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If Your Call Is After 5:30PM, I'll return it the Next Business Day?

Written in response to How often do you check your e-mail (which didn't seem to have anything to do with e-mail)

WRITTEN TO OTHER AGENTS

I can understand what you are saying and thinking but I've lived on both sides of this.

Real Estate is a business, so I treat it like one. You call any business after their posted hours and they will not be picking up the phone. What do customers do when the don't reach them, move on to the next one. If I lose a customer or client due to my "hours" it's ok. Think about it? If I have someone upset about my posted hours and expectations and they want to violate that, they will do that later on too.

That's what happens in real estate most of the time.

I never could get realtors that weren't 24/7 realtors, until someone asked me: "Is there anything I can do at 6PM that I can't take care of in the AM?" NOPE

So why do I need to take a call from you (the other agent) at 6PM? I have a family I'd rather spend time with, sorry. You're not even 3rd on my list of people I would want to hear from. What could you possibly need that can't wait?

Now that I am one of those "after 5:30" people. It's about living my life and running my business. My business has INCREASED since then.... and you're (figurative) still the same place on my list of people I want to hear from.

Just in case:

God
Family
My Client's Family
Business
Everyone Else

Are there times I stray from this, absolutely! If I get an offer, schedule a late appointment, ect, then I'll call or text at least. If you (other agent) followed directions, I will get the offer and be able to respond immediately, if you sent the offer to my Broker. I'll see it when I get there I guess. Too bad.

Life's too short to be at YOUR beck and call. What did your post have to do with e-mail by the way? Am I arrogant? maybe, but my Family comes before my business.

When you run a business that is 24/7 like that, you become a slave to the business. Eventually, something else suffers. So the real question is what is suffering in your life due to all the stress you have when an agent doesn't call you back?

As a side note, what about weekends?

Did you know that it costs Truet Cathy $500 Million Dollars for closing on Sunday? Chick-fil-a is a top a lot of lists as most successful. Truett has Faith, I do too, ... DO YOU?

Joshua Jarvis
direct : 770-374-4667

Atlanta Short Sales

Posted by Joshua Jarvis on 06/28/2009 07:51 PM

Comments (79)

Business Practice in the ActiveRain Channel

voice mail, business, real estate business

Post is included in group: Realtors®
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79 Comments on If Your Call Is After 5:30PM, I'll return it the Next Business Day?

JUN

Joshua - BRAVO! AMEN! GOOD FOR YOU! I live my life and run my business much the same way. During the week, once hubby and I (no children) sit down to dinner, the cell phones are turned off and we are off duty. PERIOD! On the weekends, I will occasionally meet with a client on Saturday morning or afternoon if they are not available during the week.

When I first meet with prospects and new clients, I explain to them how I work and what they can expect from me. Most of the time, people are perfectly fine with this but occasionally, I will come across some one who expects me to be their beck and call girl. I proceed to tell them that I don't work that way; never have and never will and I tell them that they should find someone else that they will be happier working with.

Have I lost business over the years because of the way that I work? Sure I have but then again, those weren't people I would have wanted to work with anyway. I have discovered that more times than not, it's not my clients that have a problem with the way I work but rather Realtors who feel that I should be available 24/7 just because they are.

I have even had Realtors leave nasty vmails and sent threatening emails because I was not available when they called 20x at 9:30pm on a Saturday night or 8am on a Sunday morning. Once again, I am no ones beck and call girl; never have been and never will be.

Joshua...I think this is awesome. However, it really DOES work both ways. And we can all choose to work the way we think works best for us.

If you call me, you get me. Plain and simple. (Well, unless I am not awake yet...my phone is either in the office or on the kitchen counter charging, but when it rings it will wake me up...but since I'm ususally up at 6:30, fat chance you will wake me up. And since I don't go to bed much before midnight, fat chance again you will wake me up.)

I have had more compliments from agents and clients alike at how easy it is to reach me. How amazed that when they called at 8pm in the evening because it was the first chance they had to plan their showings for tomorrow and my listing requires an advance call, that they were able to reach me.

Maybe, one day when I've got 20 or 30 listings and 5-7 Buyers I am working with, I'll have the ability to turn the phone off.

Then again, if I have that much business.....

I tell clients during the 'interview' that I am stupid after 6 pm and they do not want me stupid. :)

I have 20+ listings and half a dozen buyers I'm working with as a rule . . . and if they give me that precious time in the evening, before they wake up in the morning (I'm a 4am riser although I don't answer phones before 8 am - that is my time to power up and get work done!) they WILL have the info they need or their problem worked on.

If it becomes critical, such as negotiations or a time sensitive issue, an exception is made to the rule. But generally, it works out fine.

I think determining and setting expectations is key.

PS. At least one day a week I take a powder. Which day is usually unknown to me until it arrives. Because as soon as I schedule a day off in advance, something happens . . . :)

I specially say on my VM that if you reach me after 7pm that you could expect a call from me the next business day.

