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We manage and sell real estate every day. It’s what we have been trained to do, and our experience has given us an in-depth understanding of every aspect of the sales and rental process.
This isn’t the case for most sellers, buyers, rental providers and rental occupiers. It’s for this reason that they need agents to help them throughout the process, and it’s for this reason why we have a job.
When our clients lack experience in the process, and/or are not fully aware of their obligations, it often leads to friction points.
It could be that a negotiation process is not fully explained and understood. Lack of transparency in these situations escalates friction and leaves parties feeling disheartened by the experience. Our clients don’t know what they don’t know and agents in their excitement or urgency often miss a key component of client service. It’s our job to educate them.
Sometimes, these friction points go unnoticed. Often, agents are only made aware of a dissatisfied client at the end of the transaction, too late to rectify. That has a detrimental effect on the client experience, thereby creating the possibility of losing them as future clients and referral business.
To minimise the occurrence of friction points, we must take a proactive approach with our client communication and education.
We cannot leave it to chance. We must build processes in our delivery of service which identify possible occurrences of friction points. All team members must be across these points and take the necessary steps to minimise them from occurring. This approach has a double-edged sword — not only does it enhance the client experience, it also avoids draining emotional confrontations with current and prospective clients.
It doesn’t matter whether we feel we are right or wrong in the situation. It’s how we make people feel for the experience. Always take the high ground; take ownership and responsibility of friction points.
Prevention is a much better strategy than trying to salvage a tainted relationship.
Manos Findikakis is CEO and co-founder of the Eview Group.
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