By Jim Klonaris, eXp Realty, Knoxville, Tennessee
Recently a couple in their twenties contacted me about showing them a home in the $1.6 million range. I wanted to understand what they were looking for and how I could help.
A part of me thought, this could be a total waste of my time. The fact was, these young adults were younger than my own children, but that gave me no reason to question their goals. They had reached out for professional guidance, and I took their request seriously.
Staying open-minded and focused on serving the customer regardless of optics has proven a strong character trait.
What began as a home search eventually grew into a relationship and I would even say friendship at this point. It has included a home purchase, a corporate headquarters lease, and a corporate office design project.
Along the way, they shared something with me that has stayed on my mind: other agents had declined to show them homes because of their age and appearance.
They appreciated that I had listened and given them my time. To me, that should have been something they could expect from any of us.
Take the time to listen
In real estate, we spend a great deal of time evaluating things, like property conditions, pricing, location, and whether a home meets a buyer’s needs. We also need to understand a client’s readiness and the practical steps required to move forward.
That work starts with a conversation.
When this couple and I began looking at homes in Oak Ridge, Tennessee, I asked about their priorities, answered their questions, and helped them understand the process. As we spent time together, I learned more about their plans and what mattered to them.
Their age and appearance could never have told me those things. Listening did.
People come to us with different levels of experience. Some have purchased several properties. Others are navigating the process for the first time. Everyone should feel comfortable asking questions and be confident that their agent is paying attention.
Experience has taught me to stay open-minded
Years of owning businesses, operating restaurants and venues, and working in real estate have introduced me to people from many different backgrounds.
One thing I’ve learned is how little a first impression can tell you about someone’s circumstances, accomplishments, or plans. You learn those things by getting to know them.
As my relationship with this couple developed, I learned that they were also building a business. They asked me to help secure a lease for their corporate headquarters. When they learned about my interior design background, they asked me to design their offices as well.
At our first meeting, I had no idea my experience would become useful to them in so many ways.
I’m grateful for the trust they placed in me. But the respect and attention I gave them belonged there from the beginning, regardless of how much business we would eventually do together.
Help people feel comfortable with the process
Buying a home is a significant decision, even for someone who is financially prepared. There are contracts to understand, inspections to work through, deadlines to meet, and questions that may feel difficult to ask.
I want my clients to know they can call me with those questions.
Sometimes my role is to explain a detail or help solve a problem. Other times, it is to slow the conversation down so everyone understands the decision in front of them.
I also believe in being honest. If I see a concern, I’ll explain it. If I think something deserves a closer look, I’ll say so. Clients are trusting me to bring my experience and judgment to the table, while respecting that the final decision is theirs.
That level of involvement should be consistent, whatever someone’s age, background, appearance, or price range.
Your reputation is built in everyday moments
Clients remember how you made them feel throughout the process. They remember whether you returned their calls, welcomed their questions, and stayed involved when something became difficult.
Those moments are where trust develops.
This couple reminded me how much it matters to give people the time and attention they deserve. They had a vision for their home and their business, and I had the opportunity to help them move both forward.
I’m glad they called. I’m even more grateful that they felt comfortable continuing to work with me.
My responsibility began with that first conversation: listen carefully, treat them with respect, and do the work they trusted me to do.
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