Six things that make clients hate their agents and how you can avoid them.
Let’s talk about six reasons why buyers and sellers might be unhappy with their agent:
1. Lack of trust. People want an agent they can trust. Buyers and sellers want to know what’s happening with every document, and be told about changing housing regulations and mortgage rules. They want to be advised about what they should expect, and don’t like last-minute changes. Your pre-listing packet should provide a comprehensive plan.
2. Slow to respond. Responding to texts and emails immediately tells clients you’re dedicated to their success. 44% of buyers and 47% of sellers value responsiveness more than professionalism and expertise.
3. Missed appointments. There will always be good reasons to miss an appointment, but clients don’t care. They want to be advised of any change so they can avoid making unnecessary commutes. If you miss your appointments, you’re chipping away at your client’s confidence in your abilities.
“Take the time to make sure you retain clients with your excellent service.”
4. Poor communication. Faulty direction and confusing emails are annoying and suggest a lack of organizational skills. Invest in a CRM and schedule appointments with prospective clients.
5. No personal touch. Common courtesy goes a long way. Written notes and thank-you letters can make a big difference. Instead of texting, call your client and reassure them that you are committed to helping them. Maybe even bring cookies or a game for their kids.
6. Poor negotiating skills. Negotiating is a big part of both buying and selling. A consumer survey in 2015 showed that 16% of clients wanted an agent who fought harder for them in negotiations.
Technology has not replaced the need for real estate agents, and while most agents are investing heavily in social media, your success will always depend on the reputation you develop locally through your sphere of influence. Your technology will make you more efficient, but your personal touch will earn you more referrals than any website can. If you’re spending money to generate leads, take the time to retain those clients by delivering excellent service.
If you have any questions about the industry, feel free to call or email me. I’d love to hear from you.