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What to Do When Your Client Forgets You

By August 10, 2021August 16th, 2021No Comments

What to do when a client forgets they’ve hired you.

We had a coaching client recently who called and told us a story of meeting with a client about selling their home. They had a good meeting, signed the listing paperwork, and then the agent went back to put the sign in the yard and the lockbox on the door. However, when they arrived, the person didn’t recognize them and didn’t remember signing the listing paperwork. That’s a little disconcerting, to say the least. What do you do in a situation like that?

It’s not my job or yours to determine competency. However, I have some tips that will help if a situation like this occurs with one of your clients:

1. Get support. The most important thing you can do is to get backup. You might call your broker and see if they can meet. I would also encourage you to engage the client’s network as well. Ask if they have a neighbor, friend, or family member who can join you for a meeting.

2. Document everything. If there is some indication about concerns from the first visit, make notes of that. If someone comes back and says they don’t remember you, your notes could be useful – both for you and for others.

3. Make a referral. If the person doesn’t have support, you may have to reach out and make a referral to someone who can intervene on the client’s behalf. This is especially true if you feel they may be at risk of exploitation or abuse.

“The most important thing you can do is get back up.”

It’s important that you let your broker know about any situation like this right away. If you have any questions for us about helping mature homebuyers or sellers or about the senior real estate niche, don’t hesitate to reach out via phone or email.


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