While real estate is a business based on property, it’s also about people and feelings. Buying a home is typically a highly emotional decision for people, so it’s crucial to understand your clients on a deeper level and make a personal connection with them. Stronger relationships will lead to more sales and referrals – but our clients are more than just dollar signs. Keep reading for 8 game-changing client relationship tips to implement today.
Be an Active Listener
Your clients come to you with a specific vision in mind. While you may have more experience in real estate, you must listen carefully in order to help them achieve their goals. Being an active listener is an often undervalued skill when it comes to client/agent relationships, so getting it right can do wonders. Be attentive to a client’s lifestyle, personality and body language. It can be difficult to decipher exactly what they want via email or quick phone call, but a true understanding of who they are will provide you with more clarity.
There may not be new developments everyday, but real estate can be a marathon. It’s important to find innovative and consistent ways to maintain top-of-mind status with your client. Some folks take months when deciding on buying a home, so maintaining regular communication throughout their journey is key. If you get lazy, that sleepy lead may decide to take their big next step and start looking for a new realtor to make their dream a reality.
Always Follow Up
Consistency is key in this business. Regardless of whether or not you close the deal, whether you have a great client relationship or an awkward one, etc… you need to follow up. A bit of time and attention to detail can go a long way in creating future leads and steadily growing your business. How you follow up can range from a casual email to a handwritten letter or small gift, depending on the circumstance.
Real estate isn’t limited to strict “business” hours, but that doesn’t mean you need to be available 24/7. You may have experienced clients who feel that they can contact you at any hour of any day. Don’t be afraid to stand up for your me-time and let them know that you’ll be unavailable during specific times. If the idea of cutting off access is unsettling, try confirming with clients that their message has been received and that you will reply to them during office hours. This way, they’ll know that they won’t have to wait long for your response. To make responding even less time-consuming, save a draft of a template that you can easily copy and paste.
Adapt to Change
Expect clients to change their opinion during their home search as they navigate this big decision. Try putting yourself in their shoes and you’ll understand that it’s totally normal to change initial plans. Have patience. Yes, it’s frustrating when you need to re-do tons of work in order to meet new customer requests, but being adaptable and flexible is a quality you will need to retain high-quality connections in the real estate business.
Attend Client Events
If your client is thoughtful enough to invite you to a special event or gathering, you should consider showing up. Client events can be great opportunities to solidify your relationships and start new ones through networking. Your client’s invitation demonstrates a sense of trustworthiness and satisfaction with your work, so you’ll be starting off on the right foot with every prospective customer you meet.
Make Your Brand Visible
Put your brand in front of people as much as you can – without being overly intrusive. Whether in the form of a cell phone case or a t-shirt, showcasing your brand is a great conversation starter. When people ask about your business, don’t be ashamed to talk about your achievements. You never know when a casual chat can lead to new connections and growth for your business.
Customer relationship management (or CRM) tools are essential to your client relationship strategy. If you’re working in the real estate industry, chances are you already have a CRM up and running. Are you taking advantage of all of its tools and capabilities? When used well, CRM can transform the way you manage client relationships and make your day significantly more seamless.
In sum, a strong customer relationship starts with you. It’s your responsibility to create the right dynamic with clients by understanding them and improving each individual relationship. Be consistent in your follow-ups, professional behavior, attention to detail and willingness to learn more about client needs. Do you have your own tips for client relationship success? Share them in the comments below!