Open Letter To The Student: Keeping it Friendly, Keeping it Real...

     A professional has this conversation (when are you available for previewing houses?) at the outset of the relationship.  

     Granted, there are people who have very limited windows to preview houses (corporate execs, shift workers, cops).   If you had learned at your first meeting that this buyer can only look at houses on your "date night", then you should have referred them to another agent.

Great blog, great advice, nice graphics.
Time off is essential.

Help yourself by setting the stage for success by meeting with each client before "the search" starts and clearly get the relationship "agency" off to a great start.

I think some people are hard-wired to give service through considerate action.

I'm thinking of the many new agents who write me to inquire about having an agent bio written. Some of them write back immediately and say "Fine, where do we start?" Some - likely the ones who can't afford it - don't bother to reply.

And then there are those who can't afford it quite yet, but take the time to write and tell me so, while thanking me for my response. I always write back and tell them that I believe that simple action is a sign that they will make fine agents. Consideration, follow-up, responsiveness - all signs of an agent who will provide exceptional service.

I like the sports analogy, Thomas (naturally) .. It gets your point across beautifully.
Even after 40+ years in this business, I still struggle with the "setting limits" thing. Believe me, there have been a few discussions over the years between myself and my wife about my "struggles" with this issue. It makes me remember (once again) how invested SHE also is in my business, my clients, and the service level I deliver. Understanding ... doesn't begin to explain her contribution. I continue to be a work in progress on this issue ...
Gene

Congratulations on the well deserved featured post. Thanks for sharing. I hope others  will read it and learn.I love the post.

 I enjoyed this post.  I have bookmarked it for future reference as I struggle with some of these issues.  I am all about customer service and building relationships. Although it can be exhausting, for me there isn't any other way to operate.

I agree that one can do things correctly without doing them well. Nice blog!

Thomas, thank you for carefully discussing our responsibilities towards the consumer.

I am fully in agreement that limits must be set. I turn down listings when the Seller and I can not agree on critical terms.

It is physically and emotionally expensive to not set limits.

Thanks

Service is something i write about often. Different companies and different agents have different thoughts on service. Some models go with the least amount possible, discount services and some with little to none. I am on the end which offers more service, a better service and relies on happy clients referring their friends, family and co workers to build my business. Servce is not a given, it is certainly not equal and can differ greatly from agent to agent. 

Good post, it is easier to create good habits than replace bad ones, but also remember sometimes you do need to be flexible and that is what can provide the wow experience for the customer when you provide service above and beyond what they are expecting. I am sure many of us can tell stories of how we missed family events for that showing that could not wait, and it did not end up being a sale.

Thank you for reminding those brand new agents that "service" is the key word for our profession... Nowadays there are so many online sites that provide the information that was once our well guarded resource, but the service we provide is the value that we bring to the table. Aloha!

I do wish that clients had more respect for our time.  When someone expects me to be available with five minutes notice--that creates uncomfortable feelings. The clients that actually understand and appreciate that I do have other customers and personal events scheduled every day--I will jump hoops for them when I can.  Usually I do explain up front that I am working with several pp, in various stages of the process within the first couple of times meeting them.

Thomas excellent and very wise advice. There is so much for almost agents and new agents to learn and most of it they didn't learn in real estate school.

Awesome post and great advise. Boundaries really stood out for me. Didn't have any when I started in this business. Not a problem now. Oh, I'm sorry but I already have an appointment on Saturday evening. How about Monday afternoon or would Tuesday early evening be better?  You don't have to tell them your appointment is Date Night and it's none of their business anyway. If they respect you as a professional, they will reschedule. 

Congrats on the featured post and telling it like it really is!

Spot on!

 if all you do is your Fiduciary Duty, that's fine, it's not memorable, it's adequate at best and really won't inspire much referral business. People do not refer adequate, they refer amazing!

Great post Thomas J. Nelson, Realtor,CRS,ePro, applies to all of us. If we don't set boundaries and have no respect for our personal time, we can not expect our clients to.  

Dear Thomas,

Most things are spelled out on forms, so we do not forget to say them. Others, because someone else wanted to be cute & do something, illegal, unethical or both.

Well said. There is indeed a big difference between do what is required and doing what gets you business!