Real Estate Agent and Trainer, Robert Rico, discusses what it takes to make real estate transactions more human-like, and the importance of all of this. Do you want to see more video blogs? Subscribe here!
- Be Grateful and Genuine
- Don’t Ambush People – Ask First!
- Listen with Intent
- Make Yourself Humble
- Be Honest
- End Every Conversation on a Positive Note (then Follow Up)
- Be Aware
People like to think that they are talking to the real you, and not a persona you are putting on for show or sales. Make sure you keep your interactions real and personable, and don’t overpower people in the conversation.
It’s also very important to be grateful – people like to think they are helping you. Showing your gratitude, even taking a moment in a phone conversation to express it, can lead to more positive results when interacting with people.
Nobody likes to be “ambushed” with a call or a slew of emails if you haven’t cleared it with them first. Try to keep your first few interactions low-pressure and friendly, and ask if you can get in touch with someone more.
Also, at the end of each interaction, ask your lead when the next best time is to get in touch with them. If they are a forgetful person, they might want to be contacted later that week – if they are a slow decision-maker, they may need a few weeks or a month. Let them dictate the schedule.
Many people tend to “listen” without really hearing what the other person is actually saying. They might be focused on who else is in the room, what other things they have to do, and more. It is important to make sure you listen actively when a client is speaking to you, and occasionally paraphrase their words back to them to ensure you are both on the same page.
Everyone likes to feel that they are being heard, so taking this step can really benefit your client interactions. Also, this tactic avoids any confusion mid-conversation if you are repeating their words and understanding them on your own. Good communication skills is key!
Humans are not perfect creatures, yet salespeople often like to put up a veneer of perfection to show that everything is great. That’s a good tactic, but can sometimes come across as insincere. Make sure to communicate to your client that you are on their level, and that you are also an imperfect human that might not know everything.
For example, if you make a small mistake on the MLS listing when you first post the property, correct it, then take responsibility to it immediately and apologize. However, don’t berate yourself or allow your client to be mad at you – you are human and they should understand that you may make small mistakes sometimes.
If you know of an issue with a cracked slab or termite damage, definitely be honest to help out the buyers or sellers. Even though you may not want to be the bearer of bad news, honesty is always the best policy. Also, if sellers have a truly ugly home that would make it hard to sell, a little honesty can go a long way towards raising the selling price!
People will remember your honesty and help the next time they are doing a transaction, and trust capital goes a long way toward Earning Repeat Business. Always try to be honest during all your transactions for the best future results.
Ending every conversation on a positive note, no matter how short the interaction, is a great way for your sphere to associate you with positivity and happiness – an addictive combination (think emotional contagion)! When you end each conversation on a positive note, it also gives you a chance to talk to the person about following up with them.
Following up is crucial in the real estate industry, so never forget to follow each positive conversation with another one in an appropriate amount of time. Whether that’s an hour, a day, or even a year, make sure you follow up with a genuine, positive contact that reaffirms your upbeat attitude.
Being aware means staying up-to-date. There’s nothing wrong with doing a little online research on your client’s recent activities before picking up the phone – in fact, nowadays it’s almost expected! Check Facebook and other venues to see if someone’s children recently graduated, if they recently got a new car, or other large life events that you can use as a jumping-off point for your conversation.
This quality will also contribute in part to being genuine, as your interactions will be much more authentic when speaking about someone’s passions (their children, their hobbies, etc). As you gain more and more skill doing this, it won’t be long before you can redirect the conversation to real estate and push your value while still catching up with them!