4 Things Agents Should Never Say

Posted on Aug 26 2014 - 4:29am by Geneva Ives

realtor with clientWith real estate markets back on the rise almost everywhere, there sure are a lot of new agents out there. If you’re just starting out in real estate, we’ve come up with four things you shouldn’t say when you are working with clients. None of these utterances has to be a deal breaker. We’ve put together a few scripts you can use instead, or perhaps immediately after (in the event that you have already put your foot in your mouth).

Don’t Say: I only check my messages/emails/phone during business hours. In today’s mobile world, clients expect responsive agents. We understand that you don’t want to be a slave to your devices, but you must demonstrate to your buyers and sellers that you will be there for them – or else another agent happily will be. Set reasonable expectations from the get-go to protect both your sanity and your reputation.

Do Say:As your agent, I am here to answer all of your questions about the home buying and selling process. How do you prefer to communicate? The best way to reach me is usually via <text/email/phone> between the hours of <pick a range you’re comfortable with>, but I am always alert to the needs of my clients. If I do not respond immediately, you can expect to hear back from me within <x number of hours>. Does that work for you?”

Don’t Say: I don’t have a website. Not having an agent website in today’s digital world is a major red flag for many consumers. Leads don’t want to know more about your brokerage, they want to learn more about you to see if you’re the right fit to help them with the biggest purchase of their lives.

Do Say: Yes, please visit my mobile-friendly website at any time to learn more about me, check out new listings in the area and access the many free buyer and seller resources I have made available to my clients. There’s a mortgage calculator, neighborhood information and much more!”

Don’t Say: I don’t do open houses. Open houses don’t often work to sell the home being shown. But many sellers still expect you to host at least one open house, and it can be a good way to get your name out there and meet more potential clients. Be sure to demonstrate to your sellers all the other ways you will market their home, and your sellers will put less importance on the open house – and may even elect to bypass it of their own accord (who really wants to deep clean the house on a Friday night, anyway?).

Do Say: “Open houses certainly are one way to market your house to people in the area. There are many other ways that I will market your home to the 90 percent of buyers who use the Internet during their search, including sharing your listing with the top real estate websites. I am also able to create a single property website for your listing that is like a virtual open house that is open to online buyers 24 hours a day. Would you like that?”

Don’t Say: I will get you this house. You know what they say: under-promise, over-deliver. If you do the opposite and promise to get your buyers the house – and then the loan falls through, or the house fails the home inspection and the deal doesn’t close through no fault of your own – how will that look? Do you think disappointed clients who didn’t get the house they had their hearts set on, the house you promised them, are likely to give you a referral?

Do Say: “I am so happy you have found a house that you love! I will do everything in my power to help you buy this house. Let’s make an offer right away. If your offer is accepted, here are some things you can expect to happen next <depends on situation>. If your offer is not accepted, let’s talk about how we will proceed in the event of a counteroffer.”

Geneva Ives is the marketing writer for Point2.

1 Comment so far. Feel free to join this conversation.

  1. Sonny Kwan September 9, 2014 at 3:56 pm - Reply

    These are very good reminders to everyone in the real estate business on how we should all respond to customer inquiries.

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