Working with neurodivergent clients

Neurodivergent clients may not process information in the way you’re typically used to. That’s why it’s so important to present information in clear, digestible formats to help them feel included and comfortable.

It is recommended by The Brain Charity that all information be provided to the client in both written and audio formats. Being flexible in this way helps the client keep a traceable record of any conversations in a format that works best for them. It also means they’re able to listen or read the information again as many times as they need.

For over-the-phone or in-person discussions, ensuring that you follow up with an email summary is a great way to help the client feel at ease.

The good news is, this doesn’t have to be a time-consuming process. There are lots of speech-to-text softwares on smartphones and computers which you can use, although they do need a sense-check after (as this technology is not perfect).

Not all digital fonts are easily accessible to neurodivergent clients. Some fonts make it much harder to distinguish between letters – whether that’s due to their decorative strokes or spacing.

Opt for clear, simple fonts which are known for their readability on screens.

The ‘sans-serif’ font is a really good example of an easy-to-read font that can help a neurodivergent client. It’s simple and clear, meaning it’s more digestible for those who struggle with reading letters and emails.

Face-to-face appointments are agents’ bread and butter. But while you may be used to this, often this can be an uncomfortable experience for those who are neurodivergent.

Being sensitive to a neurodivergent person’s needs can go a long way- so what things should you consider?

Clear and direct communication – this will help avoid misunderstandings. Some autistic people may struggle to understand jokes or sarcasm, so it’s best to keep things matter-of-fact.

Monitoring your tone of voice, body language and facial expressions – this will help you to come across as kind and professional, helping to build trust throughout the process.

Consider your surroundings – some neurodivergent people can experience sensory sensitivities, and factors like background noise can impact their ability to follow a conversation. To help them feel more comfortable, try and use a private room if you’re in your office, or ask if there’s an alternative place where they would feel more comfortable meeting.

Taking the time to understand how neurodivergent clients might struggle with their paperwork and deadlines is really important.

To make sure they don’t miss any crucial deadlines, we would recommend setting up automatic reminders ahead of key deadlines to make sure they stay on track. And if you want to go the extra mile, it’s worth giving them a call and running through any outstanding points. Things that may seem obvious to you could come across as ambiguous or confusing to others, so the best policy is to build a solid, judgement-free relationship. This will allow neurodivergent clients to approach you easily and without anxiety when questions arise.

This is beneficial to agents, too, as it could prevent delays and ensure that important paperwork is filed on time, deadlines are met, and that any opportunities – such as property visits – are completed on schedule.

Property agencies should also look at professional training to provide neuro-inclusive customer service that becomes second nature.

Training up the team can help create a much more relaxed and comfortable environment for your clients, whilst helping to convey the more serious stuff – such as what is happening at each stage of the process, when it will happen, and why.

Once trained, property agencies should look to advertise this – it could give you a competitive edge and make clear to neuro-diverse clients that you are able to cater to their needs. While of course this is good for business, it also puts neurodivergent clients’ minds at ease, during a particularly stressful time.

Viewing a property can be overwhelming at the best of times, especially for neurodivergent clients.

To help calm nerves, you could schedule a longer visit in a quieter time, or offer more than one viewing. This will help to support the client in being able to make a more informed decision.

Don’t forget that neurodivergent people may not socialise in the way you’re used to – eye contact, for example, may be a problem for some, and people may come across more – or less – enthusiastic than you expect. Emotions and opinions are expressed differently across different neurotypes, and being aware of this will make the process a lot more comfortable for you and your clients.

Finally, take the time to listen to what a neurodivergent client has to say about your service before, during, and after.

Asking what challenges they are facing and how you can improve will not only make them feel like they are being heard, but will also improve your future client experiences.