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There’s a reason we have two ears and one mouth. It’s nature’s way of saying we should listen twice as much as we talk, writes Manos Findikakis, CEO of Agents’Agency.
But how often do you apply that philosophy? Do you take the time to ask questions, be quiet, and just listen or do you find yourself talking in a bid to showcase your expertise and worth?
One of life’s great skills
Listening, and I mean really listening, is one of the greatest skills we can learn and apply in both life and real estate.
The ability to listen is the ability to get in tune with the needs of our clients. It’s the ability to hear what they have to say, and the first step on a journey of empathy where you envisage yourself in their shoes and then apply that knowledge to determine the best course of action.
Really listening also allows us to take on and apply further information as part of our professional strategy.
It allows us to understand buyer feedback, seller hesitation and more, and that allows us to change course when required.
In short, listening is the beginning and end of great service. It’s also at the heart of successful negotiation.
The biggest challenge
While listening is at the heart of any successful service career, the challenge that many agents have is that they just “talk too much”.
Whether it’s confidence or nerves, they have an unfounded belief that they need to “get everything out” and “not miss anything” when pitching for the business.
This is a classic case of “talking themselves out” of an opportunity. Instead of listening twice as much as talking, and asking questions to lead the conversation, they become infected with verbal diarrhea.
Ultimately, this results in the agent “telling” rather than “showing”.
For example, they tell clients how empathetic they are and how they put their needs first, when instead, they should be showing them by asking the right questions and then truly listening to what those needs are.
Get to the point
One further communication challenge that many agents have is failing to get to the point in the most direct way, and I’ve written about this before.
Instead of cutting to the chase, they take the “scenic route” with their conversations. They try and beef them up to add weight, pad them to soften a blow, or meander to avoid asking an uncomfortable question.
Take asking for the business as an example. We know actually asking for the business is one of the most effective ways to seal the deal and progress from listing presentation to appointed agent.
All it takes is five seconds of courage to ask a simple yet direct question such as, “Shall we get the paperwork started?” But too often agents hesitate, dancing around the actual words that seal the deal.
If you don’t ask, you will never receive.
Less is always more
The same principle applies in other forms of communication. Less is always more.
Whether you’re delivering news your client may not want to hear or offering constructive feedback to a team member – be clear, succinct and direct, yet kind.
Don’t take the scenic route. Don’t dance around the issue. Just get to the point and deliver the news that’s required.
Make the most of opportunity
We are in the February–March “FM” period of the market, which represents the busiest selling period outside of “ON” (October–November).
Make the most of this opportunity by talking less, listening more, and delivering the information that’s required.
Manos Findikakis is the CEO of Agents’Agency, Australia’s first multibrand real estate network.
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