According to recent industry research, 96% of dissatisfied customers never complain directly to the company, but 91% will simply leave and never return. This striking statistic highlights something we’ve always believed at our core: truly supporting clients means going far beyond basic service. It requires genuine understanding, proactive communication, and a commitment to building lasting relationships.
Real estate transactions represent some of the most significant financial and emotional decisions in people’s lives. They deserve more than a transactional approach. They deserve true support.
Supporting clients effectively starts with understanding what they actually need – not just what they say they want. Often, first-time homebuyers come in thinking they need a specific type of property. What they really need is guidance through an unfamiliar process.
Listen carefully. Ask questions. Dig deeper.
When a client expresses concern about foundation cracks, they’re not just asking about concrete. They’re expressing fear about making a poor investment decision. Understanding these underlying concerns allows you to provide meaningful support that addresses both the practical and emotional aspects of their situation.
True client support requires a systematic approach. Here’s how to build your framework:
Every client has different communication preferences. Some want daily updates. Others prefer weekly check-ins. Take time during your initial consultation to establish:
Then document this information in your CRM for consistent reference. This small step makes clients feel truly heard from the beginning.
Many client anxieties stem from uncertainty about the process. Develop clear resources that explain common scenarios in simple language. These might include:
Having these resources ready shows clients you’ve anticipated their needs before they even arise.
The best client support combines technical expertise with emotional intelligence. You need both.
Technical knowledge gives you credibility. When you can confidently explain that hairline cracks under 1/8 inch are typically cosmetic issues while horizontal cracks might indicate structural problems, clients trust your expertise.
But emotional intelligence determines whether clients feel supported. Notice their body language during property tours. Are they excited but hesitant? Confident but uninformed? Adjust your approach accordingly.
As Peter often says in the AskPete series, “Don’t just inform – reassure.”
One powerful way to support clients is by providing value before they even request it. When showing properties, point out potential issues and benefits they might have missed:
“See this drainage slope? It’s directing water away from the foundation – that’s excellent for preventing basement moisture issues down the road.”
This proactive approach demonstrates you’re looking out for their interests beyond just making a sale.
Support doesn’t end at closing. Implement a structured follow-up system:
These touchpoints show long-term commitment to their satisfaction.
Not all clients need the same kind of support. Some key approaches:
First-time buyers often need more educational support. Break down complex concepts into simple terms. Create visual aids when possible. As noted in our research, common concerns for first-time buyers include understanding hidden costs and setting realistic budgets in today’s market.
Anticipate questions before they arise. Explain the pre-approval process thoroughly. Outline closing costs clearly. Walk them through insurance considerations specific to Quebec homes.
Experienced clients value efficiency and detailed analysis. They need less hand-holding but appreciate in-depth market insights. Provide:
Modern client support blends personal touch with technological efficiency. Use technology to enhance, not replace, human connection.
Implement virtual property tours for busy clients. Use collaborative document platforms for real-time offer preparation. Create automated but personalized check-in emails at key milestones.
Remember that technology should make support more personal, not less. Use automation to remind you when to make personal calls, not to replace them.
How do you know if your client support is working? Look beyond basic satisfaction surveys to meaningful metrics:
As Peter notes in his client communication philosophy, “The best measure of support isn’t what clients say about you during the transaction – it’s what they say years later.”
Peter Thompson Real Estate: Your Trusted Quebec Property Partner
At Peter Thompson Real Estate, we don’t just help you buy or sell properties – we guide you through life’s most significant decisions with expertise and care.
“We don’t just close deals. We open relationships that last.” – Peter Thompson
Schedule your no-obligation consultation today and discover the difference true support makes.
Peter graduated from Lasalle College in hospitality and spent 13 years managing the infamous Chateau du Lac, where he built a reputation for leadership and forming genuine, trusting relationships.
Peter’s real estate career is built on a foundation of honesty, trust, and tireless effort. He takes pride in going above and beyond to ensure his clients feel supported and confident throughout their journey. He regularly provides timeline market insights on his local service areas of Saint-Lazare, Hudson, Vaudreuil, and Rigaud, but has expanded to service clients across the Vaudreuil-Soulanges and West Island regions.
Outside of work, Peter’s world revolves around his wife and two young boys, who inspire him every day. A die-hard Montreal Canadiens fan, Peter never misses a chance to cheer on the Habs or crack a dad joke to keep everyone smiling.
This is #AskPete. If you have any real estate questions, feel free to send them and I will get you the answers. Or stay up to date on the latest tips for real estate buyers and sellers by clicking the YouTube button below:
