In real estate, it’s easy to feel frustrated and label clients as “di5icult.” But as Adrian Bo, CEO of Adrian Bo Real Estate Training & Auctions, points out, this perception often stems from the circumstances clients are dealing with rather than their personalities.
Buying or selling a property can be one of the most emotional and stressful times in someone’s life. Agents who recognise this and approach their clients with empathy and understanding will find themselves building trust and better outcomes.
Understanding Buyers
Buying a home is a huge financial and emotional decision, often accompanied by anxiety about whether they’ll secure the property or make the right choice. Buyers may not always be at their best, but their behaviour often reflects how much they have invested in the outcome.
How agents can help buyers:
- Communicate regularly: Buyers need reassurance. Regular updates on the process can help ease their concerns.
- Be patient and supportive: It’s natural for buyers to feel uncertain or hesitant. Answer their questions thoughtfully to build trust.
- Set expectations early: Help buyers understand what to expect during the process so they can feel prepared.
Supporting Sellers
For sellers, the pressures are di5erent but just as intense. Many are juggling keeping the house presentable, managing family routines, and dealing with the emotional weight of why they’re selling-be it financial strain, a growing family, or downsizing.
How agents can make life easier for sellers:
- Show you understand their stress: A little acknowledgment can go a long way in easing tension.
- Offer practical advice: Recommend solutions like professional cleaners or flexible open for inspection schedules to reduce their burden.
- Keep them informed: Sellers want to know how their sale is progressing. Proactive updates show you’re invested in the process.
Mind Your Language
Adrian highlights the importance of being mindful about how we think and speak about clients. Labelling them as “di5icult” can influence the way you approach them, often to the detriment of the relationship.
How to reframe your mindset:
- See beyond the behaviour: Understand that clients’ actions often reflect the pressure they’re under, not who they are as people.
- Be an active listener: Sometimes, clients just want to feel heard. Letting them vent can relieve tension.
- Lead with kindness: You’re meeting people during a highly emotional time in their lives-your empathy can make all the di5erence.
Building Stronger Relationships
Real estate isn’t just about transactions. It’s about helping people through one of the biggest decisions they’ll ever make. By treating buyers and sellers with compassion and care, agents can build stronger relationships, earn trust, and create better experiences for everyone involved.
As Adrian says, “Your role is to guide clients with empathy and a sense of duty. That’s how you build a reputation as someone people can rely on during life’s most significant moments.”
By Adrian Bo, CEO of Adrian Bo Real Estate Training & Auctions.
