Clients don’t care how much you KNOW until they know how much you CARE.

In today’s marketplace the relationship does not end at the sale, it continues much after the sale. The clients decision to rent an apartment is a long term decision. It means you should be thinking about a long term relationship as well. Today clients give more importance to the relationship than ever before. As far as the customer is concerned, the relationship comes first.

The key to building a relationship is asking questions. The rule is simple: LISTEN. Listen attentively, do not answer the phone or look away while paying attention to your clients. Always pause for 2-3 seconds before answering. Question client for clarification. “How do you mean?” “What are your thoughts on this?” “Did I miss anything important?”

Further more, asking questions allows you to control the conversation. Establishing rapport makes you their “low risk” person with whom they want to do business. When the meet you, you have very little credibility or trust with them. Focus on building trust and credibility first.