Do Agents Really Understand Buyers and Sellers?

How well do you understand what buyers and agents go through before they meet you for the first time? Have you ever experienced contacting an agent as a consumer through Zillow or Realtor.com? If not, don't be so sure that you've got a handle on the full buyer and seller journey.

As an exercise in empathy building — and in honing your own customer service skills — real estate pros Byron Lazine and Nicole White recommend going through the Zillow and Realtor.com sales funnels yourself. Put yourself in the shoes of a buyer and contact an agent about a listing through those sites. Did anyone call you back at all, or were you inundated by texts or phone calls? How did you feel when (or if) contact was made?

But don't stop there! In this video, Lazine and White emphasize the importance of understanding the entire buyer and seller journeys from the viewpoint of the consumer. Watch the video above to learn:

• How to add value throughout the buying/selling process
• Why you should experience the moving process yourself to better empathize with clients
• Why tight margins are a top concern for real estate investors
• Why it's crucial to build relationships with tradespeople and service providers to provide immediate solutions to clients' needs
• And more!

Related Reading

• Why Agents Need to Think More About the Consumer Experience
• Simple Ways to Provide a VIP Client Experience (Even Virtually)
• 5 Tech Tricks for Better Real Estate Customer Service