You are in the a sense that there is nothing so important to do that if they call after 5:30pm that you couldnt take care of in the morning. But I am not a "HOMEWORK" person. I like to take care of things right then and there.

If it would mean helping clients calm their fears, I do that in a heart beat, even at 9pm at night. Does my family time suffer? I dont think so. Most clients do not call me anyways. They email. But I want them to hear my voice if it would make them feel better.

It is a different thinking. I dont necessarily think it is wrong. If you "slave" yourself, you will know it.

Joshua - I have never understood the "available 24/7" mentality for our industry. Doesn't this make all of us seem less valuable and professional? We are not tech support.

I think it is a judgment .

There are no real estate emergency's unless you failed to plan ahead.

Good job Josh. It is the 24/7 mentality that has helped to ruin the state of the profession. Bankers, Lawyers, and lenders are not open evenings or weekends, why are Realtors?.

AMEN, this guy is no 24/7 realtor!

I do think people , or at least most people understand that after 8:00am - 8:00 pm is not a good time to call and respect this. I always tell my customers and clients to feel free to reach me. I mean this and I've never had anyone take advantage of this.

Patricia Aulson/Portsmouth nh

This is a personal thing....want same hours, same procedures...go to work at Wal Mart! Individuality is what distinguishes us.....as well as independence.

Gary,

Independence is the freedom to choose (even if there are consequence). I choose a normal life and my family.

I don't have posted hours. I go to the lake when I want. I take my daughter out of school and take her to the bounce house when I want. If that means I'm negotiating a contract at 6pm, so be it, I had my family time. I will not hold on to an offer because it's "after hours". If I have an offer or a counter offer in my email or in my hands, I'm not going to wait until the morning to call my client. That would be silly. For many parts of the contract, time is very much of the essence.

If I'm available I pick up my phone, if I'm not I don't. There are times I've negoiated offers until 11:00pm at night while my children were in bed and in exchange the next morning I got to take them out for breakfast and spend the rest of the morning at the park. There's always a trade off, my family comes first and my business is scheduled around them.

Joshua, Amen. When we do what we know we need to do - success follows. When people choose to make business their priority and expect everyone else to keep their crazy clock, they chase success.

I do have Faith. GOD is always first, last and everything in-between. After where would we be without God? We wouldn't - would we?

I haven't gotten to that point yet about not answering the phone after hours.

I do think it is a combination of preference and what is going on. Like someone said above, if I have an offer coming in or going out after hours, then I will be working. If i can schedule my time, then I will schedule it (but not far in advance). I like to be flexible, within reason. If I am unavailable, my phone can be shut off.

Hey Joshua, we don't believe in 24/7 either, but service is the name of the game especially in today's economy, sometimes you have to be flexible.

I know a lot my my business is done at nite. It would not work for me. I just have more time for things in the morning. My clients work from 8-5pm mostly and thats when I have to see them ect. It does not bother me however. I do not give out my cell phone number to cut down on unnecessary

I wondered what business it was of his what the other agent was doing at 5:30. I thought of families with small children...

I take calls at all hours, when I'm available. I don't take calls at meal-time but otherwise I will answer.

I totally agree - I had the same policy when I was an MCA - my voicemail message stated: I return my messages at 11:30 and 3:00 and 5:00.

Now as "my own boss" - I see no reason to alter my motto. If you contact me - I will definately get back with you in a timely matter. But I treat every appointment with the same weight - and if my appointment book says that I'm meeting my best friend for our weekly 'movie day,' I see no reason to answer my phone and run out of the theatre at the whim of a realtor or client...my personal one-on-one time is just as important (if not more so) than my business ones.

This is a lesson, I'm TRYING to get my business partner to learn as well...but old habbits die hard :)

I have been thinking about this recently. In the past I have been a 24/7 Realtor. After six years I realized that I never closed a sale for the ones who I gave up family time for.

This is exactly what I've been fighting for the entirety of my real estate career. The idea that if we are not available 24-7, then that means we are not providing full service to our clients is soooo absurd. We do have a life, don't we? Thanks for posting this....

Joshua! This is SUCH A NEEDED POST!!! I also wrote a post a while back about answering their phones 24/7 being a lie and just sets you up for letting someone down. Whenever an agent tells me or has on their phone, available 24/7- I ask them,

So you answer the phone when you are taking a dump?

So you answer your phone when you are in the shower?

So you answer the phone when your child just fell off his bike and you have to rush him to get stitches?

SO you answer the phone when you are in bed with your spouse or significant other having sex?

and then there is:

SO you answer the phone when you are on a listing appointment in front of the sellers? HOW RUDE!

So you answer the phone when you are supposed to paying attention to the convesation going on off the phone? HOW RUDE!

So my first point is that this is a lie, an untruth.

ALWAYS UNDERPROMISE AND OVERDELIVER!

Now for the more important part of your post:

God
Family
My Client's Family
Business
Everyone Else

You are right on with that list. If you do not live your life by that list, then you are setting yourself up for a big burnout. Been there, done that. It does not work out in the longrun. I had 4 miscarriages living the life of 24/7 agent and had to take a serious look at my addiction to work.

