by Amanda York | Aug 15, 2024 | Industry, News Feed
The latest adjustment marks the lowest a typical payment has been in six months — and, with a mere 1 percent month-over-month increase, the smallest uptick in five years, according to a Redfin analysis.
Whether it’s refining your business model, mastering new technologies, or discovering strategies to capitalize on the next market surge, Inman Connect New York will prepare you to take bold steps forward. The Next Chapter is about to begin. Be part of it. Join us and thousands of real estate leaders Jan. 22-24, 2025.
A typical monthly mortgage payment is now $2,588 — a nearly $250 dip from an all-time high in April, according to an analysis by Redfin released Thursday.
The latest adjustment marks the lowest a typical monthly mortgage payment has been in six months — and, with a mere 1 percent month-over-month increase, the smallest uptick in five years, according to payments tallied by Redfin during a four-week period ending Aug. 11.
Coupled with declining mortgage rates, the reduced payments should convince some prospective buyers to return to the market, if they haven’t already, Redfin Premier agent Brynn Rea said in a statement. On Wednesday, mortgage-purchase applications rose 3 percent week over week on a seasonally adjusted basis, according to the Mortgage Bankers Association.
“I expected more buyers to come out once mortgage rates started falling,” Rea said. “Although there’s been some increase in house hunting, it hasn’t been substantial. Budgets are still a primary concern for buyers, and homes remain quite expensive for many.
The total number of homes for sale in the U.S. increased nearly 20 percent year over year with a large portion of inventory sitting on the market longer, giving buyers more room to negotiate. Additionally, under 30 percent of homes are selling above the asking price, down from 35 percent the previous year.
Despite an improvement in costs and inventory, pending home sales have not picked up, falling 5.1 percent year over year to 82,160, representing the largest drop since November with the exception of last month’s 6.2 percent decline.
Several factors are contributing to buyer hesitation, including the fact that home prices, while lower than their July peak, are still near record highs. Furthermore, some potential buyers are holding off due to uncertainty about the economy surrounding the upcoming presidential election.
Buyers are uncertain whether mortgage rates will continue to decline or if a recession in the U.S. looms ahead.
According to Redfin’s recent CPI report, inflation is continuing to ease, reinforcing expectations that Fed may begin cutting interest rates in September although the extent of the cuts is uncertain. Markets have already priced in expectations for significant rate reductions.
If the Fed does not meet these expectations, rates could increase modestly. If cuts are as aggressive as anticipated, mortgage rates could fall further. If lower rates boost demand, home prices may rise.
Redfin’s Homebuyer Demand Index, a metric that tracks requests for tours and other services from Redfin agents, is down 10 percent year-over-year, the smallest decline since April.
“A lot of buyers are waiting to see if mortgage rates will drop further, especially if the Fed cuts interest rates, and they’re also keeping an eye on the economy and the upcoming election,” Rea said.
Email Richelle Hammiel
by Terry LeClair | Aug 15, 2024 | Industry, News Feed
Texas-sized opportunities await you at Inman Connect Austin 2024, where the stars of real estate align with the Lone Star State’s unstoppable market. On Oct. 8-9, 2024, Brazos Hall will become the nexus of high-end property prowess, new opportunities, and southern hospitality, offering you a unique chance to supercharge your real estate career.
Why Austin? Because this city embodies the perfect blend of real estate energy and opportunity. As Texas continues to attract high-net-worth individuals and corporations, Austin stands at the forefront of real estate growth. Inman Connect brings you right to the heart of this thriving market, providing insights you won’t find anywhere else.
At this year’s event, you’ll dive deep into:
- Texas luxury trends: Understand what’s driving the luxury market in Austin, Houston, Dallas and beyond. From sprawling ranch estates to sleek downtown penthouses, learn how to position yourself as the go-to expert in Texas luxury.
- Tech meets digital marketing: Discover cutting-edge tools and platforms specifically designed for housing development, property marketing and management. Stay ahead of the curve in an increasingly digital landscape.
- Sustainable housing: Explore how eco-friendly features and sustainable design are reshaping luxury real estate in environmentally conscious Austin and across the nation.
- Global connections: Texas is drawing international attention. Learn how to tap into global luxury networks and expand your reach beyond borders.
