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Why didn't you answer your CELL Phone......You're the BROKER and I Needed You

I am a Real Estate Broker, at least that's what my license says. A Broker is responsible for everything that happens in their office....the buck stops here. You tried to call me, and I didn't answer!!!! No, I wasn't at the Beach, Shopping, or watching TV, I was working.... No matter how much we try to meet the needs of everyone, sometimes it just doesn't happen. Here is why I didn't answer your call...

I have 2 offices, one in Banning, CA and one in Big River, CA. As the Broker I have certain responsibilities besides contractual ones, so, yesterday morning I decided to drive out to Big River, on the California/Arizona border.

On a good day, no traffic, no accidents, no flash floods, and no windstorms (that truly is a good day) it takes me about 2 1/2 to 3 hours to get there. Yesterday, the heat wave had let up, and it was beautiful in the Desert. I was enjoying the time to think, and plan what I was going to accomplish with the Agents that work in Big River.

I had gone through 29 Palms and was out in that long stretch that takes you to the 62 and 177 interchange. Another hour and a half and I'd be there; or so I thought.

I was going to pass a slow moving truck when I saw something up ahead. Uh oh, better not pass. We started slowing down, slower, and slower until we were completely stopped. Road Construction...... and no cell phone service......

Kathy McGraw driving to Big River, Ca.

You can see by the picture that they were putting our transportation money to work by repaving this stretch of the desert . You can also see there is absolutely nothing out here, including cell phone towers. About a 1/2 hour later a Pilot Car came to guide us through. But now instead of my 75 miles per hour I have to go 25, 30.....but it's a nice day, so it's OK. I'll just be about 45 minutes later than I planned.....Wrong again!!!!!!

Hwy 62 Closed

After I finally get to the end of the road there it is, my turnoff, Highway 62 and 177 interchange. But what's wrong with this picture? It's CLOSED!!!!!!! Closed? Oh no, now what??? Apparently a train was spilling Propane across the road.....

"You will have to either turn around or go the other way." Great, just great!! And I am so close.....

Road to Parker Arizona

So I head to Desert Center, back to the 10 Fwy, towards Blythe, and down to the 95 south. I can now receive calls, at least for maybe 20 minutes. I received 2, and had to pull over!!! The day is just slipping by......

Finally I arrived at our office, in Big River, at 2 o'clock, more than 2 1/2 hours late! Everything I had planned is quickly tossed out the window; we have a crisis. Off goes the cell phone. I go through a certain file to see what issues might arise, in preparation for a meeting I had known nothing about. What happened to my planned day???

One of our transactions seemed to be the never-ending story of "What can go wrong will!" Two different Agents had given up. Their frustration level maxed out and they wanted to quit during the course of the Escrow. As the Broker I attempted to walk everyone through a successful closing. I wanted a closing where both the Seller and the Buyer were happy, or satisfied, and the Agents were satisfied as well. It wasn't easy, because we had no control over other people.

NO CONTROL.... that was my new theme.... I must have reiterated it at least a hundred times that day. However, no control doesn't mean NO RESPONSIBILITY......I am the Broker. It is my job to try to find solutions, and do whatever it takes to make sure everyone has done what they are supposed to, and that the clients have been fairly treated, listened to, validated, treated with respect, etc. etc. etc. As the Broker I am also quality control, counselor, financial adviser, and at times, chief cook and bottle washer. Whatever it takes....that is what I do, if it is within my Control!

Yesterday was a long day, a very long day. But at the end, around 8:30 pm, before making the long drive back home, I felt good. Our clients were validated, somewhat pleased with the results (we're not through yet) and the other people involved had someone to pass the buck to.....Kathy McGraw - Broker!!! I did what I could, what was in our control, and this is really all any of us can do.

