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Agents Spend Too Much Time Servicing Their Clients

By
Real Estate Broker/Owner with Franklin Homes Realty LLC

Agents Spend Too Much Time Servicing Their ClientsI try to watch at least one training webinar a week. The majority of these webinars deal with ways to grow our business. Tonight as I watched one of these webinars, the agent who was being featured made the statement, "Agents spend too much time servicing their clients rather than going after new business."

I'll admit I am one of those agents. I don't have an assistant. I am the listing agent, buyer's agent, chief marketing officer and everything in between for this brokerage. Right now, I'm involved with several transactions; three of which will close in the next two weeks. Hallelujah! I referred out business earlier this week because I was servicing clients. Does that make me a bad agent?

Should our business be about getting the next listing? Or providing good service to our existing clients? Can we do both? Or do we have to choose one or the other?

I opened an independent brokerage earlier this year. I got off to a rocky start between delays due to lost paperwork at the real estate commission and Tom's bi-lateral knee replacement. Even so, I'm on track to have my best year ever. All while providing excellent service to my clients.

I spoke to a listing agent of a home my client is purchasing. His team will complete 300 transactions this year. However, whenever I contact this agent with a question or send an amendment for signatures, I know it's going to be five or six days before I get a response. Even then, I have to ask him for the document several times before receiving. That makes me look bad with my clients. They think I've forgotten to respond to their questions or neglected necessary documents. When in actuality, the listing agent hasn't responded.

Is that the kind of agent I want to be? Absolutely not. If my clients call with a question, I want to get an answer to them quickly, not five days later. Five days is an eternity for buyers and sellers. 

Will I miss out on business because I'm servicing clients? Absolutely. Should I care? I don't think so. 

One of the great things about real estate is we have the freedom to create whatever type of business we want. If I can't have a life beyond real estate because I'm always pursuing the next transaction, that's not a life I want to live.

Do I want my business to grow? Of course, but not at the expense of everything else; including the servicing of my clients.

That means I'm not going to do $40 million in sales next year. Shoot, I'm not going to do $20 million in sales. Do I care? No. I'm happy doing half that business. 

What do you think? Do agents spend too much time servicing their clients? Do we have to choose one or the other? Or can we do both?

Photo courtesy of freedigitalphotos.net/imagerymajestic

Posted by
Tammie White, Managing Broker/Owner
CLHMS, CRS, GRI, SFR
Franklin Homes Realty LLC
Franklin, TN
(615) 495-0752 
GET REAL. GET LOCAL.
 
This posting with the content written here and photographs displayed are the intellectual property and opinions of Tammie White of Franklin Homes Realty LLC. Any party who uses this material without the written permission of Tammie White is subject to copyright infringement and possible lawsuit.

Comments (140)

Lizette Fitzpatrick
Lizette Realty - Richmond KY - Lexington, KY
Lizette Realty, Lexington KY MLS - Kentucky Homes

I agree with you. I do it all myself too in my own independant brokerage. Sure, I might not make as much as those with a team, but I am highly efficient and motivated. My bills are all paid each month and I have some free time as well. There's more to life than bragging to everyone through marketing that I'm closing 2M in deals each month. Enjoy each day and just do your best! Great clients will find you.

Sep 01, 2015 10:27 PM
Cindy Winkler
RE/MAX Stars - Wentzville, MO
Your St. Louis Metropolitan Real Estate Resource!

And if you divide the total business done by these groups by the number of agents it takes to accomplish same, many times we independent people equal or exceed that output.  Not always, of course, but many times!!  Great post!

Sep 02, 2015 12:14 AM
Christine Faeth
The Faeth Team - Ann Arbor, MI
"Helping You Make the Right Move"

Doug Rogers Very true!

Sep 02, 2015 12:20 AM
Barry McCormack
Ultimate Homes - Autaugaville, AL
Homes in Spain for your dreams

Take care of your clients, and your clients will take care of you - the only way to have a constant stream of referals

Sep 02, 2015 12:24 AM
Anna Hatridge
R Gilliam Real Estate LLC - Farmington, MO
Missouri Realtor with R Gilliam Real Estate LLC

While I agree with you we all need to provide the best service possible to each and every client, I am often faced with do I answer the phone or continue the conversation with the person sitting in front of me. I do return call, I do return documents, and I do follow up.  My seller may not use email and I will let you know to allow extra time for response.  It is all about making it work for you and your clients. 

Sep 02, 2015 01:02 AM
Mery Fernandez Empire Network Realty Luxury Brokerage
Empire Network Realty INC. - Orlando, FL
The Rise of An Empire, Let's Build Yours!

Hello and congratulations on your featured blog post! Well done and hope to see you have many more featured post. 

Sep 02, 2015 01:16 AM
Sylvia Jonathan
Coldwell Banker Platinum Properties - Irvine, CA
Broker Associate, SFR

High volume agents are a pain in the rear to deal with when you are on the opposite side trying to get things done. I can just imagine how THEIR CLIENTS feel when they dont get a call back.

