Ask lots of questions and answer their questions.

Varies depending on whether they are a buyer or seller. If a buyer, I schedule a buyer consult via zoom, phone or in person. We talk about agency, where they're at in the process. what they're looking for, I ask a lot of questions, I refer them to lenders for pre-approval, review the process and go over the contract. Ultimately, I'm building rapport. If we don't have some kind of rapport then it probably isn't a good fit. Once they're pre-approved I set them up on a search and check in with them on a regular basis. I also look for homes that may not pop up on the search. 

I start with asking them how familiar with real estate sales they are.  When was the last time they bought or sold a house and how many they've done.  If they're "seasoned" then I tell them I'll tailor my talk to that level and not to be afraid to ask questions as things change from year to year (like our new RPA... oof!). 

If they're new to this or the last time they bought or sold was in the Bush administration (Sr. not Jr.), then I let them know I'll go into greater depth with them.

Some people want "hey, sign here and here and you're done" other people want to know the history of the contract and like that you know that in 2000 we used to ask about unreinforced masonry and chimneys in the TDS and that we used to have a full-on earthquake hazard form that used to be mandatory, that almost no one knew how to answer.

All of that is explained verbally and put in writing in an addendum to my listing agreement.  They are updated throughout the process and I am available to answer their phone calls, emails, text messages, etc. throughout the process, and beyond, as well. 

Many of our clients have been with us for many years and have bought and sold many times. They are quite savvy buyers and sellers and look to us for updated information and guidance in whatever the market is doing currently and what to expect.  If they are new buyers or sellers , or it's been 20 or so years since their last transaction we go over in detail  the process and to do's etc.  They expect the best from us and we deliver.

We have an honest and open talk about possibilities, the market and market trend, competition, paperwork (lots of that), and I answer all questions that come up

Hi, Richie

    You say, "Client".   I assume that you mean Client, and not Customer.  Which are two completely different things.

    An explanation of Agency Relationships, and in particular, Fiduciary Relationships, may be in order. 

    The difference between Client and Customer should not be a fuzzy concept; it should be crystal clear what obligations, if any, exist between the Broker and the Buyer or Seller.  Especially when there is Dual Agency, or (in Florida) the Presumption of Transaction Brokerage.

   Many, many Buyers and Sellers casually say "MY agent" (and for that matter, many Brokers and Agents say "MY buyer or MY seller"), when in reality the Broker or Agent has no Fiduciary.  Under Florida Law, that means only limited confidentiality, and limited or NO loyalty. 

   The signing of an "Exclusive Buyer Brokerage Agreement" does not necessarily create Fiduciary or Client relationsip.  It may only guarantee a commission to the Broker.   The Buyer needs to understand that. 

     Likewise, an "Exclusive Right to Sell Listing Agreement" may or may not create a Fiduciary between the Seller and the Listing Broker.  

Preparing client expectations and educating on the processes are important in any profession.

Walk them through the typical process in advance and keep holding their hand throughout.

I usually over time explain the contract to them & what parts include timelines. Mortgage explanation is totally separate. Usually buyers will ask questions during showings which starts a good conversation.

Be sure they don't feel stupid for asking stupid questions.  There are things that seem blatantly obvious to someone who has been in the business for years and bought or sold several houses.  But these things are not common sense if you have never bought or sold a house. 

When they ask a question, don't treat them like they are stupid for asking an obvious question.  Also, explain things to them.  Keep them informed.  

Review the process in detail and encourage questions along the way. If they don't ask, ask them. Pave the road to a successful transaction.

We do our best but the threshold of pain differs from client to client.  It's impossible to cover all circumstances but we do our best.  Navigating through objections and concerns is part of our job description.