But Inman Connect Austin isn’t just about learning – it’s about connecting
This is your opportunity to network with the crème de la crème of Texas real estate. Imagine building relationships that can lead to:
- Coast-to-coast referrals for relocating executives and families
- Partnerships with international luxury brokers
- Collaborations with high-end developers and architects
- Connections with luxury marketing experts who can elevate your brand
- Shaking hands over live music, Tex-Mex cuisine and a margarita
Our carefully curated networking events are designed to facilitate meaningful connections. From rooftop cocktail receptions to exclusive property tours, every moment is a chance to expand your circle and create lasting professional relationships.
Remember, in the world of real estate, your network is your net worth. A single connection made at Inman Connect Austin could lead to multiple high-value referrals, propelling your business to new heights.
So, saddle up and join us at Brazos Hall this October. Immerse yourself in two days of luxury insights, Texas-sized networking, and opportunities that could transform your career. In the fast-paced world of real estate, those who connect in Austin will be those who lead the pack.
Inman Connect Austin 2024 — where the best in real estate meet opportunity in the Heart of Texas. Your next big deal could be just a handshake away. Register today.
Interested in our upcoming Inman Events in 2025? Check out our flagship events:
Inman Connect New York 2025
Inman Connect San Diego 2025
by Matterport Editorial Team | Aug 15, 2024 | Industry, News Feed
Learn how these leaders of the fastest growing brokerage in the state of Michigan maintain their commitment to agent quality and organic growth.
Whether it’s refining your business model, mastering new technologies, or discovering strategies to capitalize on the next market surge, Inman Connect New York will prepare you to take bold steps forward. The Next Chapter is about to begin. Be part of it. Join us and thousands of real estate leaders Jan. 22-24, 2025.
After launching a boutique brokerage in 2013, co-CEOs Eric Walstrom and Alex Irrer joined @properties Christie’s International Real Estate REMI in 2021. Since then, they’ve increased their sales volume tenfold, opening eight offices in the state of Michigan. In the process, they’ve focused on maintaining their boutique brokerage culture and high level of service to both agents and clients.
According to the broker-owners, the industry is headed in the direction of agent quality over transaction-based service. Find out how they combine rapid organizational growth with a commitment to exceptional agent performance.
Name: Eric Walstrom and Alex Irrer
Title: Co-CEOs
Experience: 19 years (Walstrom), 14 years (Irrer)
Location: Michigan
Brokerage name: @properties Christie’s International Real Estate REMI
Rankings: No. 6 brokerage in Michigan on sales volume
Team size: 189 agents
Transaction sides: 1,920
Sales volume: $1,100,000,000
How did you choose your brokerage?
We chose @properties Christie’s after two years of meeting with every single brokerage in the state of Michigan and a few outside the state, to understand each brokerage’s value proposition and how they would fuel our agent and brokerage growth. Most brokerage’s “value” was a better deal, their size/market share, or established brand.
The offering from @properties Christie’s was different right from the first meeting. They focused on the agent and client experience above all else. Their “value” of technology, marketing and culture were tools an agent and our brokerage could actually use to help grow their business.
Finally, it was the amazing people in leadership that swayed our final decision. This business is all about people/relationships and we felt a very genuine comfort in the people who were leading the brand.
What do you wish more people knew about working in real estate?
We wish more people knew the courage and risk it takes to become a full-time real estate agent. There are not many current professions that are 100 percent commission where you have to earn the business every single day.
What’s your top prediction for the future?
We believe the brokerage industry will separate into something that resembles the current mortgage industry. There will be a large acquisition/merger by one of the portals (Zillow, Realtor, Redfin, Homes.com) of a large, nationwide brokerage franchise. When that happens, you will have a clear distinction between the “portal agent” and a local brick-and-mortar agent in terms of level and cost of service.
Tell us about an epic fail you’ve experienced since you’ve been a broker
Shortly after we created the company, we recruited an agent who did not fit our core values but was a top-performing agent in the market. Our failure was not removing the agent from the brokerage sooner than we did.
The top agent stunted our growth and ability to attract other high-performing agents. Once we finally decided to remove the agent, a flood of growth occurred. We learned to protect our core values and culture above production and rankings.
What makes a good leader?
A good leader is an exceptional listener, understands change creates opportunity and remains calm throughout significant change.
