I'm A Professional, And My Time Is Extremely Valuable

My apologies for not getting to this sooner... do I have to sit in detention for being tardy?

I can honestly say that I'm completely blown away by the response this post has generated!  Had I known what I was getting into, I probably would have waited a couple of days before posting it.  Yesterday, I attended a Professional Standards Workshop being held clear across the state (in a hotel that, of course, was having issues with their wireless internet service) and was unable to read all the comments until last night.  Rather than spew out a bunch of nonsensical replies, I decided to wait until this morning when I could "hit the blog running" with a little more clarity and a couple cups of coffee in me. 

Before I go any further, it bears repeating that this post was based upon feedback from regular folks who are not in the real estate industry.  I asked them what they valued most, and this blog post is a compilation of their responses. 

As Michael Cole pointed out, it's not so much about "time management" as it is about "attitude" and the message we send and how it is received and/or perceived by the public.

Okay...I have my work cut out for me.  Thank you for your patience, for taking the time to participate in the discussion, and for generating enough buzz around my little post to earn me a gold star!  I'm not totally clear on how posts get featured, but I am honored and most appreciative.

Thank you all (yep, here it comes...) for your time! ;-)

Carla--Thanks for commenting.  As the saying goes, "there's more than one way to skin a cat." (icky, but I think you know what I mean!)  By asking people what's important to them, we're better able to deliver the quality and professionalism they seek.

Jason--I think we need to be mindful of the fact that what we may consider "safeguards" can be seen as "barriers" by consumers.  I do appreciate your comment.  Regarding taking an overpriced listing...it's not just silly, IMHO it's irresponsible.  (another topic for another day!)

Heather--BINGO, baby!

Sheila--I'm glad you agree.  And it's the exceptions that keep things interesting, right? ;-)

Rita--Buyers, Sellers and Agents come in all different flavors.  It's a whole lot easier to determine which type they are when we establish some sort of rapport with them.  In my experience, the vast majority of people understand when we explain that we have other commitments.  I think it's a bit presumptuous to expect them (be they buyers, sellers or agents) to accommodate us if we aren't willing to do the same for them.

Julie--Thank you so much--for wanting to share this with your team and for your kind words.  I really appreciate it!

Kelly--I don't think you are in danger of ever "being there" LOL  Thanks very much for your comment!

Lane--I think we agree in principle (although perhaps not in the delivery?)  I believe clients and customers will value our time even more if we reciprocate and validate their right to expect the same.

Julie--I know what you mean.  You never know when people you've touched are going to come back to you seeking your assistance.  I firmly believe that if you love what you do, people pick up on that and that enthusiasm is contagious! 

Bob--Your points are simple but so very important!  Thanks for sharing them!

Dean--your pennies are welcome, appreciated and also "right on the money"!  I've found that the time-wasters often "out" themselves fairly early in a relationship.  However, I've also found that many folks who appear to be time wasters at first blush are, in fact, just unsure of how the process works and are extremely appreciative of my taking the time to explain it to them.  Thank you so much for sharing your thoughts here.  (on a side note-I think I may be in your neck of the woods in a week or so...Lake Forest...is that near you?)

Drew--And if we strive to keep a balance between us and our clients/customers rather than a power struggle, I think that's healthier for everyone.

Isaac--The better we understand our client's needs, the better equipped we are to help them with what can be one of the biggest events of their lives.  I appreciate your comment...thanks!

Kent--You and I do not disagree on that.  I think I get more questions from people regarding agency relationships than anything else.  As far as "predator realtors", it's unfortunate, but I think the biggest losers in that deal are the clients/customers.  For me, whether they are a client or a customer, they are more than just another tally on my quota sheet.

Margaret--There are indeed many approaches to conducting our businesses. I think the key is to take time to treat people as the individuals that they are.  And I agree all should be treated fairly, not just because it's the law, but because it's the right thing to do.

Lisa--Experience can definitely play a big role in how we are able to manage our time with clients and customers (and yes, the tire-kickers, too.)  Your comment regarding folks who conveniently "forget" their contractual obligation to another agent...a good illustration of why it's worth our time to sit down and have a meaningful chat to get to know these people and how they tick.  The truth usually comes out sooner rather than later, especially when you treat them with honesty and respect.  Thanks for your thoughts!

Christine--Is there anything better than the smile and look of excitement in a FTHB's eyes when they finally get all those documents signed and the receive their keys to their new home?  I remember feeling that way myself...and I'm always delighted to relive it with my 1^st timers.  It's a big deal, and I'm glad to be part of it.

