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Same Song, Different Artist

Same song... As I was reading and commenting on a great blog post from my friend, Clint Miller, Let's Talk About What Is REALLY Wrong In Real Estate, I was reminded of many articles/posts written about a year ago regarding this same topic. The issue with agents at the time was poor communication. Back then, my pat answer was basically, those of us who give 100% to our jobs are eventually, "going to weed these wanna-be agents out of the business so, not to worry!"

Today, as I look at my 'to-do' list for tomorrow, guess how many of my calls are follow-up calls to agents who have not responded to me? Four of my calls will be to agents whom I've already left emails and voice mails concerning a BUYER question for their sellers! FOUR! Two are for the same client and since I had not heard back from either agent and let my buyer know that this evening, his answer was, "We'll work with the first one that calls us back!"

Frustration Recently I had an agent whom I basically had to STALK to get a reply regarding an INTERESTED BUYER question for him before putting in our Offer. FINALLY, I got a call back and he apologized saying that he tries to take care of his clients first, then, and ONLY then, if he has TIME, he'll phone agents back! Get this--'as long as it's before 5:00!'

First of all, if you're a listing agent and a buyer's agent calls you--you NEED to respond! If you're not, you're doing your seller an injustice. As well, I relayed to my buyers that I could not get ahold of the agent to find the answer to their question. I don't want them to think that I'm the one falling down on the job so, I let them know that I've left a voice mail and will get back to them. Then, I let them know that I've sent an email and will get back to them. With each attempt, I keep my clients informed so that they KNOW that I'm doing everything I can to get their answers for them.

Flustered Just as these particular clients were almost ready to move on to choice #2, thinking that this is how the entire transaction was going to be with this agent, we received the above described call back. Even if everything forward in this transaction goes beautifully, these clients will NEVER have anything good to share about that agent because they already don't like him and think that he is a 'slacker!' (their word, not mine!) Their new neighbors and their current neighbors, friends and family will never use the agent because of their experience with him and the frustration that nearly made them have to move to their second choice.

Think about it--their experience with him was not even a DIRECT one but, because of poor communication, his reputation will suffer--the real kicker-- this agent is under the (false) impression that he's only ignoring agent calls!

...different singer

Furthermore, what SUCCESSFUL real estate agent do you know that turns off their phone at 5:00?! I have no problems with agents taking their day of worship off, whether it be Friday, Saturday or Sunday but, to turn your phone off on a weekday at 5:00 is eliminating those clients who are only able to talk on the phone after work. Why wouldn't you, at least, have the courtesy to phone back the FOLLOWING day?

And, why wouldn't returning agent calls about one of their listings NOT be the same thing as returning a client call--after all, aren't they working for their SELLERS in this situation? We, unimportant agents, are calling to try to help YOU sell your client's homes!

A 2-minute phone call is certainly NOT worth jeopardizing MY reputation; I just don't understand agents who do this on a routine basis!

Sorry for the redundancy but, I had to share my recent rant! Same song, different artist!

Disclosure of material contained within.

Posted by Debe Maxwell, Realtor® - Charlotte NC MLS - Charlotte NC Neighborhoods on 10/29/2009 06:03 PM

Comments (62)

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62 Comments on Same Song, Different Artist

OCT

Silliness, All calls are important. Sorry but most calls like you said are in the evening or on the weekends. Buyers' need to work and keep their jobs. I think we should be availabe when they are. Same as in retail. We have an antique shop in an area where there are many shops all which want to be open 9am-5pm. People who buy work mostly 9am-5pm. Some business just can't operate during what is considered "normal" working hours. I'll work nights and weekends to service my clients and do my other things at other times.

Lisa: Yes, that does seem to be the highest volume of calls from clients! And, great comparison--retailers do it, why can't we? Thanks for stopping by!

Hi Debe...I would not think this agent informs his clients that he does not take calls from other agents about their property at 5:00. I know I would not hire an agent to represent me in the sale of my home if this is the way he operated.

