Create an amazing client experience...

The market is tough right now... so we need to work harder, smarter and more efficiently. But to get more business we also need to provide an amazing client experience.

The reality is the market is down, which means less business for lenders and agents to go around. We will see a mass exodus from the industry (we already are... wait for agent renewals to come due in January). Fewer homes will sell and buyers will be more likely to shop rate and try to save anything they can.

Agents will hear "the rates are too high" over and over. Sellers who have 3.5% rates will not want to sell, only to buy with an 8% rate. Inventory will stay low... the market will stay tough well into next year, perhaps beyond.

But here is the great news. If the market is down 20% you need to work 20% harder to maintain your current income... but you can do that. Homes will still sell. Commissions will still get paid. Real estate will still be a great career and the market will shift eventually.

But clients will raise their expectations. In a market where every house sells in a day, an agent can be mediocre and still close deals. This market is going to be different, professionalism will be rewarded, and mediocrity will be a career ending trait. This market will require you to provide your clients with an amazing experience. Want referrals? They won't come if you are mediocre. Want repeat business... better be amazing.

So what does amazing look like? Here is a list a friend shared...

• Communicate promptly and effectively... not returning calls is no longer acceptable
• Do what you say you are going to do, on time and to the highest level
• Work with the other agents to put deals together. This is a market for both parties to be happy, not for one to feel they won because the other feels like they lost
• Understand problems arise, but focus on solving them and make sure your clients see the work you are doing... unseen work gets little or no credit
• Have hard but honest conversations with your clients... telling a seller they can get a price that you know will never happen my get you the listing... it will cost you the client when it does not happen
• Don't BS about rates... be honest about the benefits and the fact they can refi... but don't downplay client concerns
• Work harder to find buyer's homes and sellers buyers... homes are starting to sit on the market meaning you will have to market, ask for price drops and do the things we used to do
• Stop saying the market will get back to normal... we have no idea what normal is... all we know is what it used to be but it will not go back there again. Watch for the new normal
• Your client does not care about your other clients, so make each one feel like they are the only one by committing to them your time, expertise, concern and focus
• Work with your lenders, inspectors and title instead of against them... stop blaming others and instead work with them to get deals done

A great list I think. We all need good reviews, referrals and repeat business... now more than ever the experience will have to be amazing.