I don't work on Sundays. I rarely ever work on Saturdays. And I don't answer the phone after business hours, for us that is 9 a.m. to 5 p.m. We have 50+ listings and 18 contracts; never had a seller turn us down because of our business hours.

And I say to you Joshua- BRAVO! Katerina

Joshua,

I'm all about some balance but I am curious about those Realtors that limit calls and other business to traditional "business hours" only.... do these Realtors also work full business days, 8 to 5, M-F?

Candidly, in all lines of business, the lines of work hours and personal hours are blurring. One of my teams works "predominantly" business hours, and then works "after hours" if needed (but not as a matter of habit.

This allows flexiblity of work with clients and also flexibility to do personal things that happen during business hours. If handled well, this does not have to be rigid to be of benefit to everyone!

All the best! G

We all need to keep our priorities. So I can see both sides of the argument. But getting the job done for my clients means answering the phone or answering emails after normal business hours.

Gee... I love that when it is 6:00pm and I am setting up showings for a buyer for the next day... While getting the 10 showings set up for the out of town buyer with one day in town... I get 8 of them set up... and of course there is one agent that calls after we are on the road and we have to backtrack and add extra time and mileage... and there is another that never bothers to call back.

I do take calls if I'm doing something like say, writing a blog response on ActiveRain. I would rather take it and handle it now. If I'm with family, another client or at the ball park and get an after hours call - well I agree with your point -I'll return the call during regular business hours.

Been there done that with the 24/7 routine and it gets old fast, but so does having 10 voice-mails to return on Monday morning when I already have other business scheduled. And I don't like the phone tag aspect of trying to reach someone.

I don't make outgoing calls to other agents or clients after hours unless there is a pressing reason - and even then I may send a text message with the purpose of my call if appropriate.

It's my business and I'm flexible to work it as I so choose. It's a service and I do not feel like a slave to it in fact I'm thankful to have it - and if the ER Doctor wants to talk about the offer on his house when his shift ends at 7PM or AM I'm there for him!

Kent Davis

Interesting dialouge. I thought starting out that I would have restricted hours but at this point that really hasn't happened. but you will NOT find me on the phone while in the rest room - goodness gracous, girls, that is ridiculous. Give it a rest! Candice - what is a powder?

I think so many in this industry have "trained" clients to expect 24/7 "service". It is rediculous! Can you think of many other people you do business with that work 24/7 .. your dentist, lawyer, etc. I don't think so! We have created this expectation and I am not sure I know why.

Hey, Joshua -

Well said!

My take - you have to have boundaries in this business, or, as you say, you will be a slave to it. Period!

I take Friday nights off - every Friday night. Every Saturday, too - after 1PM. And all day Sunday.

As you say, there are some times you "borrow" time when you are off - but I always endeavor to pay the time I borrowed back to my family - without variance - in no later than 7 days.

When you die, and we all will - on your tombstone will not be chiseled, "He Was One Hell of a Realtor!"

That being said - the next day, when you work again - return all non-hours calls promptly! Weekend calls are returned NO LATER THAN 9AM Monday. Overnight calls - no later than 9AM the next business day.

I can think of no profession - including medicine and the law, where is such consistency of returned calls is the norm.

DO IT!

Great post!

DEAN & DEAN'S TEAM CHICAGO

Wonderful post, Joshua. I like the idea of regular business hours. But, I also like the flexibility of being able to take care of something late in the night if I need to or early the next day. I may work on the weekends if it is necessary, but I only post Monday - Friday hours so that clients will have an idea of when I will be available for phone calls.

I've never enjoyed my business more than I do today. No doubt one of the reasons for this is that I've learned to say "NO". I never miss a nail appointment for busines and I've never lost a client because of saying "can we schedule that at 4:30 becausse I have another appointment at 3:00?" I never miss an opportunity to go away with my husband for a few days, and I've never lost a client because of saying "Can we make that appointment for Friday because I'm going to be out of town Tuesday thru Thursday?" Try it sometime!

Personal choice. Getting priorities mixed up is very easy to do in a business like this.

But I personally feel if we are in this business we have responsibility to others in our business as well. And I also feel I can best serve the majority of my clients if I am available during the times that they are available which often means nights, weekends and holidays. However, my family is always my priority and I am able to balance both very well.

That being said, working all types of hours and days doesn't work for everyone. You have to decide what works best for you while keeping everything in check. It's completely your choice.

I don't have 'family time' because it's just me and my clients know that. I've been known to email clients at all hours of the day, and answer my phone all the time.

Since most of my clients work (that's how their able to afford to buy a home) they don't get home until 6-7 at night and then eat dinner etc.

If I didn't talk to them at night, I wouldn't have any clients to talk to. Most are too busy during the day in meeting etc. to talk to me about the real estate market.

The funny thing about the post is that it drive home one of my basic complaints about the business. It seems like it always becomes about the agent. The agent seems to always need to be right, or get the last word in or whatever.

