In order to understand real estate sellers today, it’s important to walk in their shoes to get their perspective of the process. I know most of the people reading real estate blogs will already go above and beyond their call of duty and will offer superior service, but understanding the little things is what will make you a better Realtor.
We finish transaction after transaction and become more efficient about dealing with problems and coordinating all parties involved, but do we really understand the emotional aspect of selling real estate? I’m a believer that real estate agents should sell their own home every so often to remember what our clients go through on a daily basis.
Selling a house can be emotionally draining, we have our own house on the market right now and have 3 kids, pets and full-time jobs. These are the things we are reminded on a daily basis:
- how it feels to live in a house that is perfectly decluttered, depersonalized and staged (the environment can feel quite sterile)
- wake up everyday and make sure everything is picked up and all beds are made (all 4 of them).
- with kids, “perfectly picked up” could be borderline maddening so we have to be ready to pick up at any moment’s notice
- how it feels to have an appointment canceled at the very last minute after you run around like a chicken without a head to have the house in “perfect showing condition”
- putting your life on hold for appointments
- vacating pets and children for showings
- being able to constantly digest feedback objectively
- having everything in perfect working condition at all times – no burnt bulbs, no dripping faucets, clean house.
- No laundry baskets
- delay cooking to avoid food smell
- delay going to the bathroom (yes this one is a bit graphic, but true)
All this might sound trivial, specially since we repeat it to our clients constantly, but when you have to do it day after day after day, it can take a toll on you. Be sensitive to your client’s space – remember that selling a house represents invasion of someone’s privacy, of their shelter, of their personal space. Being in tune with our clients’ emotions will mean the world to them and will make a difference.
Toby & Saide
March 27, 2008 at 10:13 am
Amazing isn’t how easy it is to put ourselves away from the sellers’ shoes. I’ve been seeing this first-hand with my Mom’s house as well. Very interesting to watch the “stages” of homeselling.
ines
March 27, 2008 at 10:19 am
Toby, it’s not easy, but we have to find a way to re-engage and make the process less mechanic.
Benn Rosales
March 27, 2008 at 11:25 am
Brilliant! I talk a lot about the real estate consumer experience and have reminded many to take a journey down their own service and product offering- but this takes the cake. A full on listing start to finish. I’d be curious to know your grade and improvments you’ll make to your own offering once finished. Outstanding…
ines
March 27, 2008 at 12:38 pm
Benn – I’ve already started making improvements. Especially with the appointment situation. I tell agents in advance that cancellations are not an option unless it’s a live-or-die situation. I make sure people are serious about seeing our listings and not just wasting our time. Those sellers with younger kids need more time to prepare a home and can’t show at dinner time. There are a whole list of “case sensitive” items that we address and understand.
Now about the grade – I’ve learned to fail many other agents in my direct market place because their lack of respect and sensitivity which means not going out of my way for them.