Like most agents at the beginning of their careers, Liz and Jeff focused almost exclusively on buyers, most of whom they first met at open houses. These days, their business is much more balanced, but buyers still constitute the majority of their clients.

They’ve just about seen it all over the years, every type of problem a buyer could encounter with another agent, and this has taught them what it means to give a great client experience.

Education and communication – that’s what sets buyers up for success. If buyers aren’t given the full picture up front, they’ll likely hold the agent responsible for everything from a declined offer to a problem during the transaction. The buyer consultation is critical; it’s the first time for Liz and Jeff’s team to impress the client with both their knowledge and their ability to communicate.

That’s why for Liz and Jeff, education and communication are the greatest priority.

• Liz and Jeff’s buyer consultation typically lasts for around 30 to 45 minutes. During that time, they ensure that buyers understand their path going forward. Time spent up front eliminates potential delays and bottlenecks that might otherwise arise during the transaction. It also gives buyers confidence and a sense of control, and it demonstrates the sort of value Liz and Jeff provide.

• 30% of consultations are conducted face-to-face, with the rest being virtual. Liz and Jeff conduct consultations for their agents, who are responsible for booking the appointment and sit in on the meeting.

• Using a slide deck increases visual engagement and reinforces important points.

• If a buyer is not already committed to a lender, Liz and Jeff help them connect with one. Since finding a lender is usually the first major step a buyer must take, initial support from Liz and Jeff confirms to the client that they’ll be guided every step of the way going forward.
• It also helps Liz and Jeff open communication channels and establish expectations with the lender at the outset.
• Liz and Jeff also help the buyer narrow in on a feasible payment range.

• At this point, Liz and Jeff gauge the buyer’s tolerance for risk and discuss the importance of removing conditions promptly. Discussion early on means they don’t have to slow down to educate them later when time is of the essence.
• They also share negotiation strategies such as bully offers.

• Buyers should understand the elements of a purchase contract, including boilerplate verbiage. Liz and Jeff explain complex terminology – lender and mortgage speak, for example.

• With reference to the MLS, they explain why various properties sold at specific prices.

• Without an established relationship with the listing agent, it’s less likely that an offer will get the attention it would otherwise deserve. The key is to work alongside the listing agent, not against them.
• Connecting initially by phone helps build a relationship and rapport, and it allows the buyer’s offer to be presented in the best possible light. By speaking with the listing agent, they can also inquire about any concerns or preferences the sellers may have.