I try to run my business by making it about the client. If they need to call me at 10:00pm to ask the status of the sale, then call away.

After all, without the clients we have no business, let's all make it about them for a change.

Sometimes I just leave a message after hours, but don't expcet to hear back until the AM. But even I tend to turn the phone off at dinner, unless I am in the middle of negotiations!

Great post Joshua! And great discussion. I can change my schedule, but I am not 24/7 Realtor.

Joshua real estate is not surgery, so for the most part thinks can wait until the next business day, however if there is an offer involved I am going to address the issue.

Funny how the lender, the appraiser, the underwriter, the home inspector, the escrow officer, and all the support staff are not working after 6:00 p.m. (typically 5:00 p.m. in the case of the escrow office).

Hi Joshua!
I would never set hours for my business. However, I treat my clients with respect and professionalism...and they seem to respond in kind. Many times I have had client call evenings or weekends and are surprised when I answer...they then apologize because they thought they would get my voice mail.

I have to ask...does this mean you don't hold open houses? I try to hold open houses every other Sunday...but I take a day off during the week...whichever day works.

I am with Andrew on this one...it isn't about me...it is about my client and what works for them. I have never felt taken advantage of.

JUN

Everyone has to decide what is the best schedule for them - for some it might be weekends off and others maybe it is a day in the middle of the week. Whatever it is -- agents have to have a "life" as well as a business. Our 2 cents.

Joshua, That is the beauty of being an independent contractor, a bussiness of your own, you set the policies, response times.....I do not agree with what your style is , nevertheless that is OK.

I sold a $3million Dollar house via my blackberry while I was in Europe. Just before I wrote this comment I received two listings from a client via e/fax. Three hours ago I finished setting up Condo Showings for a buyer...you get the picture.... In spite of this, I still have a great relationship with my other half and we go to dinners and shows and vacations and enjoy our lives and income that this bussiness ethic of mine generates.

One thing is sure, not to single anyone out, if I have referrals I will contact Gary Waters and Vicky Nagy, they seem to fit more my style of customer service. Good luck in your endevours.

this is true.

Also, when your clients know that you stop working after a certain time, they will have a little more respect for the time that they do have with you, rather than take it for granted that you are a disposable 24/7 resource.

I've been accessible to my Clients 24/7 for about 43 years now. I believe it's a significant reason why I am where I am because, as you said, if they can't reach me, they move on to someone else. Well, they can always reach me.

Just for the record, I don't believe in God per sé, and since I'm self-employed, I get to work at home, which means a lot of my time at home is with my husband, and since he is a Realtor, he also works at home quite often, so we do see a lot of each other, and when times allow, we'll go to the Zoo, the Wild Animal Park, or whatever. But when a Client calls, we're there for that Client. After all, real estate doesn't sleep, and if that real estate is causing a problem for our Clients, we like to help out.

We get many, many calls from people who are not Christians and need help on Christmas day, or they are not sports fans and need help on New Year's Day, or they are Jewish so they'd like help on Sunday instead of Saturday. Our Clients come from throughout the world, and their money spends very well here in America, so we don't mind helping them, getting paid, and either spending it or putting it away from retirement.

I could never put my family before my business because without my business, my family is on the street, hungry, sick, and homeless. It's all about finding the right balance of your individual needs, and since neither me nor my husband have any other family, we have to work now and make enough money to pay for our retirement years since we won't have any family to fall back on and we question whether the government and Social Security will be there to take care of us.

Certainly if I was a contributor to overpopulating the Earth and having a dozen children like Octomom or that couple in the Midwest with 18 children, maybe I would put my family first so that they could get some good jobs and support me in my old age.

Anyway, to each his own. We would never try to convince anyone else to answer their phones 24/7 since if they did that, then we might not have as much business as we have -- LOL.

Thanks for all the great comments!

I can't possibly respond to them all but a few notes.

Clients who call at 10PM - there are exceptions to every rule, saving a deal when you have a client that might do something detrimental to the deal etc. Why not have banking hours? This is a home purchase, the largest investment they are going to make. Why should people be slinking around in later hours of the night peering into homes. If your move is important then you'll make time for it. Sure I will be flexible but, seriously get a grip folks. My time is the most valuable asset I have.

Andrew Martin - It is all about them, notice my priorities. Last week, I was trying to resolve something during an inspection period and was indeed on the phone until 9PM. That's the exception. Again, I still think that the client has to meet us in the middle. Do they not talk to ANYONE at work? What place is so strict?

Russel Ray - Love the sarcasm in your comment. There's a lot about your comment that I could retort back, but the bottomline is that your profession more so than people in Real Estate could work the hours that they want. I especially love:

"I don't believe in God per sé," - I've always wondered, if you don't have a firm stance on what you believe, do you know who you are really? Per se... sounds shaky to me. Do you not believe in religions? If you don't I'm with you there, but God, not to believe in God, that's silly.
"I could never put my family before my business" - This is so literal. Seriously. By the same statement then no one working a regular 9 to 5 puts their family first. LOL.
"if I was a contributor to overpopulating the Earth and having a dozen children like Octomom or that couple in the Midwest with 18 children, maybe I would put my family first so that they could get some good jobs and support me in my old age." - if this isn't a bitter statement I don't know what is. Having a family is a choice for those that make it is the most wonderful reward you could have from a mariage! I suspect something very personal here, so I'll just stop right here.

