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Pet Peeve: Don't Show Showings

Pet Peeve: Don't Show Showings
by John Occhi, Hemet REALTOR®
Mission Grove Realty

There really ought to be a law...or at least some sort of guideline in the NAR Code of Ethics about a REALTOR® that makes an appointment to show a property and then doesn't show up - not even the courtesy of a phone call.

Look, I know life happens and we can't always meet everyone of our obligations - for whatever reason. It seems as if excuses are easy to come up with - my favorite is that my dog is having kittens...

In any event, as a Professional REALTOR® that sets an appointment for a showing, you expect the home to be ready to be shown, don't you. You don't expect to find someone n bed. You don't want to see a sink of dirty dishes and you don't want to see piles of dirty laundry - now do you?

So, you are expecting the homeowner to perform up to your expectations if they want you to sell their home, right? After all, they do want top dollar for their home, so the least they can do is have it ready to be shown.

Enough said...now lets turn the tables...

You want to earn a full 3% commission, right, 4% would be even sweeter. So, lets see, a medium priced home in the Hemet Real Estate market is hovering close to $300,000 and at 3% you will make a nice $9,000 commission for you and your broker- $12,000 if you are lucky enough to find a motivated seller that pays well.

So, doesn't the homeowner deserve a little of the respect that you seeking. After all, you are a trained professional and we advise homeowners to never sell on their own that they are so much better off with a trained professional then attempting the FSBO route.

GIVE ME A BREAK and EARN YOUR MONEY! If that means making a call because you ran late and won't make the showing, then MAKE THE CALL!

I think I might start a blog with the names of the agents who stand up my client - who says there is nothing we can do about it and then in the future deny them access to my listings. Hmmm, now there is an idea - can I do that?

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

Until Next Time, Have a Blessed Day,

John Occhi, ePRO & Five Star Certified REO REALTOR®
www.JohnOcchi.Com
Hemet - San Jacinto Valley, CA
The Excellence in Real Estate Team @
Allison James Estates & Homes
2281 W. Esplande Ave, #102-B
Next to "Starbucks"
San Jacinto CA 92582
(951) 654-5550

This blog and the contents written here is the intellectual property of John Occhi, Hemet - San Jacinto Valley REALTOR® in the South West Riverside County region of the Inland Empire of Southern California. The views and opinions expressed are just that - views and opinions of John Occhi and those who comment. Please note that I am not an attorney or a tax professional and any time I discuss either topic, I suggest you consult with the proper professional for relevant assistance.

This blog is part of the ActiveRain Real Estate Network, which is a social network highlighting the best of Web 2.0. Information is provided with the intent of educating and assisting home owners, home sellers, home buyers and real estate investors with information the can be used to make better real estate decisions.

I am proud to be a full time REALTOR® who is proud to be a contributing member of the ActiveRain community.

Posted by John Occhi, ePRO, Hemet-San Jacinto CA Real Estate, 951-443-6259 on 07/28/2007 04:44 PM

Comments (52)

realtor, excuses, client, listing, appointment, fsbo

Originally posted at: John Occhi's Blog: Pet Peeve: Don't Show Showings

This post has been included in California Information Riverside County, CA Information Hemet, CA Information

52 Comments on Pet Peeve: Don't Show Showings

JUL

2007

I know what you are talking about and it is very frustrating.

Even if I am only 4 minutes late, I call as soon as I realize it.

Most people are very surprised by this . . . . go figure

Professional standards seam to go down in our industry - well, I should not call it professional standards, simply courtesy

John:

I join you in this fustration. The blog might not be a bad idea, but deny them access in the future may cost your clients (the sellers).

Iknow I have been caught on several occasions sitting waiting of a party to show a house to. My new policy is - first meeting is ALWAYS at my office, atleast I can be doing some thing productive while I wait.

- stand me up, and I am not available the next time you want.

My time is just as valuable (if not more ) than yours. I understand that things change and the dog ate the map; but atleast call me (or di the dog swallow the phone too).

As a buyers' agent, I make appointments to show a lot of other people's property. Out of respect I make a point of warning people if I am running late or unable to appear. Some buyers change their minds about touring a home once they see the home's exterior and/or the neighborhood. In those cases I go to the home anyway and leave my card.

Anne Hensel Is there really a legitimate reason to just blow off a homeowner? I get frustrated all over again just coming back to comment on this blog - I thought writing the article would help me vent - I guess I'm not done yet.

