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    Realtors: Client Types

    November 14, 2020

    Realtors: Client Types

    Client Types

    Posted: 14 Nov 2020 04:36 AM PST

    1. The 'know-it-all' client

    • This type of client will come across as knowing everything about anything, and they will be the dominant voice in any conversation.
    • You can provide these clients with your expert counsel and professional experience, but they will always want you to know they know more than you do. These clients' know-it-all attitudes bring their egos front and center.
    • Ask a lot of questions about what they say and how they say it. The keywords are "a lot" because you will find they will quickly "hit bottom" as they will have nothing else to throw at you. They do not have the depth of knowledge you possess as a real estate professional.
    • Take a "curious attitude" and ask more specific questions until they start making big generalizations. Eventually, they will realize they don't know as much as they thought they did.

    Be careful in how you handle the "know-it-all" client. You must be careful not to step on their egos. The ego is enormous, and if they feel you are trying to deflate it, they will quickly turn away from you. You want to derail bad ideas, but you do not want to embarrass them.

    2. The 'yes, of course' client

    • These clients tend to be highly agreeable to everything but slow to make up their minds on a decision that they must make. They have a people-pleasing tendency that might hinder their ability to provide you with honest, valuable feedback to move forward in a transaction.
    • To handle this group the right way, make it safe for them to be honest with you. They need to feel they can trust you.
    • There will be no relationship consequence if they say something contradictory to you or about something or someone.

    It will be important you provide a safe environment for them, so they perceive you as sensitive. For example, you might want to say, "If the houses we look at this afternoon are not a good fit for you, Mr. or Ms. Jones, it's OK to tell me."

    3. The 'no way!' client

    • This client will probably find something wrong with every property you show him or her.
    • Talk about glass-half-empty types! These clients always tend to be discouraging and pessimistic. As buyers, they will probably not be happy with any home you present to them. As sellers, they might dismiss any idea you give to them to market their house.
    • You need to break them out of their negativity. These clients will always lean to the negative side of things. Try to steer them toward the positive.

    I have found the best way to work with them is to use what I call the "pen and paper approach." To get them to make a smart decision, use a pen and paper, and list the positives and negatives of whatever subject you are addressing at the time.

    They might be contemplating a home they are thinking about purchasing or a specific marketing plan you are presenting to get a buyer to make an offer on their house. Always begin with the negative points first when creating the list. Then, refocus their attention on the positives so they will be better able to make a more objective decision.

    4. The 'do nothing' client

    • This client tells you nothing and provides no feedback, verbal or nonverbal. They will stay quiet, and they will drive you crazy with their silence.
    • Their first response to any question you ask them is often, "I don't know." At times, you will feel like you need a crowbar to get anything out of them. If you are a conversational person, you might become frustrated with this group.

    You will need to determine how they feel about a particular situation and offer statements to force an answer out of them. Like the "no way" clients, use the pen and paper approach with these individuals.

    You will likely need to guess the "pluses and minuses" on the lists you create rather than relying on them to tell you.

    For example, you might want to say to them, "This home has an open floor plan with the kitchen and living room. I'm guessing that's a positive for you, right?"

    5. The 'pit bull' client

    • I decided to name them Pit Bullies because their characteristics are similar to a pit bulldog. Pit bulls are loud barkers, and they never stop making noise when they are upset or want something. These clients are always going to be pushy, ruthless and loud.
    • They will go off on a rant when something upsets them.
    • They demand immediate action.
    • They will be impatient in waiting for you to give them an answer.
    • If they call you on the phone and leave you a voicemail, I am confident their message will have an upsetting tone because you could not take their call.

    To work with this type of client, I would encourage you to give them 60 seconds to vent — no more, no less. After the 60-second tirade, interrupt your client, and highlight some of their points to show you were listening and reassure them that you're on the same side.

    For example, "Mr. Smith, we both care about getting the most for your property. I heard you say … " Then, repeat three of the statements you heard. Why three? Because after three statements, they will feel you are hearing what they are saying.

