Articles

1. Trust

The number one quality consumers seek in an agent is trust. Buyers and sellers want full disclosure at all times about every document. They want to be given the heads up about important changes to housing regulations and mortgage rules. They want to be advised of realistic expectations to selling or buying their home, and dislike last-minute changes. Your pre-listing package should be comprehensive, and provide clients with a thorough plan for selling or buying their dream home.

2. Responsiveness

Responding to emails and texts immediately is a sign to your prospects that you are dedicated to their success. 47% of buyers, and 44% of sellers, ranked responsiveness ahead of professionalism and expertise as desirable traits in an agent.

3. Missed Appointments

Sure, there are always extenuating circumstances for missing an appointment, but clients don’t want to know about them. They want to be advised of any change in schedule so they can avoid wasted commutes, additional childcare costs, and stress. If you miss your appointment, for any reason other than an act of God, you’re chipping away at your client’s confidence in your ability to follow through. Set reasonable expectations for yourself and others when it comes to planning meetings, especially when third-parties are involved.

4. Poor Communication

Miscommunications by email and text are common complaints held by prospective homebuyers and sellers who were unhappy with their agent. Faulty directions, confusing email conversations, and texts are not only annoying but suggest a lack of organizational skill. Invest in a robust CRM to keep track of your communications, schedule appointments, and follow-ups with prospective clients.

Bonus: Apps To Make You More Productive

5. Lack Of Personal Touch

Common courtesy goes a long way. Handwritten notes thanking your clients can leave a favorable impression on clients that will earn you referrals. Instead of texting, shoot your client a quick phone call to reassure them of your personal commitment to helping them reach their goal. Bring cookies or a game for the children, and keep important personal dates in mind (anniversaries, birthdays, etc) if you want to build rapport with your clients.

6. Poor Negotiating Skills

Among sellers and buyers alike, negotiating skills are important when it comes to renewing their listing with an agent. A consumer survey released in 2015 suggests that 16% of consumers wanted an agent who “fought harder” for their interests during negotiations.

Summary

Technology-based alternatives for buying or selling or home haven’t quite replaced the need for real estate agents yet. While most agents are investing heavily in lead generation, branding, and social media, the real challenge is retaining the clients you do get during the challenging stages of home ownership.

Your success as a real estate agent will always depend to a large degree, on the reputation you develop locally, through your sphere of influence. Past clients make the best referrals, and few prospects will interview more than one agent. Use technology to make you more efficient, but your personal touch and attention will earn you more referrals than a sophisticated IDX website.

So if you’re investing time and energy to generate leads, spend the effort to retain those clients by delivering an exceptional, personalized experience.