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HAS COMMON COURTESY DIED? Here are some TIPS TO IMPROVE YOUR BUSINESS & NOT TICK OFF A CLIENT ~

By Kat DeLong

Real Estate Agent with Realty ONE Group Mountain Desert

February 12, 2009 02:02 AM

This isn't a re-blog, but I am complaining, again, about an issue that is driving me NUTS (that's a short trip)! More importantly, my clients are complaining about this issue (other Realtors NOT returning calls).

It seems to me, in this past year or so, many Realtors/Brokers have forgotten HOW TO COMMUNICATE with their fellow Realtor/Brokers and clients! More often than NOT, I cannot get a phone call back from an agent, after I've phoned them to get information on one of their listings. Sometimes I call "the" Realtor two or three times, leaving a message, then followed by an email. If I get a response back AT ALL, it is ALMOST always MUCH, MUCH later, and via email. I don't mind emails...What I MIND is that it took days to get it. We live in a high-tech worldand COMMUNICATING is easier that EVER before. YOU HAVE NO EXCUSE.

Am I wrong when I say that the market isn't quite up to par?? And that MOST of us could use a few more sells under our belts before we call ourselves the TOP PRODUCER of 2009? Some of the Realtors I have most trouble with are from companies who pride themselves (and tout it) on "customer service."

I feel quite a few REALTORS need a crash course in PROFESSIONALISM & COMMUNICATION SKILLS. These courses may improve YOUR BUSINESS (unless you have so much you really don't need anymore) and HELP get your clients home SOLD (part of the DUE DILIGENCE CLAUSE in the contract you've signed with them).

Here are a few things that may help Realtors/Brokers IMPROVE their business:

When you get a call on YOUR BUSINESS phone: ANSWER IT or RETURN THE CALL ASAP.
If you get a BUSINESS email about one of your listings, EMAIL the other party back ASAP.
If you're too busy to handle the excess amount of business you have, HIRE AN ASSISTANT and TRAIN them property.
If you're too busy to handle MORE business & can't afford an assistant, then REFER the client to an associate who does have the time to take care of YOUR client's best interest.

Even in the best market, I PRIDE MYSELF on customer service....THAT'S MY JOB. And YOURS, too!

To view Active Listings in Lake Arrowhead, go to LAKE ARROWHEAD KAT (click on properties on the dashboard and choose your price range)

CALL 909-273-4542 OR visit my website @ LAKE ARROWHEAD KAT

LAKE ARROWHEAD, CALIFORNIA

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Patricia Aulson

BERKSHIRE HATHAWAY HOME SERVICES Verani Realty NH Real Estate - Exeter, NH

Realtor - Portsmouth NH Homes-Hampton NH Homes

I agree wholeheartedly with your lament! I think common curtousey has died in the world for the most part. Sad to say! Everyone thinks they don't have to do anything for anyone and that everything is an imposition. Geezz......It's because we have lowered out standards and don't teach respect and common decency to the children growing up anymore. Again, sad to say but true!

Patricia Aulson/ Portsmouth NH Real Estate

Feb 12, 2009 02:14 AM

Kat DeLong

Realty ONE Group Mountain Desert - Prescott, AZ

REALTOR

Patricia: You said it perfectly... some have lowered their standards. What gives??? I just can't wrap my mind around it sometimes. THANKS for stopping by.

Feb 12, 2009 02:17 AM

Lori Isaacson

Credit Restoration Consultants - Plantation, FL

I think with the electronic age we are living in many peole are losing their communication skills. We are depending on faxes, texts and e-mails. If we would just get back to speaking to each other we would not have so many problems. It cracks me up that my children would rather text then pick up the phone.......

Happy Thursday!!

Lori

Feb 12, 2009 02:19 AM

Lori: I agree, but then on the flip side, emailing is quick, quick, quick. Some of these Realtors won't even do that. Shameful, in my opinion.

Feb 12, 2009 02:23 AM

Karen Hurst

RICOASTALLIVING.COM - Warwick, RI

Rhode Island Waterfront!

I hate it when I don't get return calls or emails and try to always respond asap...However, my email was down for two whole weeks...I can only imagine who I may have ticked off, unknowingly:(

Feb 12, 2009 02:58 AM

Karen: Well, THAT wasn't YOUR fault. I'm talking about the ones that have NO excuse. The ones I am talking about, I will see on FB or Twitter or HERE, on AR.

Feb 12, 2009 03:09 AM

Anonymous

Your point about the power in speedy responses is spot on. I find almost daily that shortening the time it takes me to reply can be the difference between earning a sale and losing the opportunity.

I also know that busy schedules and email/phone call overload can bog down the whole effort.

We use www.emailcenterpro.com to combat the mess of messaging. The service centralizes all of our company mail and gives us a clear and refreshing view at work flow and healthy customer service interaction.

Cheers!

Jason

Feb 12, 2009 04:01 AM

Kathie Burby

Coldwell Banker Mother Lode Real Estate - Sonora, CA

REALTOR, SFR, Tuolumne County Real Estate Guide

Kat- I agree with you. It is very unprofessional of other agents not to communicate in a timely manner. There really is NO EXCUSE! For those of us who are trying to do the very best for their clients, to be hindered by those who seemingly have no respect for others is very irratating.

Feb 12, 2009 05:14 AM

Randy Hooker

Dreamcatcher Realty / Greater Phoenix Area - Gilbert, AZ

Gilbert, Chandler, Mesa, Queen Creek

Hey Kat... did somebody eat all of your Cheerios this morning? LOL I hear ya, lady - but the problem you're describing continues to be one of the biggest causes of our tarnished image with the public. Those kinds of folks, that don't return calls or emails timely, and courteously, treat clients the very same way! It outrages me, but how do we train a few hundred thousand Realtors the basic, common courtesies of communications? Nice rant, tho! :)

Randy Hooker - Dreamcatcher Realty - Arizona Real Estate

Feb 12, 2009 05:22 AM

Jason: THANKS MUCH for your tip!!!

Kathie: EXACTLY. I KNOW some of these unprofessional Realtors are just plain lazy.

Randy: We shouldn't have to train or retrain them, most of this is common sense. I'm amazed sometimes at their s-l-o-w response. My clients (several) are really complaining, after they've asked me to contact another agent about a property and I never get a call.

I had a post featured (still featured on SOUTHERN CAL REAL ESTATE FORUM) last year about BEEFS clients have with us. NO wonder!

...I'm off now to go buy some Cheerios! LOL

Feb 12, 2009 06:08 AM

HAS COMMON COURTESY DIED? Here are some TIPS TO IMPROVE YOUR BUSINESS & NOT TICK OFF A CLIENT ~

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