A Real Estate Agent’s Guide to Making Clients Feel More Comfortable
When it comes to clients, one thing that seems to be forgotten by most real estate agents is comfort. Once you get a client, it feels like you no longer need to jump through hurdles and that everything can be a smooth experience until you close the deal, but honestly, that isn’t entirely true. Your client can leave you for another one at any time they want. If they feel like you’re not accommodating enough to them, they might look towards one of your competitors instead.
With that said, it’s not just accommodating, but it’s making them feel comfortable. If your clients don’t feel comfortable with you, this means they lack confidence in you, which means it’s only a matter of time before they try to look into a competitor. Obviously, this isn’t something you want. So, what can you do as a real estate agent to make clients comfortable with you and stay comfortable with you? Well, here’s everything you need to know!
Why Clients Sometimes Feel Uneasy with Real Estate Agents
So, before figuring out how to make clients feel more comfortable, it’s best to start out by figuring out what exactly makes them uncomfortable. Understanding the reasons behind this discomfort is crucial for agents to improve their service and build stronger, trust-based relationships with their clients. Chances are, you might be doing something, and you had no idea whatsoever that it could actually make a person feel so uncomfortable.
Lack of Trust
It takes a while to gain trust, and just because your client chose you to be their real estate agent doesn’t immediately mean that they’re going to instantly trust you.
Trust is the foundation of any successful client-agent relationship. Clients may feel uncomfortable if they sense that their real estate agent is more interested in closing a deal than in their best interests.
Agents must work diligently to build and maintain trust by being transparent, honest, and reliable. Even a perception of ulterior motives can erode trust and make clients uneasy. They want to know that you’re working for them, that you’re helping them. This is something that every real estate agent needs to know about.
Too Much Pressure
Some clients may feel overwhelmed by the pressure they perceive from real estate agents to buy or sell quickly. So, as a real estate agent, you’re going to have to focus on providing information, guidance, and options without pushing clients into decisions they’re not comfortable with. Clients need time to weigh their choices and should never feel rushed or coerced. They hate pressure, and chances are, so do you. So, just keep all of this in mind.
Poor Communication
How hard or easy is it to get ahold of you? How easy is it for you to answer questions? How long does it take? While real estate agents should always be open to opening up communication paths, such as getting website chat software, you should also keep in mind the utter importance of effective communication and, specifically, timely communication.
If a client has a question, you should wait and get back to them two days later; that’s a major red flag for them. They’re going to get the impression that you’re too busy for them or you don’t care about them. So, in general, you’re going to have to maintain clear lines of communication, set expectations, and regularly update clients on the progress of their transactions.
Inadequate Knowledge
This doesn’t happen too often, but if your client is super knowledgeable in the real estate market, then it could be an issue; this rarely ever happens, so it’s probably not something to stress much over. It’s a given, but clients expect their real estate agents to be experts in the field. For the most part, they expect it to be local and not the entire country or anything.
But basically, if agents lack essential knowledge about the local market, relevant regulations, or property details, clients can lose confidence in their abilities. You might know what you’re talking about but can’t carry your words out correctly, and that sometimes happens, too, so in that case, just keep practicing and also don’t be afraid to look into trends to help push your case that you are hands-down an expert in what you do and that you know exactly what you’re talking about.
Lack of Being Personal
You might not think of it as personal, but this is a personal job. To a degree, you need to know who your clients are. They’re going to tell you what they want to achieve in their new home (or business location), they’re going to tell you what they’re after, their work, their family, and so on. You’re going to get to know them, and so you need to match them with the perfect location that they’re able to afford.
Every client is going to have unique needs, so you’re going to have to help them out. When agents take a one-size-fits-all approach and fail to tailor their services to each client, it can lead to discomfort. So, you should make an effort to genuinely understand your client’s goals and provide personalised guidance.
Overly Aggressive
Some clients are after a “bulldog” real estate agent who’s the master of negotiating, while others (most) want someone who’s nice. While negotiation is a crucial aspect of real estate transactions, overly aggressive tactics can make clients uncomfortable. You should hands-down strike a balance between advocating for your client’s interests and maintaining a respectful and collaborative approach during negotiations. This is probably going to be one of the biggest reasons why clients drop their agents; it’s because they don’t want this aggression on others, and they don’t want to deal with it either.
How to Make Your Clients Comfortable
Another thing you need to think about is not only avoiding things that will make clients uncomfortable, but it’s also about doing things that help establish that comfort. So, here are some things you might want to consider.
You’ll Have to Be an Active Listener
It’s probably a given, but it should still be looked into. So, the first step in making clients feel comfortable is to be an active listener. You’ll want to take the time to genuinely understand their needs, preferences, and concerns. Listen to their stories, ask questions, and show empathy. By doing so, you not only gather valuable information but also demonstrate that you care about their individual circumstances. This, of course, builds trust and establishes a strong foundation for a productive relationship.
Educate and Communicate
Both of these together are so powerful that it’s a super combination you can’t skip out on. Real estate transactions can be complex, and clients often feel overwhelmed by the unfamiliar jargon and processes. Of course, they don’t need to understand all of this; they’re just clients; they just want to buy or sell something and get on with their lives.
As a real estate agent, it’s your responsibility to educate your clients about the entire process, from property listings and market trends to legal aspects and financing options. You’re going to want to use simple and clear language and encourage questions. Plus, regular, transparent communication helps clients feel informed and confident in their decisions.
Establish That You’re Credible
If you have your own website, they might want to look at that; if you’re also a content creator, they may want to see that. Have a LinkedIn? Well, some clients want to look at that, too. While it sounds like you’re having to shoot through hoops to prove you’re the real deal and that you can help, it’s going to be well worth it all in the end. Trust is the cornerstone of any successful client-agent relationship, and credibility builds trust, and trust builds comfort. Just try to prove credibility with some things online, and when talking to clients, have a backup (like proof) on the insights that you have.
Stay Accessible
This doesn’t mean taking calls outside of office hours; most clients even know not to do that. Clients often have urgent questions or concerns that need immediate attention. Make sure you are accessible and responsive, whether it’s through phone calls, emails, or text messages. Timely responses show that you prioritise their needs and are dedicated to providing exceptional service.
Never go overboard, of course. But don’t forget to set clear expectations regarding communication from the beginning to avoid misunderstandings. Just be sure to set clear boundaries when you’re not going to be available, but outside of that, be sure to have adequate contact.
Respect Their Boundaries
While being a real estate agent is a very personal job, there is only so personal that you’re allowed to be and should be. While yes, having a general idea of the client’s lifestyle is going to help you out, try not to pry.
Some clients may prefer a more formal interaction, while others may be open to a more personal rapport. Gauge their comfort levels and adjust your approach accordingly. Plus, always obtain permission before sharing personal information or anecdotes. Every client you have is going to be totally different when it comes to this, so that’s something else to keep in mind, too.
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