How Do You Make Your Clients Feel?

By
Real Estate Agent with Value Added Service, 602-620-2699 SA5376460000

Today was a pivotal day for my professional advancement.  Feeling optimistic as today is the first of 6 classes to earn the High Performance Home Master Certification!   My calendar is set and my personal expectations are high to add more to my skillset.  I know this advanced knowledge will set me even farther apart from others in the field, but the base of my business will not change. 

Real estate has always been about solving problems, whether it's about a move or energy efficiency.  Solving how someone gets from point A to point B, effectively and efficiently to the best of my ability is key.   Maintaining the status quo has always included professionalism, integrity, thinking outside the box, and making sure everything is running smoothly.  What is unwritten is how clients feel about the service they receive. 

It's now more critical than ever to be sensitive to more emotional aspects in a buyer/sellers life when they come to me to buy or sell real estate.   With the current pandemic, it's even more critical to be aware of their circumstances surrounding a move.

A lot has changed with the way in which we live in our homes. Looking at the future, does their current home fit their needs?  If a seller stays in a home and chooses to add upgrades whether with finishes or energy efficient improvements, are those upgrades going to add value or be recuperated through utility savings?  Having that sustainable discussion about someone's home and life is key to repeat business. 

Acting with kindness, empathy, transparency, and a willingness to learn what it takes to accomplish their dreams is more important than ever.

Seeing this video today reminded me that some aspects of how we run our businesses simply can't be written in a business plan.   Kindness traits can't be taught.  It's ingrained in who we are as humans.  If we don't have the ability to make someone smile, show we care about them, they will know it and find someone who cares to solve their problems. 

This short video explains it perfectly.  Be the best person you can be and treat others with authenticity and compassion and you'll memorable, becoming a trusted source!

Do you have a high hospitality quotient?

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Comments (31)

Miriam Odegard
United Real Estate Indianapolis - Indianapolis, IN
Real Estate Broker Serving Greater Indianapolis

If I could give you a gold star, I would!! Having a client-centric business model is hands-down the #1 best practice in real estate. No one wants to feel like they're just a line item on your whiteboard when it comes to selling their home. It's one of the biggest transactions in a person's life. Excellent article. 

Mar 25, 2021 04:30 AM
Jan Green

Thank you Miriam!  That is very kind of you.  So agree.  It's critically important for a client to feel heard, valued, and understood in order to achieve that great working relationship that continues on into the future!

Mar 28, 2021 10:42 AM
Lise Howe
Keller Williams Capital Properties - Washington, DC
Assoc. Broker in DC, MD, VA and attorney in DC

I love your emphasis on kindness  I hope that my clients know I care about their outcome

Mar 25, 2021 05:30 AM
Jan Green

Thank you Lise!  I bet they do.  Just the simple fact that you feel that way is what they experience!

Mar 28, 2021 10:42 AM
Kat Palmiotti
406-270-3667, kat@thehousekat.com, Broker, eXp Realty - Kalispell, MT
Helping your Montana dreams take root

I love that video. "The way you make people feel is what they remember" - and being a favorite versus being the best - what a key distinction.

Thank you for sharing and good luck with your certification!

Mar 25, 2021 06:04 AM
Jan Green

Thank you Kat!  I wanted to title the article that way, but thought it would have more appreciation being heard from the video.  He has such an excellent way of presenting that entire process.  Have a great day!

Mar 28, 2021 10:43 AM
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Hi Jan- Love your post!  Clients, customers, etc can tell when all we see when we look at them is a dollar sign or closed deal. When we remember that they are people with real concerns and dreams, and always do what's best for them...this is what separates us from anyone else. 

Mar 25, 2021 12:00 PM
Jan Green

So true Kathy.  I know your clients feel that way about your service!

Mar 28, 2021 10:44 AM
Ed Silva
Mapleridge Realty, CT 203-206-0754 - Waterbury, CT
Central CT Real Estate Broker Serving all equally

Are clients need to be made to feel special as they are the lifeblood of our business and we are nothing without them.

I had to do a search to see what that certification you are working to achieve meant.  Good Luck to you

Mar 25, 2021 03:42 PM
Jan Green

Thank you Ed.  You won't find the certification as it's taught here locally by a building science expert. He has taught at ASU and currently teaches Arizona Building Officials (AZBO), energy auditors, builders, and home inspectors. He's such a brain when it comes to building science I'm privileged to partner when teaching my own classes to realtors.

