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Kiani Mills emphasises the importance of retaining the human element in real estate.
Speaking on a recent episode of The WIRE, Kiani Mills, co-founder of Edwards & Mills, a buyer’s advocacy agency, and founder of Imperiale, a real estate conveyancing service, advised that while time is valuable in the real estate sector, giving a client an extra minute of your time may result in a future sale.
It was widely assumed for a number of years that technology posed the greatest threat to the real estate sector. Would clients still require agents if they could simply click a link to purchase a home?
We’ve since discovered that technology has merely improved the real estate industry — and people remain at the heart of the sector.
Still, Ms Mills believes that the transactional approach to clients is one of the remaining threats to the sector. Simple actions, like calling customers “leads” instead of “clients”, show that the human factor is diminishing.
But according to the business owner, “while it is a transaction, it is still quite personal”.
Reminding agents that “this is the largest transaction that they may have in their entire lifetime”, Ms Mills stressed that agents can get too caught up in the transaction, “especially when the market is good, they don’t give buyers enough time”.
“That 30 seconds more or that one question that gets answered could really turn into a long-term relationship with a prospective future client as opposed to a one-off transaction,” she expressed.
She went on to express concern that many professionals do well during the sale but become transactional after the transaction is completed and lose contact with their clients.
Emphasising that anyone who buys a house will need to sell it one day, or will know someone who needs to sell, she believes there’s “a golden opportunity to give them a minute of your time and leave a lasting impression that may turn into a future sale”.
Listen to the full conversation with Kiani Mills here.
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