How is YOUR Bedside Manner?

By
Real Estate Agent with eXp Realty of California, Inc. CA DRE #01490977

How’s YOUR Bedside Manner?!

 

I had a doctor appointment yesterday with my primary doc, who I like a great deal and have since I started seeing him probably 9 or 10 years ago.

 

Interacting over the computerHis reviews are all very positive (yes, I looked), and I agree with them. In particular I feel like many of his patients do…he has a great bedside manner.

 

For me, that means someone I feel I can talk to, and trust, and someone who clearly is focused on me and my concerns and questions when I am sitting there in front of him versus feeling he is rushing along to get to the next patient. He's someone who has an interest in what I have to say - I can tell by what he says and how. He takes the time to listen, and then responds. And when I have questions I get answers.

 

My doctor’s time is valuable…I understand that, but insurance and demands from the medical practice tend to encourage seeing as many patients as possible and minimal time spent with each as opposed to taking all the time needed with each patient…but my time, and my concerns, are valuable too.

 

When I go to see my doctor it’s about me!! Or at least I feel it should be. WIIFM, right?!

 

So how is YOUR bedside manner with your buyers and sellers?

 

  • Do you take the time to listen to what they have to say?
  • Do you carefully listen to their questions first, and then respond appropriately?
  • Do you take as much time as needed to address any issues, explain concepts, talk about possible issues that might arise, or are you rushing to get off the phone or to end the email and move on to the next issue?
  • Are you reassuring in what you say AND how you say it (e.g., texts, emails, voice mails, live phone calls), and willing to take the necessary time to hear them out, or does your tone of voice suggest otherwise? An abrupt text or email is not reassuring. And are there times when it’s better to pick up the phone and call rather than responding via text or email?!
  • Do you respond promptly when your buyer or seller has a concern or a question and reaches out, or is the response…it can wait, it’s not that important! But keep in mind it is to them, just like you sitting on that chair in your doctor’s office.

 

You get the idea.

 

Doctor, Patient, ConsultationNo doubt our style of communication is a big part of our bedside manner, whether in person, on the phone, via text or in an email.

 

Conveying a positive and reassuring bedside manner might be even more difficult since we are not always in front of our clients, or prospects.

 

What clients and prospects interpret about our bedside manner is many times without the benefit of the tone of our voice and non-verbal cues and based only on the words read on a phone or computer screen.

 

It’s still possible to have a positive bedside manner buyers and sellers will appreciate and value, even when we are literally not at their bedside!

 

How might this be accomplished?

 

  1. Respond promptly to questions and concerns – it shows you care, even if you don’t have the answer immediately and need to follow-up. If it’s a call or text get back in touch as soon as possible.

 

  1. Take the necessary time to listen – that phone call might mean far more to the buyer or seller that you realize. The issue might seem trivial to you, but it’s important to them.

 

  1. When you do respond to an email or text, be sure to address the issues that were raised by your client…not doing so implies you weren’t paying attention, and did not take time to read what they said, which could in turn suggest you don’t care about what they are feeling and thinking. It might seem trivial, but it’s important to them or they probably wouldn’t have brought it up in the first place.

 

  1. Be mindful of your tone of voice when you are talking on the phone or leaving a voice mail. Plus watch what you say and how you say it in your text or email. Is it possible you sound abrupt or impatient? Could what you are saying be misinterpreted in some way? Are you responding emotionally when that’s clearly the wrong thing to do?

 

Is YOUR bedside manner something that your clients appreciate and value?

Or might it put them off?

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Re-Blogged 2 times:

Re-Blogged By Re-Blogged At
  1. Joe Jackson 01/13/2021 04:34 AM
  2. Ginger Harper 01/13/2021 05:30 PM
Topic:
Real Estate Best Practices
Groups:
SAN DIEGO Real Estate Agents & Loan Officers
Realtors®
Certified Residential Specialists
Tags:
customer service
professionalism
professional conduct
bedside manner

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Ambassador
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Brian England  - I sure hope that's the case!

faye schubert  Excellent point! A listing agent accompanied me and my buyers on a pretty high end home and she did not stop talking from the moment we walked in the door. Total turnoff to me, and my buyers!

Jeff

Jan 13, 2021 12:11 PM #39
Rainmaker
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Gwen Fowler-864-916-2019 SC Mountains Lakes Homes
Gwen Fowler Real Estate, Inc - Salem, SC
Gwen Fowler Real Estate, Inc.

I feel like it's less of a " bedside manner" and more of how you communicate with a client. The bad news is not something I have to give too often I just lay out the facts and guide through a process. As far as your doctor I may need his number because my doctor is allowed 2-3 business days to return my messages. 

Jan 13, 2021 12:57 PM #40
Rainmaker
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CANDACE (Candy) STEVENS
Number Cruncher LLC - Overton, NV
Helping Taxpayers Resolve IRS problems

I never thought of dealing with my clients like I expect a doctor to deal with me.  This is something I will work on

Thank you very much for sharing Jeff Dowler, CRS.

Jan 13, 2021 12:59 PM #41
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Erik Hiss  Your kids a learning a valuable lesson listening to you!

