If your looking for something, beyond the obvious, to focus on in an effort to maintain a plethora of satisfied clients in 2012, security is king. It’s almost as important as accuracy.
Impressionable Experiences
While attending a broker’s open house once, I watched the listing agent field a question from another agent about the location of the property boundaries and the potential to expand the footprint of the home. The agent gave a brief explanation of the boundaries and an unequivocal “yes” in response to the possibiltiy of expansion. After the questioning realtor happily walked away, I suggested to the listing agent that her information certainly seemed helpful. “Well,” she politely responded, “I’m not exactly sure that the information I gave is 100% accurate, but people become very uncomfortable when you don’t have answers to their questions.” “What if her customers purchase the house with false information?”, I queried. “Aren’t you concerned about the repurcusions to all involved?” “Not really,” she replied. “I’ve had over fifty realtors here today. The chance of her clients purchasing the home are remote. And if she does in fact show the property to them, I will have more accurate information by then.”
Interestingly enough she was correct
As I finished touring the house and bid goodbye to the agent listing the home, I was in deep thought. The lesson here, in my mind, wasn’t about the importance of conducting your research before listing a property – we all know that. Nor was it about the potential for these particualar clients to purchase the home – whoever knows? It was the one comment that she made, that people are uncomforble when we don’t have answers for them. She was correct. People feel a sense of security when you provide them with answers. Even when they have no evidence that the answers are accurate.
Security: Releases anxiety, Provides freedom from concern and doubt, Increases confidence, Helps develop trust
Your take-away
If you read this article and it impresses upon you the importance of thoroughness, then that’s great. My hope is that it also helps you to understand the human condition. Your prospects and clients want to feel secure with you, and they feel anything but secure when you don’t have the answers to their questions.
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[...] time each week. This not only creates a level of trust, it also instills a feeling of security on the part of the homeowner – necessary elements to a successful relationship with your [...]