5 Tips for Managing Client Expectations

The process of buying a home can be complex. What’s even more complex is helping a person to make the best decision for their family. For most people, this is the single largest investment they’ll make during their lifetime. It’s a huge financial commitment. As a real estate agent, it’s your job to help them through this process, ensuring they not only buy a home, but they buy one that’s right for their needs.

It comes down to managing client expectations. From the start of your relationship with a client, it’s essential to create a clear understanding of what their needs are. Managing their expectations isn’t just about closing a deal. It often includes providing complete insight and guidance. Here are some tips to do that.

1. Be Honest, Every Step of the Way

It is quite common for people to make decisions based on perceived thoughts or opinions. Sometimes, your client will be downright wrong. Other times, you need to share with them the other side of the coin. When you meet with your client, be honest with them from the start. Tell them you’re going to point out the good and bad, and always provide authentic information.

2. Don’t Overpromise

When a client walks in the door with too little money, no mortgage pre-approval, and little in the way of a down payment, don’t promise them a home. This is particularly important with first-time home buyers. You’ll do your best, but they need to be realistic about what their money can buy. This is a hard talk to have, because you may feel as though you’ve failed to meet their needs. However, if you’re frank with them and show them data, they’ll understand how they need to adjust their budget.

3. Create Clear Goals

To manage your client’s expectations, you need to know what those are. This often means sitting down and going over what their needs are and what they would like in addition to that. You also want them to know what you’re going to do for them, including the marketing, negotiations, and research you’ll put into the work. Then, outline what you need from them – accurate information, fast responses, and flexibility throughout the process.

4. Ensure Near-Constant Communication

You don’t have to break away from an important meeting with your family to answer client calls every time, but be there for them. In the day and age of text messaging, it’s rather easy to do this. You want them to know you’re available to discuss. Talk about the best ways to communicate and how often is right for them and for you.

5. Provide Them with Reports

Whether you are listing their home or helping them buy a home, you want them to know what you’re doing to support the process. Be sure to provide them with data on the market on a weekly basis. Offer insight into what’s taking up your time on their project and communicate what you’re doing to change things up as needed.

Managing client expectations improves outcomes while also ensuring a more steady and smooth process is possible. You can’t please everyone every time but it’s important to understand that your ability to manage the client through the process is critical to long-term success.

Love,

Kartik