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It only takes a phone call to keep a seller happy!

House Sale Cancel Contract Most listings are lost not because the house is not sold – it is because the seller is not kept updated. Think about any stressed sellers you might have. When did you call them last? When did you update them? Do they know if you are doing anything? Save those listings! Just pick up the phone!

I took a listing a few weeks ago for a home that has been on the market for many, many months – almost a year. They were referred by one of my recent sellers. I don't need another listing, but these sellers were not at all pleased with their current agent. It was an estate sale so they were definitely ready and motivated. And, my former seller told them they had to hire me. Phone Ringing

I tried to talk them into giving their agent more time. When I asked what their main complaint was, they said...lack of communication! They never heard from the agent, the lights were left on, they got no follow up after a showing. I asked how long they were under contract; it had expired months ago but the agent never contacted them, just extended the MLS!

Treo Phone So I suggested they call the other agent to let them know they were planning to change. The response? "We have showings, and we have an offer coming in." With that, I suggested they wait to see if this turned into anything. (The agent, a long time friend, was shocked they would even consider a change!)

A week went by – no contact, no phon Real Estate Agent-MRome Sign e calls. Again they called and told me to proceed. I did my usual process for a listing; took photos, the MLS, blog, advertising, etc. I emailed the sellers my AR blog about the property and told them about the marketing, but also let them know that we had no calls yet.

About a week later, I received a call for a showing (remember I make my own appointsments. (Yes, I DO! Yes, I DO...Part 2 )

So I called the seller to let them know about the showing time. Afterwards, as I was locking up the house, I called the seller with feedback. It is so simple!

A few days later another showing was scheduled, I made the appointment and made arrangements for the agent to view the house. I called the seller to tell them of the showing and then called them with a follow up after speaking to the buyer's agent. We had another showing yesterday, and so another call to the seller. A showing tomorrow and a return showing on Monday night; again, calls to my seller.

This is wonderful activity in this market. No, I don't have a contract yet! But I do have very satisfied sellers. And, it only takes a phone call before and after to maintain communication and hang on to a listing.

How simple…it is only takes a phone call!

www.HomeRome.com

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Posted by Margaret Rome-- HomeRome Realty Baltimore, Md. on 03/15/2009 07:08 PM

Comments (32)

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Originally posted at: Margaret Rome's Blog: It only takes a phone call to keep a seller happy!

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32 Comments on It only takes a phone call to keep a seller happy!

MAR

How true! Most times these sellers just want to know we care enough to chat even if nothing is going on.

Margaret - I could not agree with you more. Our sellers will forgive us almost anything, but they won't forgive our silences. We need to "send them the love" every week, and always after a showing, to keep them posted. I think one of the reasons that agents don't do regular contact with sellers is they think we need to recite a bookful of stats and updated market into to them. Sometimes, perhaps. Mainly, they just need to hear from us that everything is fine, I'm here for you.

Hi Margaret. I'm fairly new to this profession but I do find that communications could be improved. for example, how about a situation where there are competing offers for a property, and then the successful offer falls through. Wouldn't it be a good idea to call the agent of the unsuccessful offer to see if his/her clients are still interested as the property comes back on the market?

Apparently not ... and this has happened twice to me in the past few months. My clients were bidding at about 98% of list, in one case with no SPP condition, so I really can't undertand why there was no call to let me know the listing was active again.

It is so important to stay in touch, even if you are just telling them where you are marketing and how many people you have looking on line even when there are no showings. Communication is definately the key to a successful listing agent. And calling right away with feedback, when it's fresh in your mind... very good.

Great Article! I have seen this a lot as an assistant. I am very impressed that you take care of calling your sellers and making appointments yourself as well! Sellers like to get updates from assistants, but if they never hear from their listing agents, they start to feel unimportant or as if their agent is avoiding them for some reason.

I try to get my agents to get in touch with sellers at least every other week - preferrably more often. As the assistant, upon talking to the sellers a good bit, I can tell which sellers need more attention than others. This helps me schedule my agents calls to them. Some are more needy than others and that is just a fact!

Assistants are great to keep things flowing smoothly and anticipating a problem - but I have found that the agent really MUST be involved to some degree. Assistants calling are not a subsitute for the actual agent that they intially signed up with.

Thanks for the reminder.

Margaret I'm so with you about this. I'm working with a seller now who was so upset about hearing little from his listing agent. When he asked me to handle it for him I tried to let him know the market was difficult at best and I was sure his agent was doing all she could. He continued to call me and I'm now marketing that house. It still isn't sold but he hears from me all the time.

