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It’s so important to build rapport quickly, as often on the phone we only have a few seconds or maybe a minute or two to chat. The below are tried and tested ways that we successfully build rapport with clients quickly while on the phone.
Tip #1 - Notes
Make great notes! None of this ‘called chris, he’s not selling for another 5 yrs.’ Although some agents would want a pat on the back for making the note at all, this note doesn’t give us anything to go off when we reach out to Chris again. And in all honesty, a call like this with a note like this cements the clients’ belief that we are only interested in them if they are a seller. This mentality is what stops us from building relationships and having a steady pipeline of clients for the months to come.
The second part around notes is, when you do have great notes from previous calls, reference them on your call. This shows the client you valued your last conversation with them, you took notice and ‘remembered’ what they had said. That might look something like this:
“Last time we spoke Chris, you mentioned you were about to head off to Airlie Beach for a holiday – how was your trip?”
Tip #2 - Be Soooooo Friendly!
It’s hard for a client to be rude to you on the phone when you’re friendly and lovely to speak to. Yes, you may need to level up your enthusiasm to reach this goal. Think of yourself as an actor on the phone and fake it til you make it!
Cheesy as it sounds, a smile can make all the difference. Smile before you dial! (if you don’t believe me, record yourself saying something, then re-record and smile. You can hear the difference!)
Tip #3 - Add Value
Every call you make needs to be relevant to them. They may not be selling for 10yrs, is asking them if they’re thinking of selling going to be relevant for every call? No. But updating them with local sales can be if it’s delivered in a way that’s showing them why it is relevant to them and why they should know.
Instead of “We wanted to let you know about this because we broke the street record for a 4 bedroom home” it could be “I’m calling as we just sold #23 on your street for $1.3m, as it’s a 4 bedroom just like yours it’s definitely worth knowing about! And would you believe it, it is a new street record for a 4 bedroom home which means the prices in the street have all increased! I know you’re not thinking of selling but would you like an appraisal to find out the new value of your home?”
Next time you jump on the phone, utilise these tips to level up your calls and get the most out of your relationships!
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