Clients will judge your agency based on first impressions, therefore, the initial contact whether it be by phone, fax, email, unannounced, at an open house or personal contact, will have an immediate effect on your reputation and the agency’s credibility.
Recent studies show that a customer takes only 3 seconds to form their “first impression” of you. These 3 seconds are broken down to:
54% - based on how you look
39% - based on the tone of your voice
7% - what you are actually saying
- New clients will form their first impression by how they are greeted
- Clients need to be treated with respect and care
- Staff should be sensitive of cultural backgrounds, age of the client and any physical impairment that may hinder the building of this client/agency relationship
There are 3 main factors contributing to the effective greeting of clients face to face:
- Your appearance and mannerism
- Skills, attitude and knowledge
- Environment – feeling comfortable or threatened
Appearances are a non-verbal signal of communication, remember, not one word has been spoken but your dress sense, mannerism, accessories, i.e. diary, grooming, vehicle, etc. are powerful tools of influence on first impressions. Whether fair or not, you will be judged on your ability to service your clients by their first impressions.
The real estate profession is about building long term relationships. If your client tells everyone that they only deal with you and that you are their real estate agent, then you have received the ultimate accolade which ensures business longevity.
Remember, a happy client will refer you to their closest friends and family, whereas an unhappy client will talk about you to everyone who will listen!
The dictionary defines communication as:
- the act of transmitting
- a giving or exchanging of information, signals, or messages as by talk, gestures, or writing
- the information, signals, or message
- close, sympathetic relationship
- a means of communicating; specifically a system for sending and receiving messages, as by telephone, telegraph, radio, etc.
- a system of routes for moving troops and material
- a passage or way for getting from one place to another
- the art of expressing ideas, especially in speech and writing
- the science of transmitting information, especially in symbols
Communication is a message being sent and received correctly
Non-Verbal Communication
Non-verbal communication involves exchanging information or transmitting data without the use of words. There are many examples of non-verbal communication everywhere in the world.
Likewise, body language and facial expressions are also examples of non-verbal communication. Over the years, numerous research studies have been done to suggest that babies respond to smiling faces the world over, and that when a person sees someone else smile, he may become a bit happier as well.
Thus, while understanding non-verbal communication may require some knowledge of the cultural and social meanings behind the symbols and signs used, some types of non-verbal communication are instinctual, and no teaching is necessary – think of the universal sign for STOP!
Verbal Communication
The system of verbal communication has become quite complex, with many countries having their own languages and each language having millions of words.
Unlike non-verbal communication, in order for verbal communication to be meaningful, there must generally be a readily accepted understanding of the meaning of sounds. In other words, sounds and words alone aren't sufficient to communicate: the person transmitting the message and the person receiving the message generally must have a cultural background or shared knowledge that allows them to understand what those sounds have come to mean.