ALONG THE TOWPATH

Clare Yates · Founder, CY Training

Service, Empathy and the Art of Listening

Estate Agency Sales and Negotiation Personal Development Customer service Demonstrating value

Summary

Clare Yates on customer service as the one thing people will pay more for, the emotional reality of moving home, why agents tell rather than listen, and building better relationships with lawyers.

Ross's Reflection

Clare put words to the thing I built Worth Every Penny around. People will pay more to be one of the few. That is not a service platitude, it is pricing psychology. Set the expectation, honour it personally, and the fee conversation softens before it starts.

Ross D'Aniello, host

Key Quotes

Agents put we exceed expectations on their website, when they never set them in the first place.

Clare Yates · 07:33

Ross: You cannot exceed an expectation you never set. Say it out loud, then beat it.

We're not just dealing with clients. We're dealing with human beings whose homes you are selling.

Clare Yates · 08:22

Ross: Every instruction is somebody's next chapter. Sell the home, honour the human.

People will pay more to be one of the few rather than one of the many.

Clare Yates · 02:29

Ross: This is Worth Every Penny in a single sentence. Scarcity of attention is the product.

Reels From This Episode

Why price reductions belong in the home

Clare Yates

You can't exceed an expectation you never set

Clare Yates

One of the few, not one of the many

Clare Yates

Transcript

02:29Clare

People will pay more to be one of the few rather than one of the many.

07:33Clare

We don't listen. We tell people what they're going to get. And agents keep putting we exceed expectations on their website, when they never set them in the first place.

08:22Clare

We're not just dealing with clients. We're dealing with human beings whose homes you are selling.

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