Client Management
Speed to lead, managing expectations, holding the relationship, and what to do when a client tries to go around you.
Speed to lead. Under promise, over deliver. Push back when you need to — clients respect a broker who controls the deal more than one who agrees with everything. Above all: keep showing up.
Speed to lead
When a lead comes in, the first broker to respond with real information usually wins. "First" means minutes, not hours. Saved searches in Boat Wizard exist so you can be first on new listings and price reductions for your buyers, every single day.
Setting expectations
- Under promise, over deliver — always quote longer timelines than you expect.
- Tell the buyer the 30-day clock from day one. Then beat it.
- Walk the seller through the price-improvement plan before they need to hear it.
- Communicate weekly even when nothing changes.
Pushing back the right way
Sellers and buyers will both test you. Pushing back with data and a clear "here's why" earns respect; agreeing with everything loses the deal slowly. If the client is wrong about pricing, show comps. If they're wrong about the process, walk them through it.
Protecting the relationship
- Always have comps ready to send the second a buyer says "I don't love this one."
- Back up other brokers at shows so clients don't get poached when you're with someone else.
- Admit when you don't know — then introduce the teammate who does.
- Use Runner to log every interaction so the next conversation isn't starting from zero.
- Don't go dark for a week. Clients shop when you're silent.
- Don't oversell a boat you'd never put your name on.
- Don't share commission concessions without talking to Brett or Bobby first.
When a client tries to backdoor you
It happens. A two-year client showing up unannounced at a competitor's booth and buying direct from an owner has cost us a $6.3M commission. Protect against it with consistent contact, in-house collaboration so they're always around an HSY face, and clear procuring-cause documentation in Runner.
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