As you see, I couldn't answer my phone :) :)

By: Kathy McGraw - CELLing Realty

Posted by Kathy McGraw, Riverside County CA Real Estate on 09/07/2007 08:10 PM

Comments (50)

big river ca, highway 62, broker, real estate, cell phone, kathy mcgraw, celling realty, clients

50 Comments on Why didn't you answer your CELL Phone......You're the BROKER and I Needed You

SEP

2007

Ditto~~~It's a challenge, but we kind of love it, huh? I'm going to try and fish tomorrow with my husband. We tried last week...but the cell phone got service on this ONE stretch of mountain higway and I answered it...

I like your statement, No Control does not mean No Responsibility. I stopped and changed my screen saver before making this comment.

You really want us to believe that?

If it weren't for the pics some might say you made it up while at the beach!

LOL ;-)

After working 7 days non-stop it seems for the last few months. 1/2 day breaks here and there. I have declared tomorrow a non- real estate day. I know I will be tempted to answer my phone, but I think I'll have my husband hide it on me. I told all of my clients that I will be out taking a full day off for a change. Most people understand that everyone needs time off. So I don't lie and say I have a previous engagement etc..

Lania,

I understand :) Normally my drive is very relaxing, and I get a sense of peace with no phone. it just so happened that circumstances kept the phone out of service for most of the day. Hope you enjoy your fishing trip.....maybe you can go another way :) :)

Lisa-

:) :) it is true..........we are the ultimate end of the line.

Kathy.... that is the biggest thing that so many people don't see. When things are out of your control. Try using this line, which gets people to laugh when they are stressed or that keep calling you. Me.. " Mr. Client, you know me, a good person.... I just can't be all to everyone all the time, because sometimes my cape (or superman's cape) is in the dry cleaners. ;o)

So, on another note.... looks like a lot of open space to build some new homes. ;o) Good post.

jefff belonger

Armando,

Funny, but true.....if it weren't for my trusty camera, I would never be able to prove it :) :) You should see the pictures I tried to take of the Pilot car, almost drove into the new asphalt :)

Kathy, I respect you and even though I have my Brokers license, I just could not take on everyone's problems. It is a calling.........

Kathy, That's one LONG day, even if you didn't hit any of those problems! I hope your other office is MUCH closer. I don't mind driving either but 5 to 6 hours of it would get to me...thanks for sharing your VERY interesting day!

Good thing you have photos to back up this story! <G>

Great post - sometimes we just can't answer the phone and sometimes we just shouldn't answer the cell phone.

I often have to walk my agents through the "shouldn't" part! Putting out a fire usually takes precedent over everything else,

Jeff,

Sorry, but I will have to use Wonder Woman's cape :) :) Yes, there is a lot of open space.....and I had so much time on my hands, I even took this picture of a prospective sale....this is on the 95 south, the detour :) My new office - maybe I will beat the new development.....

Kathy McGraw new office

Yes as a broker our job is never ending. But I love it and wouldn't want to be doing anything else.

Lori-

I totally understand about the 7 days with no time off...I stopped counting a long time ago. My treat is a "nap".....a siesta in the day, when I can get it. Working in the desert no-one is out looking during the middle of the day, so my hours are maximized to meet everyones needs. I have also been upfront, Escrow knows my nap time, and so do my clients :) :)

I just LOVE this job!!!!!

Missy- It isa challenge to take on so many problems, but my background helps me a lot. And we can only do the best we can, I'm just lucky I keep trying to make my best better, which in turns helps everyone else :)

Carole- It isa long day.....and if it wasn't for my little dog, I would stay overnight out there, but most times I have to do the round trip after working there all day. Oh, and my other office is just 5 minutes from my house, and Escrow is 5 minutes in the other direction. this helps, but when I have to go to the Salton Sea, or up in the mountains by Idywild again a lot of driving and without cell phone service.

Debi- Good strategy - yes, putting out fires is very important-for current clients, agents, and everyone else we're involved with. Sometimes we need to prioritize, and hopefully others will understand.

