More often than not, we all would like to have a good client relationship where everything went smoothly from that first initial meeting until the transaction closes. More often than not, it just does not happen that way.
Why?
We do not live in a perfect world. Yes, we all strive to want to do and be better in all areas of our lives although the bottom line is that we are all human. Though we all have our good qualities we also have our flaws. THERE IS NO PERFECT ANYTHING. We strive to meet the common goal which is to close on the sale/purchase of a home and in the course of that process we find the solutions to any problem that may arise.
There are no perfect relationships. In a marriage the husband and wife have their own separate identities and sense of self. (at least it’s my understanding that there is no such thing as ‘becoming one’) Each will compliment the relationship with their good qualities while keeping their own separate sense of self. The flaws are recognized and both work to maintain harmony. The idea goes for the same in business relationships. We accept that working together as a team beats fighting against each other.
There are no two transactions that are ever alike. There will always be last minute documentation the lender will need to process the loan or maybe the seller that may have emotional ties in the property so their judgment is clouded. This is where my expertise shines. Being prepared for bumps along the way and not taking things personal will allow me to think clearly and look for the answers to make the transaction work. For each transaction there will be learning lessons.
Understanding this gives me a keen awareness that having healthy personal boundaries is priority for each transaction and relationship with my clients. Being up front about the market and pricing for the sale of their home or the possibility that their credit worthiness may change as the loan criteria changes could mean all the difference in maintaining an open line of communication. It will make all the difference in a good client relationship.
If there were such a thing as a perfect transaction,
Perfect relationships and people….
Not a learning lesson would be had.
Real Estate is all about …..change.
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Celeste "Sally" Cheeseman is a Realtor-Associate® and Certified Residential Specialist (CRS) with Century 21 Liberty Homes in Mililani, Hawaii. With a sharp understanding that a listening ear is the key to a client's needs she serves the island of Oahu (Honolulu County) and all Hawaii Military Relocations, Hawaii Retirees, Hawaii Job Transfers and Hawaii Residents, Home Buyers and Sellers.
© 2007-2012 Celeste "Sally" Cheeseman's Hawaii Real Estate and Relocation Blog.
All rights reserved.
Hi Sally, another great post, two in a row I read, one by Cindy Jones, and now yours back to back....great and valuable information...yours too sounds like some of the conversation I had this afternoon with a client on a listing appointment. Great Post,.....suggested.
Sally certainly in this market the 'perfect' relationships just look different then the did before. So many more ups and downs and you're right on about being upfront and letting our client know that things can CHANGE in a heart beat. It takes many skill sets to navigate this market.
Featured in BananaTude
Sally
It seems we can learn lessons from every transaction in terms of being prepared, anticipating bumps, staying unemotional and certainly staying in close communication with those who need to know. We can't always get our clients and others in the transaction to be that way but it certainly helps if we are. It's even more important when things are not going well.
Jeff
Hi Sally,
such great topic and very important in everything we do.
The reality is that nothing will ever be as they used too, the trust and mutual respect is essential in the relationship, the rest is coninued communication and understanding of each others perspective and objectives.
Sally
I've read so many of your posts and you've had so many featured, but I had to hit the Suggest button on this one. I resonated to everything you said, including the "no perfect relationships."
My husband and I have a great marriage, but as you say it's based on healthy boundaries and working as a team, we don't strive to "become one." That's a teenage fantasy. Adults create partnerships with complete loyalty and help each other become more than either one could be alone.
There are so many parallels to my relationships with my clients, which are based on kindness AND honesty. They aren't mutually exclusive. People need to hear the truth, but we can be patient and careful in how we convey that truth in ways they can hear.
Oh boy, is this ever true. Even the best client-agent relationship can get bumpy at times. And each new transaction is a learning curve. I wonder if we will ever have learned enough that we anticipate it all.
Hi Sally - I think anyone who expects every relationship to be perfectly smooth all the time is living in a fantasy world. We all have little bumps here and there in most relationships: parent/child, husband/wife, friend/friend, boss/employee, or Realtor client.
The goal is to make sure to keep in mind whether the relationship is important enough to work through the bumps and to keep them as small as possible. I know from getting to know you that you are great at this, and always generous to share what you learn with everyone else.
Hmm Sally, perfection is truly in the eyes of the beholder...i want to see it completed with less dings and dangs to all in the process and attempt to make my clients understand it as you say...great share!
Sally: Soo true. Not "every" relationship is perfect. There are always challenges, and bumps. Communication is the key. Thanks for the enlighting article. Have an awesome day!
Tim
Great post and another thing I've found in these unsettling times is that something totally unrelated to the real estate transaction might be eating away at your client and angst, frustration, worry over that spills over into how that client is communicating with you. So listening is all the more important, because sometimes the words, tone and rationale used, are being driven by other things not even specifically related to the real estate transaction at hand.
Sally, a beautiful post and a good reflection for all of us. .
But I bet your grand-baby. .is perfect !
