A bad experience or broken promise can damage a relationship. If you don't show up on time or fail to sell ahouse in the time frame you described, that can end the trust. Most people want to give us the benfit of the doubt, but usually alot of good experiences have to happen before the bad ones disappear. A good way to keep clients happy, is to stay in communication. Let them know what is going on at least 1 or 2 a week by email and calling. Let them know what you are doing to market their home. Use a multi-faceted marketing approach. Always remember to be cheerful and helpful. If the customer is not right, let them be wrong with dignity. Get to the core of the problem which helps restore confidence. Try to disarm disgruntled clients by reminding them they hired you for your expertise and that you are doing all you can to sell their home. It is still a tough economy and market. In the worst cases, you may have to let the client go ( fire them). It is not personal. We cannot please everyone all the time no matter how good we are.
LORI BOWERS
http://www.desertareahousingmarket.com
The Lori Bowers Group
A boutique Real Estate Office, with a full service team to serve all your Real Estate Needs
La Quinta, Palm Desert, Indio, Rancho Mirage, Coachella , Indian Wells and the surrounding Palm Springs Area.
78065 Main St., Suite 107
Old Town La Quinta
La Quinta, CA 92253
Phone: (760)777-8788 • Fax: (760)771-5355
Lori,
Very well written post. Yes we should let our clients be wrong with dignity. It is not a contest with the clients to always be smarter!
I like how you ended it with sometimes you need to fire them. It is true. We can not be all things to all clients. It is the smart agent to determine when it is the time to let them move on.