For this edition of Industry Eye, we spoke to Dimple Hitesh from Betterhomes about how she approaches client conversations during uncertain times, balances empathy with data and helps buyers and sellers make confident decisions even when the market feels unpredictable.
The real estate market has never been completely predictable. Headlines change overnight, global events affect sentiment instantly and uncertainty can often feel louder than opportunity. But over the years, I’ve learned that some of the most important decisions are made when people choose to stay focused despite the noise.
Having lived in the UAE for more than 40 years and worked in real estate since 2012, I’ve experienced different phases of the property cycle firsthand. One thing I’ve learned is that no situation is permanent. Markets move up and down, emotions fluctuate and uncertainty will always exist in some form, but strong fundamentals and long-term thinking usually prevail.
I truly believe in the UAE story because I’ve seen this country evolve over the decades. I remember when the World Trade Centre was one of the tallest buildings in Dubai, and today we have landmarks like the Burj Khalifa standing as symbols of the country’s ambition and growth. The UAE continues to offer so much, from tax-free income and ease of doing business to safety, opportunity and visionary leadership. For people with patience, resilience and long-term vision, this country still has incredible potential.
Understanding What Really Drives a Client
Whenever I work with a client, whether they’re buying, selling or investing, my first priority is understanding their core objective.
I always ask myself: Why are they making this decision? Are they planning to build a life in the UAE long-term? Are they investing for financial growth? What is the real motivation behind the purchase or sale?
Once I understand that, the conversation becomes much clearer.
If a buyer’s long-term goals haven’t changed, I believe short-term uncertainty shouldn’t distract them from their original objective. In fact, uncertain periods can sometimes create opportunities. We’ve seen this happen before, during the financial crisis and again during Covid-19, where people who stayed patient and focused on the long term were often rewarded later.
The same applies when working with sellers. I try to understand their motivation to sell and whether it aligns with their overall goals. Once that alignment is clear, it becomes easier to guide them through uncertainty with confidence.
Why Empathy and Data Both Matter
One of the biggest lessons I’ve learned in real estate is that clients don’t just make decisions based on numbers.
Especially with end-users and first-time buyers, there are emotions involved. Dreams, fears, families and future plans are all tied into the process. That’s why empathy is extremely important to me.
At the same time, I strongly believe in the importance of data because data is factual, accurate and objective. Using tools like Bayut’s TruEstimate™ reports or sharing Transaction insights with clients give them a more credible look into what’s really going on in the market. It helps clients make informed decisions based on reality rather than speculation.
For me, the best approach is always a balance between empathy and data. Clients need emotional reassurance, but they also need honest information and facts they can trust.
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Listening Before Speaking
When a client feels uncertain or uncomfortable, I don’t immediately try to convince them otherwise. Instead, I focus on listening.
I try to understand the root cause of their discomfort and identify the real concern behind their hesitation. Once I understand that, I can offer a more solution-oriented approach instead of simply pushing for a transaction.
I never like to pressure or corner clients because buying or selling property is an extremely personal journey. Every individual processes uncertainty differently, and I believe it’s important to respect that.
The same mindset helps me understand when a client needs reassurance and when they simply need space to process things.
I always aim to be transparent, informative and supportive. I like to handhold clients when they need guidance, but I also know when to step back if I sense they need time to think independently. What matters most to me is that clients feel fully comfortable and convinced about the decisions they’re making because real estate is a major commitment.
The Biggest Mistake Agents Make During Difficult Times
One mistake I often see in difficult markets is agents becoming too focused on closing deals quickly instead of understanding the client’s perspective.
Personally, I always try to put myself in the client’s shoes and view the situation from their point of view. During uncertain times, communication becomes even more important. Clients need clarity, transparency and honest conversations.
I believe concise communication and transparency are absolutely key during volatile periods. Clients don’t just need information, they need guidance they can trust.
For newer agents entering the industry, my advice is simple: your role is to help, guide and educate clients. Sometimes the situation itself may not be as difficult as it initially appears. What truly matters is how we respond to it. Open, honest communication can make a huge difference in helping clients feel calmer and more confident.
Why Clients Stay the Course
At the end of the day, I believe most clients stay committed when their long-term needs remain stronger than their short-term fears.
Fear, uncertainty and greed are temporary emotions, but a client’s actual goals are usually long-term and meaningful. If I clearly understand their needs and can provide the right solution aligned with those goals, clients are often able to move forward with confidence despite uncertainty around them.
That’s what I believe good real estate advisory is really about, helping clients stay focused on what truly matters, even when the news around them feels loud.
About Dimple Hitesh Raygangare
Dimple has been living in the UAE for more than 40 years and has worked in the real estate industry since 2012. Prior to real estate, she built her career in wealth management and private banking. Having experienced multiple market cycles firsthand, she believes long-term thinking, resilience and transparent communication are the foundation of strong client relationships.