7 Things Real Estate Clients Want Agents to Stop Doing

REAL ESTATE TIPS

AUTHOR:NANCY ROBBERS

Source: thecrazyfilmgirl via Flickr Creative Commons.

Client satisfaction — and the referrals it can generate — should always be a top goal. Otherwise, your business and your reputation can suffer. Your work style and partnership approach with clients dictate how the relationship will work and how satisfied they are with your results. The ends don’t always justify the means if, upon closing, your clients feel alienated and glad to be rid of you.

Here are 7 things real estate agents should stop doing so they can gain and maintain happy clients.

1. Omitting information about a listing or a home, or deciding for your client what you think they should know. Intentionally withholding the details about a listing can be seen as questioning your clients’ wishes and their intelligence. Worse, less than full disclosure of certain details can be illegal. You want your clients to be happy with your efforts; that means keeping them informed and participating in the process by sharing any information that influences their decisions.
2. Delaying bad news — or not giving it at all — and not delivering it personally. Bad news in the real estate business is a given and when relaying it to clients, you should take a rip-off-the Band-Aid-quickly approach as opposed to a slow peel. Some bad news will require a decision right away from the client; other news requires your own immediate action after you inform the client. Either way, delivering bad news as soon as you receive it — and respecting your clients enough to do it in person or, given no other choice, over the phone — makes you look compassionate, proactive and on the ball.
3. Being late or sloppy with paperwork for inspections, finances, legalities, etc. When your clients signed on with you, you confidently told them you would navigate them through this life-changing process. If you can’t be relied upon to know when completed documentation is due and when tasks are scheduled to occur, your reputation and your business will suffer enormously. Also, pay attention to your spelling and syntax when you contact clients: no typos, sloppy grammar or incomprehensible messages, and always remember to include attachments if you reference any.
4. Not following up with clients in a timely manner, and not making time — or being unavailable — for them. Clients are your bread and butter, so don’t ignore their phone calls, emails or texts. Get back to them as soon as humanly possible. Also, let your clients know your regular schedule, when you are available and how they can reach you (especially if you’re away on vacation or for an extended period of time).
5. Keeping clients in the dark about your selling strategy or marketing plan. Clients hate feeling played or “sold to.” Be honest with them. Tell them upfront what your battle plan is and then keep them informed along the way. Give them visibility into all the legwork you’re doing on their behalf so they know you are dedicated to helping them and have forged a pathway to success. Don’t let them feel that you overpromised and underdelivered.
6. Acting disinterested, unprofessional and uninformed. Take the time to listen to your clients’ wants and needs. Sending listings or showing buyers houses that are outside of their price range or search criteria tells them you haven’t been paying attention. Not having data to back up your pricing methodology when a seller won’t budge on their overpriced home gives the impression that you’re inept. Hedging questions or fudging answers, and having no insight into the client’s target neighborhoods or the market activity just makes you look like a rookie. Your actions must reflect the professional you are by showing that you have truly listened to the client and understand their needs.
7. Disrespecting your clients. Trying to talk a client out of something she really wants, making buyers feel bad for spending less, berating sellers, being pushy, criticizing clients, offering bad advice, missing appointments or being late to them — all these things are downright rude and, frankly, abusive. Your goal is to develop long-term relationships with clients. You can’t achieve that by treating them as if they’re stupid, cheap and ignorant. You need them as much as they need you.

Customer service can’t be your-way-or-the-highway. The minimum a client expects from you is help finding their next home or selling their current one. You should be able to provide that assistance professionally and expertly, and in a way that makes the client feel valued, engaged and confident in their choice of agents. Don’t give them any excuse to think you are complacent, deceitful or greedy in any way. Halting abrasive behaviors on your part means the difference between having a five-star review or a one-time client.

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