Linda- I love it too, even if it is never ending.......if I wasn't doing this I might just spend all day on the comuputer blogging :) :)

Kathy, I burned up a transmission in a company car on this very stretch of road. I didn't realize it was dying until the car decided to boycott input from the accelerator. And no cell tower. It does get warm out in your neck of the woods.

Mike in Tucson

Kathy - I liked this post a lot. I only have one office with about 20 agents, but I understand a lot of the emotions involved when you don't have control. Nicely written and well-documented, too! I subscribed to your blog a couple of days ago (maybe I already told you that - I can't remember). Check out my latest stuff if you have a chance!

Mike,

Your experience is one I pray never happens to me. I drive this at all hours of the day and night, and boy will I not be a happy camper if i broke down at night; with nop cell service. :) :) and yes, it does get quite warm, but in the Spring, and Fall it is beautiful....

SEP

2007

Jason,

Yes, the emotions...that is another post in itself. I haven't been as active on AR the last few days as we have been quite occupied with a few transactions, and trying to stay on top of trainings. But tonight I am here, my relaxing time. I think I worked enough yesterday, and today I have been working since 7 am, and it is now 10pm.....but I did sneak in here for a tich earlier to post this, and make 1 or 2 comments .......:) :)

Wow...what a day.... mine was something like that. .....I'll write about it when it closes....so close and yet so far ....

Anyway, good thing they have you around... to make everything all right. Relax....take a breather...and blog! That's what I'm doing tonight....

Sally,

I just wrote that on Jason's Post....I have been basically gone for 2 days....tired :) :) but tonight I am here....blogging, and trying to catch up with what everyone has written while I have been driving around.....

Kathy - That is certainly understandable. Glad to see you here tonight. :)

Kathy, I sympathize with your story! My commute between offices in Minnesota and Wisconsin takes me over a stretch of "no cell signal" that lasts for about an hour.

It must be "Murphy's Law", but many times when I am in that area, without cell service, something pops up that requires my immediate attention. Funny, but when I DO have cell service, I can go days at a time without any crises. Go figure..

Oh Eric, isn't that the truth. Before deciding to make the trip yesterday everything appeared fine, no crisis, then poof......just when I couldn't do anything about anything :)

"Murphy's Law" that is what should really be on our license.... At least as an addendum.

Jason,

Thanks, and see if you can move those wonderful Texas homes out here to the Desert....you see we have plenty of room :)

Kathy - Yes, it does look pretty open out there. I'll see if I can FedEx a couple of them to you soon.

Wow! I thought I had a rough day yesterday! You never know when you might need that camera. I have started carrying mine in my purse. Documentation, documentation.

Jason,

When you send me those huge homes with FED Ex, can you grab some extra wind insurance? Oh, but if you send one of those nice brick ones, that's OK.....most of our homes are stucco......so a nice red brick one will do, oh, and send the trees for staging......Thanks, :)

Ginger-

So true....I try to remember to take my camera, and the only reason I had it was to get some neighborhood shots of Big River. It did come in quite handy I would say, and the driver behind me must have thought i was nuts, but I wanted these shots :)

Kathy, Geesh when it rains it pours even in the desert. Oh this post dragged up memories of 29 Palms and none of them very good. Then the "Hills Have Eyes" scenes started flashing as I read on. Dang my phone isn't working either! Thanks for the photos it made everything come to life and put me in the seat next to you. When you got to the office I was right there with you trying to calm and reassure everyone. Some people will never be satisfied, uh-oh more damage control. Ain't life grand? Enjoy your weekend!

Toni,

Yes, having been stationed at the base in 29 Palms, I am sure you know this area quite well. Not all memories are good, but time puts different perspectives on things. Thanks for sharing my drive with me :)

Kathy - Consider it done. I will start on this Monday. :)

Jason,

Thank you very much. I will order my water meter for my nice new home.....wonder which cactus bush I will have them put it on :) Ummm, development is moving here, so I better hurry and get my piece of land before it too is all gone :)

Oh, and did you want a Broker to Broker commission split :) :)

Kathy - I will send it COD. Just send a personal check when you have some time. I don't think FedEx will charge that much, will they?

