You need to understand what the customer goes through with every transaction. In my Coaching Tip today I'll clarify those happy, anxious, sad moments so you know the jobs you need to do, and how to engineer the experience you want your customer to have.

I'll step you through the emotions the customer feels from the moment they decide to buy a house right through to hearing that their offer has been accepted. Getting clarity here will help you manage the emotions of the customer through the way you work with them.

Rather than training dialogues and tactics, I want to train you to shape experiences. Anticipating what the customer will go through and will need from you, at each stage of the transaction and on auction day, will make you seriously good at working with people.

In this industry, it's the innovators who provide the best experiences and fulfill customer expectations. Meet those challenging happy, anxious, sad moments and solve customer problems in new and better ways, and that will become your number one marketing engine.