How to Focus on the Customer’s Unique Needs

We believe that success in real estate comes from putting the customer’s experience first. A people-first approach highlights the care and consideration you put into every agent-client relationship. Surveys of more than 3,500 home shoppers on Zillow show that they prize agents who prioritize them and their home-buying needs.

You can apply a customer-first mindset throughout the entire home-buying journey, starting with the first conversation. For example, when you engage with a new lead, try focusing on the person, not the property they contacted you about. If you’re focused on the home and it’s under contract or already sold, the conversation might end there. By focusing on building a relationship and understanding the customer’s wants and needs, you can move beyond a specific home — and guide them to other options they might love.

Whether they’re a first-time buyer or upgrading to a larger space, knowing each customer’s unique feelings and needs can help you give them a tailored experience.

First-time buyers

• Lack knowledge about the home-buying process and what it entails
• May not know how to identify and compare properties
• Often struggle with the final hurdle of getting into the new home

Tip: Help facilitate a smooth transition by providing information about what to expect at every step.

Buyer-sellers

• Experience a range of emotions while leaving their old space for a new home
• Upgraders feel excitement, anxiety and potential disappointment
• Downsizers may feel nostalgic and reminiscent

Tip: Generate excitement and celebration as they enter the next chapter of their lives.

Know your audience

An overwhelming majority of today's buyers search online when looking for a home, according to 2024 data from the Zillow Consumer Housing Trends Report. Clients do a lot of research and have a sense of ownership of the process, but the vast majority of them — 93% of sellers and 85% of buyers— lean on agents to help them find their home, according to report data.

To better understand buyers’ and sellers’ expectations, and the challenges and emotions they experience, check out Zillow's Consumer Housing Trends Report for Agents.