How do you keep your clients happy when you haven't yet completed a deal?

Asked by Trulia Fremont, Fremont, CA Wed Apr 3, 2013

If they are buyers- before they have purchased a home. If they are sellers- before they have sold their home.

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Answers

15
Dawn Rivera, Agent, Fremont, CA
Wed Apr 3, 2013
I always return all calls and emails within the hour and when they have questions, I get the answer the same day unless I have to wait on a third party for an answer. If my client is a buyer I communicate often about what tthey want to make sure I am taking them only to properties they would have an interest in so I do not waste their time.....Dawn
1 vote
Randall Ortiz, Agent, Sacramento, CA
Wed Apr 3, 2013
I communicate with them a lot, be open and honest. I also return all emails and phone calls right away. If I don't know an answer to a question, I will let them know I will get back to them, and I do as soon as I get an answer.
1 vote
Judi Monday,…, Agent, Green Valley, AZ
Thu Apr 4, 2013
First and foremost through continuous communication with them so they know what's happening and what to expect as the transaction progresses.
0 votes
John Souerbry, Agent, Fairfield, CA
Thu Apr 4, 2013
Tell them what is likely to happen as the transaction begins and keep them informed throughout the process. One of the biggest complaints from consumers regarding brokers is that they don't keep them informed of what's going on. Even if NOTHING is going on, that's something they need to understand in the context of their sale or home search.
0 votes
Annette Law…, Agent, Palm Harbor, FL
Thu Apr 4, 2013
Buy lunch.
Listen.
Update them regarding progress.
Buy Lunch.
Listen.
Update them regarding progresss
Buy lunch......
0 votes
charo bhatt, Agent, Fremont, CA
Thu Apr 4, 2013
In my opinion we are in the business of consulting. Well organized, systematic analysis, recommendations and information should be provided to clients so that they can make a well informed, intelligent and timely decision.

Every client comes to our door with the expectations that we are the expert in our field/industry.
It doesn’t require a deal to be completed to make our clients happy. If we can just be the right resource we can not only make our clients happy but get repeat and referral business.
Web Reference:  http://www.HomesByCharo.com
0 votes
Pacita Dimac…, Agent, Oakland, CA
Wed Apr 3, 2013
At all stages, responsiveness, empathy and clear communications are paramount.

In my prior position in corporate America, we used to analyze situations and results by outlining pluses and deltas (things we can change/improve)

This may work in any situation. So if the outcome is not what we would have liked, it's essential to review what went right, what was in our client's favor. Then review what went wrong, and what we could have done better and can do better next time.
0 votes
Akil Walker, Agent, Upper Marlboro, MD
Wed Apr 3, 2013
Communicate .. Good or bad I try to inform my client is what is going on. For example today I had to inform my buyers that their loan was not approved. but i told them that i had plan B. There was disappointment but they appreciated the honesty and will be able to move forwarded and find a new loan.
0 votes
The Medford…, Agent, Fremont, CA
Wed Apr 3, 2013
Since the current market is skewed against buyers, and, under the current circumstances, it's quite easy to work with sellers, I’ll talk about buyers.

It’s like a world gone mad: hundreds of buyers lining up to get homes they can finally afford, but no matter what they do, they can’t seem to get one. Not just a Fremont problem, it’s across the entire Bay Area. The result? Disappointment, frustration, even anger. Directed at whom?

Realtors.

It goes without saying that Realtors aren’t the root of the issue. We’re not the reason that the Bay Area is experiencing an inventory crisis, nor are we responsible for soaring prices. Just like we’re not responsible for record low interested rates. Larger forces are at work. We are, however, the most visible targets in sight and, ipso facto, the ones getting the heat. So much so that many buyers, having written numerous offers with one Realtor, are switching to another and another and another just to see if the next has some market secret the first, second or third didn’t have. If it hasn’t happened to you, it will – it just means you probably aren’t working with a lot of hopeful buyers.

It’s time for everyone to take a deep breath and remember how we ended up here. The market reversed in February, 2012 and has been a seller’s market ever since. Foreclosure listings have dwindled to a trickle (no Virginia, there is NO foreclosure shadow inventory in the Bay Area). A majority of normal sellers have decided to sit tight. Many distressed homeowners, previously under water and candidates for short sales, are now back in the black. Others have decided to capitalize on low interest rates to invest in their current digs and remodel rather than relocate.

Consequently, inventory is down 25% from 2013. Additionally, cash buyers are out in throngs, causing a Bay Area wide jump in cash transactions from 31% last year to well over 40% in Q1, 2013. Sellers, sensing blood in the water, are demanding offers be written with no appraisal contingency since it’s obvious they won’t appraise at offered prices. In the midst of this, some buyers still believe they can offer under asking because they don’t “feel” any given property is worth as much as others are willing to pay. Realtors, trying to advise buyers what they need to do to get a home, become the bad guys because buyers don’t like what they are hearing. Thus they switch to another Realtor, hoping that somehow something magical will happen.

Our advice to buyers to keep them in the game and dedicated? We tell them to pick a Realtor with a proven track record in the current market, follow their advice and keep at it … until they win. Switching will only cause more delays and frustration – you can bank on it.
0 votes
Linda Peters…, Agent, Beaverton, OR
Wed Apr 3, 2013
For buyers - if they are not finding anything to make an offer on - verify again and again - identify what they want........make sure you are all on the same page. Once they understand what their price will buy, it will come.
0 votes
Josh Barnett, Agent, Chandler, OK
Wed Apr 3, 2013
If you are doing your job right, your clients will be happy with you, if your not doing your job right, you could get sued.
0 votes
Joe Patel, Agent, San Ramon, CA
Wed Apr 3, 2013
As long as I am ethical,honest and communicate with my client in everything I do,they trust me as their only realtor.
0 votes
Cindy Davis, Agent, San Diego, CA
Wed Apr 3, 2013
I can only speak for myself, but I do communicate a great deal with my clients. If I am doing things on their behalf, I let them know. Also, I pick up my phone, return calls promptly and respond to whatever they request of me.
0 votes
Michael Tess…, Agent, Fremont, CA
Wed Apr 3, 2013
Consistantly and constant communication and always return all their calls in a timely fashion...mine are always returned the same day I receive their call, email, text however they communicate is how I respond personally.
0 votes
Brian Ripp, Agent, Fremont, CA
Wed Apr 3, 2013
Clients (buyers or sellers) are often happy when all of their concerns are answered and they have a great level of trust in their realtor.
0 votes
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