"The SECRET" .....to working efficiently with Buyers. Part 6 My expactations of my clients.
By Greg Perry, Kirkland Realtor
Eastside real estate
I think the most important concept here is that every agent should have some kind of expectation of their clients. An agent with no client expectations, (an agent who allows the client run the process) has actually demonstrated an inability to negotiate. The agent should be the leader in the relationship.
I have a few expectations that I share with every Buyer.
1. I'LL BE ON TIME FOR OUR APPOINTMENTS..... and I expect my Buyer to be on time! In other words, we need to respect each other's time. Sure traffic in our Region occasionally makes punctuality impossible, but my expectation is that my client makes every effort to meet on time. If traffic is impassable, the courteous thing for both parties to do is to call by cell.
2. GET A BABYSITTER FOR CHILDREN ....... I love children. I have 4 of my own, and 3 grandchildren. That being said, I want to put my client in the very best possible path to make a great decision. For that reason, I want the Buyer to be able to focus on the property. Does it have proper closet space? Where will the furniture and TV go? Is the amenity package what they are looking for? If junior is playing with the $1,000 vase in the corner, the client will be distracted and miss critical issues. Almost all clients with children actually appreciate this standard. Many clients don't think about or even realize that it's beneficial to get a baby sitter. I've had many clients thank me for giving them a "break" from their children.
3. OFFERS WRITTEN IN MY OFFICE...... Real estate contracts are incredibly complex. I write them and work with them every week. I am an agent that has studied and knows the important details of our contracts. When I am writing a contract for a Buyer, I never take the contract for granted! When I am in my office environment, I have access to the resources to research the listing my Buyers are making their on. How long has it been on the market? What is the absorption rate of inventory in the area in their price range? What did the comparables sell for? I also have the forms and the tools immediately on hand. But the most important thing of all is, I have my full business brain going in a place where I can focus all my energy in writing the right contract with the right terms and conditions for my client. My client will have their business brain on, too, and not be distracted by outside influences.
4. HOW I COMMUNICATE AND RETURN CALLS..... When I am in a meeting with a client, I don't answer my phone. Why? because I want to focus my attention and show my client that I respect them and their time with me. When someone calls me on the phone, I want to respect them with my attention and time, as well. I let my client know how I handle both telephone and email communication and find out from my client how they like to handle these communication methods, as well. If I am working on something highly sensitive (like a negotiation of a contract), I will seek situational permission from the client I'm with to handle a specific call.
5. RESPECT MY DAY OFF..... I work hard. Many days I work long hours. If I allowed it, I could work real estate 24/7. What I found is that I need a day to get away from real estate and clients to be able to re-charge. My clients are better for it! Can you imagine a sprinter getting close to the finish line, only to have it moved out another 100 yards? Then he makes it there and it gets moved again? He cannot keep the pace and then settles in for a long, boring run, never having the energy to ever sprint again. Sometimes this business requires a sprint, and I can do it......because I devote one day every week to recover. My clients get better service because I'm working and negotiating with agents who are tired. My clients know my day off and understand the importance of allowing me to re-charge. If I run across someone who does not respect this, I happily refer them to another agent. An important note here. If I am in a negotiation and there is a time sensitive contractual issue, I will occasionally do a specific task on my day off. I get it done.......and do no more real estate!
6. I EXPECT GOOD COMMUNICATION FROM MY CLIENT TO ME....... We have already talked about the importance of good communication from the agent to the client. Client communication back is as critically important in a good business relationship.
There you have it. Basic client expectations. Of course there are other situational expectations that get verbalized along the way. Have I ever compromised my expectations? YES! When there is a good common sense reason to. For instance, if a relo Buyer is referred by one of my very best clients who is hiring him to work in his department, they have children, and the only day they can see is the day I take off, I may make the decision to make an exception. If I know that this generally happens once or twice a year, I don't feel any inward resentment toward a client or my profession.
Coming up next: The Process
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