Jason,

COD??? Cancel my order please, I will stick with the cactus and stucco :) :)

It's already in the FedEx pipeline, so there will be a cursory charge of $20k to stop the process now. Sorry -

Kathy, great post. The pictures made it even better. Interesting that you had the foresight to take pictures. We went on a getaway for our 10th wedding anniversary last month. Wouldn't you know, my husband forgot the camera in the room. We are on a schedule so we couldn't go back to get it.

Always, have your camera handy.

Toni-

I am a photographer, and I will always take a picture of something different :) I knew I would take the picture when I saw this, just didn't know I would do the Post :)

SEP

2007

Oh Kathy, what a day! I respect broker owners. I could NOT do your job and I'm smart enough to know that and not attempt it. BTW, I thought construction zones were horrid in Michigan, the next time I think about complaining I'll remember your story and be thankful.

Kathy, Sheesh you are one busy gal! Plus it seems you keep your attitude in check. No wonder you are a success!

Kris,

I wish I had been smart enough to stay an Agent :) :) Not really, I like what I do, and the variety, but I do wish I had more time to work directly with clients.......

Diane- thanks ...and it's funny this kind of day is what I enjoy the most. Files and computer stuff is what I have to do also, but being outside, problem solving, and working with people- that is what I enjoy about being the Broker.

Kathy, wow , what a day you had....I'm glad it all turned out ok. This story was wonderfully written...I felt like I was right there riding along in the desert with you.

It sounds like you've got a lot of responsibilities...I don't think I want to get my broker's license, or if I do, I don't want to run my own office.

Jo-

Yes I do have a lot of responsibilities, and running our own office isn't all that it's cracked up to be. The drive out to Big River is normally one I enjoy.....I enjoy the long stretches of open space, and the peace and serenity it affords. So glad you could take this jouney with me, thank you.......

SEP

2007

Kathy,

What did we do before cell phones??? Interestingly, it wouldn't have changed that day for you much at all. But after reading Mike's post, I'm glad your car is in good shape.

Colleen

Colleen,

Oh, you and me too.....if my car wasn't in good shape, I am not sure which road I would use :) And I was wondering the same thing...what did we do before cell phones? They left us a message, just like this day .

Kathy - I used to work with a guy who started in real estate in the early 70's, and he described carrying rolls of quarters and a pager with him, so that he could stop at pay phones to return calls throughout the day. Hard to imagine! What about no email? No computers at all? That gives me a blog idea....

Jason,

I remember carrying the pager, and yes, quarters too.....will wait for your blog :)

Kathy - I didn't have a cell phone when I first started, but I got one shortly thereafter. I remember it (literally) used to make my head hurt to use it. How long have you been in the business? Just curious -

Jason,

I got my license in 2004, a couple years after coming back to the States. I was in the Peace Corps for almost 4 years, and didn't want a 9-5 job :) I wanted to use my skills working with people, and Real Estate just sort of happened :)

That is how I view my business as well. I try to see it as an actual service. If you help people in this way, it always comes back to you.

SEP

2007

Kathy I feel your pain. It seems that most of our clients seem to think that they are the only one we work with. But thats ok....we try to let them think that at times because service is the name of the game. Most understand when we don't answer immediately, but can get upset if we don't call back within 30 minutes or so. Who knows maybe we are setting their expectations to high when we first start working with them.

It may work the same way with email. I believe some of my clients thing that I sit in front of my computer at lease 20 hours a day. Oh well its a great profession most of the time even with the demanding clients.

It can be frustrating though.

Thanks again for asking about our new grand daughter. Photos will be forth coming.

Dave,

Thank you for your comments.....they make a lot of sense. In our Profession we have many responsibilities, and cannot be all things at all times :) i will be looking forward to the picture, I know3 you're proud.

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