Email Christy Murdock
by Ginger Wilcox | Aug 15, 2024 | Industry, News Feed
Even if the settlement brings down commissions overall, buyers grow warier the more they learn about what the policy means for them, according to the latest Inman-Dig Insights consumer poll.
This report was originally published on July 22, 2024, exclusively for subscribers of Intel, the data and research arm of Inman. Subscribe to Inman Intel for a deeper analysis of the business of real estate.
Today’s renters are still largely unaware of the National Association of Realtors settlement’s true implications for their homebuying prospects.
But the more they learn about the deal, the less they like it.
Meanwhile, homeowners are broadly intrigued by what the deal could mean for their position in negotiations when it’s their turn to list their current properties for sale, according to the Inman-Dig Insights consumer survey of 3,000 working U.S. adults in early July.
The survey is conducted quarterly by Inman Intel in an effort to gain a representative idea of how potential real estate clients feel about a broad range of housing topics.
One major takeaway? The NAR settlement is being broadly received as consumer-friendly, and may be actually improving public perception of real estate professionals, not harming it.
But when certain groups of consumers dive into the details, they’re less likely to say they stand to benefit from the sweeping changes facing the industry.
Intel subscribers can read the complete breakdown in the full report.
In for a rude awakening?
For months now, 3 out of 4 consumers have said that they have not heard of a settlement involving the National Association of Realtors.
This won’t surprise many real estate professionals.
In the Inman Intel Index, a separate survey of real estate professionals conducted each month, agents have consistently said that most of their clients are not yet bringing up the news or asking about how they might benefit from the deal.
But one thing that does stand out: consumers who have heard of the deal but not necessarily digested its full implications believe that it’s a win for them.
- 64 percent of consumers in early July who had heard of the NAR deal said they believed it would be good for consumers or a win-win for both consumers and the real estate industry.
But the more renters in particular learned about the details, the less they liked the deal.
As part of the survey, Intel briefed non-homeowners — including renters and potential first-time buyers — on some of the details.
Renter respondents were told that proponents believed the changes could bring down overall commissions that consumers pay. Respondents were also informed that, in some cases, buyers might have to pay their agent’s fee out of pocket if the seller chose not to cover it.
- Only 55 percent of renters who were briefed on these implications said the NAR settlement would be good for consumers or a win-win for both consumers and the industry.
- 24 percent of renters who were briefed on the details said the NAR settlement would be bad for both the consumer and the real estate industry. That’s more than three times the share of adults who had simply heard of the NAR deal through the news or word of mouth prior to taking the survey and gave the same response.
U.S. adults who say they’re likely to buy a home sometime in the next 12 months expressed a strong aversion to paying their buyer’s agent fee out of their own pocket if the seller declines to cover it.
But if it were to happen, they wouldn’t give up on the home right away.
- Only 10 percent of likely buyers said they would be open to paying their agent’s fee out of their own pocket.
- 32 percent of likely buyers said they would be open to countering at a higher price, but insist that the seller cover the buyer’s agent fee.
- The largest group of likely buyers — 47 percent — said they would counter at the same price, but try to sweeten the deal with concessions such as waived contingencies or more earnest money in order to secure the seller’s coverage of their agent commission.
- Only 11 percent of likely buyers said they would remove themselves from consideration for the home if the seller initially did not want to pay the fee.
An opportunity — and a pitfall
U.S. homeowners are broadly intrigued by the idea of not covering the buyer’s commission. But if their agent advises that not covering the fee might make their listing less attractive to buyers — as most agents tell Intel they are likely to do — most consumers either give in to buyer expectations or take a more moderate approach.
- 36 percent of homeowners said that they would opt to offer the full 2%-3% buyer commission, if advised that declining to do so might hurt the listing.
- On the other hand, 24 percent of homeowners said they would decline to cover the buyer commission and list it for full price — a gambit to take full advantage of the policy change, at possible risk to the sale of the home.
- The remaining 40 percent of homeowners chose some in-between option — such as lowering the asking price below the listing’s comps while declining to pay the buyer agent’s commission, or offering to cover only part of the fee.
With seller clients in particular, the path forward is murky.
Real estate professionals clearly believe that sticking to a hardline refusal to cover the buyer-side fee will harm a listing. They tell Intel that they will advise their clients to consider the impact such a move could have on how long the property takes to sell, and the price it will end up going for.
And here, 3 in 4 consumers are saying that they would heed this advice — at least in part.
