How to Build Trust with New Clients in Estate Management
That tricky second client.
When I got my second-ever EM job, I was thrilled, but quickly found myself facing an unexpected issue:
I had built such a close and trusting relationship with my first client, that the owner of my new estate felt like this complete stranger whose trust I somehow needed to gain in a matter of days. It felt like an impossible task to get to the same place with them as I had with my then only client.
Trust is the cornerstone of any successful relationship, and in estate management, it’s especially critical. New clients are entrusting you with not only their property but also their lifestyle, personal preferences, and expectations. Building trust early sets the tone for a long and productive partnership.
Here’s how to get past that tricky initial phase and establish trust from day one (spoiler: number 8 is really number one):
1. Start with Transparency
From your first meeting, be upfront about your process, experience—and limitations. Clients appreciate honesty, and it sets a foundation of integrity.
Outline your approach: Share your workflow, timelines, and how you plan to address their specific needs.
Set realistic expectations: Avoid overpromising and under delivering. Be clear about what you can deliver and when.
Be candid about challenges: If there are potential hurdles, or even differences in approach you can foresee, communicate them early with a plan for addressing them.
2. Demonstrate Competence
Actions speak louder than words. Show that you are the very best person for the job through small wins and efficient handling of initial tasks.
Be detail-oriented: Triple-check everything in your early interactions, from meeting schedules to notes on their preferences. Be obsessive early on, the pay-off is worth it.
Follow through: If you promise to provide information or complete a task, do it well and do it promptly.
Provide examples: Share past successes or case studies (while maintaining strict confidentiality, see number 5) to illustrate your experience.
3. Listen Actively
Building trust isn’t about talking a good game—it’s about listening.
Take notes: During meetings, bring a professional-looking notebook or laptop and take down key details to show they’re important to you (shorthand—stay more engaged in eye-contact and body language than jotting furiously).
Ask thoughtful questions: Show genuine curiosity about their goals, preferences, and concerns. Don’t rely on improvised questions; prepare your queries to cover.
Loop back to reinforce: Repeat key points to confirm your understanding and reassure them that you’re aligned.
4. Prioritize Communication
Consistent and clear communication reassures clients that you’re on top of things.
Provide regular updates: Share progress reports, even if everything is on track.
Be responsive: Answer emails and calls promptly (whether “prompt” is same-day or same-hour, be consistent) to show you value their time.
Use their preferred channels: Whether they prefer emails, phone calls, or face-to-face meetings, adapt to their communication style. And frequency! What is minimal acceptable cadence to one client may overwhelm another—and vice-versa.
5. Respect Privacy
For UHNW clients, privacy is paramount. Demonstrating your commitment to discretion builds confidence.
Use secure systems: Protect sensitive information with encrypted tools and clear protocols.
Maintain confidentiality: Never discuss client details with others, even in vague terms. And unless you want to completely undermine that confidence, avoid divulging information about other clients with your new one!
Be discreet: Avoid drawing attention to your role when in public or around their personal circle.
6. Go the Extra Mile
Small gestures can have a big impact, especially early on.
Personalize your service: Pay attention to their preferences, such as how they like their home arranged or their favorite brands.
Anticipate needs: Think ahead about what they might require, whether it’s arranging for seasonal maintenance or preparing for an upcoming event. If you can think of it before they do, you’ll gain a lot of ground.
Prevention better than cure: Similar to the above, if you can address potential issues before they become problems, and bring solutions before being asked, trust will skyrocket.
7. Be Consistent
While first impressions are vital, remember that trust is built over time through consistent actions and results.
Deliver quality work every time: Whether it’s a small task or a major project, ensure everything meets high standards.
Stay organized: Set up systems from day 1 to manage their estate effectively and ensure no detail is overlooked. Tools tailored to our industry work best.
Keep your word: Especially those first words. Reliability is one of the most important traits clients look for in an estate manager.
8. Build Personal Rapport
Last but certainly not least, the EM secret sauce: building real relationships.
While professionalism is key, showing a genuine interest in the client as a person is where you’re going to deepen trust to the level you need for this to work.
Remember important details: From birthdays to favorite hobbies, nailing personal preferences shows your client matters to you.
Engage appropriately: Be friendly and approachable without overstepping professional boundaries. Every client is different, use that emotional intelligence. Read the room!
Show empathy: You can’t fake this. Be real. Understand their stressors and adapt your approach to help alleviate them. Put simply: care.
From perfect strangers to perfect partners
Building trust with new clients takes time, effort, empathy as well as a commitment to excellence. By focusing on transparency, competence, and personalized service, you can create a strong foundation that leads to a long-term, mutually beneficial relationship.
Remember, trust is earned through consistent actions. Show them you’re reliable, attentive, and fully invested in their success, and you’ll become an indispensable part of their team.
Then let your empathy and real concern for their long-term well-being cement the long-term relationship.