Working in property management means we have to wear many
hats and play many different roles for our clients. It can be a demanding yet
rewarding job. There are several minor mistakes than can happen on a daily basis
but generally these mistakes can be rectified without damaging the client
relationship.
Sadly there are a few more significant relationship mistakes that we can all easily make that will potentially damage a bond with a client. Once a relationship with a client is damaged or doubted it can make even the simplest tasks moving forward, difficult to deal with, let alone keeping that client on board for life.
To ensure you keep your client relationships strong from the start (and not to mention make your life easier,) here are 7 tips from the experts of what not to do.
1. Don’t think it’s just a job – Passion is palpable, if you don’t care about your job it shows. Not feeling passionate? Take a moment to make a connection between what you do and the bigger picture. Constantly seek out ways to grow, learn and develop. Would you prefer to have an agent who is passionate about what they do? Or doesn’t care? What breeds more trust?
2. Don’t be too sure of yourself – Keep a healthy perspective of yourself, remember it’s not about you and stay client focused. Clients do not like someone who comes across as patronising, knows it all, or constantly sings their own praises. Show me how good you are, don’t tell me.
3. Don’t tell ‘white lies’ – This includes exaggerating. We can usually tell when others are doing this so why wouldn’t clients be able to pick up on it? “When you create a reputation for honesty, for laying out all your cards even when it doesn’t benefit you, for telling the whole truth – you’ll gain customer loyalty that money can’t buy. Clients will trust, respect and refer you and your own life will become easier” - Joseph Callaway
4. Don’t be too professional – Remember to stay human and be real to your clients, being too robotic and professional will give off the impression to the client that they are just another number. Don’t be afraid to make a personal connection - give a little something about yourself, find out more about your client and see them as more than an ATM machine.
5. Don’t think you’re always right – Being the expert in the relationship it’s easy to automatically think you are right, but that doesn’t mean their opinion doesn’t matter. Try to put yourself in the clients shoes and see things from their perspective, you might find a new way of looking at things or at least a better viewpoint and attitude to exhibit in those tough conversations.
6. Don’t be tight with your time – We all know our time is valuable and so do your clients. Wrapping up that conversation to get to the next one is noticeable and will not show that their relationship is important to you. Sharing your time, taking that extra minute to explain, educate, re-clarify or seek input, can become the most valuable relationship maker. “Imagine everyone you meet is wearing a sign around their neck which says - make me feel important” – Mary Kay.
7. Don’t fail to express gratitude –We all want to feel valued, there are many ways to say thank you other than the usual verbal way. It’s easy to take clients for granted or make them feel as though they aren’t valued. “Find ways in your everyday discussions to make them feel valued through getting to know them personally, forgiving occasional bad behaviour, and staying up-to-date in your field so you can give them the highest level of service," Joseph Callaway says.
Sadly there are a few more significant relationship mistakes that we can all easily make that will potentially damage a bond with a client. Once a relationship with a client is damaged or doubted it can make even the simplest tasks moving forward, difficult to deal with, let alone keeping that client on board for life.
To ensure you keep your client relationships strong from the start (and not to mention make your life easier,) here are 7 tips from the experts of what not to do.
1. Don’t think it’s just a job – Passion is palpable, if you don’t care about your job it shows. Not feeling passionate? Take a moment to make a connection between what you do and the bigger picture. Constantly seek out ways to grow, learn and develop. Would you prefer to have an agent who is passionate about what they do? Or doesn’t care? What breeds more trust?
2. Don’t be too sure of yourself – Keep a healthy perspective of yourself, remember it’s not about you and stay client focused. Clients do not like someone who comes across as patronising, knows it all, or constantly sings their own praises. Show me how good you are, don’t tell me.
3. Don’t tell ‘white lies’ – This includes exaggerating. We can usually tell when others are doing this so why wouldn’t clients be able to pick up on it? “When you create a reputation for honesty, for laying out all your cards even when it doesn’t benefit you, for telling the whole truth – you’ll gain customer loyalty that money can’t buy. Clients will trust, respect and refer you and your own life will become easier” - Joseph Callaway
4. Don’t be too professional – Remember to stay human and be real to your clients, being too robotic and professional will give off the impression to the client that they are just another number. Don’t be afraid to make a personal connection - give a little something about yourself, find out more about your client and see them as more than an ATM machine.
5. Don’t think you’re always right – Being the expert in the relationship it’s easy to automatically think you are right, but that doesn’t mean their opinion doesn’t matter. Try to put yourself in the clients shoes and see things from their perspective, you might find a new way of looking at things or at least a better viewpoint and attitude to exhibit in those tough conversations.
6. Don’t be tight with your time – We all know our time is valuable and so do your clients. Wrapping up that conversation to get to the next one is noticeable and will not show that their relationship is important to you. Sharing your time, taking that extra minute to explain, educate, re-clarify or seek input, can become the most valuable relationship maker. “Imagine everyone you meet is wearing a sign around their neck which says - make me feel important” – Mary Kay.
7. Don’t fail to express gratitude –We all want to feel valued, there are many ways to say thank you other than the usual verbal way. It’s easy to take clients for granted or make them feel as though they aren’t valued. “Find ways in your everyday discussions to make them feel valued through getting to know them personally, forgiving occasional bad behaviour, and staying up-to-date in your field so you can give them the highest level of service," Joseph Callaway says.
If you are Real+ member, click here to visit Real+TV where you can watch our webinar with special guest expert Kirsty Spraggon: How to Create a Client for Life.
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