Katerina - Always love your posts and comments. Yours made me laugh.

Glenn Phillips - Your comment intrigued me since yours says, "COACH." I expect my coaches and mentors to be supportive of my psychological life as well, which means recharging with the family. My schedule is not so rigid, but having one like this actually keeps me in demand. My team is just me at the moment, but I'm running a successful business here and working with people I want to work with.

The key is that when you have enough business to CHOOSE you can live by YOUR schedule. When you don't have any business, then any appointment is the best one.

I have never offered 24/7 access and I did not offer 24/7 access prior to entering real estate. When meeting clients, I explain how I work and find out how they prefer to communicate.

I explain that I do not answer client calls on cell phones in various circumstances such as

a) driving

b) when I am in an area with loud noise (e.g. large numbers of people, concerts)

c) when I am in buildings, subways or geographic areas with poor / non-existing coverage or due to safety concerns (e.g. a manufacturing plant)

d) when I spend time with certain people because I have to give my cell phone, car keys and all other electronics and other items to security (e.g. when I have spent time with Hillary Clinton, Barack Obama, John McCain, John Kerry, Ted Kennedy, Mary Bono and other Democrats and Republicans)

e) when I spend time on various types of personal matters

f) when I am in client meetings (except in the odd situation that I am expecting a important call from another client)

Joshua. I've worked office hours since day one of getting in the business. That was 15 years ago. I don't think I have ever had a complaint or loss business over it. In fact most people respect my time and would also prefer to do things during the day.

I'm glad to know that business has been well for you since you stopped becoming a 24/7 Realtor. Also, I definately agree with your priorities.

Joshua,

Good post. I don't answer the phone with clients, but do check voice mail. I actually "lost" a referral the other day after an out-of-town Realtor called while I was in a closing (I did not answer, as I was in the middle of a closing). They left a message and I called back 15 minutes later when the closing ended and they said they gave the referral away to someone who answered their phone.

I was not too upset though as at that moment my closing had priority so I just shrugged my shoulders and headed off to meet a nice first time home buyer and went house shopping.

WHOA! didn't we alll just open up a huge can of worms here!

I've spent quite a bit of time here reading Josh's blog and these comments here and, well, I see valid arguements for both sides. Being a business owner and realtor, I've experienced the patterns and dynamics of working independently.

What simply needs to happen is...COMMUNICATION. And Hey, realtors need service too! Tell your buyers and seller thast THEY TOO need to be available to YOU in order for you to best serve them. This works both ways!

When I had a grphic design studio, I was all about being there. I kept my staff tight and made sure I was always available for clients. One thing I remember them always saying to me was, " We love that when we callyou, you are always there." This dogma has translated over to my real estate career. I love being able to help people and there just too many work schedules to manage so I roll with it. And fortunately, I'm usually home with my family by 7pm latest and in for the night.

In a world full of mediocrity, less than celebrity-worthy trumped-up nobodys, and walkers and talkers, service is everything. Wthout service, no product has any value whatsoever.

Just how that service is implemented, well that is up to each of us.

Some people have sleep deprivation issues. Fine. Use that time to send out emails. or catch up on paperwork.

Some people are simply not morning people and are OK with working 10 to 7, etc. That's cool too.

And some people are happy just working when they "feel like it". Whatever.

Know thyself and to thine own self be true, or you will never, ever be at your best. Be yourself, and everyone around you will benefit from it, may times over.

Keep your buyers and sellers under control, and you shouldn't HAVE to work longer then necessary (?) in one 24 hour day. Get buyers organized and prequalified and educated. Give your sellers a reality check and get them on the same page as you and the markets. Tell them they need to be available for offers coming in. Put the maximum amount of photos and property descriptions on your MLS and online so you dont have to field time-wasting questions. Update showing instructions and make your properties easy to show.

True, cell phones, online MLS and other real estate services have indeed made out lives as realtors much easier. The flip side is that they have also allowed people to yak and text and twitter and flitter obsessively and cvompulsively about all sorts of ridiculous marginalia, enabled attention deficit syndrome (why listen or focus when we can always call back?), and take the place of onsite real time parenting.

Clean out your house. Clean up your lives. Prioritize. Learn to say NO to your kids (and peripheral FAMILY!!!) where applicable. Stay home more and stop running around. Eat better. Live better. Read more books. Drink less. Eat less. Trim the fat. Burn the brain cells. Comprimise. Delegate more to your kids and make them more independent so YOU can get more done. Whatever it takes.

In short, don't be your own worst enemy and let your life get in the way of living it.

And for the love of God, stop feeling so needlessly guilty about everything. You're putting it out there and doing your best, and we know it.

