Showing Companies, Appointment Desks and What Not to Say!

By
Real Estate Broker/Owner with Heart Realty Group, Inc.. IL-471.002355

Call me petty, but when I have to call any of the many showing companies to set up a "showing" why is it that they always ask - How can I help you? or What can I do for you? or a variation of that?  So after I surprise them and tell them that I want to show such and such...why do they ask my name...and then...what do you want to show and when do you want to show it?

Plastic Phone

Would it not make better sense to say" Thanks for calling, what is your name, give me your showing pin:"...and then actually listen to the name of the property that I want to set up an appointment with?

Probably its safe to say that 98% of the time a realtor is calling  a showing company is to .... set up a SHOWING...NOT TO ORDER A PIZZA OR CHIT CHAT ABOUT THE WEATHER. 

So cut to the chase...if I have been waiting in line because volume is up or because the last agent was too busy munching on something and they dropped my call, I really don't want to hear "How can I help you" since your only job is to set- up showings and perhaps once in a while take a complaint or get other directions regarding a showing.

Please listen to me the first time and don't make me repeat myself several times because you are not payting attention! Please speak distinctly, stop chewing gum, eating granola bars or speaking to your best friend while trying to get my informaton.   Please attempt to pronounce my name if I correct you or admit you have problems with "foreign" names.

It's amazing where you can get insperiation for a blog post!

Posted by

Evelyn Santiago

Managing Broker - 630-251-0059

Heart Realty Group, Inc.

We are Passionate About Real Estate!

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Rainmaker
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Sheila Anderson
Referral Group Incorporated - East Brunswick, NJ
The Real Estate Whisperer Who Listens 732-715-1133

Hello Evelyn. This would be funny if it weren't so true. Frustrating....you bet. Too bad there isn't a viable company providing real service.

Sep 10, 2011 12:47 PM #1
Rainer
56,060
Teresa Tedder
Carolina Realty of Wilkes Inc - Wilkesboro, NC

Wow!  It sounds like you are at your wits end! It sounds like it can  be very frustrating to be speaking to these companies.  I really dont like it when I call a company and they take complete control of the conversation and make me answer 10 questions before I ever get to tell them why Im calling.  Maybe you need a help desk to call the help desk.  Then they can annoy each other on each agents behalf without either agent having to make a call.  Then they can just text the confirmation along to both parties once they have spent 20 minutes on the phone repeating themselves to each other.

 

Sep 10, 2011 12:51 PM #2
Rainmaker
254,077
Evelyn Santiago, Managing Broker Heart Realty Group, Inc.
Heart Realty Group, Inc.. - Oswego, IL
Passionate About Real Estate & Our Clients!
Teresa and Sheila, i am not upset more than irritated. The concept seems so simple yet not one of the companies seems to get the process right. I can understand why they are being used because those agents with lots of listings may not be able to deal with the volume of calls but the agents just need better training so the process is smoother. Its the small details that can give the right or wrong impression sometimes.
Sep 10, 2011 01:58 PM #3
Ambassador
2,540,715
Chris Ann Cleland
Long and Foster REALTORS®, Manassas, VA - Bristow, VA
Associate Broker, Northern VA

I know what they want and as soon as they answer I tell them my "showing code", name and company and then get right to the properties I want to show.  Somehow it's never bothered me that they ask how they can help me.

Sep 10, 2011 04:53 PM #4
Rainmaker
254,077
Evelyn Santiago, Managing Broker Heart Realty Group, Inc.
Heart Realty Group, Inc.. - Oswego, IL
Passionate About Real Estate & Our Clients!

Chris:  I have tried doing that but since they are focused on their "script" I end up repeating everything.  Unfortunately, not every call center agent is trained to listen instead are more focused on getting that "script" right. 

We all have little pet peeves and this is just one of mine...which I am working on "letting go".  Thanks for your comment.

Sep 12, 2011 10:12 AM #5
Anonymous
Former person who may have annoyed Evelyn Santiago

We ask the questions that we do because our companies require us to.  CSRs are not empowered to change corporate policies. If I personally had that power, I would not be taking calls from hateful, unprofessional realtors. I'd be soaking in the sun in the S. Pacific.

 We have to follow a script, whether you like, I like, whether whoever likes its or not.  And for your information, we get MANY different calls for many different reasons.  You sound like a very self-important person.  You are.  But only to yourself!!!  Sellers call in wanting to ask all kinds of questions, listing agents call in to check on appts. they have forgotten about or to check their calendars, to ask who has seen their properties, to give showing instructions, to make changes on their listings etc.  Appraisers are calling, inspectors are calling in, etc. Why would you assume that the people calling in are just the buyers agents wanting to make appointment? 

Dec 30, 2012 12:17 PM #6
Rainmaker
254,077
Evelyn Santiago, Managing Broker Heart Realty Group, Inc.
Heart Realty Group, Inc.. - Oswego, IL
Passionate About Real Estate & Our Clients!
Thank you for enlightening all of us hateful unprofessional realtors who call your company to set-up appointments so that your clients (other unprofessional hateful realtors) can get their listings shown and hopefully sold. Perhaps your company should have a separate number for status calls and non showing issues so that showing agents would not have to wait. Thanks for providing another reason why not to use the services of a showing appointment company. I will now go bask in the rays of my self importance along the gulf off Naples FL. Perhaps a job change should be in your future in 2013 since it does seem that you enjoy your current one.
Dec 30, 2012 12:47 PM #7
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Rainmaker
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Evelyn Santiago, Managing Broker Heart Realty Group, Inc.

Passionate About Real Estate & Our Clients!
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