Excerpt – Part One: The Eight Essential Virtues
CLARITY
Determining What Matters Most
“I need a three-bedroom family home for my two sons,” Omar says, interrupting my lust-filled daydream. His voice is soft and sultry with a bit of an accent.
“Well, two children make only two bedrooms,” I say, making a joke, “but then I was never good in math.”
Omar doesn’t smile. “Well, one for me too, of course, and a two-bathroom is a must.”
I hastily write this down. “What else?” I ask, trying to hide my excitement at being face face-to-face with my first real estate client. Omar puts his coffee cup down slowly. “A good school district.”
I want him to think I have been doing this my whole life. “All the schools in Laguna are pretty good. Anything else?” I ask.
“I can’t think of anything.”
Boy, if it’s this easy, I’m going to love this job! “So it seems a nice family house is what you’re looking for?” I ask, just to make sure.
“Yep. That’s it. By the way, did Paul Newell tell you I’m a trial lawyer and don’t have a lot of free time going around looking?” Omar stands up ready to bolt out the door. “I want to find a house as soon as possible.”
“That’s fine,” I say. “I can preview all the houses which meet your criteria before we look.”
A brief handshake and he’s gone. I probably forgot to ask half the questions I was supposed to ask, but I am flying-the- sky thrilled with how well it all went. I fantasize about being taken away on a white horse. To expand on the fantasy, I remind myself that my boyfriend Ted is nothing more than a poorly paid professor who’s difficult to live with. And I am definitely not in love with him. What could be more serendipitous than an encounter with such a divinely handsome man – and divorced too! When I pay for my groceries that evening, I face the grimmer facts of life. Nothing like a quick glance at my bank balance for a reality check. It is going to be a strict diet of peanut butter and jelly sandwiches for lunch until I sell something. I cannot afford to screw up this referral. Forget romance. There is only one thing on my mind now – survival. I will sell Omar a house even if romance doesn’t come with the deal.
I preview several different neighborhoods and architectural styles – Spanish, Ranch, Craftsman, Bungalow – all suitable for families. The most popular family neighborhood is located on the top ridge of the Laguna Hills and appropriately called Top of the World. These ranch homes were built in the sixties with large yards, two car garages and good square footage. Some even have ocean views. Another possibility for Omar is the more expensive, but smaller, remodeled beach community in the center of town. These are still my most favorites – charming, well-kept homes with lovely manicured front lawns within walking distance of schools and shopping. Then there’s Bluebird Canyon which is a mixture of older homes with some newer avant-garde contemporary architecture though I’m a bit nervous to show these. Bette told me the area is known for landslides during heavy rains so I cross that neighborhood off my list.
Then there are those few precious homes located right on the beach on the other side of Pacific Coast Highway. The zoning laws are much stronger now, but forty, fifty years ago these paradise homes were built within steps of the ocean. Equally prestigious are the newer gated communities of Emerald Bay, Irvine Cove and Three Arch Bay also on the ocean side of the Highway. But way out of his price range. Too bad, I’d love to show these, but I need to keep within Omar’s financial qualifications. I’ve heard through the office that buyers get really frustrated if you show them something outside their price range. I also preview South Laguna, the adjoining township, but these homes have “Mickey Mouse” floor plans, that is, they have been added onto numerous times without any thought or reason. These fixer-uppers, as agents call them, are too funky for Omar and his family. I also tell Omar about Laguna Niguel, a new suburban development further south, but he decides it is too far from his practice in Irvine.
His reaction to all the houses I show him is one of polite disdain. Since he is so quiet, I’m afraid to pry. I simply deal with his lack of interest by continuing to show him whatever new family home comes on the market. Weeks pass and the find a house as soon as possible turns into weeks, then a month, then a couple of months. No sale in sight. I am slipping into negativity and half-believing the words I have overheard from my cynical office mates: Buyers are Liars and Sellers are Storytellers.
When I mention this to Sue Bates, one of the more successful agents in the office, she says, “Most clients don’t know what it is they want. As their agent you have to continually ask questions and get their feedback.”
“Well, we had a counseling session before I started showing property,” I say, confident that I had followed the correct protocol. “I asked Omar all the questions they covered there.”
“But circumstances constantly change. Did you ask Omar his opinion while you were showing the properties – like, ‘What do you think of the kitchen?’ or ‘Do you like the neighborhood?’ Even a general question like ‘How do you think today’s house tour went?’ can give you valuable information.”
“No,” I say. Now I am beginning to doubt myself.
“Well, how did Omar react when you showed him houses? You know, his body language, facial expressions? Non-verbal clues are just as important as what clients say – sometimes more important, because they’re more truthful.”
Sue picks up the telephone to return one of the many stacked messages on her desk when I say, “Ah, so buyers do lie?”
She stops what she is doing and puts the phone down. “Not on purpose. Most people have no idea what it is they want. They have a hard time deciding what to order from a menu, so how can you expect them to make a decision when it comes to buying a house? That’s why they need professionals, like us, to help guide them. You say your client is divorced? Perhaps Omar wants to be perceived as a Family Man, but underneath he may really be a Bachelor Babe. If that is the case, you could be showing him the wrong type of house.”
RULE #2-1: CLARIFY YOUR CLIENT WANTS. Listen carefully to what your clients tell you. But do not stop there. During the sales process ask lots of questions. Observe reactions when you are showing property, counseling and answering client’s objections. Remember, circumstances are always changing, so the questioning by the agent should never stop.