And if you are, there is NO REASON whatsoever to have to NEED to work 24/7 0r 365/52 at something you LOVE doing - even in this crappy, fourth world economy we're now mired in until God-only-knows-when (you do, don't you?)!

The bottom line is, we all need boundaries to keep our sanity. But if we do it right, those boundaries shouldn't need to keep anyone out.

Interesting post and even more interesting comments. For those that advertise the 24/7 thing, I think most people understand that you're not going to ALWAYS answer your phone. But, you'd better be able to quickly return a phone call, though. For those choosing to operate under "normal" business hours, I think you're missing the boat somewhat, but it's your choice. I also think that this group makes lots of those "exceptions" to the after hours calls, too. For those, I wonder, to you actually work only during business hours, too?

Also, some agents say that they work 'business hours' but are advertising their business hours as 8a-8p Mon thru Sat.

My personal favorite is the "I return calls between X-X and X-X." If you really want to get clients riled up, please leave this on your voice mail. Better to say, I'll call you back ASAP, than to say "you're only important to me between 12-1pm and 3-5pm."

Whether you're a 24/7 or a 9-5er, everyone has limits on answering their phone. Generally for me, if you call, and I'm able, I'll answer. If you leave a message, I'll return the call ASAP. If it's late, you'll probably get a call back in the morning. It's not rocket science, after all.

The beauty of being an "Independent Contractor" is what that term implies. A sense of Independence. There are pros and cons to both sides. 7-11 's buisness model worked for them because of 3rd shift workers whom they were able to attract as a mainstay to their convenience stores.

Originally it stood for 7am to 11pm.

Whatever hours you choose operates depends primarily on your life's path; whether it be family, or other as long as it works for you and and the customers you are hoping to attract.

I can't completely agree although limits have to be set. Many people are two income families that don't get off until after 4, have families, and work in real estate. If 5:30 works for you great, and you did say that a degree of flexibiility in respresenting the best interest of your clients is called for.

To each their own. I answer my phone when it rings, and clients tell me they appreciate that. It takes only a few minutes to answer their question or make a note so I can get back to them later. If I don't pick up, they know I'll get back to them as soon as I can. If I'm busy and can't talk right now, I say so. People are OK with that - we communicate. I respect their needs, they respect mine.

I totally agree about not being 24/7. I love those agents who promote that real estate is my life. I think that shutting it down at 5;30 is a little early. Buyers and sellers are very impatient and if they are waiting for information that they deem important tomorrow morning may be too late.

I also refuse to be a slave to this business, but I do pick up my phone if it's a client and I CAN PICK UP.

I am not available 24/7.

Thinking more on this post, Joshua.

I have been out on my own for 2 years now. But in 2007 I went to a Prudential convention and they were handing out pins with 24/7 on them. They were proudly promoting their latest promotion that we wer 24/7 agents and they wanted us to wear these pins. I refused.

The key was with their new automated email/CRM software, we could FOOL our clients into thinking we were 24/7 when we're not really. For example, auto emails would go out to a seller from you, and if you were at the beach the client would THINK you were really sending them.

Sorry, I thought the 24/7 concept was horrible and did not buy into it. I don't want my clients to think I work 24/7! They should realize I have kids and a husband and a house to clean--and I need time off too!

We must set boundaries and rules. If not, if the client thinks we are 24/7, then don't whine about the phone calls you get at 10 pm about their listing. I tell my clients upfront my hours and schedule, and that works for me. I work longer than 5:30 pm, most days, and that's my choice.

I like the attitude. Most other agents think I am crazy when I say that if I lose business because of my other priorities thats ok.

Agents who work by appointments and scheduled hours seem to be taken more seriously. If a call/email comes in from a client after business hours, I'll listen to the voice mail and read the email.....if it's an issue that cannot wait, I will respond promptly. Otherwise, I take care of it the next day.....during business hours.

Wow, I am stunned by so many of the comments I've read. As Realtors, we are professionals and with that designation comes certain responsibilities not required of 9 to 5 workers. We are asking people to trust us with the biggest financial decision most of them will ever make. To me, that means being available 24/7. Please note that I wrote being available 24/7...not working 24/7. I am pleased to say that being available 24/7 for my clients has never interfered with my life or my enjoyment of a vacation or one of my grandkids' school activities. Much the opposite...being there for my clients has enriched my life.

The key is that when you have enough business to CHOOSE you can live by YOUR schedule. When you don't have any business, then any appointment is the best one. Sorry, Joshua, this sounds like a left-over from a EST workshop. I much prefer my father's motto about business: "If you take care of your client all else will follow."

For those who listed God as their top priority (and I say this with great respect) then perhaps Real Estate isn't the profession for you. Your calling may be for the ministry or priesthood or be coming a missionary and working in Darfur to help feed and comfort those poor starving children who are war victims. Compassion is a rare quality and should not be wasted on real estate when there is so much need in this world.

