Mastering Client Trust: Communication, Simplicity, and Transparency

This is an age-old question, right? We all know we are the best thing since the invention of the unicycle. (Seriously, who isn’t mesmerized when they see someone riding one?) But how do we show that to the folks who K.L.T. us—know, like, and trust us—and who we want to be our clients? And in today’s world of instant gratification, we’ve got to do it fast! I’ve got a few thoughts on the process, but I’d love to hear yours too. Let me know in the comments!?

1. Problem-Solving – Spotting issues before they become issues

The best way to build trust and turn a client into a "raving fan" is by spotting potential problems early and addressing them right from the start. When you discuss possible roadblocks up front, you’re showing your client that you care about them—and it's not just a transaction. Communication is key, not just with the families that KLT us, but also with our team (lender, builder, title company, whoever). This makes us a rockstar in our client’s eyes, handling the biggest financial decision of their lives. We want them shouting from the rooftops about how amazing we are!?

2. Simplicity – Keep it simple (I’m a K.I.S.S. kind of guy)

I’m not saying we need to “dumb it down,” but simplicity is essential. Our clients need to understand the process without getting lost in jargon. Do they care what Jerome Powell from the Fed is saying? Probably not. Fancy charts and graphs are cool, but most people just want to know the basics. If we over-explain, we risk losing them, and they’ll start thinking, “I’ll just call someone else to handle this for me.” Keep it simple, clear, and focused on what they care about right now. Less is more.?

3. Transparency – Let them see the real you

Whether we are dealing with Baby Boomers, Gen X, Millennials, or Gen Alpha, one thing remains constant: people need to know us, like us, and trust us. All relationships are built on these three pillars, not just in business but in our “regular lives as well, and we must have all 3! Transparency can be tough—I know it is for me. We all want to be seen in the best light, but when we make mistakes (because we’re human, after all), the best thing we can do is own it. Didn’t catch a guideline change? Forgot a must-have for a family? It happens! Rip off the Band-Aid and communicate. In my experience, 8 out of 10 times, they’ll appreciate your honesty, and it helps them connect with you on a human level. And that’s what we’re after in the end—real connection.?

The Common Thread: Communication

I’m sure you’ve picked up on the theme here: our clients crave communication. As Woody Allen said, “80% of success is just showing up.” While I’m not a huge Woody Allen fan, I am a big fan of showing up. If it’s that simple, why not just show up, communicate, and let folks know how easy it is to work with you??

Thanks for reading, and feel free to call me if you need anything at all!

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