Author: Kelly Cruz, Customer Support Specialist – Realty Partners LLC
Sarasota, FL. September 9, 2021 – Relationships are essential to real estate. The number one key to building healthy relationships for real estate agents is communication, which goes beyond a verbal conversation or written dialogue. Agents will also want to consider aspects such as body language and responsiveness. We’ve put together some tips that agents can put into practice for improving communication skills with customers.
According to Chris Smith in his book Exactly What to Say: For Real Estate Agents, asking questions is important. They are important because they start conversations; conversations start relationships; relationships create opportunities, and opportunities lead to decisions. Avoid yes or no questions and try to stick to open ended questions when possible. This gives customers the opportunity to reflect on what they want, don’t want, and what they may reconsider. Avoid sounding bossy or using words with a negative connotation when in negotiation. Keep a positive spin on your language and stay away from using words such as no, can’t, but, or try.
When in person with customers it is important to be attentive and not be distracted. Don’t check emails or take phone calls while at your appointment. Be sure to make eye contact with your buyer or seller and be aware of your body language. Show them that you are engaged by aligning your body with theirs. Avoid things such as crossing your arms and remember to smile.
Responsiveness & Follow Up
Stay up to date with your customers. Find out their best mode of communication, whether that be phone, email, or text. A quality CRM is vital for organization and staying on top of things. You can store all the notes and homes that you have viewed with your customers in their account. Some newer and more advanced CRMs such as KvCORE, allow you to text, call or email directly through the program so that notes and updates are saved automatically. This provides you with the opportunity to review notes quickly and be prepared for your next conversation with your buyer or seller at a moment’s notice
Communication is more than just having a conversation. Your body language, your choice of words, and your responsiveness all play a role. Becoming skilled in these traits is important for building a healthy relationship and in turn, allowing you to close more successful deals with customers and get those positive reviews we all love to see.