At the same time, nearly 2 in 3 consumers might be at least willing to push the boundaries and try to leverage this new option into a negotiating tool, or a hard line in the sand.
An unexpected boost
When asked by the Intel Index each month, brokerage owners and executives consistently say they believe the public has a negative opinion of real estate agents.
This concern is echoed by many agents who view NAR as responsible for maintaining a positive public image of real estate professionals — a task for which the trade group receives largely negative marks these days.
But so far, if anything, the NAR settlement appears to be improving public perception of real estate agents, not hurting it.
- 58 percent of consumers in July had a positive opinion of real estate agents, compared to only 7 percent who had a negative opinion, according to the Inman-Dig Insights consumer survey.
What’s more, that’s not just a snapshot in time. Consumers were asked how their opinions have changed over the past year, a period which included a down market for transactions in which affordability was poor and commission practices dominated the headlines in real estate circles.
- 34 percent of employed adults said their opinion of agents had improved over the past 12 months, compared to 6 percent who said it had worsened.
- Consumers who had already heard of the NAR settlement before taking the survey were nearly twice as likely to say their opinion of real estate agents had improved over the past year, with 60 percent choosing this option.
About the Inman-Dig Insights Consumer Survey
The Inman-Dig Insights consumer survey was conducted from July 5 through July 7 to gauge the opinions and behaviors of Americans related to homebuying.
The survey sampled a diverse group of 3,000 American adults, ranging in age from 24 to 65 and employed either full-time or part-time. The participants were selected to produce a broadly representative breakdown by age, gender and region.
Statistical rigor was maintained throughout the study, and the results should be largely representative of attitudes held by U.S. adults with full- or part-time jobs. Both Inman and Dig Insights are majority-owned by Toronto-based Beringer Capital.
Email Daniel Houston
by Sean Frank | Aug 15, 2024 | Industry, News Feed
Your leadership defines your legacy, especially in the face of industry challenges. Luxury consultant Chris Pollinger offers a team-building prescription for tough times.
Whether it’s refining your business model, mastering new technologies, or discovering strategies to capitalize on the next market surge, Inman Connect New York will prepare you to take bold steps forward. The Next Chapter is about to begin. Be part of it. Join us and thousands of real estate leaders Jan. 22-24, 2025.
In real estate, keeping morale high during tough times isn’t just a nice-to-have; it’s essential for survival. When markets shift or the economy takes a hit, maintaining a motivated and cohesive team becomes a leader’s most critical challenge. Let’s explore eight leadership strategies designed to uplift your team when the stakes are highest.
1. Prioritize your people
With real estate teams, your business is as strong as the people behind it. Your team isn’t just executing tasks; they’re crafting experiences that clients invest in. If you want to lead in this space, your focus must be laser-sharp on your people.
Invest in their growth, celebrate their wins and be their fiercest advocate. They are your engine, and to keep it running smoothly, you need to ensure it’s well-oiled with support, recognition and opportunities for development.
2. Embrace life beyond work
High-stakes environments can take a toll on personal well-being. Top team leaders in real estate understand that success requires more than just work. It’s about balance.
Encourage your team to tap into their physical, emotional and spiritual reserves. Lead by example — prioritize relationships, health and reflection. A leader who embodies this balance creates a ripple effect, promoting a culture where your team thrives both in and out of the office.
3. Infuse energy into your team
You’re at the head of a real estate team, not just managing your transactions but leading people who drive your success. After navigating rough waters, your team needs a source of renewed energy — and that source is you.
Instead of draining the room, bring passion and positivity every day. Your team has weathered a storm; now, they need a leader who inspires and reignites their drive. Make your presence a boost, not a burden.
4. Master the art of communication
Communication isn’t just about transferring information — it’s about influence. Whether you’re addressing your team or negotiating with your clients, your words carry weight. Refine your messaging to ensure clarity and impact. But communication is more than speaking; it’s about listening and understanding the nuances that drive your business. Effective leaders know how to make their words resonate and their silence meaningful.
5. Lead with integrity
In a world where clients demand the highest standards, your integrity sets the tone. Scandals and breaches of trust are a dime a dozen in today’s real estate business news, but leaders who stand firm on principles build more than a brand — they build legacies. By consistently demonstrating integrity, you not only motivate your team but also instill a sense of pride and loyalty. This commitment to doing the right thing strengthens your team’s resolve and cements your team’s reputation.
