Set expectations early and often. I contend that 90% of the issues arise from just not talking about the process early on. Constantly reacting to problems is no way to enjoy this business.
Too many agents walk into deals and listings hoping everyone knows what to do and what to expect. Clients barely know how real estate works. Some believe we are paid hourly by our brokerage so they don’t think it’s a big deal to switch agents.
People call us at odd hours, they think we will drop every other client to show them a house, and on and on and on. If we act like we will do that, why shouldn’t they expect that? If you will tell them what hours you work, how often they should expect to hear from you, etc., they won’t feel abandoned and you’ll have far fewer reactive conversations.
When I call expired listings, the number one complaint I heard was that the agent didn’t communicate well. This is perception as much as reality. In the end it is about how the client feels no matter what you think of your communication style.
I also think the longer you are in this business, the easier it is to forget what it was like when you were knew. Real estate becomes second nature to you and you don’t think to explain “common sense” items.
Listings have built in appointments where you sit down and talk about the process. If you aren’t running a buyer’s consultation you are missing out on setting expectations and showing value. Many in the public think all we do is open doors because that’s the only value that some agents show.
Another way to avoid having to react is to end every call should end with, “These are the next steps.” When you are in contract, these people are nervous and this is the most important thing in their mind.
Communicate early and often.