    6. The 'thermo-nuclear' client

    • These are the most difficult of the six client groups. Like a nuclear explosion, all hell breaks loose! You will want to find shelter immediately. They have unprovoked rages that seem disproportionate to the issue at hand.
    • Their rants can be about anything, anyone or everything.
    • You cannot give them any time to vent. They will feed on negative energy, and it will only provide them with more fuel to get angrier.
    • You will need to immediately raise your voice to interrupt them, using their name. For example, "Mrs. Baker, I care. You don't have to feel this way. We're going to work this out."
    • Don't tell them to calm down, as you will only make them more furious. Instead, you should step back, and take a deep breath, then interrupt the client so it breaks the venting. Continue the conversation in your normal tone, and use a statement like, "Let's take a moment and talk about it."

    It's rare, but sometimes a client will become abusive. They could be mentally or emotionally unstable and might place you at either professional or personal risk. Please consult your broker if you feel physically threatened or abused in any way. Contact 911 immediately if you fear imminent danger.

    11 tips for all clients

    With all six of these groups, you must listen to determine their needs, wants and concerns. It also might take some creative solutions to make them happy and get them to a decision or other significant point in their real estate transaction.

    With all of them, you should:

    • Listen to them. Listening should be your biggest priority in any conversation.
    • Find out what are their concerns, fears, hopes, etc.
    • Allow them to express their emotions.
    • Educate them on the market and the current market conditions by sharing specific information on active, pending, and closed houses.
    • Ensure they clearly understand the real estate transaction process — from initial offer to closing.
    • Remember that you are a professional, and you know what you are doing. Your clients rely on you for your expertise.
    • Develop a creative solution to address an issue with your client.
    • Ask for assistance from others who are experts in a particular area or skill.
    • Do not be afraid to try something different to get the result you and your client want.
    • Be empathetic to their needs. Try to put yourself in their shoes.
    • Try to relate to a client and set your preferences aside.

    Being armed with the knowledge of the different types of clients will equip you to serve them well. Understanding how best to navigate obstacles to better communicate with the different types of people in the world is yet another critical contributing factor to your real estate success.

    submitted by /u/mpmare00
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    What did you do before you were a real estate agent?

    Posted: 14 Nov 2020 12:55 AM PST

    Hey, so I am thinking about becoming a real estate agent and am wondering what you guys did before it? I am searching on indeed and some jobs say you need "experience." I'm not totally sure what that refers to. All help appreciated!

    submitted by /u/EdoXTenseiXFlash
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    eXp vs. Keller Williams on Technology

    Posted: 14 Nov 2020 11:46 AM PST

    A little background.. I currently work for KW and am very familiar with their technology. I'm moving to CA and getting licensed in a few months and although there's a KW office nearby where I'll be living I'm considering hanging my license with eXp based on the low cap and 80/20 split. KW split is 64/36 with a higher cap.

    My worry is that I'll be disappointed with the eXp technology compared to what kw offers. Some specific areas I'm concerned about:

    Text and email integration with the CRM. At KW you can set up automatic drip campaigns that will send out texts/emails on your behalf. These are documented in the CRM automatically. Does eXp offer anything similar w/ their platform?

    Custom App and Websites... does eXp offer a custom app? Does the eXp website integrate with their CRM to pull leads into the system?

    To anyone who's used both Command (Keller Williams) and kvcore (eXP): what's your take on each? Do you prefer one over the other?

    I'd love to connect with any tech savvy agents at eXp (especially in Southern California!)

    submitted by /u/DoubtSpecialist
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    Questions to ask

    Posted: 14 Nov 2020 04:35 AM PST

    As a realtor, what kind of questions should you ask mortgage brokers, appraisers, inspectors, etc to build relationships with them?

    submitted by /u/autiepearlz
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    FINALLY scheduled for my exam

    Posted: 14 Nov 2020 03:54 AM PST

    The state of Ohio has taken their good ole time processing paperwork, and after 48 days they finally have processed my application and my exam date is scheduled.

