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Pay Attention to the Non-Verbal Clues

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By Walt Baczkowski

RISMEDIA, May 22, 2008-Based on articles during the past several months, this discussion may seem contradictory to the message we have been delivering. Please be assured that this is not the case.

Realtors must embrace the communication styles and methods increasingly employed by consumers. It is rare to find a consumer who does not utilize-or at least understand-MySpace.com, Facebook.com or LinkedIn.com, for example. If you are not familiar with these services, you may risk losing business opportunities and clients to others who are able to communicate with consumers in a manner they are accustomed to.

baczkowski_walt.jpgHowever, going back to my statement above, communication must include “face time” and personal meetings with customers and clients.

Communication also includes observing each other’s body language and the non-verbal clues or messages being delivered through facial expressions, posturing and observed reactions. We can read all the text messages and listen to verbal comments; however, sometimes nothing beats the non-verbal clues that are given during a showing or observing a customer’s physical reaction to information provided to them.

Too often, verbal communication is unclear or the parties do not listen to each other. Ninety percent of the “complaint” calls received by our association can be traced back to poor communication. Non-verbal communication during showings also can provide valuable insight into what the customer is really searching for-or their likes and dislikes. Rather than being a tour guide for the property, observe the customer’s reaction to the various amenities or features in the home.

To many reading this article, this may seem like Real Estate 101; however, based on personal experience, too many times, valuable opportunities to gain insight into the consumer’s true wants-or don’t-wants-are missed.

Walt Baczkowski is president of the Metropolitan Consolidated Association of REALTORS®. To contact him, please e-mail walt@mcaronline.com.

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