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

Bob Force Isn't it amazing how many times the poor dog takes the heat - I have 4 big dogs (2 Golden Retrievers, a German Shepard and a Dalmatian) and they are never my excuse for being late - for leaving early to get home to my dogs, yes I use that one all the time.

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

Hi John-

I'm with you on this one!

It doesn't happen to me too often but when it does - DAMN, it is annoying.

I always make sure to call if I can't make it or will be late.

The other Agent is usually shocked that basic respect is being given!

What a shame.

I agree with you 100%... a little respect, please! Now my pet peeve....listing agents who leave a cell phone number as the appt number but don't answer the phone or return calls in a timely manner. The seller deserves better as well!

Melissa Nottingham - You would think that most REALTORS pride themselves as being People Persons - so then why can't they use some very basic people skills

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

John, This happens to me and my sellers daily. Always has and probably always will. Fortunately my sellers are very well informed and know it is going to be a common occurrence. Educate my sellers is all I can do. I've tried everything else. I quit worrying about it.

Rosario Lewis - Even aphone call is nice - leave a message, anything

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

Marc Blasi It is frustrating - it happened with one listing - 2 different agents in one day. My client questins me. How is this my fault.

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

Gary Waters - You are so right. As agents if we want respect we have to respect our peers and their clients - otherwise we are just another 2 bit saleman who might as well be selling used cars or going to law school

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

Bryant Tutas - Now there is an answer I like. Perhaps create a single page that I insert into my prelisting book and let the seller know about the pet peeves of other agents and what to expect, hmmmm

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

Should be a Gold Star Post for sure... I agree 110%. I realize things happen, they do happen to all of us, but you have all the info in front of you in your car, at least make the call.

Jay LaGace - Jay, thanks for the kind words - if you think so highly, I am hoping that you flagged the post and recommended it for the powers to be...

And of course, you are 100% correct - we have the listing if we are on tour. I always give a range of when I will show up - within the hour. If I am going to run past that, I call. If we write an offer for the home before - I call. Anything happens that prevents me from being there within the alloted time - I call. this is why I get to write off my cell phone.

Makes no sence to me.

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

I agree with you. i have my clients meet me at the office and if they are running late i call the other agents and let them know we are running behind.

I agree, a call if you are going to be late is a must. A little off topic, this happened to me twice today. I make "confirmed" appointments to show two listings with the listing agencies. I got to the houses with my customers and was told they were not expecting anyone..both my buyers and my customers felt awkward. No way does this give anyone the warm fuzzies we hope to get at that "first impression" moment. If you are a listing agency be sure to let your client know a buyers agent is bringing their client!

Vicki Bishop Communication is so critical in this business. If you can't call now, then why would I expect communicatinj when we are in escrow. This is the easy call - trouble in escrow is a hard pill to swallow.

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

Diana Corcoran - you are not that far off topic. It must make you want to scream. I feel your pain and just screamed for you. I hope you feel better now.

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

John, it appears that you touched a nerve here. Personally, I think that you are making much too much out of it. But BB's advice to explain to your seller that this kind of thing can happen and just don't let it spoil your day is the right thing to do.

Bill Roberts

Bill Roberts - How can you tell me I am making to big an issue out a pet peeve that bothers me and directly relates to how my profession relates to the public at large and yet you can write about your pet peeve which is nothing more than inexperienced bloggers not realizing yet that they are suppose to communicate and write back on their blog.

Bill, allow me to introduce you to the Kettle. Kettle, please meet the pot. Guess what, you're both black!

When was the last time you had a client get stood up twice in one day and have to take an earful because of the unprofessionalism of those that want me to consider them my peers.

Yes, I would say I struck a nerve as you have as well. By the way I acknowledged BB's advise and already have decided I would make a page to explain the situation.

JUL

2007

I always call to cancel or if I will be late (odds on that are very slim, I am a bit obsessive about being on time)

My sellers get very upset, some of them remove dogs and kids from the home and then no one shows up. It is very disappointing and inconvenient.

Kim

John, I would tell them at the listing appointment. This is the time I educate my sellers on how showings work, agents not showing up, leaving the door unlocked etc......I do this so when it happens they are forewarned and I do NOT get blamed for others incompetence. It also helps us to bond. I do the same thing when it's time to sign a purchase contract. I let them know the deal may not close, inspections are a pain in the rear, I'm relying on third parties being truthful and on and on. This is all part of the educating the consumer part. There are NO surprises for my sellers.

