Agent Advice

Work to earn your clients’ trust

Private Property South Africa
Cathy Nolan |
Work to earn your clients’ trust

2The foundation of client service is the empathy you express and the trust you build with your clients. As a real estate consultant (rather than a “salesperson”) these two qualities are crucial to your success.

In today’s market, where products and services are increasingly the same, and consumers will buy from business that they feel have the same values and ethics as they do, in real estate, clients will do business with people whom they feel have the same values and ethics as they do, and whom they trust will treat them ethically.

Establish rapport by:

  • Being genuinely interested in the other person

  • Smiling, being friendly and helping them to relax with you.

  • Using their name.

  • Being an active listener and remembering what they have told you.

  • Always asking questions and talking about the other person's interests.

  • Sincerely making the other person feel important.

  • Being respectful and identifying with their dreams, concerns and situation

In terms of getting the information you need to work with, you need to understand what this information is. Your first need is to determine what the client’s situation is, and what their needs and wants are.

Buyers and sellers typically fit into three situations:

  • Problem (eg, a divorcing couple must sell their house as part of a settlement)

  • Situation (eg, their present house is too small for a growing family or too large once the children have left home)

  • Opportunity (eg, a partner gets a new job in a different location)

The most efficient way to get this information is by asking questions. The skill involved is in knowing the right way to ask questions and the right questions to ask. Questions are an incredibly powerful tool in selling. They help to build rapport, identify the clients' situation, wants, needs and motivation to buy or sell, and show clients that you are genuinely interested in them.

Research shows that top performers ask more questions and have a high listing success rate. Lower performers tend to tell and sell, rather than ask.

Sales consultants should query (diagnose) before they offer solutions. Then they can produce a customised plan and service to fit the client’s wants and needs.

Asking questions is only one part of the strategy for success in real estate. It needs to be backed up by an attitude and level of service that pleases the client and has them wanting to return.

By Jenny Swanson of Harcourts

Related Articles

Neighbourhood focus: Brooklyn, Pretoria
Private Property Reporter | 03 Jul 2025

Neighbourhood focus: Brooklyn, Pretoria

A top Pretoria suburb, Brooklyn blends prestige, student life, and family charm with diverse real estate options.

The ultimate property viewing checklist
Private Property Reporter | 02 Jul 2025

The ultimate property viewing checklist

First-time home buyer? Spot property red flags early with this essential checklist for first-time buyers.

10 mistakes first-time buyers make and how to avoid them
Private Property Reporter | 01 Jul 2025

10 mistakes first-time buyers make and how to avoid them

When seeking a home for the first time, the options can be overwhelming and confusing. These are the 10 most frequent mistakes you should avoid.

sample image of property alerts

Get instant property alerts

Be the first to see property alerts for your area.

Create an account or log in

Receive personalised property alerts and so much more!

By continuing you accept Private Property’s Terms & Conditions and Privacy Policy.

Cookie Preferences
Property Alert Created!
Success
Your alert was successfully created.

Your Privacy

By clicking Accept all cookies you agree to use all cookies to help improve your experience with personalised content. Or click Cookie preferences to change cookies or withdraw consent.

;