Tristan--Nah..not too sappy!  ;-)  The same could be said for other professions, too.  If we take great care of today's clients, they're going to refer you to the people they care about, which will lead to continued business tomorrow. 

George--Jennifer Allan responded much the way I would have.  I have even taken folks to see properties that I know they couldn't afford...yet...so they could  see the differences between price points.  I've had them decide to wait until they could make the jump to a higher priced property, and also had them recommend family/friends view a particular property that they may not be able to afford but believe the other people may be interested in.  As an agent in my area often says..."unseen is unsold".

JB--As I believe I commented above, I would not consider submitting an offer without a pre-approval or proof of funds.  And my clients know that because I've taken the time to explain what would be required.  You're so right about listening...if we don't, how can we know where our clients are coming from and how we can best help them?

Bill--Thanks for your comments.  In my area, judging folks by what they wear is a HUGE mistake...the guy in flannels and jeans may well be able to buy and sell you and me without blinking an eye!  Your "huge deal" IS a huge deal to your buyer.  You helped him realize his dream of owning a home. Seeing the joy on his face is really what it's all about...and you so obviously get that.  I'm sure you'll go far in real estate and leave a trail of very happy clients in your wake!

Michael--Great to hear from you!!!  Thanks for clarifying...I think a few people didn't quite get that, and I appreciate your shining a light on my point.  Your investor friend is absolutely right...you hang with some pretty smart folks! ;-)

Dorie--they sure do!  Thanks for stopping by!

JA--Thanks, you hit that right on the head!  You take the time to spell things out to your clients, and they know what to expect. I know your list of satisfied past clients is miles and miles long and they gladly refer you all the time.  There's a reason for that.  ;-D

Team Carroll-Taking time to explain "why" makes all the difference.  Believe me, your clients appreciate it.  Thanks for sharing your thoughts.

J. Philip-You've got it! 

Roland-And you know what they say about "idle hands"...LOL!  Thanks for your comments!

Liz-Anyone who really knows me knows that I'm not one to roll over and play dead.  Nor do I take orders well.  If someone is willing to explain a process to me and allow me the time to come to my own conclusions, in my own time, they will have earned my respect and appreciation. I'm not suggesting we waste anyone's time...I'm suggesting that we need to remain aware that folks outside our industry deserve our respect...of their time, of their intelligence and their limitations.  Just because they aren't yet in a position to buy doesn't mean they'll never be...I'm happy to help out in advance and will be there when they're ready to proceed. 

Mike & Cindy--No, I am not saying that.  I'm saying that we need to mindful of the fact that their time is precious, too.  I'm saying that they have a right to expect us to explain the process and the steps involved.  I'm saying that they have a right to expect us to listen to their needs and not rush them into making decisions. 

My post is not only regarding the "up front" time we spend before they begin looking at properties.  It is about the ENTIRE process from first meeting through closing.  A pre-approval is just the beginning.  There are an awful lot of steps involved, and I'm saying that they have every right to expect us to respect their concerns, their right to ask questions, their right to make the decisions that are right for them and give them the time they need to do that.  I'm saying if you are not inclined or not able to give them that time and flexibility throughout the entire transaction, they may be best served, and you will be less burdened, by referring them to an agent who can and will.

Just want to be clear.

Furthermore, I believe if we treat our clients with distrust and suspicion right out of the gate, not only are we likely to get that in return, we deserve the less-than-stellar reputation that hangs over our industry like a dark cloud. 

Really.

Laura--The Golden Rule...alive and well in Auburn, Alabama!

TLW--Well, I'll be!  I realize my response to your comment(s) is overdue, but since you have graciously given of your time by commenting, I feel you deserve a quality response in return.  After taking some time to peruse some of your recent blog posts, I realized why you didn't mention digging up these while searching for those pom poms:

I hope you are up and around again very soon, and once again able to lace these babies up!

As far as being mad at you...are you kidding?  I'm delighted that you've taken the time to come out and play.  Thanks so much for commenting, complimenting and messing with me.  I like to have fun too, and believe me, if I'm gonna dish it, I'm sure as hell gonna be prepared to take it.

If fate should decide that our paths should cross some day, I suspect you and I could have a rip-ROARing good time.  Thanks so much for popping in...it's much appreciated!

Kristi--Of course it's okay, and if we've explained how things work, the vast majority of buyers understand the need and are more than willing to do whatever it takes to move forward.  I'm sure your clients appreciate your time.

