The other day we wrote a post about how important it is that landlords and renters approach the rental process like a detective. And the post subtly pointed out something that should be the focus of its own post: great agents close more listings because of their ability to communicate.
How do the best agents communicate? By tailoring their best ideas to their audience: renters and landlords. Let’s contrast hypothetical Agent A (a smart, driven agent) with hypothetical Agent B (one of the best agents, a great communicator). Here’s how Agent A would communicate the lesson from our last post:
“Due to asymetric information in the rental process, landlords and renters alike must conduct due diligence to ensure that both sides of the transaction culminate a fair and reasonable result.”
Sure, no agent usually takes it that far, but Agent A in our example has a particularly bad case of business-speak. And it usually puts off both renters and landlords because they cannot relate to the agent. The agent in this example is not doing a good job of customer service, because the focus should be on creating a rapport with the customer.
Let’s look at Agent B talking to a renter or landlord:
“You’ve got to be like a detective. As we move through the rental process, it’s important to dig in and find out about the other person to be safe and avoid any unnecessary risks.”
That’s more like it! Notice how in this second example the agent does a much better job of relating to the customer. The agent builds a connection by using the word “we” and also uses the example of a detective to paint a clear image in the mind of the customer.
Agent B is a better agent in part because of the ability to communicate well with customers. It’s an often overlooked ability that the best agents work at in their goal to always provide the best customer service. Yet it’s this communication ability that the best agents spend so much time honing to allow them to close more listings and ultimately help them be the best in the business.
Have you spent time working on your communication skills? How do you improve your ability to communicate? Some related blogs that we read could help you continue improving your communication skills – check out the MindTools Communication Skills page for an assortment of articles and don’t miss the slideo:ology blog for help articulating ideas and presenting to clients.



