In the real estate industry, there are always more emails to answer, more fires to put out, market changes to deal with, and more demands competing for our attention. This industry is fast-moving and responsiveness is valued.
But over time, I’ve learned that in order to provide great service to my clients, it’s important to create an environment where I can be fully present, think clearly, and stay grounded.
These are the six things I prioritize each week to better serve my clients, my team, and those who trust me with the biggest decisions of their lives.
Prioritize time with family
This may sound unconventional in a culture that often glorifies the hustle, but prioritizing time with my husband and two children is one of the most important ways I stay grounded and present to my clients.
When I invest in my family, I am recharged. I listen to what is important to them and stay connected to the people and values that are most important to me.
For me, that looks like cooking dinner together, attending a softball game or dance recital, taking a family vacation, or even engaging in a heated family board game night. Those moments bring perspective.
There is a saying that the way you do one thing is the way you do all things. If you want to show up well in front of your clients, you need to practice showing up well at home.
I’ll keep my guard up and stay there
Attention is one of our most valuable resources and allows your clients to see that you are truly engaged.
I set boundaries in my personal life so I can be fully present, even when I’m sitting across from a client. I am not distracted by unfinished obligations or other places mentally.
Some of the best ideas and solutions come from moments when people feel supported and understood.
focus on what you can control
One of the reasons I love real estate is because it’s dynamic. The industry is constantly evolving and no two days are the same.
But that also means there are many things out of our control.
You can’t react emotionally to every change or chase every new distraction. You need to stay focused and pay attention to signs that you are about to go off track.
For me, it often comes down to systems and priorities. One simple example is how you organize your inbox. Client communications occur first, but less urgent messages can wait.
I used to aim for an inbox with zero unread emails. In the end, I realized that it wasn’t realistic or productive. Being effective isn’t about responding to everything immediately, it’s about knowing what needs your attention first.
Listen before proposing solutions
In business, it’s easy to rush to find an answer before fully understanding the problem.
Listening well means listening slowly enough to understand what is really important to the other person, rather than assuming you already know.
And what’s important to one client may be completely different than what’s important to the next client.
Real estate is very personal. Families, business owners, investors, and entrepreneurs all come to the table with different priorities, concerns, and goals.
Listening can also mean having multiple conversations. In some cases, it may be necessary to involve more people in the discussion. Sometimes that means asking a different question.
I learned that my role is not to provide all the answers. Clients know what is most important to them. My job is to help create a situation that makes the solution clearer.
I model the culture I want my team to embody.
Culture is formed by everyday actions.
The way we communicate, the way we respond under pressure, the way we treat people and the way we handle challenges sets the tone for everyone around us. How can we remain curious and compassionate when faced with real-life obstacles?
If I want my team to lead with integrity, accountability, empathy, and professionalism, I need to consistently demonstrate those things myself.
Small moments are just as important as big ones. We all learn and grow together every day.
Deliberately prioritize excellent service
Great customer service doesn’t happen by accident. It takes intention.
Most entrepreneurs and business leaders start their businesses because they care deeply about their families and teams. They are the people I have the privilege of working with every day.
I work alongside thoughtful and motivated people who build businesses, strengthen communities, and pursue meaningful goals. I do not take that responsibility lightly.
Serving our clients well means building the structure, focus, and consistency necessary to support them at a high level.
After all, great service begins with how we lead ourselves and how we live each day. If we do it well, those around us will benefit too.
In June, Inman takes a deep dive into the real estate team. What it takes to join a team, how to build a team worth joining, and yes, when to quit. For Teams Month, we invite some of the best team leaders in the country to bring you insights, frameworks, and hard-learned lessons that don’t typically make their way onto highlight reels.
Christina Balas is Vice President of Services and Operations for Better Homes and Gardens Real Estate. Connect with us on LinkedIn.
