When dealing with customers all agents know that customer service is the key to success in any client-driven industries. However, many agents do not apply that when it comes to working with other agents. I know that we are in competition with each other for that elusive sale, but do Realtors have to treat other agents with disdain and disrespect?

The answer to that question is no!  I had a property that was listed and it was falling out of escrow, due to loan issues, and when I asked for cancellation instructions I got the run around with no calls back or response to e-mails. I finally had to call the broker to get the cancellation instructions signed from him.

This is a minor thing, but what if this was a customer and not an agent. Would they continue to come to you for business? I think not!  I try to live by the rule, treat the customers how you want to be treated. This can be applied to all aspects of life, but with buying and selling real estate this is essentially true. Why can't we all get along with each other and be courteous, while at the same time, trying to get an edge on our competition.

 
Post is included in group: Realtors®
Post is included in group: Real Estate Rookie
Post is included in group: PART TIME AGENTS

23 Comments on Customer Service is Key when working with agents

MAY
23
2008
436,264 Points 2 Featured Posts Outside Blog

Hey, Matthew. I agree, why cant we all get along with each other. We know what each other goes through and we should always treat others as we wished to be treated. Have a wonderful weekend, Jim.

10:57am • #1

I so know what you are talking about.  It is even worse when you are a newer agent dealing with a seasoned agent.  I thought the bottom line was to complete the transaction.

7:21pm • #2
MAY
24
2008

Hi Matthew, I agree , Customer Service is Top Prority! Our customers are the best source of referrals. Giving 110% of Customer Service will always go a long for all parties involved and the more communication that can be conveyed, the easier the transaction is. Have a great day !

9:39pm • #3

We should all try to get along with each other,treat me the way you want to be treated, and Ill do the same for you.

9:57pm • #4
MAY
25
2008
217,253 Points 2 Featured Posts Outside Blog

Matthew~True Professionals act the way you spoke of.  There is NO EXCUSE for any other behavior.  Those that act any differently should be ashamed of themselves.   

10:15am • #5
MAY
27
2008

Matthew, I completely agree with you.  We all need to treat everyone with respect.

3:55pm • #6
MAY
29
2008

Matthew...Competition is good for everyone...bad behavior is good for no one.

4:10pm • #7
MAY
31
2008
141,218 Points Outside Blog

Matthew, good point, nothing like burning a bridge with a future agent relationship.

4:11pm • #8

I totally agree with you. We all have the same goal in mind and it all works best and much easier if we treat each other good and help out if needed. What's so hard about just being nice and polite. And quite frankly, if I have a good transaction with an agent, I am more likely to show their homes in the future.

11:07pm • #9
JUN
02
2008
138,928 Points 8 Featured Posts Localism Sponsor Outside Blog Hit Router

Matt - I agree - in the big picture, we are all in the same profession, we should be team players.

3:10am • #10
JUN
04
2008
169,335 Points 2 Featured Posts Outside Blog

Matthew:  I agree with you completely.  I believe in teamwork even if we are competitors.  I like to do what I can to make it a "win win" for everyone.

7:22am • #11
JUN
09
2008
159,499 Points 15 Featured Posts Outside Blog

And here I am Matthew....on your blog now -

Your point is so true! Don't agents rely on each other for business listing agents need buyers agents and vice versa? I cannot understand disprespect and rudeness even if things don't turn out your way - you may be crossing paths again and I'd rather have a good feeling about someone than dread.

3:23pm • #12
139,858 Points Localism Sponsor

I agree.  We need to create a collegial working community.  It makes everyone's life easier if our dealings with each other are pleasant and professional.

7:20pm • #13
JUN
10
2008

Hi Matthew, I agree.  I have had this experience as an agent dealing with another agent and also as a customer dealing with an agent.  Most of the time I can't reach an agent but if I do, I'm treated with disrespect.  In the case of not reaching the agent and leaving a message, my calls aren't returned.  Like I mentioned before, I have had this experience as a client and agent.  I'm a newbie, and it blows my mind that clients will put up with this lack of professionalism in exchange for a bit of experience.

9:49am • #14
Outside Blog

Hi Matthew, I agree.  I have had this experience as an agent dealing with another agent and also as a customer dealing with an agent.  Most of the time I can't reach an agent but if I do, I'm treated with disrespect.  In the case of not reaching the agent and leaving a message, my calls aren't returned.  Like I mentioned before, I have had this experience as a client and agent.  I'm a newbie, and it blows my mind that clients will put up with this lack of professionalism in exchange for a bit of experience.

9:53am • #15
JUN
26
2008
239,280 Points 56 Featured Posts Localism Sponsor Outside Blog

Matthew, thank heavens it is usually only a small percentage that act like that. I don't think they realize that it is not in their best interest. They never know when they will meet up with you again and it's always best to act professionally in our business whether it is with a client of another Realtor...frankly with anyone!

1:06pm • #16

Matthew,  I think part of our business is our professionalism to everyone on the "transaction team" - inspectors, escrow officer, loan officer, and of course, the other agent.  Thank you for reminding us all.

10:22pm • #17
JUL
04
2008
855,214 Points 68 Featured Posts Outside Blog

I know as soon as I get done with the one transaction I'm in that I will never put an offer in on a property with this agent again as it has been the most difficult transaction I've ever had because of the other agent. It amazes me that they don't think of us as clients either, but if you are not liked, it can cost you just as much business as if you are mean to a client.

Todd Clark, Helping Families Home - www.IFoundYourNewHome.com

12:15am • #18

In any transaction, both parties have something to gain and/or lose by either working together or by making things difficult for each other.

9:33am • #19
JUL
05
2008
159,695 Points Localism Sponsor Outside Blog

Matt,

Co-operation and fair play make for a good transaction.....when everyone wins the deal is good.

7:51am • #20
JUL
06
2008

Customer Service is part of my kuliana!   It is far too easy to feel antagonism to a "dumb question" from a client, or to react harshly when they do something "stupid".   STOP, wait a moment and give professional service with calm!   Other agents deserve no less!   It's a small world!  Kai

1:12pm • #21
JUL
27
2008
353,749 Points 38 Featured Posts Localism Sponsor Outside Blog

Matthew, Over the years, I have been the agent that other agents use for themselves (when they "retire") and for referrals from their friends and family. Why because I treated them with the respect you mention.

3:40pm • #22
SEP
23
2008
Localism Sponsor

You are so right, Matthew.

As a listing agent, I consider the buyer's agent a professional and a colleague (of course), but when you think about it - they can be considered a "customer" as well.  When you are marketing to other agents, you are wanting them to see you and your product above all others as being one of the best to promote to their clients.

Seriously, the golden rule (as corny as it sounds) is the way to go.  These agents with their little ego trips should give it up and truly think of others.  They'd be so much happier.

12:12pm • #23

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Matthew Zgonc, Realtor, CFS, CVS

Modesto, CA

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