Kate

Oh, Kate, you are SO right! If only we could let his sellers know this! Unfortunately the COE that prohibits agents from wrongful doing, also prohibits us from actually helping sellers who are being done wrong!

5:00? That's when I get going

strong!

Debe,

Deal with that every time have to do showings. the funny part is that when I say that they HAVE TO respond, they tell me that I should be no selling anything, if I can afford doing it.

How are you goin gto fight with success? They are too busy. They are lucky, Their principals are not

I am too am supprised we are still having to deal with unprofessional agents out there. Your comment: "I don't want them to think that I'm the one falling down on the job so, I let them know that I've left a voice mail and will get back to them. " Is a great reminder that it doesn't matter who is at fault, you must communicate exactly where you are at all times, on a transaction, cause even if it isn't your fault, you may take the blame!

Oh boy, there are many of these. I had called one agent recently around 6:00 p.m. who told me to call back in business hours. And another one whom i called when I was in England with my mother dying, asking him to show his listing to my clients. he told me he wasn't going to do my job for me!

Oh my gosh, I have so much trouble with this. Even with agents on the other side of transactions we're working on. It is outrageous, I don't understand it.

Hi Debe...Agents and Sellers need to understand the Buyers have the Gold, and if the seller wants it, they better be accessible and easy to cooperate with..The Buyers do not get emotional about a house with so many choices out there..and it's the Buyer who decides which home to buy and they decide what they'll pay for it. Even in the Selling Boom, Buyers decided to Pay more :O))

Make those calls Debe, and let them know you could be their pay cheque tomorrow.

OCT

Love the title Debe :o)

I believe this is a national problem, and it amazes me that many of these agents think they can be so lackadaisical, and still think they can thrive in this market ???

They dont realize that I HAVE A BUYER FOR YOUR LISTING !!! ANSWER YOUR &*&^%#%^&* CELLPHONE !!!!!!

Jon: Exactly--the principle IS the one that is suffering and it really is a crying shame that there are still agents out there in this market doing this--sellers need agents who will beat the streets for them--and that includes simple things as answering your phone!

Dan: I learned the hard way one time a couple of years ago--I was trying to find an answer or one of my clients and could not get the other agent OR his broker to phone me back--my client thought that I had forgotten them! So, I now let them know that I'm still working on the agents--sometimes even copy them on my emails!

Jane: Had you told him about your mom? That is so shocking that someone would do that--and to YOU! How rude! Think about it--your buyer could have been the one that was meant to be the buyer for his listing and he'll never know. Again, an injustice to the seller.

And, 'Don't call me after 6?!' What in the WORLD?!

Janna: Same here--I have this thing about my voice mail--I HATE to have to check it! I don't know why but, I irritate my family so much because I prefer just to answer the phone and take the call right then and there. My exception to that rule is when I'm with clients--my phone stays in the car and I don't answer until I'm through with my appointment. Then, I spend the ride home or back to the office returning my calls!

Many agents forget the golden rule applies to real estate too!

Fred: Exactly! You are so right--they can't see the forest for the trees where returning calls is concerned!

Lil Bro: I've gotta say, you're lookin' pretty scarry there!! And, did you say you have a buyer for one of my listings!--Let's see, it's 1:30 in the morning; is it too late to call! :-)

Have a fabulous Friday...

Hey Debe . . . and then we have the other end of the spectrum ... the agent calling every time there's an initial missing on the form "When will you get that back to me?" "Do you have that disclosure back from your buyers yet?" . . . can't we find the happy medium?!?

Carla: Funny but, I had one of those recently--we had to have four ORIGINAL copies of everything and I was the one that had to work around the other agent's schedule for each and every one of those 'document signing events!' But, hey, I was workin' it for my seller!

I think I'm a happy medium!! LOL I don't pester agents about the small things and I DO return my calls! LOL

I just don't understand why an agent wouldn't want to sell their listing (unless they know something BAD about it, and are hoping you'll put in an offer without the answer, hmm, not going to happen).

PS - like your new buttons!

Debe, some agents just feel so self important that they just don't understand how they're actually hurting their business by being like this.

