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6 Communication Tips for Real Estate Agents

April 22 2011

man on phone

Guest contributor Katy Dean Cebe from Showing Suite says:

We've all heard it a hundred times – clients stating their number one complaint during their real estate transaction was, "I never heard from my agent!"

Perhaps "never" is a bit of an exaggeration. Surely, they must have heard from you at least once, right? If nothing more than for you to say, "I want to help sell your house," or, "I can give you tips on selling your home!" But when a client isn't getting what they want from their agent, the negativity they feel towards you will be exacerbated, and no matter how often you actually did communicate with them, to them it will seem like you never did at all.

Communication Tips for Real Estate Agents

Communicating with Real Estate Leads

Ask your client the following, early on:

"What is your preferred method of contact?"

(Do they prefer phone or email?)

"How often would you like me to contact you, keeping in mind I will always contact you immediately with any pertinent updates or issues as they arise?"

(Would they like to hear from you daily, every-other-day, weekly?)

Real Estate Leads – "Speed to Lead!"

Consider the fact that most online real estate leads are surfing the Web, looking around at other sites, trying to find the right person for the job. Not always will the first agent that contacts them actually get their business, but the first agent that contacts them and says the right things generally WILL get their business. As Rick Bengson, co-founder and CEO of Showing Suite, Inc., says, "Speed to Lead!" Contact your real estate leads within five minutes; otherwise, you may be too late. The next agent could be just a little quicker than you, and they may get the client instead.


What's in it for ME?

Both clients and leads want to know what you can offer them that's different from all the rest of the agents out there. Beyond your usual, "I'll help sell your house," and, "I have better tips on selling your home," let them know that they can expect the personal attention they require and that you will communicate with them throughout their transaction (based on the answers to the questions above) in a professional, respectful and courteous manner. And actually do it!

A Few More Tips for Real Estate Agents to Remember

Communication is not only about what you say and how often you say it; communication is about listening, understanding, and giving productive feedback, too. It's not only about your words, either. Be aware of your tone of voice, and in person, facial expressions and body language contribute to the way you and your message are perceived. And in electronic communications (which will be discussed further in Communication Rumination – Part 2: Electronic), think of capitalization, courtesy, and emoticons.

This doesn't mean that you have to be a robot, or paranoid about every single thing you say and how you say it. But you do want to be aware of these things and aware that these are items that, like it or not, determine peoples' perception of you.


Tone of Voice

Annoyed or angry that your client won't listen to you, keeps calling you, or just called your Broker because you "never" call your client? That annoyance or anger will be apparent in your voice. If you think your client can't tell, you're wrong. Take a few deep breaths before you say anything. Calm down and think of something positive in your life.

Facial Expressions

Nervousness, insecurity, boredom and uncertainty will show on your face if you are not aware of your facial expressions. To combat your subconscious eye-rolling, lip-pursing, or brow-furling, stay positive, calm, and confident.

Body Language

Are you pulling away or leaning forward? Arms crossed or open? Touching your neck or your hair? These are all indicators of how we are feeling. Leaning slightly forward shows that you are taking an interest in what your client is saying. Having your arms crossed in front can indicate that you are distrusting. And touching your neck or your hair is a sign of insecurity and uncertainty.


Communication between the agent and real estate leads or clients is an essential part of your real estate business and there are many things to consider when you communicate with your clients and leads. Most importantly, do it well and do it often; too often is better than not often enough.

Kate Dean Cebe is the Marketing Manager of Showing Suite. To read her original blog post, click here. click here.

Learn more about Showing Suite.

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