At the moment, the mini housing boom as a result of pent up demand caused by the coronavirus pandemic and the subsequent Stamp Duty Land Tax (SDLT) holiday announced by the Government back in the summer, has meant that conveyancers have been well and truly rushed off their feet.
Whilst client frustrations mount, as delays and back logs are becoming more prevalent due to the sheer volume of searches, enquiries and new instructions coming in, managing client expectations when there seemingly isn’t enough time in the day, is becoming more and more vital.
The ways and means in which you manage client expectations will be a useful tool in your arsenal. Melanie Carroll, Partner and Head of Real Estates at Bolt Burdon, who has over 20 year’s experience in the sector explained to Tom Lyes at Today’s Conveyancer how her team at Bolt Burdon manage client expectations and shares some advice with others in the sector.
“If you don’t ask, you don’t get”
Is it better to be proactive and manage client expectations? Or is it better to wait and see and react to how your client reacts.
Bolt Burdon communicate with clients on a weekly basis, even if there is no update to give. This alleviates the frustration build up and manages client expectations, by ensuring they know you’re doing all you can to progress their transaction.
“Regular communication is key, and using communication that client’s like is important, whether that be email or a phone call or another communication channel.”
Contacting clients to say “there is no update” can be a tough conversation, especially as people want to book moving vans, pack etc. What tips would you give to people having these tough conversations?
Melanie’s advice for Junior members of the team
- Speak to line manager
- Role play and practice what you are going to say – it’s the adage “If you fail to prepare, you prepare to fail.”
- Don’t hide behind a computer, build a rapport with your clients. Know when is best to contact them and pick up the phone or video call them
