Managing Real Estate Client Expectations

real estate agent educating clients

Managing real estate client expectations can be a challenge for agents, but here are five tips that will help keep the process on track and help build strong agent-client relationships.

1. Be genuine and honest to manage real estate client expectations

Being genuine may be a fundamental principle of providing client services, but it is all too easy to forget. You may say “yes” to please your client when saying “maybe, ” or even “no,” might be the better reply. Being realistic when a client wants to sell a property for twice the market value or when a buyer wants to find a bargain in a hot market pays off in the end. You never want to hear a client complain, “But you promised me a buyer at my required sales price.”

2. Educate your clients

Clients often go into buying or selling with little knowledge of real estate. Thanks to the Internet, as well as television programs that show clients easily finding their dream house after just looking at a few homes, clients have access to a lot of information—some of it quite inaccurate.

Take pricing, for example. Jamal Asskoumi, owner of CastleSmart, an online real estate agency, says, “The common misconception that many homebuyers come into process having is that price can be negotiated to what they want.” Most homebuyers are looking for a home with a specific budget in mind, and if they see a property they love, they will want to make an offer that is sometimes unrealistic.

“Some buyers will insist on making incredibly low offers, which unintentionally are disrespectful to the seller and a waste of time for both parties,” he continues.  He makes sure to sit down with his clients before making the offer to advise them what might be realistic, even though the decision is ultimately theirs. “Most of the time, they take my advice after this discussion.”

Clients also need to be educated as to just how much house they can afford. Dr. Shawn Council, an attorney who is also a licensed broker in Connecticut and Maryland, points out that often, buyers do not know their FICO scores. He adds that they often do not know what the average house costs in their desired neighborhood.  Moreover, they often do not know the current fair market value of the house that they currently occupy.

He says, “As a real estate professional, I try to help them navigate between their desires and their home buying or selling reality.”

3. Stay in touch

When working with new clients, find out their preferred communication method. Some clients may prefer face-to-face meetings while others are too busy and prefer emails, phone calls, or texts. Find out how often your clients want to communicate. Do they want updates on a daily or weekly basis? Or would they prefer you not call until you have an offer in hand?  Establish this from the beginning to avoid miscommunication.

Nathan Garrett, a Realtor with Garretts Realty Group in Louisville, Kentucky, likes to follow up with his clients at least once a week, even if he has no new information to share. “Reach out to them and let them know what they can expect in the coming weeks ahead,” he advises.

4. Be a good listener

Listening is often one of the least used tools in dealing with clients. In real estate, many clients are not only unsure of what they want, but they often cannot articulate it when they do. It’s up to you to listen carefully so you can identify what is being conveyed. One good method for doing this is to repeat what you believe you have heard from your client to confirm its accuracy.

Do not take anything for granted based solely on your observations. Just because your buyer currently has a three-car garage, this doesn’t mean that client wants a new home with same size garage. Don’t count on observations to determine what a client may want in a new home; ask questions—and listen to the answers.

5. Show empathy and compassion

It’s easy to forget what it’s like to enter into the complex world of buying and selling real estate without a lot of experience. Sellers may be selling even if they do not want to. Buyers might be downsizing because their children have moved out. Buying and selling real estate can be an emotional process, and your clients have more going on in their lives than just this transaction. Having empathy and compassion for what they may be experiencing will make you a more effective agent.

Managing real estate client expectations takes a special skill that is heavy on good communication. Keeping these tips in mind will help ensure your clients enjoy the process and look to you when it comes time for their next transaction.

Interested in growing your knowledge on the topic of Real Estate Customer Service? Click here for some great resources—including webinars, CE courses, blog posts, and podcast episodes.

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