Mar 28, 2021 10:45 AM
Paul McFadden
Responsive Pest Control - Seattle, WA
Pest Control, Seattle, WA.

Like a million bucks whether they spend a dollar or thousands. Thanks!

Mar 25, 2021 06:53 PM
Jan Green

Very true Paul!  

Mar 28, 2021 10:45 AM
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Beautiful post and I appreciated the video. I expect that YOU make people feel very good about doing business with you.

Mar 25, 2021 08:16 PM
Jan Green

Thank you for reading and watching the video.  I simply had to write this post after watching that video because he speaks to the very essence of service and what that should feel like.  It was a coincidental find and I'm very glad it showed up in my Youtube feed!  Have a great day!

Mar 28, 2021 10:46 AM
Endre Barath, Jr.
Berkshire Hathaway HomeServices - Beverly Hills, CA
Realtor - Los Angeles Home Sales 310.486.1002

Jan my take is I treat them the way I would like to be treated and that is a high bar:)Endre

Mar 25, 2021 09:36 PM
Jan Green

Excellent Endre.  Exactly how they should be treated.  Thank you for reading and have a great day!

Mar 28, 2021 10:47 AM
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Hi Jan:

This is such a well-deserved feature and such an important topic. Having met and talked with you in person, this IS you, from start to finish. And I particularly enjoyed the video - such a powerful message!

Jeff

Mar 25, 2021 10:37 PM
Jan Green

Ahh thank you Jeff!  You are  gem in your business and no doubt practice being your clients and prospective clients favorite!  

Mar 28, 2021 10:47 AM
Paddy Deighan MBA JD PhD
federalfinanciallawgroup.com - Vail, CO
Paddy Deighan J.D. Ph.D

with everything goiung virtual such as Zoom...many professionals have forgotten that the personal touch and face to face encounters are still the best way to provide the best experience for clients

Mar 26, 2021 01:09 AM
Jan Green

Very true!  It's difficult to convey what is most important to clients through zoom. I tend to get a bit animated to make a point by pushing away from the camer so hand gestures are visible!  Making them laugh and being there for them during this crazy time is sometimes the most we can hope for.  Have a great day!

Mar 28, 2021 10:48 AM
Jamie King
Hoty Enterprises, Inc. - Huron, OH
Sandusky, OH

Love that video! Yes, yes, yes! Hospitality in every business would be wonderful.❤️ Thanks for the post and congrats on pursuing your classes.

Mar 26, 2021 05:37 AM
Jan Green

Thank you Jamie!  If you appreciate that video then you practice that same mantra as well.  Appreciate you reading and watching the video.  Reviewing it over and over I find different pieces of it so intriguing!  Have a great day!

Mar 28, 2021 10:49 AM
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

Eleanor Roosevelt was a wise woman and one I admire greatly. Thanks for sharing ths quote. As I pause to reflect on the many people I know, quite a few miss the kindness aspect as their first response to things, yet they consider themselves kind. I think some assume authenticity translates into a need to be brutally honest. Or they try to guide someone to their notion of the truth in a somewhat condescending manner. In my opinion, being kind and thoughtful about others feelings paves the way for bringing happiness. Empathy is highly under-rated. 

Mar 26, 2021 07:54 AM
Jan Green

Thank you for your very insightful response!  You are so right.  The first objective is to listen intently and understand what someone is saying without immediately responding.  To me, that's a part of kindness that translates into understanding someone's wants and needs.  Being authentic isn't easy for some if they are guarded when meeting new people.  I think it's about meeting people where they are in their lives and being present in that particular moment with them so they feel your authenticity.  And yes, there are those that feel the number of years in business earns them the right to be so bold and condescending.  Not a good business practice.  Thank you for reading and commenting! 

Mar 28, 2021 10:53 AM
David Fox
Progressive Lending Solutions - Saint Paul, MN
Mortgage Loan Consultant

Thank you so much Jan for taking the time to share your feelings and passions and for introducing me to the world of Danny Meyer. I connected immediately to his philosophy of surrounding yourself with people that have a high HQ! Brilliant!

Mar 26, 2021 09:45 AM
Jan Green

Isn't he amazing David?!  He translates perfectly what can set a business apart, true caring and kindness, which makes a business/person memorable.  Thank you for reading and watching!

Mar 28, 2021 10:54 AM
Kathleen Daniels, Probate & Trust Specialist
KD Realty - 408.972.1822 - San Jose, CA
Probate Real Estate

Hello Jan, People do need more from us because of the pandemic and the environment caused by the pandemic.  My HQ is very high. It is why people hire me ... combined with my skills, knowledge, and experience. 

