Chris Voss the CEO of the Black Swan Group has put out three tips for negotiating better deals in real estate. Want to capitalize on the prospective deals you have in the works, learn how to apply these tips from a professional today.
Tip No. 1: Use the Late-Night FM DJ Voice
“You will find the Late-Night FM DJ Voice (the primary voice of hostage negotiators) enormously helpful no matter whom you are dealing with,” states Voss.
“It’s a calming and soothing, downward inflecting voice. You don’t have to be a man with a deep voice to do it. Anyone can have a calming, soothing, downward-inflecting voice,” writes Voss.
Agents are well versed in having difficult conversations. When buyers are in the process of purchasing their largest asset, it can be an anxious situation.
“This voice triggers the mirror neurons in a person’s brain. It’s actually a neurological response that works almost like hypnosis. It triggers a chemical reaction in their brain that truly slows and calms it,” writes Voss.
Keep a smile on your face, and the thought in your mind that you really like who you are working with, to help put you in the right frame of mind when communicating with your seller.
Tip No. 2: Predictability = Trust
“Be honest and upfront with your clients. Tell them that it’s a journey and that there will be speed bumps along the way. Many agents want to act like it’s going to be all champagne and celebration. But you know it won’t be—until the end—and that’s if you get there,” states Voss.
Only 20% of customers go on to refer their agents. Make sure you are above board with everything in the transactions. Remember under promise, over deliver to leave the client feeling well taken care of.
Here’s a three-point actionable plan for being more predictable according to Voss:
1. Never let them wonder when they are going to hear from you. Schedule weekly calls.
2. If you have no news, deliver that exactly. “Just calling to say there’s nothing new. Here’s the data we have since our last call.” Short, sweet, and to the point. Your clients will be appreciative, and it’s not a big-time commitment for you, either.
3. Don’t open with How are you?—ever. Especially if you have bad news. Open with I’m calling to update you. If after the update you really want to know how they are and you are good with having each of these calls take up plenty of time, go for it. Remember, three calls per week adds up, and you don’t want to be seen as a time drain on their life.
If you have bad news, here’s how to deliver it. Call as soon as you reasonably can—before the next scheduled call, even. I’ve got bad news. Pause for exactly one half-second (about one heartbeat) before delivering it.
Tip No. 3: Labels Instead of Questions
Voss says labels are verbal observations:
· You seem uncomfortable
· You sound concerned
· You look like something is on your mind
· It seems you’ve seen some of these things you’re thinking about
· It sounds like you’ve made a decision
· It looks like you’re comfortable here
· It feels like it’s time to move on
Voss adds real rapport is established when you call out the negatives (the elephants in the room) calmly. It’s how you look fearless, steady, and trustworthy.
That’s what being in the trust business is all about.
What are some ways you’ve found to help you build trust and rapport with clients?