I don't understand it either. I turn on my phone at 8:00 and it stays on until 9:00. I do get calls from other time zones. Sure I may be doing other things but I try to be responsive - it goes with the job.

Debe, this is a problem everywhere and we cannot be diligent enough to knock these prima donnas off their self imposed thrones! They are clueless!!! Great post and cute artwork!

Debe Over the past 33 years I have seen many new "tools" - not being available after 5 PM is really unacceptable. Karen

Definitely the lax and/or egotistical behaviour of some agents is mind boggling. The worst part is the potential it has for shedding a bad light on all of us by association. I respond very similarly to you - advising my clients every step of the way the work that I am doing, while trying not to actually bad-mouth the other agent (even though they may deserve it!)

Debe - This is pretty pathetic behavior. Turning off your phone at 5pm is a recipe for disaster, in my opinion. We who are self-employed don't have that luxury.

Debe...

Why did you hold back? Why don't you tell us what you really think? lol, that was some rant, but it needs to be said.

Some agents don't want to talk to other agents, because they're hoping to double-side the deal.

Debe

I remember a few years ago taking a seminar with ______________ company (a real estate motivational speaker and owner of a "coaching" firm.) One thing that stuck in my mind was their insistence that we not let business get too much in our way. I really remember hearing in put that way.

In other words, we should only return calls between certain hours and actually put that on our cell phone. Or choosing one day of the week to call our own and steadfastly keeping to it. It sounds good but sometimes common sense flew out the window.

Or . . . they could just be slackers as your client said.

Another great post Debe!

And that is the reason why those agents are always wondering why their referal rate is not where it should be. Ya think?!?!? I answer my phone for clients at 9 p.m. and I always hear, "Jackie, I'm so sorry for calling you after working hours". I tell them, "I've said to call me when you need me and I mean that". The funny thing is, they all think they are doing a great job.

And Karen, your "tools" comment, almost made me spit out my tea, lol.

Hi Debe, I used to think the market would weed these guys out but I still see some who are exactly as your well written post portrays them. Some are market leaders and seem to be doing better than ever ! Go figure. Have a terrific weekend !

Debe, And it's posts like these that always make me wonder what happened to good service to ANYONE. I take calls at night and I work on weekends because that's when my clients are available. I don't mind a bit and have found those that do certainly lose a lot of business.

his answer was, "We'll work with the first one that calls us back!"

Hi Debe,

That's how many buyers feel. I just don't understand some agents.

hmmmnnn I sense some frustration I get upset if I do not get a call back so I feel ya ;-)

Debe, It is frustrating- I've shown the same property to my buyer twice since Wednesday. I've emailed, texted and left voicemail asking the listing agent for the plat ....STILL haven't heard back from her.

Hi Debe - nothing frustrates me more is when I do not get return phones calls, and it is the agent's responsibility to be available. Isn't that their job? Happy Halloween!

Debe - The same can be said about agents that submit a contract to you on your own listing and you try to call them back and they don't answer as well.... argh.... You try the office number leave a vm, then the cell another vm and on and on still no call backs. Unbelievable! This is a service industry we are in isn't it? I've been waiting a whole day for a response from an agent that sent me a contract last night that I want to discuss with him yet he's not available... What gives with these agents? Just sayin....

I figure that if an agent doesn't answer their office phone, their cell phone or return calls within half a day, they must be dead.

Time to call the listing broker and advise them that you believe that some harm must have come to their agent because you have a buyer interested in their listing but can't contact the agent.

The Devil makes me do it.

What did you expect? You teed that one up nice and pretty :)

TLW...ROAR!

You know...

They say you can tell a lot about a person by the music they like and what tickles their funny bone :)

I'd have to agree with that :)

TLW...ROAR!

Hi, Debe. Good post...congratulations on the feature! Regarding Lenn's comment, I suspect that calling the Broker won't do any good. If the Broker is tolerating that agent's behavior, he/she is probably also enabling it.....water seeking its own level and all.

