The follwing is excepted from an email I sent my association pro standards person today.
Open competition might actually help produce a better service product. Instead of worrying about how soon we have put a listing into the MLS, or what self promotion we have in the listings , or why an "auto sold " listing can create fines, lets raise realty to a new level. If agents knew they can lose the listing, they would perform better and brokers would do quality checks.
There is a lot of talk about ethics these days but I am emailing you because I think this industry needs to learn more about customer service.
I have 25 years experience working in Home Depot (retail) and understand customer service is key. The NAR code of ethics is not customer service friendly
In the past few days I have experienced:
In case #1
Agent says deadline for offers is last Wednesday. Property is still on hold as of today. Agent, has no contact number in the MLS and does not answer her email. I wanted to discuss my offer's merits. My buyer gets discouraged because I cant get her an answer on it. Her only other email is for offers.
In case #2
I request to another agent on Saturday 430 to show property on Sunday . She says that is fine. Yesterday before showing I verify MLS... Property is on hold . I look up history and it was changed 730 pm on Saturday (why could not she text me back to cancel?) It text her and she says go ahead and show, but sellers are reviewing offers . At the property, I actually have my buyer sign the offer and text listing agent my offer is incoming. She says seller accepted an offer. I texted her about why did she tell me to show ? After texting back and forth , she calls me and explains showings got out of control (agents taking keys and showing late, etc.) and seller told her to hold.
I eventually sent offer anyway which is my duty.
In Case 3#
A neighboring seller visits my open house and laments her agent is late (no phone call) . I always call if I'm running behind.
I eventually visit the competing open house to check on things and see that the home is cluttered and not ready at all to show...toys and a batting cage in back yard. House is really not ready to go. Naturally I don't criticize the agent.
What I see is this... a better opportunity for service.
Yet because of NAR I can't tell the seller I can do a better job.
This is NOT SERVING THE CUSTOMER
Cell phone companies always do this to each other and have even offered to buy out the customer's contract sometimes.
- Why cant an agent manage showings much better?
- Why do agents not price property correctly? (Low pricing to create buyer interest is a disservice because it creates a feeding frenzy and disappointed buyers .) Id rather price it high and come down , contrary to training. (In addition to this, Short sales, the bank usually approves a much higher price which is realistic)
- Why cant agents actually provide a means of communication that is effective?
- We need to be able to compete and give the clients an expected premium level of service.
I wanted to bring better customer service standards to this business by joining the board twice but was never selected.
Maybe provide for a fine or pricing penalty if the best offer is more than 2% over list price from the agent's commission.
I hope to hear from you concerning these matters. We need to improve everyday operations and give service that elicits " a champion relationship" with our clients. This was all in in the last TWO DAYS!
Its not all about US.