Realtor Habits - Episode #30
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Show Notes
4 things you must do to build trust with a client
As realtors, one of the most critical factors in building a successful real estate business is building trust with clients.
Most of us know this to be true.
We might say it out loud to friends and family.
Maybe even directly to our clients, yet for some of us, we genuinely don't understand what it is and how to build it.
Trust is choosing to risk making something you value vulnerable to another person’s actions.
For example, if you are helping someone lease, sell, or buy a home.
Your client is allowing you to provide them with information that will help them create a lifestyle that they value.
What I mean by value is to enjoy their time with friends and family.
For a lot of people buying or selling a home can impact them for a lifetime.
So building trust is a big deal not only for you but for the client as well.
Here are four things you must do to build trust with any client. The first thing is...
- Create Boundaries - As a realtor, it's essential to know what you can and can't do. What I mean specifically is you cant serve more than one client at a time. If you have a client who wants you to show them 10’s if not 100, of properties. It would be best if you were clear about sharing how much time you can provide them in person. So setting boundaries as to how much time you will spend with them is critical to serving multiple clients. If you are a part-time agent, I recommend you create a checklist that you can share with the client, so they know what to expect in the relationship. This way, both parties understand the process, and when you say no to a request, they don’t take offense to it.
The second thing you must do to build trust with a client is...
- Be Reliable—You do what you say you’ll do. With clients, this means staying aware of your responsibilities and limitations, so you don’t overpromise and can deliver on commitments and balance competing priorities. To master this, you must look back at your day and learn to stay true to your calendar. Make micro-adjustments, and soon everyone will know you as Mr. or Mrs. Reliable.
The third thing you must do to build trust with a client is...
- Be Accountable—You own your mistakes, apologize, and make amends. If you are not used to apologizing, then this is easier said than done. To be more accountable, you should ask yourself before you go to bed a question. Did I hold myself accountable today? If the answer is no, then write down what you would do differently. Over time this will help you build the self-awareness to own up to your mistakes right away.
The fourth thing you must do to build trust with a client is...
- Be Generous—You extend the most generous interpretation possible to others' intentions, words, and actions. This is a big one. As a realtor, it's easy for us to misconstrue specific actions or lack of actions detrimental to your relationship with the client. For example, you could say something to the client, and they frown, or maybe you were expecting a call back from them, but they never ended up calling you back at that specific time. These situations can lead you to believe you lost the deal or worse that you aren’t a good realtor. Which can prevent from ever calling the client back. These negative thoughts and feelings are your interpretation of the situation. NOT THE TRUTH. So what can we do about it? As I mentioned earlier, you should ask yourself before going to bed: Was I generous toward my client? If not, I want you to write down what you believed to be accurate and then re-write the situation with a positive outcome. For example:
Negative - Jim did not call me back today, so I will never speak to him again.
Positive - Jim did not call me back today, so I will reach out to him again tomorrow and close this deal.
As you already know, trust is essential to build in every relationship. Well, now you know how to do it.
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