MANAGING THEIR EXPECTATIONS… when is the last time you bought something that did not meet your expectations? When that happens, did you get upset?…probably. Customer Conflict always arises is when Expectations are not met. When you think about it, most conflict starts that way. An individual has an expectation of "what is supposed to happen". If it doesn't happen, they get upset. Our Customers are no different…they have an expectation of a certain level of performance. If you do not meet that level, they get upset! At the same time, sometimes we get upset too!… Why? Because sometimes their expectations are unrealistic. So who's at fault? Whenit's all said and done…it doesn't really matter…it's up to us to set realistic expectations for our Customers.
Here is your ACTION STEP…here are some examples where we need to set very realistic expectations for our Customers before the sales transaction gets started… make sure they understand:
1. How long it will realistically take to get their house sold.
2. How many showings they can expect on a weekly basis.
3. How often you will be giving them feedback.
4. Critical Point: what the realistic selling price of their home actually is. Be brutally honest here. If you are taking an overpriced listing, at least do them the courtesy of showing them up front what their home is really worth in the marketplace. This is an important part of your job.
1. What they can expect to buy in their price range.
2. That it is not necessary to look at every single house on the market.
3. That "lowball offers" are detrimental to arriving at a good price for them.
4. Unrealistic demands create animosity with the Seller.
And lastly for Sellers AND Buyers: Make sure they understand how the negotiation process works.
The best way to make the Selling Process smooth is for everyone to be on the same page. One of the most effective ways to do this is to be sure to…Set their Expectations at a realistic level before you start. Sooner or later reality will show up anyway! You may as well prepare them up front. Your job is to set that up at the beginning of the transaction, not at the end when it's too late. NO Excuses.