John, If the property is on MLS then you and your client can't deny specific real estate agents from seeing the property. Take a look at your MLS policies. In order to create an open market, MLS allows equal access to all agents who pay their dues to that MLS or have a reciprocal arrangement through another MLS. Only the MLS itself can deny an agent access to MLS listing and that rarely happens as you know, and certainly not for rude behavior, which is unfortunately all too common. I wish there were higher standards that would be enforced by the the local realtor boards.

My pet peeve is about agents who don't even make appointments and show up at my clients homes (one client came home to find the agent there with his client, even though my listing, clearling states in the showing instructions to call the listing agent for appointment). and agents who leave my clients homes unlocked after showings.

It comes with the territory of Buyers Agency. As agents who only work as a Buyers Agent I have seen this problem become a HUGE issue with my sellers. These agent's schedule 10 showings in a 4-6 hour period in 20 minute incrememnts. Then as the day progresses and time runs out they skip several and never take the courtesy to call and cancel.

These discourteous agents miss a BIG OPPORTUNITY to show their own professionalism and impress their Buyers by calling to cancel. See the mistake here is that the Buyer Client remembers things like, "oh don't worry the seller probably was at work anyway" never realizing that this buyer could have one day been their listing.

Kim Zajan - I know these are the issues. I may not be obsessive, but I do get annoyed when the party I am suppose to meet runs more than a couple of minutes late. For meetings, I am always a few minutes early - ALWAYS. showings are different because there are too many variables - so I allow an hour window.

Not only do the clients put the dogs up, pack up the kids and take them somewhere - they have to clean the sinks, where the kids left toothpaste in the morning. Makes sure all the beds are made nice. Clear out the kitchen. Pick up newspapers and on on on it goes.

I don't think I ask for much - just a little common courtesy that equals professionalism

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

Bryant Tutas - I agree, it takes education. It really is a shame that I have to educate my clients on how flaky my peers are. I really don't like to bad talk the competition - either in general or specific terms.

Don't you think that by informing them in advance that you are discrediting our profession. How would you feel if you were in the hospital and you nurse came in and told you what a great job she will do for you, but be careful about those swing shifts and graveyard nurses - they don't always seem to get it right, but don't worry, I'll be back in the morning to clean up their mess - except fro the weekend, you know I get two days off every week - but you'll survive until Monday.

Imagine a fireman with the same attitude - being in the first truck to arrive on the scene and talking about the trucks that are on their way.

On and on. We should be building up our peers and our profession - not setting them up as dufus bumbling clowns that don't know how to make a simple phone call

I agree with you Brian, we need to educate our clients to protect our selves and lower their expectations - I just think it's a shame. You may notice I made this thread public just to be able to inform clients what really goes on in our industry and that it is not just me and our market.

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

Gail Robinson - I knew when I was writing the blog that I could not keep an agent out. However what if I did create a blog and put in every agent that shows the property or calls to show and if they make an appointment I label them as a NO SHOW and let the public have access to this information, via a simple Google Search I could point them in...hmmmm, probably still no, but at least I'm thinking. Executing is totally different.

As far as showing up without an appointment - I can say I have been guilty. We are in a neighborhood and a client spots a home that I did not set up on tour. Maybe the price is wrong, square footage, number of bedrooms, who knows why - but it did not make the cut. They just insist on seeing the home as it reeks of curb appeal. In this case I'll call the number on the sign and give the agent an hour to call me back. I'll explain to my client why we can't just barge in. They may have dogs etc.

Once in a while, I have taken the initiative and let us in. More often than not, I end up regretting it. I have found kids home alone and I have walked in on day sleepers. I must admit it has probably been a couple of years since I've done this.

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

Paul Moye - Thank you again for stopping by and visiting one of my blog posts. You make an excellent point with the number of showings a buyers agent will schedule - thinking they are being productive when in fact just the opposite is taking place. I never schedule more than 5 showings in a day. After that the house run together and when they get back to the office, they want to write an offer for the kitchen on Elm Street, the Master suite on Oak, the family room on Birch St and that back yard over on Sycamore.

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

John,

I am with you in your frustration. We are the professional, and we should conduct our business as such. A call to say we are not going to make the appointment or running late is not TOO MUCH to ask.

Ray Nellum - Welcome back old friend. Thanks for your comments. You are right, a simple phone call is never too much to ask.

