - Pleasant Prairie, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

Really enjoyed reading this post Nadine Larder ... without proper communication we can make or break a deal.  I work very hard to stay in close communication with my clients as well as all agents and parties involved. It pays off dividends!

Mar 03, 2020 05:45 PM
Nadine Larder

That's great Diana!

Mar 09, 2020 11:04 AM