Thanks for saying that Kat Palmiotti 

Jeff

Jan 13, 2021 01:12 PM #42
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Hi Robert Rauf  Your last sentence sums it up perfectly!

Sam Shueh You can still have a positive bedside manner even when focused on business issues.

Jeff

Jan 13, 2021 01:15 PM #43
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Hi Sharon Lee  So true.

Sounds like a good set-up that works well for your business Scott Seaton Jr. Bourbonnais Kankakee IL Home Inspector 

Thanks!

Jeff

Jan 13, 2021 03:10 PM #44
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Kathleen Daniels, Probate & Trust Specialist 

I'm not at all surprised about the feedback!

As far as that other situation...well, someone needs to pay more attention to how prospects are responding, or not. Sometimes you just HAVE to interrupt.

Jeff

Jan 13, 2021 03:13 PM #45
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Debb Janes EcoBroker and Bernie Stea JD 

I've been pretty fortunate with my doctors and PA's over the years, but there have been a couple that I found challenging to deal with...one that my Mom had.

As fas as both of you I'm not surprised that you get plenty of high marks in your business.

Jeff

Jan 13, 2021 03:17 PM #46
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Liz and Bill Spear
RE/MAX Elite 513.520.5305 www.LizTour.com - Mason, OH
RE/MAX Elite Warren County OH (Cincinnati/Dayton)

One of my points of pride is responding quickly to clients and being patient.  I don't push, it's important to find THE right home and not just A home, and they know that's my desire when working with them. 

I just finished selling a parcel of land after almost 3 years for what was probably below minimum wage pay if you calculated the number of hours I invested into finishing that $35k sale.  I was just thankful they stuck with me to the end (multiple contracts that fell through over the years), and they were thankful that I was willing to stick it out with them.  The thank you card they sent me after closing was priceless :)

Jan 13, 2021 08:12 PM #47
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Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Thanks for keeping us all in check and checking in with us about keeping it real, so to speak.

Jan 13, 2021 08:29 PM #48
Rainmaker
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Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

I really understand the point of wanting to really get it right that way. Keep up the good work! Liz and Bill Spear

Jan 13, 2021 08:42 PM #49
Rainmaker
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Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Jeff Dowler, CRS I really think I’ve been fortunate to but you really have to stay on top of things sometimes, if not all the time

Jan 13, 2021 08:43 PM #50
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Dörte Engel
RE/MAX Leading Edge - Bowie, MD
ABC - Annapolis, Bowie, Crofton & rest of Maryland

Dear Jeff,

You can service your clients much better, if you find out what they really want and need. In the end, it probably saves everyone time and money too, because you address all concerns appropriately and in a timely manner.

Jan 13, 2021 09:00 PM #51
Rainmaker
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Scott Godzyk
Godzyk Real Estate Services - Manchester, NH
One of the Manchester NH's area Leading Agents

I love the segway Jeff Dowler, CRS . I think the most important thing is to know when to listen and when to talk. You can learn more by listening

Jan 14, 2021 07:14 AM #52
Rainmaker
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Lyn Sims
RE/MAX Suburban - Schaumburg, IL
Schaumburg Real Estate

This is so very true & if I don't get my 'paid attention time' I'm grumpy. It is what I deserve as a patient or a paying customer. Distractions like phone calls, etc do not make the client/patient feel valued.

I have one doctor that takes too  much time lol. 

Jan 14, 2021 07:47 AM #53
Rainmaker
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Hella M. Rothwell, Broker/Realtor®
Carmel by the Sea, CA
Rothwell Realty Inc. CA#01968433 Carmel-by-the-Sea

Sometimes we can be TOO helpful when all they want is to be listened about what is in their minds NOW.  However, you can guide them along as you get to know them and spend time with them. 

Jan 14, 2021 10:45 AM #54
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Jim Paulson
Progressive Realty (Boise Idaho) www.Progressive-Realty.info - Boise, ID
Owner,Broker

Silly me, I always thought a good bedside manner was saying "Please" and "Thank You" in bed. ;) Sorry Jeff Dowler, CRS I couldn't help myself. :)

Jan 16, 2021 09:37 AM #55
Rainmaker
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Jim Paulson
Progressive Realty (Boise Idaho) www.Progressive-Realty.info - Boise, ID
Owner,Broker

I remember at my wife's intake session with her doctor the admin clerk mentioned the doctor is incredibly bright but didn't have the best bedside manor.  I told her in this case, I would take brilliance over BS.  However, in real estate, I remember learning that people don't care how much you know until they know how much you care.

Jan 17, 2021 08:36 AM #56
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Gwen Fowler-864-916-2019 SC Mountains Lakes Homes 

I think communication is what it's all about.

I can leave messages for my Dr. but it's most efficient to send an message through their portal - I usually get a response that day from my Dr. or a technician, depending on the issue. I'm impressed with that!

Jeff

Jan 18, 2021 07:51 PM #57
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Thank you CANDACE (Candy) STEVENS 

Well it's another example of providing great service to the client, isn't it?

Jeff

Jan 18, 2021 07:52 PM #58
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