Who or What is a Client? Copy

A client may be defined as: ‘a person who uses the services of a professional person or organisation’.

A client in the Real Estate industry is generally considered to be the person or party who engages or employs the agent to provide a service under an agency agreement and who pays the agent’s fees.

In industry terms, a client could be:

• A vendor who engages the agent to sell
• An owner who engages the agent to lease or manage
• A buyer who engages the services of a buyer’s agent
• An owner’s corporation or community group who engages the agent to manage their affairs

 

There is another, larger group of people that operatives will come in contact with in real estate. Whilst this group does not directly pay for the service, without them the agent would not earn any fees or attract future business.

Therefore, this group, which are often referred to as customers, can include:

• Prospective vendors or owners
• Buyers or prospective buyers
• Existing or prospective tenants
• Any other person seeking the advice of the agent

 

Whilst agents may be employed by the first group they also have legal and business obligations to be fair and ethical with anyone that they have dealings with. A professional industry such as real estate should consider anyone who comes to them as either a client, or a potential client.

In the process of completing this unit, course participants should consider ANYONE with whom contact is made to be a client. That should include tradesmen or contractors who perform work for the agency, other office staff or departments that work with or for the same organisation (they are often referred to as your internal clients), and other agents acting for vendors and buyers with whom contact is established.

This is a ‘people’ business and service to all is the key to a successful future. Great emphasis must be placed on the provision of quality client service.

If a quality service is not provided, if empathy is not shown to client situations and if a genuine interest in the client’s needs is not demonstrated, there is plenty of opportunity for them to go elsewhere.

It is well to consider and remember the words of James Strong, former CEO of Qantas, who said:

 

We must realise that the only experience which matters to a customer is their own and that is what forms their  impression of you and your organisation.

 

Think about this…

This is a competitive industry. Clients expect quality service. If they do not get it from one organisation, they will take their business elsewhere.