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

John, The fact of the matter is everything I tell them is true. AND they need to know it. I don't bad mouth them I just explain to my sellers that it happens. It happens because the BAs are busy working the buyers. If they find a house they like before they get to my listing they are going to be writing a contract NOT calling to cancel showings. It's just the way it is. I don't hold it against the BAs at all. My Seller is not their concern, nor should they be. My Sellers should not expect every showing to show up and they shouldn't expect me to get feed back if they do. I'm realistic not negative. My job is to get the house sold not worry about how others conduct their business.

John, I wanted to add it is not my job to build of my peers. If my peers want me to build them up then they need to up their game. I will not give my sellers "false expectations". Fact is, the majority of the REALTORS(R) I work with in my market are pitiful at what they do and I owe them nothing. Respect is earned not given just because they are REALTORS(R) notice I didn't say peers. I work for the consumer NOT other REALTORS(R). If they want me to treat them as professionals then they need to be professionals. Don't make excuses for folks that are clueless, instead hold them accountable. And of course be willing to help them if they are receptive. It may be different in your area but in my area our "profession" is a joke.

John...I call it like I see it. I don't sugar coat things for my customers. Nor should I.

I haven't had this happen to me yet but I have scheduled a few showings and when we get to the house it isn't as it appears on the MLS, ie. "Great yard" ( Home is on the side of a cliff), "Nice neighborhood" ( Trailors everywhere with junk cars in the yard ). And in those cases if my buyers don't want to go in, then we don't and I don't feel bad about it. On the other hand, sometimes I do run late but no longer have the agents number with me so I can't call but we do still see the house and it's never been a problem with the homeowner.

JUL

2007

Bryant Tutas You offer some very good advise in your first comment above - I read it earlier this evening and though about what you said and you are, of course, correct. the buyers agent are worried about their buyers - not my sellers. That is who they have a responsibility to and no one should expect anything different.

Addressing the second post, I guess I have always tried to put forth the REALTOR® community as professional and speak of the profession with pride. I see places like AR as a place to vent and clean up our collective acts. We all do something that makes someone mad at us once in a while...don't we?

In my listing presentation, I emphasise what separates me from other agents - primarily my marketing and networking skills. I provide Links to my websites and Google Searches for all of the key words in town - and there I am. I have no problem ragging on out of town agents and talk about how Real estate is local and that their Realtor should be too. I just have never done anything to tarnish anyone in my local board.

Once again though, your are correct - respect is earned and not given and like yours and so many other markets, I'm sure...we have no shortage of flakes. Although we may run out soon - we have lost over half of our board members in the last 18 months. We were over 600 strong and now we are barely 300.

Well, thank you for your valued comments - your point is well received.

Now Have a Blessed Day,

John Occhi, Hemet CA REALTOR
Mission Grove Realty

Amber Williams - I understand, we could write a whold blog article about what different terms in the MLS mean. I love the one with the cliff and the great yard. Maybe it could say Very Private

Now Have a Blessed Day,

John Occhi, Hemet CA REALTOR
Mission Grove Realty

It's just common courtesy to call if you're going to be late or if your client decides not to look at it (doesn't like the neighborhood, saw it before, etc). As a professional, we should always have a cell phone with us and the phone numbers for agents and, if available, the sellers. Things happen - that's not an excuse for lack of courtesy.

As to some of the comments:

while we can't personally exclude companies or agents from showing our listings, our clients CAN specify, in writing, an agent or company that they do not want in their house.

to avoid unexpected showings, we use a code protected lockbox. With that, no one can access the house without getting a specific access code from us that "allows" their MLS key to work.

Sharon Simms Thank you for your thoughts on this touchy topic. Obviously I have hit a nerve here with a lot of good people. I have had some changes in my attitude though, thanks mainly to the comments that Bryant Tutasoffered above and you can see through my response to him how I will handle this in the future.

I lkie your lock-box code. We use the SentriLock - and it does have a lot of codes - I know I can set up hours and such, just not sure about the one you refer to. I'll have to look into it.

Now Have a Blessed Day,

John Occhi, Hemet CA REALTOR
Mission Grove Realty

JUL

2007

There are a lot of jerks out there and I just keep note of who they are and remind them later on what they did the last time. That usually cures the majority of it happening again.

Jay McGillicuddy - I agree, there are a lot of jerks out there and I certainly cannot be responsible for them.

Now Have a Blessed Day,

John Occhi, Hemet CA REALTOR
Mission Grove Realty

WOW, I was not aware it was that big of a deal really. I always state in the feedback form that we were behind schedule, or buyer cancelled, but I don't call prior to that. Sorry for any inconvience I may have caused to LA's and sellers in my area! I never thought about like that though. I guess I need to rethink my operating proceedures.

