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What do you know?
by ArLyne Diamond Agents with whom I work often report frustration with clients who tell them one thing and then fall in love with something else. Or clients say they’re "just looking," then freak out when you don’t call for two days. These situations often cause stress because as an agent, you strive to please your clients and serve them as best you can, which means adhering to their rules. A good way to avoid these problems is to better interview potential clients at the beginning of your relationship. Here are a few tips to help you:
Image is not everything. Don’t assume the guy in the sweatshirt and jeans doesn’t want to look at your most-expensive listing. Maybe his Armani suit is at the cleaners.
Ignore the buzz words. If a client describes herself as frugal and asks to see charming properties in a practical price range, don’t automatically translate that into: "I want an old fixer-upper because I have no money." People often don’t know the connotations certain words carry within an industry. Dive deeper and find out in specific terms what "charming" and "practical price range" really mean to her.
What has she seen? Your client may not know what she likes or doesn’t like. In addition to asking questions about a client’s preferences, show her a few virtual tours or pictures before leaving the office.
Define your involvement. Does your client expect you to hold his hand every step of way, or does he want you only when he needs help? Also determine how often you’re supposed to contact your client and by what means.
Avoid testing him. Don’t show your client properties that don’t fit his preferences in order to validate his parameters. If you’re unsure about what he really wants or think his demands are unreasonable, tell him. Don’t waste his or your time.
Roll with it. If, despite your best efforts, your client suddenly changes his mind about his "perfect" house, don’t fret. Smile and continue to work in his best interest.
ArLyne Diamond, Ph.D., of Diamond Associates in Santa Clara, California, is a professional development coach and management consultant. Contact her at 408/554-0110 or ArLyneD@aol.com.
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