[quote_box_center]“I keep my ideals because in spite of everything, I still believe that people are good at heart.” – Anne Frank[/quote_box_center]
Over the years, I’d occasionally drop into open houses held by my peers, typically to inspect the property on behalf of a buyer client. An added benefit of such spontaneous visits, though, was the opportunity to witness firsthand the protocol (or lack thereof) and professional behaviour (or lack thereof) of many attending sales reps.
Quite often I was appalled by the pandemonium and total lack of security. While the solitary host stood steadfast in, say, the kitchen, numerous visitors were scattered pell-mell throughout the house, left to peruse – completely unattended – through bathrooms, closets and potentially, the homeowner’s personal items. Unfortunately, I’ve found such practice to be fairly common.
To avoid this potential nightmare violation of trust, you might want to consider having a co-host to share the responsibility. Or have a sign ready to display in the front door announcing that you’re showing the property, asking arrivals to await your greeting – and lock the door. Now, this isn’t because you believe everybody is dishonest. Since it’s supposed to be an open house, though, this policy may seem extreme. You may lose some lookers. However, you should focus your undivided attention on the interested prospects already inside.
If the new arrivals are sincerely interested, they’ll wait for you. You could, nevertheless, briefly break away from your presentation to greet and escort them to the living room to wait for an accompanied tour. A slide show of the subject and other homes could be playing on the TV.
Or you could add a few words on your “busy showing” notice, welcoming them to wander through the garden or enjoy a walk around the block to investigate the immediate neighbourhood. Or simply relax in some comfy chairs on the porch to get a feel for the place while perusing strategically placed feature sheets. Weather permitting, as a welcoming gesture, have a closed thermos of coffee or lemonade with glasses for them. Leave a covered dish of cookies to sweeten them up. If the visitor is unable to wait, have a sign-in list at hand for them to request an emailed brochure, virtual tour or feature sheet, or a call to arrange an exclusive viewing appointment. And follow up with them!
The reason for restricting the number of visitors at any one time is two-fold – security and opportunity. Security dictates that you avoid having countless strangers wandering unaccompanied through your client’s home. I believe all people are basically honest, but one shouldn’t gamble with another’s property.
Secondly, curiosity is a powerful motivator. You want the chance to bond with your guests and that won’t happen if you station yourself in the kitchen while everyone rambles alone around the house. They’ll probably notice the main features, but miss small innovative elements and leave without the advantage of your explanation of the benefits of those features. Just because it’s an open house doesn’t mean you don’t properly show it. Use your presentation skills. Your priority is to sell your client’s property, but you can also grow your business.
How does one connect with a prospect? Aside from being professional, skilful, charming, courteous, curious and genuinely considerate, it helps to be patient, persevering, proficient and prepared.
When someone arrives, greet them warmly at the front door. Most people are not completely comfortable walking into someone else’s home. They may ring the bell and await your answer or may enter on their own. Either way, if you’re not currently showing another party, ensure that you arrive in the foyer immediately to welcome them. Yes – haul your ass out of that restful easy chair and enthusiastically do your job.
Introduce yourself by first name. Offer your hand and most importantly, make a point to remember their names – including those of the kids. A person’s name is music to their ears. It’s personal. The fact that you made the effort to remember may impress your guests. And using the kid’s names will impress the parents even more. You want them to like you. They want to know you care. Illogical as it may seem, many buyers and sellers make their hiring decisions based on the likeability factor. Often, it doesn’t matter if you’re a top agent or the ink on your registration certificate is still wet. If they don’t like you, they won’t hire you.
The thing to remember is that it’s your job to not only hold an effective open house in your client’s home, but to protect it too. Would you want strangers strolling through your own home unattended? Think about the Golden Rule.
[quote_box_center]“Charm is a way of getting the answer yes without asking a clear question.” — Albert Camus.[/quote_box_center]
Ross Wilson is a retired real estate broker with extensive experience as a brokerage owner, manager, trainer and mentor over a highly successful 44-year career. His book, The Happy Agent – Finding Harmony with a Thriving Realty Career and an Enriched Personal Life is available where print and e-books are sold, including the TREB, MREB, RAHB and OMDREB stores. Visit Realty-Voice.com.