Yes, yes, yes. When will real estate agents start acting like they are in business? I am so sick of getting calls from agents -- and less frequently from clients -- at 8 pm, 9 pm, or even 10 pm regarding matters that could and should be handled during normal business hours. Do you think attorneys call each other on their cell phones at 9 o'clock at night about a case they are working on? They do not. Do you think CPAs call each other at 7 pm regarding an audit or tax return? They do not.

Until most Realtors start acting like professionals, it will be very difficult to get the public to view us as professionals.

It's funny--when defending oour commissions we quote that we are professionals, yet not when we dictate our business hours.

I received a call last night at 9 pm from a buyer looking at a sign. I returned it this morning.

What is funny is the all the comments in agreement totally read the post, the ones in disagreement, ACTUALLY THINK I AM TALKING ABOUT CLIENTS!

I set up the same boundaries with clients, but Agents are the ones that can wait.

Joshua - As someone mentioned earlier, the key is communicating to both our clients as well as the other parties in the transaction on what they can expect. While I am not a 24/7 LO (never have been, never will be), I do recognize the need to be flexible and I do convey this when I discuss my "hours" with my clients/prospects as well as everyone else in the transaction.

As a result. I try and accommodate my clients whenever possible, which is why I will occasionally meet with clients/prospects after 5pm or on Saturday for those that are unable to meet during normal business hours. I will often return calls to Realtors on weekends, especially if it's regarding a current client and a prospective offer or an active escrow.

I communicate the way I work to all my clients/prospects the first time I meet them. I also convey my work style to Realtors I work with. For the most part, my clients understand and respect my hours and do not expect me to answer my phone at all hours of night. After nearly eight years in the biz, the ones I have discovered who have the biggest issue with my hours are Realtors.

It still shocks and amazes me the Realtors who expect me to be at their beck and call 24/7. I wasn't joking about the reference I made in my first comment about Realtors who have left nasty vmails and sent threatening emails simply because I didn't answer my phone when they called me 20x on Sat nite at 9:30pm. That has really happened to me. I have had other Realtors who did the same when I didn't answer my phone on Sunday morning at 8am. SERIOUSLY?

I have even had clients complain to me about how their Realtor called them at inappropriate times and days. While there may be some clients who appreciate that level of service, there are others who will find that kind of behavior absolutely annoying and disrespectful. Obviously, these Realtors never took the time to understand what level service their clients expected of them. Either that or these Realtors are just so self-centered and self-absorbed that they simply have no concern for anyone else but themselves.

Anyways, sorry for the long comment but I just wanted to share that while not all of us work the same way, it doesn't make any one way right or wrong, just different. In the end, as long as our clients understand the way we work and that they have no problem with it, then it's all good.

I check often all emails, voice messages and return the message promptly of course. Why wouldn't I?

Patricia Aulson

Wow, great topic that really struck a nerve with people. I did catch that you mentioned fellow realtors, not clients.

I think a lot of it comes from our society's conditioning of the need for immediate action. Have a thought? Act on it now! Have a need? Meet that need now! It reminds me of those old late night infomercials-call now, operators are standing by!

Realtors are the only ones with this problem.

I try to be responsive and available to realtors who call me for help, and will answer evening calls if I can and it's not too late. But calling at 9:30 for a full staging the next day tells me that someone expects a miracle. I'm good, and I would like to help, but there are really only 24 hours in a day.

Call me old school, but other agents are my clients, too, in a manner of speaking. In working on a transaction my goal is a win-win for all parties. As a Broker, I don't have a satisfied client if I don't work with and respect the other agent. While I have had agents and clients call me at all hours, I've never had an agent or a client call me with a stupid question. And I would hope that they never felt they got a stupid answer.

I have had a few agents not return my phone calls for several days. Here in southern California it's called Diva-syndrome: agents too busy, too self-important, too this or that to return calls, return emails, return professional courtesy for professional courtesy.

My final point: if an international client or international representative calls me when their sun is up and mine happens to be down...I'm answering that call. It's the nature of the beast and I am proud to be old school on this.

Scott - Great point! Having oversea clients does make the case for an exception. I do this also for veterans.

No one asks stupid questions, that's a misnomer. There are LAZY questions, though.

Joshua: I believe the name of the game is balance. I generally take the weekends off although am available for realtors if need be. Here's the thing. No one expects us to be a slave to our job. The other side of the coin is we should be available within reason. We want to show everyone we're working hard for them. Thanks for the great post!

Josh, this is great and I agree. I wrote a post several years ago on Are you Dennys or Outback? Denny being open 24/7 and Outback for dinner. I will not be a slave to my business, or be avalable 24/7, never have and never will.

As a mom of five I never missed one of my children's events and I have no regrets.

Josh, it is IMPOSSIBLE for anyone to be a 24/7 agent. If we don't teach people how to treat us, we will continue to get those 9PM calls or worse yet those 6 AM calls. I hate it when I get a call from an agent wanting to see a property at the last minute because they are not prepared or they can not respect their own time by setting appointments. We can control everybit of our business with one word... APPOINTMENTS. Set appointments during the time that you want to work and no other time. Meet with buyers BEFORE you put them in your car, set appointments with sellers when you are available. Set all expectations up front. My phone does not ring in the evenings or early mornings because I set those expectations upfront. As far as the home inspector being 24/7, give me a break, you don't need and can not be 24/7. Don't you set appointments?