6. Listen like you mean it
Real leaders know when to stop talking and start listening. In challenging times, your team needs to feel heard more than ever. The most powerful tool in your leadership arsenal is active listening. When you tune in to what’s being said — and what isn’t — you build trust and uncover valuable insights. This empathetic approach not only solves problems but also fosters a deeper connection with your team, making them more committed to the collective success.
7. Lead through competence, not title
Your title might open doors, but it’s your competence that earns respect and drives results. Lead by example — mentor, empower and partner with your team. This approach creates a culture where leadership is about action, not position.
Your team will respect a leader who isn’t afraid to roll up their sleeves and work alongside them. This shared sense of purpose and competence will not only help you navigate tough times but also set a solid foundation for future success.
8. Cultivate a problem-solving culture
Set a standard where problems are seen as opportunities for innovation. Encourage your team to approach challenges with solutions in hand. This proactive mindset not only speeds up resolution but also empowers your team to take ownership of their work. As a leader, guide them to refine their problem-solving skills, creating a culture where obstacles are simply the stepping stones to greater achievements.
In the hyper-competitive world of real estate, where every detail can make or break a deal, your leadership during challenging times will define your legacy. By focusing on these strategies, you not only maintain morale but also foster a resilient and motivated team. Remember, in this industry, it’s not just about surviving tough times — it’s about emerging stronger, with a team that’s ready to redefine success.
Chris Pollinger, founder and managing partner of RE Luxe Leaders, is the strategic advisor to the elite in the business of luxury real estate. He is an advisor, national speaker, consultant and leadership coach. Learn more about their consulting, coaching and advisory programs at RELuxeLeaders.com
by Christy Murdock | Aug 15, 2024 | Industry, News Feed
Whether it’s refining your business model, mastering new technologies, or discovering strategies to capitalize on the next market surge, Inman Connect New York will prepare you to take bold steps forward. The Next Chapter is about to begin. Be part of it. Join us and thousands of real estate leaders Jan. 22-24, 2025.
At its most basic, a disappointment is simply an unmet expectation. We recently had a client who used our team to sell their mid-50s home. It had been remodeled in the early ’80s, but those upgrades were clearly showing their age.
Even though we counseled the seller that contemporized kitchens, baths and flooring could significantly improve the selling price, they were adamant that they only wanted paint and necessary repairs. A final caveat was that they insisted we utilize a number of their furnishings — also dated — and stage the home incorporating their personal belongings.
Our team member had wonderful rapport throughout the process, and things went well until the staging was done. It goes without saying that the staging crew had a difficult time locating items in their inventory that matched the items already in the home, but they did their best.
Upon arriving home after the staging crew had left, the owner immediately called our team member and said, “I am terribly disappointed; I thought my home was going to look like a model home!”
They had evidently gone through the models in a local new home development and somehow assumed that a decades-old home with no upgrades, ’80s wallpaper, old appliances and outdated furniture would somehow, after the staging was done, look like a newly built, upscale home with expensive furniture and lavish interiors done by a professional designer.
While we aim for perfectly smooth transactions, “stuff” inevitably happens that has the potential to derail the process. While this is just another day at the office for Realtors who have closed many transactions, most clients only venture down this road a few times in a lifetime.
As a result, they can easily be caught off guard or have a set of expectations fundamentally different than their agent — in some cases, wholly unreasonable expectancies that cannot adequately be met. Without adequate preparation and frank discussions up front, most clients have little idea what to expect or how to handle things when they go sideways.
At the end of the day, a successful transaction is not about the end, it’s about the process. If you manage to buy or sell a house, but your clients have been totally aggravated, frustrated or traumatized along the way, instead of a successful outcome, you will have secured an epic fail that could result in a negative review and subsequent lack of any potential referrals.
Success is achieved by effectively managing your client’s expectations. While there is no end of detailed lists online for managing expectations, I believe there are three fundamental components:
1. Tell them what you will be doing
Expectations start at the very beginning. From the first phone call, text or email, they are evaluating you and assessing your ability to manage their real estate process. First impressions matter, and it’s important to demonstrate your professional capabilities from the start.
Get to know your clients
At the end of the day, while they are “clients,” they are human beings with passions, goals, hopes and fears. While you may have clearly defined checklists and flowcharts for the entire process, if you fail to get to know them, you will not have the ability to gauge their expectations and will not be able to tailor your process to their individual needs.