Debe, it is amazing that this problem does still exist with poor followup and you having to stalk the other agents. Apparently poor agents can stay in the business so the weeding out theory goes out the window. Also the bar is set too low for anyone becoming an agent.

Debe, Love your post. I can not tell you how many times I hear this rant from Realtors. We do quite a bit of work on REO proepties where the buyers' agents repeatedly talk about their disgust in the lack of communciation they receive from the listing agent. These complaints are not coming from agents asking for showing instructions, but from agents in escrow on properties where time is of the essence and communcation is vital for the life of the transaction.

[ONLY then, if he has TIME, he'll phone agents back! Get this--'as long as it's before 5:00!' ... if you're a listing agent and a buyer's agent calls you--you NEED to respond! If you're not, you're doing your seller an injustice]

If that agent is too busy to do all his required tasks--and cooperation is one of those--he should hire an assistant or find a less challenging profession. Heard the government is hiring... ;)

Hi Debe -- I heard once (and repeated many times) that: good news spreads very slowly but bad news spreads like wild fire.

Every once in a while some people need a boot to the head...

Phoenix Wright - Boot to the Head

I understand the value of venting to let off steam, but complaining on an internet forum will not result in changed behavior of these misguided agents. Has your broker called their broker?

The sad part of this is that they have leverage. You want and need something from them - they want nothing from you. It's a power imbalance. If your buyers want the property, the only thing you can do is be persistant and document everything and communicate everything to your client (which you said you are doing).

It is just a sad fact that there are agents who wouldn't even make good pooper-scoopers because they are so self-important and disinterested in their jobs.

Debe.. it's a shame that agents will not return calls when you are working a transaction. It can be very frustrating to say the least.

OCT

I had a client in town for 48 hours to buy a house....we called one agent three times with questions about a house she had listed......45 days later she still has not called me back and no wonder the house is still on the market.

I must confess this SIN, failure to communicate in a timely way has cost me $$$$$$$$$$$$$$$

Debe:

Nothing infuriates me more than a listing broker who will not get back to me when I have bought an interested buyer to their property. It makes you wonder - if the seller had any idea...

And i will carry this little rant over to the listing side of the equation as well. It is so infuriating when an agent contacts me to see one of my listings, is sweet and ever so nice, and then after you make arrangements for their Buyer to see refuses to return phone calls after the showing. What the????? Come on now. Gee do you think the Seller and I are going to be thrilled when she wants to show once again?? Bottom line...if you are an AGENT period... returning calls is imperative.

Since I don't go to happy hours I am available at this time. However, if I am eating I finish my meal before I call back. After 8:00pm I do not feel obligated to help a lazy agent who didn't do their job during the day. I do listen to the voice mails, and I have called back, but limits have to be put in place. To be 24/7 devalues your worth and destroys quality of life..

Hi Debe,

Bottom line is we have to return calls promptly and pick up when ever possible. I had a case where an agent (that I was in the middle of a contract with) would not return calls. So I called the office, asked for her. She wasn't in. I said I would hold...the gal laughed, thought I was joking. I informed her that since she had not returned my calls that I would hold until she got in. Interestingly enough she was on the line in less than 2 minutes. I would have held!

Verlyn

Debe - Communication is important. Even if it is a potentially "nuisance" call (we all get those)- you are solidifying a business relationship for the future with your polite response. As for me, I do shut off my cell phone after 5:00. I don't work 24/7 and would provide poor service if I did- I am not an "automaton". Most calls at 7:00 p.m. at night are things that can be responded to first thing in the morning without losing a sale.

Twice this past month, we had major problems with listing agents NOT calling back to get us an appointment when we had a very eager buyer. In case 1, with 4 days notice, the listing agent FAILED to call seller at all and never made the appointment. In case 2, the SAME AGENT, took 4 days and 3 phone calls to reply to us. THat is ridiculous.

I am totally discouraged. This agent acted like it was OUR fault when we called her broker for a response. She is doing her sellers an unjustice and she is angry becuse we "ratted" on her to her broker.