Great blog by the way.

Joshua - You also train your customers how to treat you. If you get a call on voicemail at 6:00 p.m. and return the call in the morning, the next time they will know what to expect. An agent that "jumps" at 8:00 p.m. will keep getting calls at 8:00 pm.!

It's a matter of personal preference and how you want to run your business. Great thing about being self-employed...

In my opinion, 5:30PM is too early. But that's my opinion. I'm a lender, and I know for a fact that a large number, if not the majority, of my competitors lock the doors at the bank at 4-6PM. So I have an edge over them. Plus, most people work "normal" hours, and work time is not a good time for most people to provide the focus and concentration that is required to answer questions accurately. Try asking a guy on a cell phone at a manufacturing plant what his social security number is while tons of sheet metal is falling onto concrete in the background. Try asking a person how much money they make when they're standing around their co-workers. Not a good time to answer those questions for most people. If i didn't answer the phone and/or return calls after 5:30, I'd lose a huge chunk of those people IMO. Not to mention realtors, who expect their partners to work when they work. If I don't do it, someone else will.

On the flipside, I stopped advertising "24/7" several years ago when I realized that it was never meant to be taken literally in the first place. Like every other human on the planet, I SLEEP, and I eat, and do a lot of other things that everyone else does (like spend time with family). The same is true for everyone. Yes, there are people like doctors, police officers and firefighters that have to work holidays and crazy hours, but even they have days off where they don't have to answer a phone call or worry about work. I think a fair amount of common sense and mutual respect comes into play here. If you're going to be upset that I didn't answer/return your call after 9PM or before 7:30-8AM, then I probably don't want you as a client anyway. We all have times when family and other life commitments take priority and anyone who doesn't understand and/or respect that to some degree needs to re-examine their own priorities.

Of course, there are times when i'll stray outside of my "unwritten" hours of operation...it all depends on the situation. Sometimes things happen at the last minute or people are in places or situations where they can't talk during normal hours. Some advanced warning and i'll make the time.

So about posting hours? I don't do it because then it creates an expectation that you will ALWAYS ANSWER your phone during those hours. I may be in the mood to answer a call at 9:30PM one night, others i may want to go to bed early (like tonight). If I tell people that I won't return calls past 8PM, the guy who gets my voice mail at 7:59PM because i have a family commitment will think i'm a slacker. You could be the guy who taught Tony Robbins time management and still not nail it perfectly every time. Life is just too spontaneous. Sometimes expectations are better left set by overall experience, not just based on a general set of hours. Just my $.02.

One more thing. Quite often, people who call late hours are EXPECTING to get voice mail, and they are often startled when they hear a real person on the phone. Sometimes they do it because they don't want to talk to a person when the intial contact is made.

Work life balance is a fantasy unless you set boundaries. As a broker, if I left you a vmail after hours, I wouldn't expect to hear back until the next day -- or whenever your message says you'll reply -- unless it was urgent. And I would preface my message my telling you it was urgent. We need to treat each other with respect and recognize that a rested and healthy cooperating broker is easier to deal with than a tired and cranky cooperating broker! Get your rest, take time for your family or your dog.

Great post!

Your post jolted my memory.

Twice I had buyer clients who called me late into the night - I answered. I spent hours being their counselor, advisor, psychiatrist, lender, etc etc. One guy was a decent sort but overanalyzed everything - other guy a real jerk and called me constantly through Thanksgiving weekend.

In the end, neither took my advice and the deals were never consummated. Although I almost always answer my phone after 8 or 9pm, I've never had clients who drained me for so long at night with nothing to show for it afterward!

24/7 is fine if they mean 24 hours a week and 7 days a month. clients will call at all hours and SO WILL AGENTS if you allow it. we've all had that client that calls at all hours ...they can be dealt with. the agents that call are another story. i have had to lay down the law with many who it turned out were part timers and taking care of the realty in the "non-working" hours. others are simply spaz's who need to get a life.

business hours are 8-6 unless there a damn good reason for the call. there are very few matters that cannot be dealt with tomorrow, during business hours. learn the term and use it. occassionally i see a number pop up that i recognize...if it's well past 6 p.m. i answer with a chiding "you better be calling to invite me to a party"!

recently i had an agent accept an offer on an REO and want to handle the paperwork at 6:30 on a friday...i asked him if the asset manager worked weekends and when he said no, i told him to go take his wife to dinner...the work day was over for me at least. a few days later he mentioned that he'd been fishing!

just because the phone rings doesn't mean you have to answer. i'm pleased that there are so many others that have the same policy.

JUN

I like Michael's post and also Wendy's above. Michael's right--how many part timers call late because their other job interferes with their real estate calls?

"spaz's who need to get a life". ROTFLMAO! I've often thought the exact same thing Mike.

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