Hospitality is not always easy ... but it is always necessary.  Even when "we" are having a bad day or don't feel well, we must rise up and be hospitable.  It is important to make everyone feel special and cared about. 

Mar 27, 2021 09:46 AM
Jan Green

You understand perfectly how best to be there for your clients.  Thank you for reading and commenting! 

Mar 28, 2021 10:54 AM
Tim Ventura
Digital Marketing Consultant - Blaine, WA
Digital marketing & technology consultant

This is a great post, I love the fact that you're helping to humanize real estate, which is always important but especially right now, during the pandemic!

Mar 27, 2021 10:26 AM
Jan Green

Thank you Tim!  You're so right.  We need to be there for others due to the craziness in the housing market that now exists and the lingering Covid realty!  Thank you for reading and commenting!

Mar 28, 2021 10:55 AM
Sham Reddy CRS
H E R Realty, Dayton, OH - Dayton, OH
CRS

Thanks for sharing Jan!

Real estate has always been about solving problems, whether it's about a move or energy efficiency.  Solving how someone gets from point A to point B, effectively and efficiently to the best of my ability is key.   Maintaining the status quo has always included professionalism, integrity, thinking outside the box, and making sure everything is running smoothly.

Mar 28, 2021 05:01 AM
Jan Green

Thank you for your comments and reading this post.  It's something I've wanted to write about, but when I happened upon that video by accident it really struck a chord as to what we do in this business.  We make a difference in peoples' lives and have the opportunity to be of the most help in a stressful situation!

Mar 28, 2021 10:58 AM
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

I agree Jan!  Our job is not just facilitating the transaction--we have to manage expectations, emotions, settle conflicts and always represent our clients' best interest.  We have to stay level headed and calm and show empathy with the clients

Mar 29, 2021 09:24 AM
Jan Green

Spot on Mary!  It's so important to react and ask questions on behalf of a client, to have their best interests at heart as  a primary focus.  Thank you for reading and commenting!


 

Apr 05, 2021 10:27 AM
Patricia Feager, MBA, CRS, GRI,MRP
DFW FINE PROPERTIES - Flower Mound, TX
Selling Homes Changing Lives

Jan, congratulations on achieving one of the best FEATURES on ActiveRain. I read your article and watched the video and it made all the difference to me. I think it's great that you are working toward achieving certification for High Performance Master recognition. You continue to surpass common expectations other realtors and business owners strive to achieve but miss the boat. I know you're going to do great, learn a lot, and the recipients of your kindness, optimism, work ethics, curious intelligence, and integrity will benefit. Your loyal customers will benefit greatly. 

Jan, I'm a believer in you. If that Certification Program becomes available where I live, I'm going to sign up. I wish you the best always.

Mar 31, 2021 02:56 AM
Jan Green

Thank you so much Patricia!  The Master Certification for High Performance Homes is taught by my teaching partner.  He's unbelievably savvy in construction and teaches building codes, thermal dynamics which a lot of us actually know, but don't know the terms.  Building codes are updated every 3 years and adopted by states and cities.  Check in your city which building code they are building towards.  If you're lucky it's the 2018 code, and it's excellent if they are building to the 2021 code that just came out, but not likely.  The city of Scottsdale will be the first in the state to adopt the 2021 in the coming few months.  I'm blessed to have landed here and I love the city's attitude toward the environment through construction codes, water saving methods, and their green building program.  It's the strongest next to the LEED for homes program. 


The next time you see a new home, ask the rep what building code they are building?  Ask what their HERS scores are?  And ask about indoor air quality.  Then compare builders.  


Thank you for reading and commenting!  

Apr 05, 2021 10:31 AM
Shannon Jones
The Shannon Jones Team - Long Beach, CA
Long Beach CA Real Estate

So true! We are not salespeople, we are service people who should always have their clients' needs first.

Apr 14, 2021 03:23 PM
Lynn B. Friedman CRS Atlanta, GA 404-939-2727
Atlanta Homes ODAT Realty - Love our Great City - Love our Clients! Buckhead - Midtown - Westside - Atlanta, GA
Concierge Service for Our Atlanta Sellers & Buyers

Jan Green 
Wonderful reminder of what one's job actually is! Thanks for the words and the video.
All the best - Lynn

May 05, 2021 05:55 PM