Written by: Jessica Hastings Lesperance, Executive Contributor
Executive Contributors at Brainz Magazine are handpicked and invited to contribute because of their knowledge and valuable insight within their area of expertise.
In the fast-paced world of real estate, the key to success lies not just in the deals you close, but in the relationships you build. "Mastering Client Relations: The 'Resonate Then Reason' Approach for Realtors®" by Jessica Hastings-Lesperance unveils a groundbreaking strategy tailored for real estate professionals. This approach, aimed at enhancing interaction with clients through emotional connection followed by logical problem-solving, promises to revolutionize your client relationships and business outcomes. Delve into the wisdom of empathy, the science of stress response, and practical techniques for every Realtor®. Whether you're navigating high-stakes negotiations or guiding clients through their property journey, this article is your essential guide to transforming challenges into opportunities for connection and resolution. Get ready to elevate your real estate expertise and discover the transformative power of resonating before reasoning.
Introduction to resonate then reason – The ultimate tip
Let me tell you why “resonate then reason” should be your new mantra as a professional Realtor®. As a Realtor®, you're bound to encounter a diverse array of client personalities in your real estate dealings. Each client brings their own set of expectations, needs, and behavioral patterns. Mastering effective communication and building productive relationships with diverse personality types are crucial for maintaining a successful real estate business that serves a wide range of clients. For this reason, we strongly recommend that Realtors® complete the DISC Personality Test. This tool is invaluable as it enables Realtors® to better understand their own behavioral styles as well as those of their clients. By gaining these insights, Realtors® can tailor their communication strategies to meet the unique needs of each client, ensuring a more effective and understanding interaction. Enhancing client communication by speaking their language transforms the real estate experience, its’s a game-changer.
Understanding the client's stress response
Encountering a client in the midst of a crisis or exhibiting challenging behavior can significantly impact your professional rapport and influence the outcome of a property transaction. It's critical to recognize that immediate intervention might not always be the most effective approach, especially when emotions are running high. Understanding human stress responses, governed by the autonomic nervous system—including the parasympathetic ("rest and digest") and sympathetic nervous system (fight or flight”) branches—is crucial for Realtors®. When dealing with a client who is visibly upset or defensive, it's essential to acknowledge that they may be experiencing a heightened stress response, characterized by increased heart rate and heavier breathing. This is the point at which we should first align with their emotional state to calm their nervous system and restore parasympathetic balance, and then engage in rational dialogue to identify a mutually beneficial solution.
The two-step process: Resonate then reason
The “resonate then reason” approach is a two-step process designed specifically for real estate professionals to effectively manage stressful client interactions. Initially, it involves empathizing with the client to mitigate their immediate stress (resonating). This can be achieved through techniques such as active listening and providing affirmations. Once the client feels understood and calmer, the conversation can shift towards rational dialogue and problem-solving (reasoning).
Practical tips for effective client resonance
Active listening: This involves giving your full attention to the client, acknowledging their feelings without judgment, and demonstrating empathy. Active listening is about engaging with the client's concerns and understanding their perspective, which helps in building trust and easing tensions.
Affirmation and validation: After hearing them out, affirming the client's feelings and validating their concerns can foster a sense of mutual respect and understanding. This step is crucial in laying the groundwork for a constructive and solution-oriented discussion.
Strategies for successful client reasoning
Composed and logical approach: When transitioning to the reasoning phase, maintain clarity and calmness in your communication. Present all available options and outcomes in an accessible manner, ensuring the client feels involved and respected in the decision-making process. Tip: Maintain a steady smile and breathe calmly; this will harmonize with their nervous system, leading to a more relaxed and receptive interaction.
Reassurance: In times of crisis or uncertainty, offering reassurance while maintaining honesty is key. Realtors® should draw on their knowledge and past experiences to guide clients through potential challenges, always aiming to maintain a supportive and reassuring demeanor.
Conclusion: Navigating stress and uncertainty in real estate
The journey of buying or selling a property is often fraught with stress and uncertainty. As Realtors®, it's our responsibility to maintain an open-minded and supportive approach, ensuring our clients feel guided and understood throughout the process. Employing the “resonate then reason” strategy can significantly improve interactions with difficult clients and assist in managing situations with stress effectively.
Jessica Hastings Lesperance, Executive Contributor Brainz Magazine
Fierce and epic all rolled into one, she’s an absolute rockstar. Jessica Hastings-Lesperance was Raised with Real Estate™ her entire life. She is co-owner, Marketing Visionary, Director of Operations, and REALTOR® at the Terri Hastings Real Estate Group/Keller Williams Realty Centres, one of the top producing Keller Williams teams in all of Canada. Jessica is an inspiring entrepreneur, real estate investor, coach, speaker, and published author. She has been featured on major media outlets including podcasts and real estate TV talk shows and has been published in various magazines. Recently, she was recognized as one of Canada’s Top Fitness Instructors for 2023 by Impact Magazine.
