As a real estate agent, what is the most important part of your client’s experience with you? The hands-down answer is communication.
The way you communicate with your clients determines whether they remember you as helpful, informative, and available, or if you bring up more negative memories as being aloof, closed off, and unprofessional.
We can all benefit from being better communicators. Here are some key tips for successful client communication before, during, and after the homebuying journey.
Communicate with Your Clients Before They Are Your Clients
Real estate agents are marketing themselves well – or badly— everywhere they go. From their kids’ schools to church to yoga to social media, if people you encounter know what you do for a living, they are filing their perceptions away.
Using your dynamic personality and natural friendliness is a great start toward persuading them to hire you for their real estate needs. You can also go a bit further. Think about starting a blog to give advice about common real estate questions or add tips to your social media channels. Offer to host a short homebuying seminar to answer first-time buyers’ questions. And, of course, always collect names, emails, and phone numbers so you can follow up with a friendly greeting.
The goal of your communication during this phase of the process is to make those you interact with remember that you are a real estate agent and that you know what you’re talking about. Connect with them on social media, so they continue to digest your helpful posts and come to you if they have questions. Over time, you’ll be happily surprised how many eventually ask you to work with them to find a home.
Great Client Communication During the Process
Once buyers choose you, it’s important to make them feel good about their decision. Communicate effectively by:
- Listening to the client. Instead of pushing them to see homes that don’t fit their lifestyle or are out of their budget, hear what they want and need. Ask questions about what they expect from a home and how they like spending their time. This information lays the groundwork to finding them the best home for them.
- Being prepared. Buyers, especially if they haven’t purchased a house before, are looking to you to guide them through the process. Be calm and explain their options. Point out each home’s strong points as it relates to what they want. Know how to answer their questions about financing, inspections, and closing. Preparation is key to making a buyer feel comfortable and confident.
- Being accessible. Whether by text, phone, or email, clients should be able to get in touch with you if they need you. If you go out of town or are taking the day off, let them know in advance so they won’t be waiting on you to call them back.
How to Communicate After the Homebuying Process
There are two reasons to keep in touch with a client once their purchase is complete: repeats and referrals.
- Repeat business.It’s estimated the average person moves 11 times over the course of their life. If half of those are in adulthood, they will most likely buy five homes. Don’t you want to be the one to sell your client every home they purchase?
- Referral business. Satisfied buyers are more inclined to recommend you to others, especially if it’s easy to remember your name and access your contact information.
Three ways to communicate with clients after the homebuying process is complete are:
- Connect on social media. Sharing, liking, and commenting on your clients’ social media posts is a great way to stay in touch without being “in their face” about it. This also lets them see your informative, timely posts that you regularly share about real estate, credit scores, and best practices for buying a house.
- Set up an email rotation. Build an email database with one of the many toolsavailable online. Create a monthly newsletter about real estate-related topics and send it out to your previous buyers. Make sure your contact information is prominently displayed.
- Send anniversary cards. Nothing makes a buyer feel special more than you remembering when they bought their home. Write and mail them yourself, or set up a serviceto send them out on certain days. Include your business card with the note.
Practicing good communication with your clients from the beginning of the homebuying process beyond closing is essential if you want to maintain and grow your business, create client satisfaction, and enjoy repeat buyers and plenty of referrals. Use these tips consistently, keep your buyers’ unique needs at the top of your mind, and you will be a communication superstar.