While it may be business as usual for you, it’s deeply personal to them, and if you simply hit them with your process, they will feel like a cog in a machine.
Discuss communication methodology
Everyone has a preferred way of communicating. While I prefer phone calls, most of my clients want texts. Discuss preferred communication styles upfront, and clarify the primary form of communication along with the frequency at which updates will be delivered.
Even if primary communications are via text, I confirm that important communications will always be via email (so there is an audit trail) followed by a text alert. I also clarify that problems will usually be discussed via an actual call.
Clearly delineate goals
Goals can only be effectively implemented when everyone is on the same page. As an agent, you may think you know what the clients want; discuss everything with them in your initial meeting so that goals are clearly aligned and put into writing so that expectations are in sync.
Produce a roadmap
Systems ensure that no details get overlooked. We may do this every day, but our buyers and sellers do not. Effective checklists serve as roadmaps to clients to not only point the direction but also to highlight critical steps along the way. We frequently hear clients say, “I’m so glad you have that on your list — it never crossed my mind.”
Additionally, never communicate verbally without written documentation to verify. As an example, when meeting with buyers, our preliminary consultation includes an actual checklist of items they need to have in place before we will even show them the first property. The checklist also includes benchmark items that need to happen once we get going.
In California, it’s becoming increasingly difficult to obtain homeowners insurance, so our checklists include the necessity of shopping for insurance at the beginning of the process, not at the end.
Set a schedule
When will we start? What are the critical milestones along the way? For sellers, we often determine a date they would like to be on the market and then produce a flowchart that includes inspections, renovations, staging, pictures and any other benchmarks that need to happen prior to hitting the market. Make sure every key step has a deadline in writing that has been signed off by the client.
Define feedback
There will be times when the client may have questions or concerns. Make sure they understand the fastest and most effective way of communicating their concerns so they can be resolved as quickly as possible. As their agent, you must be willing to answer the phone when they call or provide rapid responses via text or email: There is nothing worse than an unresponsive agent.
Clarify expectations
We spend time in both our listing presentations and buyer consultations talking about potential problems. We stress that our goal is always to have a perfectly smooth transaction but highlight the fact that situations do arise and that our success rate in dealing with unexpected “surprises” is virtually 100 percent.
We have produced documentation that highlights past issues that we have resolved so that our clients have a better understanding of what might happen.
A few of the scenarios we share with sellers include:
- A few weeks before going live, a homeless group not only set up an encampment directly behind our listing but also began systematically breaking into the property. We moved a person into the home so it would have someone in residence and contacted city officials who had the encampment removed. We managed to hit the market on our targeted date.
- The day before going live, a leak in an upstairs bathroom caused catastrophic flooding of both floors, ruining substantial amounts of hardwood flooring and damaging numerous other items. We moved the staging out of harm’s way, worked with the seller to get their insurance claim processed, had our abatement crew begin cleanup immediately, followed up with our contractors to begin restoration, carried the cost of the repairs until the insurance money kicked in and worked with the sellers to redo their disclosures to incorporate the water damage. We hit the market one week later.
- A listing had just finished probate, and because the home had been vacant a while, a neighbor, looking to make a fast buck, had broken in, changed the locks and “rented” the property with a fake rental agreement. Due to California tenant protection laws, even though the home was illegally rented, the police would do nothing. We had to retain an attorney to evict the “tenants” and, once they were out, managed to get the home prepared and sold.
We have stories we share with buyers as well:
- We were well into a purchase when the appraiser came back with a low value. Upon receiving the appraisal, we discovered that the appraiser somehow mistakenly entered and appraised the house across the street.
- Near the end of a transaction, a buyer’s insurance company, doing an insurance audit on the home being purchased, discovered an extra insurance claim. This caused them to refuse to insure the property, making it impossible to close escrow. We worked with them to locate another insurance company, renegotiated the closing date and managed to close only one day late.
2. Tell them what you are doing
Historically, NFL plays from the coaching staff were run onto the field by substituting players. This could produce delays, so beginning in 1994, the NFL authorized the installation of speakers in quarterback’s helmets to allow one-way communication from the bench. This improved communications and allowed teams to respond better to situations on the field.
