One of the most common complaints sellers have about their real estate agent pertains to lack of contact or consistency in communication. Although you’re busy trying to get your seller’s house sold, it’s imperative to maintain open lines of communication to build rapport within the real estate industry as well as among potential buyers and sellers. Don’t forget that a seller is not only the source of one sale, but many more in the form of referrals! Use these communication tips to build confidence and trust in your clients:
1. Always explain the process
It’s crucial to always provide all necessary information when communicating with your seller. Their investment is incredibly important to them, and surprises will never be appreciated. As a rule of thumb, always thoroughly explain the process of selling a home. Break down the steps, and write them down for your clients if need be. Consider offering an e-book or an online video that explains the entire process from start to finish. Include things such as the MLS listing process, your marketing plan, what happens when offers are received, the process of accepting an offer, etc. This allows your clients to feel included well throughout the selling process, even if they aren’t communicating directly with you on the phone.
2. Determine your client’s preferred method of communication
Some clients will want a phone call on a regular basis, while others prefer a text or email, but only when some new information is received. Every client is different, so always determine what their preferred method of communication is, as well as their preferred frequency. Discuss whether they want a follow-up call even if there is no news, or if they’d prefer for you to check in once a week. Your clients shouldn’t have to chase you down to get an update on the selling process. Once you know their preferred method of communication and preferred frequency, you can use that to your advantage to keep your clients happy and informed.
3. Always relay valuable information
Whenever you speak with your seller, always try to provide them with valuable feedback. Even if there have been no developments in the selling process since the last time you spoke, let them know what you’ve been doing behind the scenes to get their house sold. This provides them with a sense of security and trust in your services. Some information to keep your clients updated can pertain to the number of people that came through their house, any buyer or agent feedback, market updates, etc.
4. Understand your role as a consultant
Once you have obtained a listing, your role switches over to being a consultant as well. In other words, your seller hired you not only to sell their home, but for your extensive knowledge and experience within the real estate industry. Your clients want to gain as much information about the process as possible, which provides you with the opportunity to build customer loyalty and trust.
5. Always follow up
Even if no movement has been made on your clients’ particular listings, you need to be communicating with them regularly to keep feeling involved. Many real estate agents don’t make the call because they have no new information to relay. Often times, this is a missed opportunity to build rapport with your client, and show them that they are top of mind. You can always send a quick message or make a quick phone call to say you will keep them updated.
With these tips, you will ensure a smooth selling process – and secure potential business referrals. Aside from constant communication and follow-up with your current clients, don’t forget that social media, Facebook specifically, is the perfect channel to communicate with potential clients and your market as a whole. Communicate with your clients effectively and you will set yourself up for success.
