Makings of a good agent

MANY of the systems and methods employed in the marketing of residential property have changed out of all recognition, with the use of computers and the Internet revolutionising the industry considerably.

Nevertheless, the big factor that makes or breaks an estate agent is his people handling skills, and these remain as crucially important as ever, says Bill Rawson, the chairperson of the Rawson Property Group.

Explaining this to a group of trainees at the Rawson Property Group’s head office in Rondebosch last year, Rawson says estate agents have to be honest, friendly, knowledgeable on property matters, especially those relating to their area, tireless, persevering and always willing to learn.

However, he says, all these qualities have to be founded on a base of compassion and sensitivity.

“One simply cannot overemphasise that when people are buying or selling a home, they are likely to be in a stressed emotional state; they have to be understood, nurtured and comforted. The last thing they need is coercion or bullying and if the estate agent is inclined to these characteristics he or she will aggravate the client’s stress and will probably end up losing the sale.”

An agent with the right character traits will always work to keep those he is dealing with out of trouble, whether they are sellers or buyers, and one of the most important ways in which he can do this is by inspecting the home with great diligence so as to detect any flaws.

These then have to be brought to both the buyer’s and seller’s attention by the agent.

“If there is one behaviour trait that we deplore, is allowing the seller to hide a fault and to refrain from drawing it to the buyer’s attention. In a recent case, an estate agent had sold a home in which some of the windows were dysfunctional, but possibly as a result of ignorance, had never mentioned this to the buyer.

“When later the buyer raised the matter with the estate agent, she was told that there was nothing they could do and she should have inspected the house more thoroughly,” he says.