Problem Properties or Awkward Owners

Some properties can seem more of a problem than they are worth particularly if you don’t have rapport with the owners. You see things, which people who have lived in a house for years simply don’t notice. You may even pay for a RICS valuation only to be told by the owner that they don’t believe what the surveyor says. You can only do so much and provided you leave the window of negotiation open they can always come back to you when they understand the mistakes they are making.

One such case recently was marred when the woman we were trying to help simply wouldn’t believe what she was hearing and even when she saw it in black and white she decided to hold out, hoping for a miracle. When she came back of course, her financial problems had got even worse so she ended up in a more dire situation than she had to be in. A lot comes down to trust and if you can gain a person’s trust early on in a relationship, they are more likely to let you help them to help themselves. Less than ten years ago anyone would need an average of four connections to build trust with a ‘cold’ client, now it’s more likely to be forty.

Building trust with new connections can be made easier by taking a look at things from the other person’s point of view and trying to make them feel comfortable with you. When people are struggling, they often think in negative terms which make you a target however much you want to help them. They need to understand your objective is to help them and be realistic as to why you are doing it. All you really need to start a dialogue is to know who you are calling, their name, address and phone number.

Trying to be dogmatic with a concerned person won’t necessarily work in your favour so explaining ways which you can help them can be a good way to start a conversation. Let them know that it’s not about what you are going to get out of the deal, but what you can put into the deal that will help them. Don’t try to go too far too fast, let people offer you as much information through general conversation before you ask for anything specific. Having some facts and figures at hand can help you with basic pricing and sometimes it can be better to request less information until you have built their trust. It wouldn’t really warrant a script when talking to initial prospective clients but possibly a few prompts so you don’t forget any vital questions could be a good thing. Build a strong first base and they will value you and your service for a long time after.

There is a lot to be said for visualizing success in every area of life. Overcome fears of rejection by having a mental run through of how well a conversation will go before dialling; it’ll impact on the success of the call. Remember too not to commandeer the conversation, allow the prospective clients to speak freely to lay down the foundations of a partnership. Let the tone of your voice and the pace of the conversation be warming and unhurried. Treat the person you are speaking with as a new friend not someone who wants to resist your intrusion. However the conversation goes, you have to put their needs first in any type of potential deal.

Using a generic flow when meeting prospects could be good idea. Start with a friendly greeting followed by rapport building before moving onto the subject of their property. Ask open questions, listen to their answers fully and show your authentic concern for what happens to them. Make sure you understand the possibilities of what you can do to help them. Agree what action you are going to take and make sure you do it and follow up with any other ideas or potential possible ways of helping them out of their dilemma.

We need to be confident when dealing with people as any nervousness around the subject is seen as weakness. There is a need to be natural as well though not slick or slimy. Expect to be rejected as this is a normal part of life and we can’t appeal to everyone. As long as we are being ethical and trying to find a property solution that works for everyone involved then that will come over in our meetings.

None of us are perfect and if we are seen as being too polished it can be intimidating and the likely hood of a good outcome for all involved is rare. Often we can feel aggrieved when a client refuses our help but it’s not necessarily us they are rejecting the offer might not be right for them just yet. We can always try and do better next time.

 Always put the client first and act according to what you have said.

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