In the real estate industry, professionalism and your personal reputation play a massive role in your career. When managed well, these traits can also bring in more referrals, helping you build your business along the way.
Certain mistakes while building relationships can cost you your clients, time, or money – or worse, your reputation. This article shares some things you should avoid to ensure a strong long-lasting relationship with your clients.
Not Being Informed About The Latest Market Trends
As a real estate professional in the UAE, having a thorough understanding of the industry and the market’s performance in this country is vital. You must be knowledgeable about real estate terms such as ROI (return on investment), ROE (return on equity), Cap Rate, etc.
You can use last sold property transaction data (which can be accessed from Transaction Insights on Profolio™) or Dubai Transactions, to see how the market is performing. We would also recommend reading the news to stay updated on the latest happenings in the industry.
Apart from industry knowledge, you should also be prepared to answer any questions from the client about the property. This includes knowing about its amenities and facilities, specific details about a unit, highway connectivity, etc. Saying ‘I don’t know’ to any question from a client is an absolute no-no.
Lack Of Punctuality
Being punctual is a sign of professionalism, so avoid being tardy to maintain your reputation as an agent.
Ensure you arrive at least 10 minutes earlier than the appointed time for viewings and meetings. Plan this accordingly
Being Pushy
Aggressive sales tactics, such as calling or messaging your clients too often, can put a lot of pressure on your clients. Understand that buying or selling a home is a big decision for clients, aggressively pushing them to make a decision could put them off from working with you.
If your client is not comfortable with a specific price point, time frame or any other factor, acknowledge their fears and avoid forcing them to make a decision for your own benefit.
Cultural Misunderstandings
It may get challenging to work with clients from different cultures. When dealing with other cultures, remember that the only thing you can control is your reactions and responses.
Multicultural Awareness can help you improve how you relate to clients from different cultural backgrounds, creating better connections and less conflict.
Slow Responses Or Lack Of Follow-Up
No matter how busy you are, make sure you prioritise lead follow-up and respond to calls and messages from your clients as soon as you receive them.
Quick responses let your clients feel supported and know that you are always reachable.
If you are unable to respond to a call, send them a text message immediately, letting them know that you will call them back within the next five minutes.
Tip: A great way to stay connected with your client is by providing timely updates on the home buying or selling process. Doing this will let them know that you are committed to helping them during the process
Inappropriate Attire
Your clothing is one of the first things that reflect your personality.
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Since first impressions matter, make sure you dress professionally, i.e. wear business attire, when meeting clients. It could be as simple as wearing clothes that are pressed, wrinkle-free and clean.
Poor Body Language
Body language is a non-verbal form of communication. These non-verbal cues include:
- Facial expressions
- Hand gestures
- Mannerisms
- Physical behaviour
- Tone of voice
Things like avoiding eye contact, slouched posture or crossed arms indicate a lack of self-confidence or interest. Practice good body language habits and be aware of your body when speaking to your clients
Lacking Empathy
Empathy is the ability to see a situation from another person’s point of view. For a real estate agent, being empathetic is understanding your client’s needs, risk levels, concerns and building a relationship with them.
Risk levels are personal and vary from person to person. It has nothing to do with the ability to buy. When you take the time to understand your client, you are building trust through this relationship.
Lying, Misinforming Or Stretching The Truth
Integrity is one of the top skills that property seekers look for in the agent they want to work with. When you lie – by doing things like inflating property prices or sharing incorrect information – your client may be put off from wanting to work with you.
Provide honest information about the property to your real estate clients and maintain honesty with them at all times. A good experience can motivate them to refer you to their friends or family in the future.
Aggressive Language
One of the key elements of customer service is the tone you speak to your clients. An aggressive tone can scare your clients and stop them from wanting to work with you.
Use words like ‘please’ and ‘thank you’ when talking to your clients, and maintain composure – even during difficult conversations.
For example, if you are working with a client who can’t make up their mind about a property, do not tell them something along the lines of “when are you going to make up your mind?”, or “how long till you make a decision?”.
Or, if a client asks you to reduce commissions, avoid answers like “would you take a reduction in salary?”.
Instead, acknowledge their concerns and ask them open questions (whose answers aren’t yes or no) to understand their requirements. You also showcase your expertise and professionalism when you take your time to understand and answer their questions.
In the first scenario, if your client is having trouble making up their mind, ask “what’s got you concerned?” to find out what is holding them from making a decision.
For the second example, if your client asks you to reduce the commission, acknowledge how the commission may seem high or different from their home country. Then, explain the commission structure and why you can’t take less. Our session, Help I Am New To Sales, extensively discusses how you can respond to such objections from clients.
Good customer service can take your career to the next level. Check out our guide to acing the customer service game to get an in-depth understanding of this skill. You can also join us for our comprehensive workshop on customer service at Bayut Academy, our in-house series of workshops in Dubai.