As a Real Estate professional, one of the greatest characteristics you can develop is that of Empathy. Moving is one of the top stressors in life: from the challenges of starting over, leaving a career, the emotions of kids, the logistics. The following are not necessarily universal, but will certainly be part of what even the strongest of your clients--especially the spouse of the relocating employee--is experiencing:
Grief: Loss is an overwhelming emotion--no matter how exciting the opportunity or new place to which one is moving. This is especially true for the spouse that gave up a career, family, friends in order to follow his/her partner. Your client, and in particular the employee’s spouse/partner, has lost the connections essential to who they are: friends, responsibilities, familiar places--this sense of identity loss can be overwhelming. As an agent, you often serve as the first ‘friend’ --be the best one you can be until they find themselves again.
Resentment: The employee’s hard work has been acknowledged and they probably have a new sense of excitement and purpose. However, quite often the spouse/partner-and more often the kids-experience a feeling of powerlessness. They may believe some wrong has been done against them and blame the person responsible for making them leave all things familiar in order to pursue a new opportunity. The fear of the unknown can create a spoken or unspoken resentment--and resistance to the change. So take the time to get to know the entire family. Find out what they love about the place they lived. By doing so, you can help them find the familiar in the unfamiliar and hopefully create a sense of anticipation for the adventure that awaits.
Fear: Be aware that your relocation client’s personality may be altered from their typical mode of operation. Moving is terrifying--no matter how brave a person may appear on the outside. It conjures up all kinds of fears: What if I hate it here? What if my kids don’t make friends? What if I cant find a a place to belong? How will I spend my time? I have more than once overheard an agent express frustration toward a ‘demanding’ client. Be aware of the challenges, especially for the spouse of the employee. They need an extra degree of patience and service. Reach out to them early in the process and let them know you are their advocate. The home purchase may be secondary to the relocation employee as work will be their primary focus as they already have a job where they ‘belong.’ So the family members may need to be the primary focus--as an agent your job is to calm their fears and help them see the new city and community as ‘home.’
Isolation: Transitioning to a new state, a different culture, an unfamiliar city, can trigger a sense of loneliness that one cannot imagine until experienced personally. To ensure a successful relocation for your client, go above and beyond just the logistics of buying a home. Find out who the client is--their hobbies and passions--and connect them to others with shared interests so they know they are not alone. If they are from another country, help them find an international club. If they are seeking a job, ask to share their resume or connect them to local networking and employment resources. It takes time to make connections with people. Make yourself available as a point of connection to the community, neighborhood, schools, and recreation until they find themselves again.
Our job as Real Estate professionals is much more than helping clients buy or sell a house, it’s helping them find ‘home!’ My insight comes from having been the 'trailing spouse' supporting and following my husband's corporate career throughout the US as well as internationally. An agent can make or break a family's transition to a new city especially when moving from another state or country. Realtors who go above and beyond the home transaction and serve as their client's "first friend" will remain relevant in today's disrupted real estate economy where customer service is a key differentiator.
Lindy Chapman | Realty Professionals of TX | Southlake | www.lindychapman.com