I wish these bad agents would have dropped by now, but they're hanging in! It is up to the BROKER to fire poor agents. Unfortunately, many won't.

Debe--you inspired me. Thanks. See link

Debe, sorry I missed this.

Nothing more frustrating is it?

Actually I let my buyers and sellers know where the problem lies.

Like you don't want them to think I'm not doing my job.

Debe - I hate when fellow agents create more work for the rest of us because they won't take a minute to return a phone call.

Debe,

I find that to be a bit of a pet peave...and extremely frustrating. I love your picture of the lady with steam coming out her ears....did you take a picture of me when I wasn't looking?

It is frustrating when you can't get the necessary information. I don't mind waiting, as long as the wait is reasonable. The thing about being a lawyer, is we always want things defined, and I want to know what is reasonable, such as when will they call me back?

NOV

I guess some people are still hanging on by a thread. But it won't be long. If I don't get a response within a day I call the agent's office and let someone know that I have not received a return call. Believe me this works. I have a 24 policy. If I don't hear back in 24 hours, I'm going to take stronger action or move on. I love calling an agent's office and saying I'm not sure what is going on. I've let messages and have gotten no call back. Very embarrassing to the office and the agent deserves it. Try it..you'll like it.

I had buyers in town for one day, I called the listing agent to show their listing - the showing instructions said to call agent before showing. He called me back the next day and said 'go ahead and show it' - I said "too late, they bought a home yesterday and left town, I just got the seller signed contract back, am opening escrow as we speak."

He was mad that I didn't just show it anyway! I told him that I cannot violate MLS rules for following showing instructions. He didn't even note that the home was vacant.

I noticed that he changed his showing instructions. I had seen the house before, not as nice as the home she picked, and we are thrilled with the price and terms on of accepted offer on the lovely home she bought.

Otherwise, I would have been unhappy that my buyer didn't get to see all available inventory.

Debe,

Oh one of my main pet peeves is communication. I have picked up alot of clients for that simple reason also. It is a shame though that when a listing agent is not responsive enough to try and really sell that home. This is the nature of our business and if they do not want to do the work then they need to leave the field.

Debe, As was said I too wonder what the Seller would say if they knew their agent NEVER returns even multiply phone calls for listing information?

NOV

Hi All! I promise, I didn't desert my blog but, I've been CRAZY busy and trying to keep up my posts so consumers have new information to read! I have read all of your comments and have three comments to make in return:

1. TLW--you are one crazy woman--love Aerosmith's 'Same old story, same old song and dance!' I LOVE your embeds and think I've received an award everytime you leave me one! ;-)

2. Listing Agents--Because I do both sides of the transactions and have a good number of listings, I concur 100%--it goes BOTH ways! When sellers demand feedback, it is MOST frustrating to spend half of every day trying to get agents to give us some sort of feedback. We don't care if it's your feedback or your client's--the sellers would just like to have a 'second' opinion of the marketability of their homes! I agree with you whole-heartedly!

3. Ranting--Yes, I do think that this is a great forum to rant--I've seen some agents rant about things that, once they post, they either feel better or someone who comments helps them to understand another side of the issue. Here's further explanation to my frustration: I am a broker and when the other agent that we're trying to reach IS the broker of a 1-man/woman firm, which MOST who are unresponsive are (because this is NOT their primary job!), it does no good! The sad part is that they are representing sellers in this manner and losing potential buyers left, right and center with their non-responsive behavior.

I ranted in the hopes that someone out there has neglected a couple of calls lately, will realize that they MUST either do what it takes to represent their sellers or give up their listings to someone who truly WANTS to sell the homes for their clients.

OH and Wendy, if it's on your voice mail, it's full disclosure! If your sellers hire you knowing that and that's okay with them, then I don't think there is anything wrong with that. But, it's the agents who don't disclose that upfront to their sellers who make me worry about the plight of their sellers!

ONe more, Michael--KUDOS to you for GETTING it and fixing the problem!

Thanks again, everyone for your comments and support! I just HAD to get this one off my chest last week! LOL

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