Anne--As I've mentioned above, my point applies to the entire transaction...start to finish, not just the initial steps.  Thanks for your comments, and I hope you have a great day, too!

Thom--Often the most valuable time we give our clients is the time we spend listening to them.  You obviously get that!  And my points here can apply to most any profession.  Inspectors are a huge source of education and understanding for our buyers.  Treat my clients well, and you will have a referral source from me for years to come!  Thanks for your thoughts!

Heather--Thank you for expanding on what I'm trying to say.  Let's not make assumptions from the beginning.  Assess a situation (which may take some time) decide on the appropriate approach to take (which may require giving them some time to consider their options) and be as cognizant and respectful of their time and needs as we would like them to be of ours (which is, to my way of thinking, being professional, courteous and just plain smart.)  Nobody likes to be pigeonholed...let's treat our clients and potential clients as the individuals that they are.  Rock on, Heather...you get that and your clients know and appreciate it.

Tere--Nothing will earn you respect more quickly than treating a client or potential client with respect in the first place.  Thanks for your comment.

Cherimie--I guess we could say "great minds think alike!"  Thanks!

Hope--My pleasure.  I'm glad you agree, and you're right...barring an emergency, abusing someone's time and trying to excuse it simply because you consider yourself "a professional" is anything but.

Macy--Right on!  It's easy to forget that not everyone is as familiar with this business as we are.  If we are going to stay in business, we not only have to take care of the hot buyers we have today, but help along the folks that may not be ready until next week, next month, or next year.

Diane--It is, indeed, the key, and I'm not afraid to let my clients know it!

Joel--throwing buyers into the car to go cruising all over creation is putting the cart before the horse.  Again, the key here is to establish and maintain the respect and relationship throughout the process.  As I replied in a previous comment, I'm okay with some boundaries...however, we want to be careful that what we see as boundaries are not perceived as barriers by others.  Thanks for your comment.

Christianne--You're welcome, and I'm glad you agree!  (I think your clients will be, too!)

Bill--Thank you.  I'm just sharing what I'm hearing from folks outside the biz.  Never hurts to remind ourselves of their point of view.

Melina--First, thank you for your thoughtful comment.  I think we agree, for the most part.  I guess I should have been clearer in my original post.  The people I "polled" were not only referring to the time before becoming clients (i.e. when they're still prospects) but also to how they wish they'd been treated after they became a client. 

Many of these folks had experiences that left them feeling like they were less than worthy of their agent's time long after the ink had dried on their buyer agency agreement. 

I'm not going to tell other agents how to conduct their business.  The purpose of this post was to illustrate what many people expressed to me concerning what they considered to be the qualities of a good agent.  And most of those people said that the one thing they wished they'd been given (or, in some cases appreciated being given) was their agent's time, and being granted the opportunity to take their own time making decisions.  Many felt rushed and, instead of being able to take the time to focus on the task at hand, worried about how they may be inconveniencing their agent.  Others felt that their time was being wasted by their agent due to that agent's personal motives (i.e. dragging them out to see that agent's listings first even when they didn't come close to the criteria that the client had specified.)

I'm not inclined to be anyone's doormat.  I am inclined, however, to give people the benefit of the doubt and give them a chance to prove me wrong.

In your comment, you ask: Where does it say that the definition of being professional means we all do things the same way?

I guess the only thing I can say to that is:  I don't know where it says that, but I know where it doesn't.

While I may agree with much of the feedback I received from my "poll", I didn't answer the questions, they did.  What I've tried to do here is share what they expressed to me. Whether I interpret someone's actions as dismissive is really neither here nor there, for the purposes of this post.  How the "regular non-real estate folks" interpreted those actions is.  And many of them interpreted those actions as exactly that.

My apologies if I my post was unclear in those regards.

Lynn--Weren't you tempted to tell Dr. Superior "That's why I spent the 45 minutes I had to wait in your waiting room making a mental list of the things I'm here to discuss with you, so as not to waste any more of my time!"  ;-)  And, yes, I believe that our time is absolutely one of the things our clients are paying us for.  Good luck finding another MD and thanks for commenting!

Donne--You may want to refer to my response to Melina.  However, in reading your comment, it's pretty clear that you appreciate the value of your client's time and are also willing to devote your time to building a rapport with your prospects, which is the first step toward transitioning them from prospect to client.  I agree that not every prospect is a good fit with every agent (or every LO,) and there are prospects that I've concluded would be better served by someone other than me.  But we need to spend some time to determine that.  Further, I think we can never forget the importance of maintaining that standard (and perhaps even improving upon it) with our clients throughout the transaction.

