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Good Manners Matter For Realtors

Realtor sold this couple a home.
Realtor Etiquette

Today’s housing market is fluctuating between homeowners struggling to pay their mortgage and home values skyrocketing due to short supply. Buyers, who need to relocate or purchase smaller homes they can afford, are hit with bidding wars.   

Many sellers often don’t have a comfortable new home option.  And buyers are concerned with paying too much for a home that may lose value once the pandemic ends.  All of this makes an agent’s job tougher than ever, making manners and etiquette even more important. 

Developing Trust

As I have taught in my many professional presence workshops, successful agents know that trust is, in part, built by relating to clients through physical appearance, attire, body language, and grooming habits. To appear relatable and personable, the agent should dress in professional attire that is only slightly more formal than clients.  But what more do successful agents do to develop trust?

Greg Gordon a real estate agent with RE/MAX Gold for 30+ years in Davis, California, believes in keeping it personal.  He handles all aspects, so his clients have no worries and doesn’t believe in delegating. If clients need something, they know he will take care of it; he is the one they will speak to.  It is that one-on-one relationship he feels is important.

Brenda Fletcher, a seasoned agent with Coldwell Banker also in Davis, agrees and believes that trust should be developed through time by proving to her clients that she is not pushing them to decide—no hard sale.  Additionally, she won't represent both buyer and seller, as it isn't in either's best interest. 

The Competition

Building trusted relationships with other agents is a must if one wishes to belong to this club for the long term.  No matter the market, a real estate agent needs to be ethical. 

Both Greg and Brenda believe that treating fellow agents fairly is beneficial for all in the long run. Greg asserts, "When they call, they know I am telling them the truth.”  Additionally, “I want to walk down the street and be able to talk to them, to be respected.”  As for Brenda, if her listing has multiple offers, she always gives everyone the same info. 

Telling the Truth

So what about telling clients the truth?  Lose an immediate sale or lose respect and future contracts?  All agents should be completely truthful with clients, both agents contend, even if it isn’t what their clients want to hear.  Withholding an unpleasant truth can, and many times does, backfire; trust and respect could be lost.  For example, Greg has known agents who will tell potential clients whatever he/she feels they want to hear just to get the contract, doing anything it takes.  He adds that these are the people others shun.  

Sealing the Deal

Brenda believes and treats her clients as if they will be together always.  Of course, this includes attending to her clients from the beginning to the end, including attending all inspections.  Greg agrees and adds, “Buying a home is such a huge event in a person’s life.  It can be stressful when they find that perfect home and the keys are handed to them."  Knowing this, Brenda meets clients with Champagne as they turn their keys for the first time and encourages them to call her if there are any problems, including offering clients a list of contractors. 

Dos

  • Dress a bit more formal than clients.
  • Inform potential clients of your first name and how long you have been in the business. 
  • Contact clients often, even when there is no news.
  • Turn off cellphones when with clients unless it benefits them—including Bluetooth.
  • Return all calls and emails in a timely manner.
  • Handwrite thank-you notes to clients (buyers and sellers). 
  • Forward contracts to other agents in a timely manner. 
  • Leave a home exactly as you found it, including removing shoes when entering a home.  
  • Ensure children do not touch anything during a showing. 
  • Offer candid feedback from your buyers to the listing agent in a timely manner. 

Don'ts

  • Don’t be late for a showing; call if it is unavoidable. 
  • Don’t leave doors open or lock doors that were not locked.
  • Don’t use the bathroom. 
  • Don’t hide the lockbox.
  • Don’t kill the messenger.  When an offer is not accepted on either end, it is not the agent’s fault. 

In Summary

Yes, this is a frightening time for home buyers and sellers.  And yes, it is an exceptionally difficult point in time for real estate agents.  However, as I've witnessed in my 20+ years of teaching etiquette, those with the best people skills—good manners and proper etiquette—experience more success than those who do not.  Greg and Brenda both appear to exemplify this.  As a result, both are successful agents here in Davis, CA.

More by Rebecca

The Importance of Protecting Your Brand  

How Our Actions Can Affect Our Professional Image 

Time to Polish Our Professional Presence

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