Sally, being prepared for bumps in the road and not take things personal is excellent advice. Thanks.
The more players you have in a real estate deal and the longer the transaction drags out, the set backs can be misinterpreted. The buyer broker who says the listing one did not even deliver the offer when they did but the seller is not accepting it. He can indicate to his buyer what he suspects that is not accurate. They say the truth shall set you free but you have to get to it, remove the spin and communicate. Misunderstandings, wrong expectations, miscommunications is where the hornet's nest comes from that stings deeply and wastes time, does not make it professional.
AMEN! We do no live in a perfect world and life does go on - we just need to remember to do our best, be our best and know that no matter what we do, life will not be perfect. Thank you! I am inviting you to join a new group "servant leadership" that I just started on AR.
This is so true and learning how to work with all temperaments and personalities is a major part of being successful Real Estate Professionals. Very well said, thanks for the great post Sally!
Trust would be another key component to any client relationship.
Without it, the process becomes very stressful.
Right on the money with this one, Nothing in life is perfect and every transaction brings new challenges. It's important to be a great listener to recognize and adapt to all the ebbs and flows of any relationship.
None of us have ever been here before...knowing this helps me better understand the other fellow a I interact personally and professionally...Now, on things that my wife brings up from time to time, my standard response is...I am working on it...Meaningful post with a good point...well done Sally
If this job was easy, anyone could do it and do it well.
Sally - they say history tends to repeat itself and in most real estate transactions this is true to a point ..... there are a lot of similarities to every deal but it is the difference in the personalities of the people involved that makes every transaction different ..... even if only a little bit.
The ability to adjust and respond in a positive way is both a gift and a talent that sets one apart.
Thanks John....Being aware of how we are listening, speaking will surely give way to a better relationship with others.
Anna: It sure does...Many contracts falling out ...buyer's skittish....bottom line...getting the real scoop from knowledgable professionals is more of the answer to any problems that arise.
Nancy: Learning lessons are grand right? That's the whole thing....learning how to deal with those delays surely is a better alternative than stressing!
Jeff: Sure can and it's IS up to us to be the professional and understanding ones. Finding solutions instead of being part of the problem is definitely the way to go!
Pete and Linda: Change is inevitable....that IS the only constant in this world...therefore the same in our industry. Changing markets, times, ways of doing business. Realizing that we ALL have different opinions because there are no two human beings alike (just as transactions) is key to coming to mutual ...or at least agreeing to disagree terms.
Gail: It sure is a teenage fantasy. Expectations are another. When one expects others to think like they do...do things as they do is just downright unrealistic. Open minds bring open hearts too :)
Jane: There is no end to learning....in this I believe the reason I won't get stagnant as growth is a continued process in life.
Susan: Darn tootin! Now THAT is a good topic. There will be relationships we value and some we need to detach from (the ones that are no good for us) I appreciate the compliment. Though I am human like anyone else....(meaning I experience the same trials and tribulations in life) I HAVE TO go through the emotions, do some serious cognitive restructuring and in the end ...it's all in the manner of how I handle it :) :)
Ginny: I would think every human being has their own perception of what is real....or not.
Tim: Communication requires listening and if everyone would listen to the other...instead of listening to onoly themselves talk then the world of relationships would definitely be a better place.
Charlie: Yup...it's not what is said...it's how it is said.
Fernando....not perfect...but truly innocent :) :)
It sure is Michael.
Mike...exactly! Emotions play a big part in how a situation is handled. Taking responsibility in how we handle the situation can definitely play a big part for the person on the other end :)
Andrew: Bottom line ...it's up to us...in doing our best in representing our clients....and finding the solutions to these problems. If it's something beyond our control (like the actions of others) there is no alternative but for me to let go. I won't be able to MAKE anyone do anything ...but I can sure control how I act.
Joy: Thanks...I'll check it out.
Priscilla: It's just what we have to do to survive in the real estate industry :)
Anthony: In order to have trust there has to be communication and some sorto of understanding that we are all human and have different opinions. Trust does not come out of the air....it comes from good relationships with others and how we interact as professionals...as well as people :)
Harvey: It sure does....the more the merrior too ..because with each challenge there will be learning lessons. Listening is key for communication :)
Richie: We're all a work in progress...and that's a fact :)
Erica; No kidding.... lots of hard work, effort, time and patience on everyone's part....and working together as a team is what will make it work.
Kathy: You said it all! Thank you!
it is the difference in the personalities of the people involved that makes every transaction different ..... even if only a little bit.
The ability to adjust and respond in a positive way is both a gift and a talent that sets one apart.
What a wonderful blog. I agree with you on the healthy personal boundaries is priority for each transaction. Real Estate is all about change, and it is all about how we adapt and educate our clients within those times.
Celeste, we all encounter people in our business who we may start out wonderfully but then as things start progressing or as problems arise, the relationship may cool off a little. It's our job to keep a clear and cool head throughout and guide them through the transaction.
Sally - Being prepared and preparing our clients can make a big difference in the end result of the transaction.