Oh...and I'll take as many "bravos" and "amens" as you care to bestow.  :-)

Steve--Exactly!  Thank you.

Paddy--True ‘nuff!  Imagine getting rewarded for helping a client get the service they desire/need.  What a concept!  (and congrats on your feature, too!)

Regina--We are obligated to (and should never have a problem with) making our clients a priority.  I do believe in Family first...and most people understand that.  Particularly when you explain (and prove by example) that they (the clients) are important, too.  I guess I should stress that we should pay attention to the quality of the time we spend, as opposed to the quantity.  Sometimes the time that is considered most valuable to a client requires only a minute or two on the phone.

Thanks for commenting, and I'll be sure to check out your group.

Jessica-No need to preach to the choir, huh?  LOL.  Courage?  I dunno about that.  Worthy of consideration?  The folks in my SOI sure seem to think so.  Thanks a bunch!

Broker Bryant--Based upon your comment, I'm willing to bet that you are not one of the agents my SOI respondents were talking about. Again, I think I must stress that I'm not necessarily referring to the quantity of time but the quality of that time and the importance of having an appreciation for the value of a client ‘s or prospect's time.  You take the time to qualify people over the phone.  You explain the process, answer their questions regarding said process, and provide them with the information they need to make informed decisions.  And in so doing, you have begun to develop a rapport and laid the foundation for a successful business relationship.

Unfortunately, that has not been the overwhelming experience of my "pollees" (is that a word??)  Just a few examples of what they shared with me: 

They were frustrated when told to do A, B, and C before contacting the agent again...with no further explanation or guidance. 

They were often dragged to properties that they felt the agent was just trying to "unload".

They were frustrated when told they should call their agent at a specific time, only to be shuttled off to voicemail and not have their calls returned in a timely manner, if they were returned at all.  One respondent commented "I think her fancy cell phone was just a fashion accessory...she sure never used it to call me back! "

Those who were selling properties would be told of a showing being scheduled, only to have the agent pull a no-show and never call to explain or apologize.  One seller was told that his listing agent didn't have time to police the other agents and find out whether or not they had actually viewed the property.  Is it not the listing agent's responsibility to follow up to obtain feedback from the showing, at the very least?

The list goes on, but the point is that these clients and potential clients felt that they were not valued, and neither was their time. 

I would never presume to tell anyone how to run their business.  I do, however, feel we are all better for knowing how our actions are perceived by the people upon whom we rely to sustain it.

Thanks again, Broker Bryant, for sharing your thoughts.  I appreciate it.

Erica--That's your right and your decision.  At least you do take the time to answer the questions rather than just blow them off or rattle off a bunch of mandates without giving them a moment of your time to explain the reasons for them.

Exit Realty--How much we value our time is irrelevant to our clients and prospects if we do not value theirs as well.  As far as being "mean"...heck I've been accused of being mean once or twice.  Although it was by my kids.  And they were wrong.  LOL

Judy--It's tough when people don't let us know what's going on and leave us to draw our own conclusions.  I'm pretty honest and to the point myself.  To answer your question, I sent out an email.  I send out just sold/just listed cards sometimes too, but using email is much better for getting a response.  I was very pleased with the number of responses I received.  That said, I was somewhat dismayed at the experiences they shared with me.  It was a great way to stay in touch and in tune to their needs, though.  If you're interested in seeing what I sent, shoot me an email, and I'll gladly forward you a copy.

TLW--You're right...it does! How sad is that?

Craig--you're welcome.  Thanks for reading.

Lori--That's where a little flexibility comes in.  If we manage our time well and respect our client's time, they are far more likely to return the favor.  Thanks for your comments.

Shewmake & Assoc.--(with a nod to Forrest Gump) Professional Is As Professional Does!  Thanks for commenting.

Troy--I think most of us have experienced that.  Everything seems to be going along just fine and then *poof*  they fall off the face of the earth.  I think it's probably more to do with something that came up in their life, rather than a reflection of our service.  (at least I sure hope so!)  Thanks for sharing your thoughts.

Comment 112....I mean, Mike ;-)  Thanks!  Believe me, responding to them sure took a whole lot longer than the original post did.  But I truly appreciate everyone's willingness to comment, and feel that acknowledging them is the least I can do.

and so, without further ado, I acknowledge your comment, Mr. 112...I mean, Mr. in Tucson.  Have a great day!