What Makes a Good Customer

In real estate, the client-agent relationship can be delicate, and sometimes, the lines between what’s expected of both sides can blur. There are experiences that leave you reflecting on how things could have been handled better—not just on your side, but from the customer’s end as well. Here are a few stories from my own career that illustrate how important it is to handle expectations, maintain communication, and ensure both parties are clear about their goals.

I Ghosted a Customer – I Should Have Handled It Better

I was sent a referral by another agent for a retiree looking for a rental in Henderson. At first, everything seemed straightforward. The retiree had a friend join us on a video call while touring houses, which, in hindsight, should have been a red flag. This third-party presence started influencing the process more than I would have liked. The retiree wasn’t ready to move right away—she had about three months, but still wanted to look at houses, even though she wasn’t actively making a decision.

I showed over 10 houses, and while she found one she liked, she still wanted to hold off. I explained that properties in Las Vegas get leased quickly, and as time passed, the house she was interested in was gone. Naturally, she got frustrated. Here’s the kicker: instead of communicating her concerns with me, she started contacting listing agents directly. This was another red flag, signaling she was distancing herself from the process I was handling.

This situation taught me a valuable lesson: first impressions matter, and communication is key. I should have recognized the importance of setting clear expectations and boundaries from the start. I also learned that staying calm and assertive is critical. Real estate is stressful, but when you’re not loyal to the process, it only leads to more frustration. Loyal and ready clients are the best customers to work with.

I Got Ghosted by a Customer – I Should Have Done This First

In another instance, I was sent a referral by an agent for a couple of travel nurses looking for a rental in Inspirada. The nurse and her husband texted me saying they wanted to see three houses in person, and I was excited—there was no third party involved, and seeing houses in person is always better. I took the time to preview the homes and was ready to show them around. However, one of the properties was listed as “coming soon,” which meant the lockbox wouldn’t open, something I made sure to inform them about in advance. They understood, which was a relief.

The day I met them, I expected to meet both the wife and husband, but only the husband and their son showed up. I had dressed in the longest skirt and long sleeve buttoned up top, all black, intending to be respectful to the wife, but since she didn’t show, the husband thought I looked “stiff” and awkward. He wasn’t wrong. I’d overthought the situation, trying to impress them, instead of just staying relaxed.

Eventually, the clients ghosted me and eventually went back to the referral agent. I learned a couple of key things from this experience:

• Stay true to yourself. No matter who you are working with, it’s essential to stay authentic.
• Keep your brand image consistent. Being professional doesn’t mean you can’t be personable. I overcompensated in trying to impress them, but I should have simply stayed relaxed and let things flow naturally.

In the end, even though they weren’t interested in continuing with me, I learned not to put too much pressure on myself. I should have simply stuck to my usual approach without overthinking.

My Favorite Clients and Why They Make Real Estate Worth It

Every real estate professional has those clients who make their work truly rewarding. For me, it’s the no-nonsense, ready-to-move clients. These are the clients who walk into a property, know exactly what they want, and stay focused on getting it without wasting time. They are proactive, decisive, and serious about making a move. They don’t get distracted by unnecessary details or outside influences. It’s the type of professionalism and mutual respect that makes real estate feel like a true partnership.

In contrast, the challenges I’ve faced with other clients—like ghosting, mixed signals, or lack of follow-through—have only reinforced how important it is to attract clients who are ready, loyal, and serious Real estate can be stressful, but with the right clients, the job becomes much more rewarding.

The Takeaways: What Makes a Good Customer?

From ghosting clients to them ghosting me, there are several lessons I’ve learned in this journey:

• Clear communication is key. Don’t assume anything, and always make sure both you and your clients are on the same page.
• Stay true to yourself. Clients will appreciate authenticity and consistency more than anything else.
• Loyalty and readiness are invaluable. The best clients are the ones who are committed to the process and ready to move forward.

As a realtor, I’ve learned that not every client will be a perfect fit, but by staying professional, respectful, and focused, I can navigate any situation. Ultimately, the clients who are clear about their needs and ready to act are the ones who make real estate the most rewarding profession.