Are You Listening?

Have you ever considered it might be time to stop talking? That probably sounds like a strange thing for a real estate trainer to say.

After all, we're in a profession built on communication. We present, negotiate, prospect, follow up, market properties and guide people through major life decisions.

Talking is part of the job. But one thing I've noticed after almost every major conference, training event or industry workshop is this: Agents often leave looking for the next big strategy when sometimes the biggest breakthrough comes from improving the basics.

And one basic skill I think many agents still need to keep working on is listening. Or more specifically...Talking less.

We talk too much

Sometimes we have a tendency to talk too much. I'm guilty of this myself, and it was especially the case when I first started in real estate.

If I'm being completely honest, I still catch myself doing it today, particularly when I'm delivering training sessions or presentations.

Talking too much is an easy trap to fall into when you're passionate about what you do.

You want to help. You want to explain. You want people to understand your point of view. You want to make sure you don't miss anything.

Before long, you're filling every silence with words. The problem is that while you're talking, you're not learning. And in real estate, the person with the best information usually has the greatest advantage.

Information lives on the other side of questions

Recently I sat through a presentation from a third-party technology company.

The presenter just kept talking…slides, features, benefits, statistics, more talking. Not once did they stop to ask a question. Not once did they check whether the audience was engaged. Not once did they pause to understand what people actually needed.

Eventually I had to stop them. Not because their product was bad. But because they were so focused on presenting that they forgot to listen.

Agents do exactly the same thing. Particularly early in their careers.

We think we need to impress people with information, so we explain the market, the process, the marketing, the negotiation strategy, the auction process, everything.

Meanwhile the client is sitting there wondering: "Will this person actually listen to me?"

The power of the pause

One of the most underrated skills in real estate is becoming comfortable with silence.

Most agents ask a question and then jump in to answer it themselves three seconds later. The best agents don't. They ask, they pause, and they listen.

Because often the real conversation starts after the pause. That's when people tell you what's really worrying them. That's when they reveal their motivation. That's when the hesitation, uncertainty and emotion come out.

If we're too busy talking, we miss all of it.

Remember, you have two ears and one mouth for a reason. Use them in that proportion.

Better questions create better conversations

If you want stronger buyer and seller conversations, focus less on what you're going to say and more on what you're going to ask.

Try questions like:

• "Can I ask, what's your biggest concern right now?"

• "Have you recently bought or sold? How did you find the experience?"

• "What is your current understanding of the market?"

• "What would an ideal outcome look like for you?"

• "What's prompting the move?"

Then stop. Don't rush to fill the silence. Let them think. Let them speak. Listen for what's being said and what's not being said.

Trust is built through listening

For those of us who are naturally energetic, expressive and enthusiastic, this is something we need to keep working on.

Enthusiasm creates energy, but listening creates trust, and trust still wins.

The next time you're in a listing presentation, buyer meeting or open home, challenge yourself to speak a little less and listen a little more.

You might be surprised by what people tell you. Because sometimes the most powerful thing you can say is absolutely nothing at all.

About the Author

Manos Findikakis is the CEO of Agents’Agency, Australia’s first multi-brand real estate network, ‘the only fully integrated solution for you and your people to create an unforgettable experience.’

For all enquiries and more information on how the Agents’Agency can help you take your career to the next level, click here to get in touch.