Don’t Make the Seller Cry!
September 26th 2008 08:13 am By Web Development in India
Several years ago I sat listening in disbelief and horror as one of my students recounted her sister’s experience with hiring a home stager. Before the consultation was complete, the rudeness and arrogance of the stager had caused the client to dissolve in tears.
This story has inspired me to always be very aware of how I conduct myself and how I train other stagers to conduct themselves during staging consultations. Always treat the home seller with kindness and respect.
Handle those sticky situations such as smelly kitty litter odor with tact - don’t simply state that the house SMELLS!
You don’t want to put your client on the defensive, make them angry or make them feel like they are complete slobs.
There are a few simple ways of addressing issues that will keep everyone happy while still making your point!
An example of this is to always tell your client how critical it is to have a clean home - make sure they understand that this is something you talk to ALL your clients about- and do this immediately upon entering the home. Don’t move forward until you have stated this fact!
Don’t wait to remember how important a clean home is until you happen to see unbelievable grime ringing the tub! Stating that information at that time only makes the cleaning issue “personal.” Now your client feels accused, judged and found guilty!
Another issue I have is the stager that puts the seller on overload with their rapid litany of all the substandard things going on in that home - and in addition, adding the things the seller must do in order to get the home in a more saleable condition.
Reassure your client that you are going to submit a written report which will highlight all the things that need to be addressed. This also alleviated the fear that they are going to miss some valuable information during the consult and it will also save you considerable time!
Put your report in a bulleted format under separate headings and avoid any extra verbiage. If presented in such a format, the sellers can use this as their check-off list as individual tasks are accomplished. An abbreviated example follows:
Living Room
• Carpet needs stretching
• Replace broken blind
• Remove broken ceiling fan and replace with new
• Create better traffic flow (as discussed)
Billy’s Room
Using their child’s name in lieu of referencing it as “the little bedroom” adds that personal touch - you cared enough to remember their son’s - and honestly, how hard is that?
• Paint walls and woodwork
• You get the picture
Educate your client so they understand that the maintenance might be the hardest part of the staging process. Living in a staged home is NOT a natural lifestyle!
Assist them by providing a courtesy “Daily To Do List.”
By setting the alarm only 10 or 15 minutes earlier, each family member can contribute to tidying the home before leaving for work and school.
A top-notch stager is going to go the extra mile for his or her client and realtor-and this is what will bring you future staging opportunities.
So again, just remember, don’t make your client cry!
Victoria Palmer is the director and founder of National Redesign Institute which gives career training in Interior Redesign, Home Staging and Interior Decorating. Most recently she has launched the more cost-effective long distant programs for her student’s pocketbooks and convenience.
Victoria also strives to offer members of the National Redesign Institute ongoing opportunities to grow their businesses through related resources, newsletters, conferences and professional listings. Victoria is also the owner of Urbane-Interiors, a full service design firm servicing the greater Kansas City metropolitan area. She has recently been invited by the Kansas City Home Builder’s Association to speak at the annual Fall Home Show, Bartle Hall, KCMo.
Visit Victoria at http://nationalredesigninstitute.com or http://urbane-interiors.com
