Estate agent facing rejection from a client

A real estate agent would understand better than most people what it feels like to lose a client and experience their rejection of a property. He finds the right people for a flat that is for rent or sale and, upon showing it to them, despite them having previously shown interest or even enthusiasm – they reject the property. 

Rejection is an inevitable part of the job . However, why should we accept a morning and afternoon of unsuccessful viewings as habitual, what can we get out of those “rejections”, can they be avoided? Below we will show you how to avoid a client’s rejection of a property.

How to avoid a client’s rejection of a property

INDEX:

1. Learn from mistakes and collect information
2. Shortlist clients from the beginning of the process
3. Use tools that substitute the face-to-face visit

1. Learn from mistakes and collect information

Information is always power. Therefore, if at the end of the visit to the property, you notice the client is left unsatisfied and uninterested, we should try to find out why.

In the first instance, if the reasons are resolvable (they would agree to a reduction, there is something about the furniture that does not fit, the colour of the walls does not seem appropriate…), an agreement can always be reached, but because of the reservations they have about the property, clients do not always indicate why they were disappointed by it

Secondly, even though it is usually difficult to win back these “lost” customers, we can put a end to future customers’ rejections. If something as simple as painting the walls or the furniture is really enough of a reason to dissuade the visitors, it is time to paint or throw away that furniture.

Finally, with regards to the information that the clients themselves can offer us, the error does not always come from the state of the house itself, but from a miscommunication of the agent’s part. Perhaps we did not indicate in a misunderstanding or in an attempt to favour the sale or rental, that the property is on the third floor of a building without a lift. If this information is decisive, even though it may be a disadvantage, it is better that it causes initial rejection from a few clients sooner rather than later on in the final stages of the process when a transaction is more likely to happen  

2. Shortlist clients from the beginning of the process

As we have indicated in the previous point, we should not be afraid to indicate from from the get-go what the whole property is like, with both its pros and cons. Nor is it a question of “shooting ourselves in the foot” and pointing out disadvantageous factors that could easily be ignored.

Sometimes we don’t think that certain information is important, such as the orientation of the floor, and although this may not be favourable in terms of only letting in sunlight at certain times, it can be compensated for with other aspects. In this case, we are positioning ourselves from the seller’s perspective, and what we are trying to do is putting ourselves in the client’s shoes, so that we can anticipate what might interest him by offering it to him beforehand, and know what he is least satisfied with, so that we have the necessary arguments to counteract it.

To this end, a data sheet on portals and on our website, which lists each of the aspects that the property has is the first thing to be taken into account. Once the client knows what he needs and remains interested in the property, it will be easier for us to convince him if, rather than rejoicing in the positive (which he will see with his own eyes), we counteract the negative.

Following the example of the orientation of the flat, a good argument would be that although the sun does not shine through too much in winter, the rooms have heating that allows them to warm up in a few minutes without an excessive expense, being an advantage for the hottest seasons, which last more months in Mediterranean areas and where it will not be necessary to cool the house through means other than ventilation.

3. Use tools that substitute the face-to-face visit 

It is clear that if a client is going to take out a mortgage on a property or assume the costs of renting in Spain, he or she is not going to sign “blindly” and will want to see the flat in person, but that does not mean that before reaching this point, he or she will not be able to visualise what the property looks like beyond the photos 

In this sense and to avoid the client’s rejection of a property, a 360º virtual tour in which not only images of each corner can be realistically appreciated, but one that encourages the customers to imagine themselves in each room and walk around it as they like, is a tool that is much more effective than anything we can say about the property or write in its technical data sheet.

In short, the idea is to break with the routine sales model that leads us to those “little disappointments” to which we have become accustomed and that, although nowadays are implicit in the work of a real estate agent, if they can be solved, why not do it?

Satisfaction on both sides, improvement in work processes and, with it, reduced costs are within our reach simply by finding the right medium. Are you going to miss the opportunity to lose less customers?