    I now begin the process of studying for the next two weeks and am looking for some advice on areas to focus on that tend to be the most difficult on the test.

    submitted by /u/bweb82
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    First Listing Appointment

    Posted: 13 Nov 2020 02:19 PM PST

    I'm a new agent doing my first listing presentation via zoom. I've watched all the YouTube videos for tips and created a short PowerPoint presentation with an about me, marketing, CMA. Any tips for a newbie? Please and thank you! 🙏🏻

    submitted by /u/hellohost
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    Looking for Advice as a Software Engineer Interested in Real Estate

    Posted: 13 Nov 2020 03:08 PM PST

    Hi Reddit,

    I know this must be a common newbie post on this subreddit, but this is a big decision for me and I'd appreciate any and all advice I can get.

    A bit of background about myself: I'm currently a software engineer in my early 20s and have been lucky enough to buy my first house in the bay area recently. Since I was a young first-time homebuyer doing things by myself, I put in extra effort to study the entire process and understand the fine print in everything; hours of research every day for about a year. Although I ultimately still enlisted the help of an agent, I learned a lot from him and really enjoyed the house hunting process.

    What I've been thinking of recently is getting a real estate agent license and doing this as a job on the side. Yes, I know there are multiple arguments against this as a part-time job, but I a) want to get my foot in the door to see if I like it, b) think it's too early in my life to switch careers completely and c) wouldn't be in it to make money. I just really enjoy the house search process, going to open houses, comparing the market, and even understanding home renovation costs to find homes with development potential. (Bought a home with expansion potential myself and currently doing an ADU project, plus I love home-reno shows) If I did become a licensed real estate agent, I would likely use it to either sell my own house in the future or to represent friends and family. If I was looking far enough down the road, I could use it for getting into house flipping, if I ever had the capital to do so. Ultimately, I still think this is just something I'm interested in and would like to learn about, even if it provides little monetary gain.

    Since this is a significant decision for me, I wanted to ask redditors on here that have gone through the process of becoming an agent (I'm in CA) for any opinions or advice. My questions are the following:

    1. As someone interested in pursuing only a part-time career, in real-estate, what are the pros and cons of going down this path? I understand that it will take hours of school and tuition, but aside from these what are some other costs I'm missing?
    2. How exactly does getting a real-estate license work? I'm under the impression California requires 135 hours of classes and a passing grade on the licensing exam. Would I be able to meet this requirement through online classes and self-studying? Are there any additional challenges I'm overlooking?
    3. What exactly can I do with the license I get from passing the exam? Will I be able to buy/sell houses with my newly obtained license, or will I need to work under a sponsoring broker? If I don't want to buy/sell commercially but rather for myself or friends/family, will I still need to be sponsored by a broker?
    4. If you are an agent/realtor yourself, how would you recommend me go about this whole thing?

    ​

    Thanks in advance to anyone kind enough to provide their advice. Looking forwards to discuss with the reddit community :)

    submitted by /u/Swaggary
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    Interested in finding out how new Code of Ethics standards will be enforced

    Posted: 13 Nov 2020 05:10 PM PST

    The NAR Professional Standards Committee met on October 5, 2020, to consider recommendations from its Interpretations and Procedures Advisory Board on the Code of Ethics' applicability to discriminatory speech and conduct. The Committee approved the Advisory Board's recommendations, and six of them were presented to and approved by the NAR Board of Directors at their November 13, 2020 meeting. The changes will be effective immediately. Training schedules and materials will be available in the coming weeks.

    New Standard of Practice : Standard of Practice 10-5 REALTORS® must not use harassing speech, hate speech, epithets, or slurs based on race, color, religion, sex, handicap, familial status, national origin, sexual orientation, or gender identity.

    The Committee felt strongly that a REALTOR®'s speech and conduct reflect on the REALTOR® organization whether said publicly on a business social media profile, or privately on a personal one.

    https://www.nar.realtor/national-leadership/committee-members-liaisons/nar-professional-standards-committee-recommendations

    submitted by /u/nikidmaclay
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