1. Conduct an in depth interview with them on your first meeting to uncover their core values as well as to identify their needs vs. their wants. Work on recognizing their values and meeting their needs, rather than their wants.
2. For first timers, and probably for all clients, break the process into a number of simple, straight-forward steps.
3. Give the clients a simple outline of what they can expect to happen in the transaction.
4. When you first meet with a client, let them know that whether they are listing or selling, the process "feels" invasive. For Sellers, having strangers walking through their homes at all hours of the day is invasive. For Buyers, delving into their credit history is also invasive.
5. Give clients filled out copies of all documents as early as possible. This can include such things as the purchase contract, loan documents, or escrow instructions as early as your first or second meeting with them.
6. Upon acceptance of an offer, let the clients know 95% of all transactions have problems severe enough that the principles think the transaction is not going to close. Even when the transactions have problems, however, 90% still close.
7. Give the clients a calendar upon acceptance. The calendar will list all the important steps in the transaction as well as the dates upon which the contingencies expire.
8. Communicate with your clients at least three-four times per week by voice mail or email. (In fact, it's much more efficient to use email whenever possible).
9. For out of state buyers, outline the title and closing process in your state. This varies dramatically from state to state, especially in escrow states vs. those that use attorneys or title representatives to close the transaction.
10. Be a conduit of information. Look at each question from your client as a means to increasing customer satisfaction as well as creating a resource for future business.

If you have a "really hot" prospect, send them home with a quart of ice cream so they won't look at any other open houses.

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