What? 68%

According to the National Association of Expert Advisors (NAEA), 68% of buyers are not satisfied with their real estate agent during the home buying or selling process, citing communication as the primary issue.

As a profession, real estate agents take pride in being expert communicators—yet this statistic suggests a major disconnect between what agents believe and what their clients experience. So, what’s going wrong? More importantly, how do we fix it?

Since 2002, I have worked in managing accounts, customers, and leading people. Over this time, I have received both solicited and unsolicited feedback from clients and employees alike. After thousands of conversations, I’ve noticed clear trends, which I have categorized into three key areas:

1️⃣ Results
2️⃣ Sense of Urgency
3️⃣ Proactive Communication

Let’s break these down and discuss how real estate professionals can bridge the communication gap and create a better experience for their clients.

1️⃣ Results: Setting Clear Expectations

At the end of the day, clients measure communication by whether or not they feel heard and understood—and that is directly tied to results.

✅ Common Mistake: Agents assume that updating a client with surface-level information is enough, without clearly explaining progress and next steps.

🔹 How to Fix It:

• Define success early – From the first interaction, set clear expectations on what communication looks like (how often, what format, and what level of detail).
• Provide transparent updates – Even if there’s no new progress, a simple “Here’s where we are, and what to expect next” can build trust.
• Demonstrate value – Remind clients of what you’ve accomplished on their behalf, reinforcing the expertise they hired you for.

🚀 Pro Tip: Use a structured approach like Offerin to provide instant updates on offers, negotiations, and transaction progress.

2️⃣ Sense of Urgency: Timing Matters

In real estate, delayed communication = lost trust. When clients feel like they have to chase their agent for updates, frustration builds.

✅ Common Mistake: Agents often wait until they have all the answers before responding, leaving clients in the dark.

🔹 How to Fix It:

• Acknowledge inquiries quickly – Even if you don’t have an answer yet, a quick response like, “I see your message, I’m working on it, and I’ll update you shortly” goes a long way.
• Set response time expectations – Let clients know when they can expect to hear from you, so they aren’t left wondering.
• Prioritize urgent matters – Recognize when a fast-moving deal requires a rapid response to avoid losing opportunities.

🚀 Pro Tip: Using automated alerts and structured workflows in Offerin ensures clients are never left waiting for critical updates.

3️⃣ Proactive Communication: Stay Ahead of Client Concerns

The most frustrating communication gaps occur when clients feel blindsided. Many issues could be avoided with proactive communication.

✅ Common Mistake: Agents react to problems after they arise, instead of anticipating concerns and addressing them in advance.

🔹 How to Fix It:

• Preempt common questions – Buyers and sellers have predictable concerns. Address them before they ask.
• Provide status updates before they ask – Whether it’s an offer status or next steps, updating before being asked builds confidence.
• Educate along the way – Clients often don’t know what to expect. Regularly providing insight into the process keeps them engaged.

🚀 Pro Tip: Using Offerin’s real-time notifications helps clients feel informed without needing to reach out constantly.

Final Thoughts: The Communication Advantage

Great communication isn’t just about talking more—it’s about ensuring clients feel informed, confident, and valued throughout the process. Agents who master results-driven communication, urgency, and proactivity will create a superior client experience, leading to more referrals and repeat business.

Are you ready to level up your communication and efficiency? Offerin can help.

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**It's worth noting that the National Association of REALTORS® (NAR) conducts regular surveys and publishes reports on buyer and seller satisfaction, which might offer more recent insights into communication issues between clients and real estate agents.