Sep 02, 2015 05:36 AM
Victoria CB Trees
Victoria CB Trees Real Estate Services - Chiloquin, OR
Principal Broker

Excellent post!  There are some clients that are total time sucks and have to be limited... but otherwise, yes, I agree, take on only as many clients personally for which you can do the best service, and refer out the rest.  When I have to refer someone out, I do the initial footwork of getting their info and do a search for them, but then hand that over to an associate to take over so the client doesn't feel "sifted" if you get the drift.  That works really great, so far!

Sep 02, 2015 08:53 AM
Steve Higgins
RE/MAX Kelowna - Kelowna, BC

Hi Tammie,

Good post. I have to admit I am one of those agents also. I believe in great customer service. I am slowly learning to add balance.

Sep 02, 2015 12:10 PM
Tammy Adams ~ Realtor / Podcaster
Maricopa Real Estate Co - Maricopa, AZ
A Maricopa Agent who Works, Lives & Loves Maricopa

I tell people all the time we are in a Service Business. We just happen to sell homes. 

Sep 03, 2015 04:07 AM
Sonja Patterson
Keller Williams - BV - College Station, TX
Texas Monthly 5-Star Realtor Recipient for the Hou

 Service with a smile. :) Prior to becoming an agent in 2008, I used two different high-volume agents on two different home sales.  Communication was almost non-existent with the 1st agent.  Second agent was better, but his staffer assigned to our listing was taking care of the buyer more than us...Long story.  

Sep 03, 2015 08:44 AM
Karen Fiddler, Broker/Owner
Karen Parsons-Fiddler, Broker 949-510-2395 - Mission Viejo, CA
Orange County & Lake Arrowhead, CA (949)510-2395

For me it comes down to quality of life and being able to sleep at night. I do the best I can for each client. Could I make more if I didn't? maybe, but I love my job and my reputation. 

Sep 03, 2015 08:48 AM
Hank Dugie
Brockway Realty, LLC - League City, TX
Mr. League City

Glad to hear your young brokerage is doing well in such little time! Keep it up!

Sep 03, 2015 09:56 AM
Sharon Kowitz
CRS-SRES-ABR-GRI-E-Pro-CREN ~ COMPASS RE - Cary, NC
Cary, NC Relocation Specialist ~ Buying or Selling

That's a tough one, but a great post! I think it completely depends on the agents personality to how many clients they can take on and how well they time manage. I give every client the most attention and care I can. I do have a team that helps me with marketing, writing contracts, paperwork, etc. But I handle all my clients personally and they never know what happens "behind the scenes." This helps me to ensure my clients are happy and get everything they need! I get a lot of referrals from past clients and repeat business as well. Don't try to do more than you can because everyone suffers, bottom line!

Sep 03, 2015 01:40 PM
Olympus Executive Realty Inc.
Olympus Executive Realty INC. - Orlando, FL
Home Of The Top Producers

Congrats on your featured blog, hopefully you can keep them coming, topics that are featured take blogging talent!

Sep 03, 2015 02:18 PM
Bob Crane
Woodland Management Service / Woodland Real Estate, KW Diversified - Stevens Point, WI
Forestland Experts! 715-204-9671

Great post Tammie, it is a delicate balance that we need to maintain as we focus on the various important parts of growing our business, working on our businesses and working in our businesses.

Sep 04, 2015 03:32 PM
Nancy Hankin
RE/MAX Real Estate Consultants - Palm Springs, CA

Unfortunately, many businesses today have lost the art of SERVICING their clients. It's all about making a bigger profit and streamlining business to the point that many businesses have forgotten how to take care of the customer. Many years ago I made the decision NOT TO BUILD A TEAM. Instead, I service my clients and this has resulted in good repeat business from clients and from REFERRALS from other Realtors. I try to "Work Smart" by out-sourcing where it is helpful to free up my time. I have had the same Virtual Assistant for 15 years and have only seen her twice. I also use a Transaction Coordinator for my paperwork. My website is "key" to attracting buyers because I work in a second home, vacation home, retirement resort area. I hire others to watch over and maintain my website, yet I am "Captain of My Ship" at all times. If you are young and enjoy working with others, and want to build a team...then go for it.....but if you prefer working by yourself, think about out-sourcing. It will help free-up your time so you can service your clients as you choose to.

Sep 05, 2015 01:12 PM
Marilyn O'Donoghue
Long & Foster Avalon - Avalon, NJ

I, too, am a full service agent!  I do think there are times I do too much.  It is the way I am wired, I suppose.  

Sep 13, 2015 06:20 AM
Dana Hollish Hill
Hollish Hill Group, JPAR Stellar Living - Bethesda, MD
REALTOR * Broker * Coach

Yikes! 5-6 days of waiting can mean a contract goes void. Client service is everything and being responsive to all parties is very important. Time is of the essence. 

Sep 20, 2015 11:41 AM
Endre Barath, Jr.
Berkshire Hathaway HomeServices California Properties - Beverly Hills, CA
Realtor - Los Angeles Home Sales 310.486.1002

Tammy I am with you my clients come first and everything else gets done later...somehow I manage 15 listings and an average of three Escrows without any help like you... and still manage to answer my phone, respond to my emails and even have time to play on Active Rain... well if that costs me some new business SO BE IT!!!Endre

Nov 02, 2015 02:11 PM