Don't Make Your Home Staging Clients Cry...
Several years ago I sat listening in disbelief and horror as one of my
students recounted her sister’s experience with hiring a home stager.
Before the consultation was complete, the rudeness and arrogance of the
stager had caused the client to dissolve in tears.
This story has inspired me to always be very aware of how I conduct
myself and how I train other stagers to conduct themselves during
staging consultations. Always treat the home seller with kindness and
respect.
Handle those sticky situations such as smelly kitty litter odor with
tact – don’t simply state that the house SMELLS!
You don’t want to put your client on the defensive, make them angry or
make them feel like they are complete slobs.
There are a few simple ways of addressing issues that will keep everyone
happy while still making your point!
An example of this is to always tell your client how critical it is to
have a clean home – make sure they understand that this is something you
talk to ALL your clients about– and do this immediately upon entering
the home. Don’t move forward until you have stated this fact!
Don’t wait to remember how important a clean home is until you happen to
see unbelievable grime ringing the tub! Stating that information at that
time only makes the cleaning issue “personal.” Now your client feels
accused, judged and found guilty!
Another issue I have is the stager that puts the seller on overload with
their rapid litany of all the substandard things going on in that home –
and in addition, adding the things the seller must do in order to get
the home in a more saleable condition.
Reassure your client that you are going to submit a written report which
will highlight all the things that need to be addressed. This also
alleviated the fear that they are going to miss some valuable
information during the consult and it will also save you considerable
time!
Put your report in a bulleted format under separate headings and avoid
any extra verbiage. If presented in such a format, the sellers can use
this as their check-off list as individual tasks are accomplished. An
abbreviated example follows:
• Living Room
• Carpet needs stretching
• Replace broken blind
• Remove broken ceiling fan and replace with new
• Create better traffic flow (as discussed)
Billy’s Room
Using their child’s name in lieu of referencing it as “the little
bedroom” adds that personal touch – you cared enough to remember their
son’s – and honestly, how hard is that?
• Paint walls and woodwork
• You get the picture
Educate your client so they understand that the maintenance might be the
hardest part of the staging process. Living in a staged home is NOT a
natural lifestyle!
Assist them by providing a courtesy “Daily To Do List.”
By setting the alarm only 10 or 15 minutes earlier, each family member
can contribute to tidying the home before leaving for work and school.
A top-notch stager is going to go the extra mile for his or her client
and realtor-and this is what will bring you future staging
opportunities.
Written by Victoria Palmer - Smithville, MO
