It Costs Five Times More To Get A New Client Than Keep An Old One.


Via Gabrielle (Kamahele) Rhind, Associate Broker (Tierra Antigua Realty, Tucson AZ Real Estate):

Someone once said that and it was something I remembered yesterday as I spoke to an agent about their Seller’s home.  As we talked she said, “The Seller is crazy and difficult – and I don’t like his wife – the sooner they are gone as clients – the better.”

That left me with a really yucky feeling. (Kinda like when my old car doesn’t start and I feel like trading it in for a new one – then I feel bad since it’s been with me forever!) I’ve had difficult Sellers, or Sellers that maybe I didn’t like much or Sellers that I knew were going to give me a run for my experience every day!  But still …

Anyway,  I think it’s safe to say – we all know how important it is to be respectful and loyal to our clients – it’s the only way they will be loyal to us. And it’s a lot easier to keep clients happy than it is to find new ones.

So when this  agent, who will probably get upset when her clients find a different agent, comes crying about it – I will likely say:

  • Don’t expect loyalty if you aren’t going to give it.
  • My most difficult clients turn out to be my best referral source – often saying, “You put up with me – you deserve it!”
  • Difficult people tend to feel that they just aren’t really being listened to – so really listen to your client and give a darn about what’s going on with them.
  • Clients do sometimes test their real estate agent – if you aren’t there with them during the easy and hard times – they will know – so change with them as their needs and situations change.
  • Respect and pay attention to everyone involved – not just the person perceived as the decision-maker. The Seller’s wife’s may not be a “signing party” to the transaction – but I guarantee you she’s a decision maker – and so is a father in law, a best friend, etc.
  • Don’t talk bad about your clients behind their back.  Enough said.

Enjoy your Tuesday and be kind to your clients!  (Photo from free Microsoft Clip Art)

Buying or selling Tucson real estate, Mt Lemmon, Tucson bank-owned homes, Tucson rental homes, or Tucson lease option homes? Visit  



This blog is written with my opinions and my opinions are presented with accuracy but not guarantees. Please talk to a professional before making any real estate, financial or agency decisions.    Gabrielle (Kamahele) Rhind – 2009. If you want to reprint parts of this – just email me for my permission:

About susanmorrison

After living in Walpole, MA for many years, our family was transferred to the west coast when I was a senior in high school. In 1983, I graduated from Mission San Jose High School in Fremont, California. I am also a 1987 graduate of Providence College with a major in liberal arts and a minor in business administration. I bring to the table many years of sales experience beginning with thirteen years in Corporate Sales at Delta Air Lines. I'm the mother of three children and I'm very active within the Franklin, MA community. I am also a cancer survivor and support the American Cancer Society Charities.

My husband and I have built five homes and I've lived in a variety of other locations including Toronto Canada, Irving Texas and my current home in Franklin, MA. As a result of all my moving around, I came to the conclusion that I was an expert at moving...why not become an expert on the other side of the table? I earned my real estate license in 2004 and believe that I have found my true niche'. I can empathize with my clients on a variety of levels; whether they are buying or selling. And, like so many other good realtors out there, I believe that possessing good communication skills is one of the many keys to success.

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