Recommended article: How to give investment buyers the best service
Many investment buyers rely on their agents for much more than help choosing the right property. Providing the best service is a layered process.
Best practices for working with investors and standardizing brokerage services
Cultivate trust through open communication
"Sometimes, I only see my clients in person one time through the entire process," says Shane Morgan, a real estate broker with Inhabit Portland. This means communication is an essential component to his business. "It's really important that I establish trust in the initial meeting. My clients need to know that I'm capable of taking care of things if they can't be present."
Investment clients often juggle many responsibilities, so communication has to be on their terms. "It's my job to follow the pace they set and meet them where they're at, as far as communication is concerned." This means Morgan might be texting updates to one client and emailing or calling another client. The key is to make sure agents tailor their communication style to the needs of the client.
Make sure agents understand goals upfront
The initial conversation is the time to ensure proper understanding of what the client intends for his or her investment property. Not every investor is looking for the same thing. Some plan to buy single-family homes, multifamily buildings, or individual condos, for instance. Sometimes, they want a property for long-term investment while others want to flip the property quickly. "Understanding my clients' goals up front means I will be able to narrow down where to search and what type of property to show them," Morgan says.
This decreases the margin of error and saves time. Providing agents with a checklist to use during their initial meeting with investors would be helpful.
Having a grasp of the client's financial goals associated with their purchase is also important, which means an agent needs to have an intricate understanding of the value of properties in his or her market, as well as the cost of renovations and repairs. "In my market, a client usually needs to have the capital – cash or 40 percent down – for the transaction to make sense financially," Morgan says. Having this knowledge shows investment buyers that their agent understands the financial side of the transaction, and it helps to cultivate trust.
Be knowledgeable about your area's micro markets
An investment buyer might be interested in turning a property into an Airbnb rental. To serve this buyers, agents should know which areas cater to different types of rentals to help investment buyers choose the right property. An agent should also have a working knowledge of the local school district, a property's proximity to major employers, and the style of home vacationers seek out if applicable.
Have a team of experts at your disposal
Many investment buyers will purchase a discounted property in need of repair. Some might even opt for a teardown. The more experts an agent has in his or her arsenal, the better.
"The goal is for me to be the single point of contact for my clients," says Morgan. "If I'm not the expert the client needs, I have to know who that expert is and how to get in contact with them quickly."
To do this, Morgan as built rapport with contractors, painters, inspectors and property managers in his market. This way, if a client needs some repairs done to the property's plumbing, for example, Morgan can easily refer his client to a local plumber. The goal is to limit the amount of work a client must do.
Unlike a buyer seeking a dream home, an investor is more interested in the return on investment than in making an emotional connection with a property. To accommodate an investment buyer, an agent should adjust his or her mindset and have a keen understanding of the business of investing. This, says Morgan, is fundamental to providing great service.
"In the end, it's my job to be my clients' boots on the ground and be their sound adviser when it comes to finding the right property for the right return," he says.