Do clients really cry to their Realtor?

Do clients really cry to the realtors? This is luxury real estate broker Shana Aquisto, so she’s been cried to many, many times, and we’re going to talk about some of the things that you as an agent will deal with. Some of the things are sometimes you’re going to be a therapist, sometimes you’re going to be a best friend.

It’s really crazy how all of a sudden they become like, your best friend is a client, how they need you and super needy with you and they rely on you. You’re going to be their financial advisor in so many other things. So we’re going to go over all of that and more.

Yes, I have been, you know, purchasing a home or going through the real estate process. Purchasing or selling is stressful.

And if you’ve got many things, additional things going on, maybe this is your cracking point. And if someone does feel good to be able to let it all out and cry with you or whatever, then I think that goes a long way and that builds a bond shouldn’t judge, you

Know, you just think it makes him a sissy.

One time at dinner, we had this big, big, beefy client, like, I don’t know, he was a I think he was a power lifter, but it was at dinner and he kept calling and I’m finally, I have to take the call, so I take it and everybody heard it.

He was loud and crying and, you know, I talked him through it, got off the phone, and Mike said, Was he crying? Yes, he was crying. No. Yes, he was crying. But we worked through it and everything was fine.

And I think that is important to note that it’s just stressful for him. But I think that’s when I bet you if a client has cried to you or if you’ve bailed them out of jail, or if you’ve went through anyone of these things with them, then you’re going to get. You’re going to get repeat referral business from that individual. So embrace it.

Yep, embrace it, you guys.

Now, if you have bailed your client out from jail?  

No. So anyway, I also want you guys to be careful, whatever your whatever advice that you’re giving your clients. Don’t cross the line, OK? Be there for them, but know when to stop and tap the brakes and say, Hey, we need to contact attorney and find to go with you. But we need to get the advice of somebody who’s a professional.

Yeah, I know that’s a really important point. And then because a lot of times are going through stressful things, that’s why they’re selling. So they’re selling for a good reason or a stressful reason, whether it’s divorce, separation or something like that. You know, maybe there is like a death in the family. There’s it’s

Stressful. Yeah. And, you know, understanding we did that last year, but understanding different personalities and how they behave and those identifying factors of who they are. So you can try to understand what they’re going to need from you is really, really important.

You guys should all. And it’s just a small difference in the course of the year in building that bond and truly caring. So if you’re with your client and you’re talking to him on the phone or you’re walking through any of these things, sharing a piece of you with them often gives you an opportunity to have them then share back, right?

But that’s how you make the difference in that connection. But I would argue that if you’re talking to your client, you should actually be focused, right? There’s all these distractions that are going on in your world, you guys, whether you’re driving down the road, whether you’re talking to somebody else while you’re on the, you know, doing what’s

Happening is you’re missing out. Yes, you do not connect because you’re not connected and you’re trying to multitask, but you’re missing out on a lot of key details that tell you so much.

And it’s just a small amount of a difference that when you make that happen, you’re so different than the other agents out there because you’re focused and you’re in that moment. And then when you do that, you’re close, rates go up just a little bit. And imagine if you closed just five percent more of the deals you were talking to or thinking about or whatever that is from last year, then your income would be dramatically more. Yeah.

It’s really unique. Sometimes listening is important, but then sometimes talking is important. But speaking in saying important things, you know, big proponent of sharing and saying, when I was in your situation, I did this because, yeah, and then you share a piece of you, then they get to know you and then, oh, here’s a bond that I have over here, and here’s what’s going on. And here’s what we can discuss.

I was talking about this just this morning that, you know, going through a transaction is negotiation is not just about getting you the best price, right? It’s about understanding how to navigate through. And you are kind of a therapist, right?

And kind of a I don’t know what are the people that help say somebody is going to jump off a bridge? Who’s the person, a crisis counselor or whatever? I mean, that’s kind of what you are a hostage negotiator,

A crisis negotiator. I don’t know because they’re in a crisis of. Some sort and you’re having to walk them through so they don’t freak out, you’re the calm one, yes, in the storm.

Imagine that jump over to that side because if there’s two of you, you know you’re not solving the problems, you’ve got to be a problem solver.

That’s true. Now there’s a lot of situations that as much as you want to jump into. You can’t pick a side. And that would be in maybe like a divorce situation or something like that. You don’t have to be very careful with that kind of talk on that for just a minute. Sean, about caring, but not all happening when?

Well, here’s my advice on that. If you have a divorce situation and that this could be a whole topic on its own, you need to be there for that person. And the other person individually. But you must communicate and make sure everyone feels that you’re not playing sides.

So in communicating, every email should have all parties included right now. Off record If you want to talk to this, you know you want to talk to the wife or you want to talk to the husband about things so they feel, but don’t cross and and don’t break that trust their individual clients almost at that point. So anyway, the other thing I want to say is don’t get yourself in legal trouble.

We had one situation where after closing, they had the the buyers had a plumbing problem in the, you know, they started seeing trash and debris come up in their in their front yard. And the agent was like, Yeah, I’m going to help you call this guy, call this guy. You know what?

She just opened or he just opened the door to, you know, liability there because you have offered advice beyond the sale of things.

You’re tapping into a territory that you’re really not qualified. If you’re not a plumber, you shouldn’t be offering that advice, but you can guide them and say, Hey, I’m not a plumber. I don’t know. This is what I suggest. Contact a plumber, contact an attorney and guide them on what to do because they’re panicking again. And it’s your job to calm the calming force and walk them through how to handle it.

All right, you had an interesting thing that came up just last weekend. So we were we were out on a Saturday night with a with some good friends and you happen to stumble into an old client, right? So tell me how that one went.  

I don’t remember. I tell you, I’m getting dementia.

Geez, I forgot about that. So yes, I walk to the restroom and happen to see an old client who is now divorced with his new wife introduced me to the new wife and I was like. It was awkward and interesting.

No, but there was more there because it wasn’t. You had to keep the things straight down the middle for both sides. Yeah, and this party was against this party at the time, and then it was really felt like this person was trying to get you. But they really, really it was really, against the other person. But it it,

They were attacking me through a lot of stress.

But then when you talk to them, they were totally like, Hey, you’re amazing.

I had no idea. You know,

Like what they had done to you, but how you taking it? Right? Yeah. So they don’t really feel that way. So take it personal, but yet don’t take it personal and business personal. Yeah, right? Then, because he didn’t take it that way at all.

No, but no people will do whatever it takes to protect themselves, not the realtor.

Episode Links

financial advisor , Mike Acquisto , Shana Acquisto , TNT 

Episode Recorded Live on YouTube 01.21.22

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