I know of some agents that go inside, even if the buyer doesn't want to, in an effort to pacify the sellers.

Personally, I try and prepare my sellers for these types of "showings" when I take the listing. I emphasize that they need to be flexible and realize that not all agents screen/pre-qualify their buyers before putting them in the car! As long as we educate our clients, they'll be more flexible-- or so I've found.

AUG

2007

Good post - I had this happen to me the other day. I have two listings in the same community and an associate was going to show both - one had a tenant in place and he was going to let them in. The tenant called me at 2:30 to say no one had showed and he had to leave for work. I told the other agent she needed to be there between 12-2 for this reason. I apologized to him and thanked him for waiting. Now, in all fairness to her she did e-mail me that night to tell me her client decided on another community and they never ended up seeing my listings....hmmmm.....I thought I wish I had known this earlier so the tenant was not waiting....

Rebecca Dean - Selling Naples & Bonita Springs, FL

AUG

2007

I am there with you! Had it just happen last week. Last minute, out of town Buyers, schedule the showing with 3 hours notice, the Seller leaves work and goes home to prepare it (taking 2 hours to clean - single guy!).

When he gets home from work, he realizes that they never showed up. He called me, I called the agent. "Oh, sorry, we just never got there! We could drive over now. Would that be ok?"

Hmmmmm, call the Seller (who is already peeved), yep, I'll leave tell them to give me 15 minutes".

Buyers and "agent" (I say this lightly) show up 5 minutes later. Seller hasn't left yet. He hurries to leave and doesn't even get down the street in his car. Buyers and their "agent" were in and out of the house in less than 5 minutes. Get this, the house is 7,000 sq. ft. and priced at mid 800k!

"Agents" like yours and mine don't deserve the title to be in the business, let alone have Buyers to work with!

Thanks for your post. Sorry about the venting. Should probably write my own blog about it, huh? :)

I agree totally! Another one is the client that makes an appointment to meet you at a home and THEY never show or call!

I always call them back and ask how the showing was and I keep calling till they answer me. Embarass them if you can.

I think this has always been a major problem in our business.. when I was training agents I made a major deal out of calling if you were going to be late or calling to cancel.. NO EXCUSE for not having a copy of listing with owneres or agents phone number and your cell phone..

AUG

2007

Chad Baird - Thanks for rethinking the process - there are people waiting and anticipating. We have to keep the positive image of REALTORS® up in the mind of the public.

Now Have a Blessed Day,

John Occhi, Hemet CA REALTOR
Mission Grove Realty

OCT

2007

Ohhh, that is a temptation!

OCT

2007

Just a couple of weeks ago I had a couple that had came from out of state to find their new home. Well we had went into 2-3 homes that were a complete mess. Clothes were all over the place, dirty dishes on the counter, and there was even a litter box that smelled so bad and looked as if it hadn't been changed in 2 months. Please take the time to inform your seller that the home needs to be presentable at all times. You are not getting paid for nothing, at least I don't. As for people not showing up for appointments- this is one of my biggest pet peeves. I know people have phones and a simple phone call wouldn't hurt anyone. If something had came up I understand, If you are late I understand that also. Just let me know what is going on so that away we are not wasting anyone's time. Thanks for posting this great blog!!

Nicole-Portland Metro Oregon

John-

I believe it is just common courtesy to call and let someone know if you're running late. You'll probably find that more people call if they are late for a dinner reservation than they will for a showing app. I showed a house a few months back and my client and I got stuck in some traffic on the way there, so I called the home owner (they set up their own showings because they were disabled and could not leave the home for every showing) to let them know. They thanked me over and over saying that it had become very frustrating for them because either agents would be extremely late or not show up at all. Another experience with this occured before I got into real estate. My in-laws were selling their home and everytime someone called to set up a showing, my mother-in-law would bring their 2 retrievers up to my house. This would require loading the "horses" in the car which was a workout in itself, and then of course staying out of the house to be sure the showing was complete. There were many occasions where agents were late with no call or didn't show, and this made the experience of selling the home a very unpleasant one to say the least!

NOV

2007

Nicole Garner

and

Glenda Conrad

Thak you both for feeling my frustration and documenting your own...maybe we can make a differance if enough read this and figure out who the finger is being pointed at.

Now Have a Blessed Day,

John Occhi, Hemet REALTOR®
Mission Grove Realty

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