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Property managers need to be personable, empathetic and organised, but could you be connecting more with your customers?
Speaking with John McGrath at AREC 2016, Stefanie Dobro of Caporn Young gave her opinion on why women are so successful in real estate, and her tips on how to improve your customer service and make better connections with clients.
1. Love your work
“I love helping people, that’s probably the thing that drives me most,” Ms Dobro said. A love for customer service and meeting new people is a great trait for agents and PMs, and will improve your communication with clients.
2. Make a connection
Think of your client as more than just a client. Compassion and understanding are two traits Ms Dobro credits with helping her forge connections with her clients.
She believes women are great at understanding the situations of others, but distancing yourself from your emotions is also important.
“I think women are naturally very caring and I think they ask lots of questions because they’re interested, and they listen to the answers and then they make the connection between the answers for follow-up questions,” Ms Dobro said.
3. Maintain a great attitude
“I always try and stay positive,” Ms Dobro said. This positivity is quickly noticed by clients, especially those who have concerns. Bringing this attitude to your work will encourage your clients to feel comfortable with you, and is a great start to developing a connection. A lot of top agents say they try to maintain high energy levels, and Ms Dobro said this is really important in her dealings with clients.
4. Listen to your clients
“Listening to what they have to say and thinking about what they’re telling me and what the best thing is for me to learn from what they’re saying,” Ms Dobro said. She uses this technique when dealing with difficult clients, stressing that understanding where clients are coming from is the key to handling their concerns.