While agents working on the backside of a transaction know what is happening and can take everything for granted, without communication, your clients are operating blind. Consequently, like sports, the need for real-time communication is critical in real estate, and in many cases, there is an urgent need for speed.
Here are a few key considerations when it comes to effective communications:
Communicate their way
Whether text, email or call, keep them informed every step of the way using their preferred method of communication.
Communicate at their frequency
Nail down how frequently they want updates, then ensure that you follow through consistently. It’s impossible to overcommunicate; if they tell you they need less communication, ease up a bit. In reality, I have found that clients typically want more communication than we want to provide.
Communicate all milestones
There are two aspects to this: Clients need to know the next milestone to occur, and they need to be notified when it actually happens. Your clients should never be calling you to ask how things are going or if their transaction has closed: You should have systems in place to notify them continuously every step of the way so they never have to guess.
Communicate all issues
Some agents are afraid to call their clients for fear of their response. Trust me — their reactions will always be far worse if they find out later or after the fact.
We have a script we use at the beginning of new client relationships:
“Imagine you are on an airplane and the pilot comes on the intercom to announce rough weather ahead. They state, ‘This is the flight deck – radar shows a rough patch ahead – things might get bumpy – please return to your seats immediately and fasten your seatbelts.’ It goes without saying that the pilot has flown through many rough spots before and has always made it safely to the destination. Like that pilot, when things get a bit rough, we will call you and let you know it’s time to fasten your seatbelt. And like the pilot, we’ve managed to navigate a bunch of rough spots in the past and have always made it to the close.”
Communicate all successes
As we are beginning to see compensation compression as a result of the NAR lawsuits, do not miss any opportunity to let your clients know when something good has been achieved. For years, most agents have worked quietly in the background, handling things so that their clients never have to worry. Those days are over.
Whether you managed to solve a problem, save them money, discovered a shortcut — make sure you let them know. This is not patting yourself on the back; it’s helping them feel good that selecting you as their agent was the right choice, and it highlights the fact that you are constantly working on the backside.
In the absence of communication, they can easily assume that you are doing nothing, proving, in their minds, the old adage that real estate agents do little or nothing to justify their compensation.
Communicate next steps
Every communication with your clients should have the same ending: “This is what happens next … ”
Solicit feedback
Never assume things are going well — always ask for feedback. Take notes, and then make sure any issues are handled immediately. When the input is good, that is the perfect time to say, “Oh, by the way, do you know of anyone who would benefit from our services?”
Surprise them along the way
Look for ways to actively exceed their expectations. Rather than just check off events as they happen, celebrate milestones as they occur, perhaps with a celebratory gift.
3. Tell them what you have done
While forward progress is always important, it’s important for people to be reminded of what has already transpired. There are two reasons for this. First, it provides a sense of accomplishment. Even when things hit a snag, they can look back and remember, “We’ve made it this far — there is hope for the rest.”
Second, people have short memories. You need to help them remember so they can appreciate the full impact of what is happening in the transaction and how your constant interaction on their behalf is keeping things moving forward.
Recap constantly
Sitting through a communication class years ago, the speaker made a statement about effective communication.
He said, “First you tell them what you are going to tell them. Then you tell them. Then you tell them what you told them.”
It’s true: Recap constantly, so they not only know what milestone has occurred, but they also know what will be happening next. The three most important words in real estate relationships are: “Communicate, Communicate, Communicate.”
Monitor expectations
Ask a simple question, “Are there any expectations that are not being met?” Then listen. If there are any outstanding issues, work to resolve them immediately. Pay attention to body language: Some clients may not be willing to speak their disappointments or frustrations, but their body language might be communicating otherwise.
Celebrate
Don’t only celebrate when milestones are met; go big at the end. They have entrusted you with the biggest financial transaction they will most likely have for years; you have scored a touchdown, and it’s time to party in the endzone!
Back to our disappointed seller: In the end, we were able to bring them around by graciously reminding them of the realities of the situation and then by bringing our staging crew back in to tweak some of the rooms.
We also received permission to remove some of their older furnishings, leaving room for our crew to provide some upscale items to get closer to the look they had anticipated. Once the dust had settled and they saw our efforts to assuage their initial disappointment, they were happy, and we went on to a very successful sale and a five-star review.
At the end of the day, to truly succeed, the goal is to not only meet client’s expectations but to exceed them at every step.