Clients that are not informed are always likely to think the worst, but frequency builds trust, according to REB champion dealmaker in 2018, McGrath Geelong’s Will Ainsworth.
Mr Ainsworth, ranked number one in the REB Dealmakers 2018, also said that the more frequency he and his team can have with the client, the more they will be optimistic and listen when there is news.
“Clients don’t know what we do behind the curtain, so it’s about the client actually knowing each step of the process that we do. There are around 47 steps to getting a property listed and online,” Mr Ainsworth told REB on the Secrets of the Top 100 Agents podcast.
“Now the client knows maybe five of those, so let’s educate them and let them know what we are actually doing so that there is an appreciation for the job, and if they are informed of what we are doing at any given time, then they are reassured.”
He calls it six-star service.
“When I win a listing, I ask the client what it will look like from them to get good service from us. Because everyone’s understanding is different, so there is no point in running a one-size-fits-all model.
“We ask what their expectations are and what would a fantastic campaign look like from their point of view, and then giving that client exactly what they have asked for.”
Mr Ainsworth said the range is wide.
“Some people prefer not to be called until it’s sold, others want to know every enquiry you’ve got — and there are all the extremes in between. We want to service a client for what they are hoping to get from us.”
But he added that this doesn’t just fall into place on its own.
Instead, it is a team effort. But it takes the right team to get it done properly.
“I look at the overall business needs and who has the skills and attributes to facilitate maybe the shortfalls that we have.
“There are hundreds and thousands of agents around the country and not one of them does it exactly the same way, so that says to me that there are so many ways to do it — but all of the jobs need to be done.
“And that is prospecting for business, winning business, servicing that business, to the point that it is sold and settled and having a happy client.”