Purchasing a home can be a trying experience, both emotionally and financially. Agents need to understand that their responsibility is to guide, direct and support buyers throughout the process.

Agents who typically spend quality time with their buyers are now required to adapt to virtual hand-holding due to COVID-19 and ongoing social distancing mandates.

Nurturing your buyer can be accomplished via email, text and telephone. My experience has been that if clients receive an encouraging email or text early in the day, and a summary communication at the end of the day, they feel your presence.

Immediate responses can also be helpful, but they aren’t always possible, depending on the number of buyers with whom you are working. Learning to prioritize is vital to any successful business relationship. Barring two emails each day, sending emails with the word “update” in the subject line, followed by the address of the listing being considered, is advisable.

1. In any transaction, communication is key

At the start of a client relationship, it is essential to obtain the contact information of all parties involved in the transaction, like in-laws, children and financial advisors, to ensure consistent, clear communication. A second requirement is to determine how clients like to communicate. Is it by email, text or telephone?

Ideally, everyone who is part of the transaction will be copied on every email and text. The obvious advantage of the written word is that there is a record of what has been stated. With phone calls, my method is to try to take notes and memos to file.

Advertisement

4. Managing setbacks in the buying experience

Disappointment is typically a part of any first-time buyer’s search. It can be as simple as ugly-colored tile in a bathroom or inadequate closets, to something as major as losing a property that was their dream.

As their agent and guide, I prefer to substitute the term “compromise.” It is also wise to be clear that some features such as tile, closets or wall color can be changed without too much effort. Other issues such as neighborhood, location and exposure are best thought of as compromises or even sacrifices — a means to an end.

The term “starter home” may be a turnoff to first-time buyers, but after seeing a property in their price range and in the location they can afford, they will typically adjust to the concept.

5. Always encourage a positive attitude

Finally, I strongly believe in being positive with first-time buyers, even when the process is tedious or going badly. I will often end emails with “I remain optimistic” when the buyer may not feel that way.

These tips, adapted to your personal selling style and fine-tuned to your client, can add to the buying experience, despite you not being physically present. In this current environment, businesses will learn to adapt to transact in a physically remote style, while maintaining contact in a personal way.

Real estate is, above all, an industry based on customer service. Just as each customer and transaction is different, how you, as the agent, approach your clientele and their deal must become part of your developing skill set if you are to remain successful.

Gerard Splendore is a licensed associate real estate broker with Warburg Realty in New York. Connect with him on LinkedIn.

Show Comments Hide Comments
Sign up for Inman’s Morning Headlines
What you need to know to start your day with all the latest industry developments
By submitting your email address, you agree to receive marketing emails from Inman.
Success!
Thank you for subscribing to Morning Headlines.
Back to top
Only 3 days left to register for Inman Connect Las Vegas before prices go up! Don't miss the premier event for real estate pros.Register Now ×
Limited Time Offer: Get 1 year of Inman Select for $199SUBSCRIBE×
Log in
If you created your account with Google or Facebook
Don't have an account?
Forgot your password?
No Problem

Simply enter the email address you used to create your account and click "Reset Password". You will receive additional instructions via email.

Forgot your username? If so please contact customer support at (510) 658-9252

Password Reset Confirmation

Password Reset Instructions have been sent to

Subscribe to The Weekender
Get the week's leading headlines delivered straight to your inbox.
Top headlines from around the real estate industry. Breaking news as it happens.
15 stories covering tech, special reports, video and opinion.
Unique features from hacker profiles to portal watch and video interviews.
Unique features from hacker profiles to portal watch and video interviews.
It looks like you’re already a Select Member!
To subscribe to exclusive newsletters, visit your email preferences in the account settings.
Up-to-the-minute news and interviews in your inbox, ticket discounts for Inman events and more
1-Step CheckoutPay with a credit card
By continuing, you agree to Inman’s Terms of Use and Privacy Policy.

You will be charged . Your subscription will automatically renew for on . For more details on our payment terms and how to cancel, click here.

Interested in a group subscription?
Finish setting up your subscription
×