No Broke Months For Salespeople - How You Exceed Your Client’s Expectations?

Episode Date: April 13, 2024

How You Exceed Your Client's Expectations?Real Estate Coach Dan Rochon from No Broke Months for Real Estate Agents dives deep into strategies and insights to help you excel in your business endeavors.Dan explained that we must understand what our clients expect before we exceed expectations. By understanding their unique needs, preferences, and desired outcomes and genuinely listening and empathizing with them, we can gain invaluable insights into what matters most to them.Exceed your client's expectations in the latest No Broke Months for Real Estate Agents episode. To find out more about Dan Rochon and the CPI Community, you can check these links:Website: No Broke MonthsPodcast: No Broke Months for Salespeople PodcastInstagram: @donrochonxFacebook: Dan RochonLinkedIn: Dan Rochon

Most instructors would give you exceeding expectations, just do more. Boom, that's the entire thing, right? But what I'm giving you is some tools to be able to get to understand what they truly want. Because when you understand what they truly want, now when you exceed that, now what do they feel about you? Okay, but we've got to really get skilled at understanding what they want. Welcome to the No Broke Months for Real Estate Agents podcast. Working as a real estate agent can be incredibly rewarding and fulfilling, but it can also be frustrating if

you aren't making the money you deserve. So if you're ready to end the stressful cycle of working hard for no results, then get started with a proven step-by-step system so that every month is No Broke Months. My name is Dan Rochon. I'm the host of the No Broke Months podcast, which is a show for real estate agents to help you have no broke months. Thanks for joining me. Enjoy the show. How you exceed your clients' expectations. Real estate coach Dan Rashan from No Broke Months for Real Estate Agents dives deep into strategies and insights to help you excel in your business endeavors. Dan explained that we must understand what our clients expect before we exceed expectations.

By understanding their unique needs, preferences, and desired outcomes and genuinely listening and empathizing with them, we can gain invaluable insights into what matters most to them. Exceed your clients' expectations in the taking a proactive approach to doing so. So I mentioned about asking, what are your expectations of me? Who recalls during the initial listing conversation, one of the two things that you say during that conversation? Who recalls the two things? Go ahead, Diana. What do you expect of me as your real estate agent? How much do you expect to get for your home? Thank you. So those two questions are like sort of like the foundation to exceeding expectations.

Right. So first of all, what's your expectation of me as your agent allows for me to understand are they, you know, looking for communication? Are they looking for ease? Are they looking for pure profit? Are they looking for guidance? Are they looking for suggestions on improvements? You know, we have some sellers that approach it like it's HGTV. You know, I've got a seller like that right now that, you know, like it's a thing for her to go through and basically, you know, do all these, you know, improvements that will drive value. Because I wouldn't, you know, I would guide her away from doing the improvements if, you know, if they want to benefit her. But it's important to her.

She wants somebody that's going to be able to consult her on, should I put a fire pit in the backyard or should I redo the half bath? You know, I've got $15,000. How should I spend it? Those types of things. So these are some expectations that you may hear from your prospective clients and from your clients. And then once you get the, you know, the expectation of whatever it may be, then you're going to chunk up and chunk down, right?

So for example, chunking down would be, so tell me specifically, what does that mean to you? Tell me more about that. Those are questions that you're going to chunk down. Chunking up, it goes from specific to general when chunking down goes from general to specific. And I typically use both methods when I'm communicating, particularly with a prospective client. All right. So now that you're starting to put these tools together, and again, this all goes back into exceeding expectations, right? So most instructors would give you exceeding expectations, just do more. Boom. That's the entire thing, right? But what I'm giving you is some tools to be able to get to understand what they truly want. Because when you understand what they truly want, now when you exceed that,

now what do they feel about you? Okay, but we've got to really get skilled at understanding what they want. One tool that you have to be able to exceed expectations that no matter who you're communicating with, that I recommend that you employ is over communication. Like everything to be able to get to their, what they're looking for and who they are and what they want. I just went through all that with you. Now, now that you have that information, now, how do you use that information to exceed their expectations?

You use it in a, in a methodology of over communication, of communicating to them five days a week. you use it in a methodology of overcommunication, of communicating to them five days a week. Because when you communicate with them five days a week, it takes away the, it takes away the your fault for not selling my house because I overpriced it. Your fault because a buyer came by and they left the lights on and they disrespected my home. Your fault because they came over and they left the back door unlocked. And by the way,

these are things that are going to happen. Okay. But when these things happen, if you're communicating with them once every week or once every two weeks, guess what? It's going to be a hundred percent your fault. And now you're going to be reactive. When you take a proactive approach, you don't have to be, you know, like when you're dealing with clients, you're dealing with negotiations,

you're dealing with all that. You don't have to be, you know, jumping through fire. You can be calm. You can be controlled. You can take things on your own timeline rather than their timeline. But when you follow these processes, you're able to then exceed their expectations.

So to sum all that up, here's how you exceed expectations. Number one, you know what their expectations are. You get to what their expectations are through asking them general questions to specific questions to general questions to specific questions. So now I understand exactly what it is that you want to do, how you want me to help you do it, what you expect from me, what you get internally, which could be pride, could be whatever that may be, and what you get externally, which could be now I don't have to pay that huge mortgage anymore, or now I've got a big profit, or now I can take that profit and buy a boat, or I can take that profit and buy my next home, whatever the case may be. So now you have everything there. And so now when you have everything there, you speak to the motivators. You don't speak to the, to like the generalities. It's the motivation

of internal, external drives. And then you communicate five days a week. Thanks so much for listening to the No Broke Months podcast today. Until the next show, I invite for you to be grateful, make good choices, help someone, have the best day of your life, and go find a listing.