Hi Margaret~ Calling the seller before and after all showings is ideal. I will even tell them that I tried to reach the showing agent and left them a message to find out how the showing went, so that they know I am on top of things. Communication is key! But, it is more important to communicate to them by their preference of commication whether it be email, phone or by text.

Lizette, You understand this post. I love you new blog on flowers and I just added one.

Ken, Just let them know we are there for them. Gotta go make a couple of calls.

Bob, Of course we must make contact with anyone who writes on our listings or even shows our properties to see if there are questions, concerns or interest.

Tammy, Thanks for your comment and expressing the importance of staying in touch.

Nancy, You sound like a wonderful assistant...so attuned to your agents needs by being attuned to the clients needs. Your agent is very fortunate to have you!

Geri, It is so good to see you on ActiveRain! Your seller is lucky to have you marketing the home. Hope you get it sold soon.

Vickie, Calling, emailing, texting...all good. Just do it. Gotta text a client in Texas right now. Thanks for stopping by.

Margaret, it sounds so simple, doesn't it? I've read in a bunch of places that lack of communication is the main thing sellers complain about.

Pat, Wonder why agents have trouble communicating with their listings?. Working hard to get a listing and not working to keep that same listing. Go figure!

Any chance you are coming to Baltimore on Thursday for the CRS session featuring Gee Dunsten?

Margaret you are right a simple phone call can be so informative and keeps the communication going.

Margaret, you are so right, sellers often feel abandoned if they don't hear from their agents. Communicating with them on a regular basis even if nothing is going on still has a purpose if nothing else but to prepare them for a rethinking of their pricing or whatever else might be in the way of an offer.

Communication is so important in Real Estate even when there is not much to say. Sellers really appreciate you keeping them in the loop.

Margaret - Lack of communication is one of the biggest frustrations that many sellers have concerning their agents.I hear it often when I relist a house for sale. It seems such a simple thing to do. I always ask which method of communication they prefer, and then make it a point to do so. I have chosen one day week to e-mail market updates and send weekly statistics for my sellers in addition to feedback after showings. Trulia is now also offering market statistics for an agents listings. Thanks for the post.

something so simple can really go a long ways. It makes a big difference and shows that you care

This is so important whether working with buyers or sellers. It is an emotional stressful time for both and good communication is mandatory for sure ... and as you say .. it is SO simple.

MAR

Gary, You know the importance of good communication...and you practice it.

Silvia, The phone calls are sometimes more important than what you are doing. And it keeps the sellers prepared for what's coming.

Bill, If you think about it, communication is so important in all careers.

Donna, Asking how often and what method of contact is preferred is a must. Will go check out Trulia

Naoma, Sometimes, showing that you care is more important than showing how much you know,

Joan, Thanks for stopping by. You always say the right thing. And you communicate with ease.

Margaret,

Very well said. When I take a listing we decide the day of the week we are going to talk. Of course if something important comes up I call immediately. This works well for me.

Excellent Margaret- Too often agents lose track of their customers and a little communication goes a long way- thanks for the reminder! I love your custom cartoon! Where did you get that?

The selling of a property is in most cases very stressful for the seller. It's amazing what a little bit of communication will do to ease some of the stress. With all the technology in place in today's marketplace many have forgotten some of the basics of good customer service.

Margaret, Truly a Little Communication goes a Long Way!

Sellers, just want to be kept in the Loop of what is going on. It is very hard for me to make those phone calls but I have turned it into a do it as you go, thing, so that when there is a showing I report on it to the Seller!

It helps, show that I am working on thier behalf .

Congratulations on the showing activity! The agents who won't communicate with their clients sure make us that do look good. It's such an easy thing.

Great point! Before I had my license my biggest complaint with real estate agents that I dealt with was the lack of follow up. The all promised to stay in touch and keep you posted on all activity. However, when it came down to it the phone didn't ring. Now, as an agent, I try to remember that feeling of not hearing anything. Even a call to say "no activity this week" is better than not hearing anything.

I can't imagine not communicating with a cliant. I know I am new agent, but it only takes a few secounds. Most of my cliants just a two sentence email of a short text message is all the really need. Of course others wants a long phone call, but most are busy and to the point.

Margaret - it really is such a simple thing, yet so many agents fail to keep in touch. IT repeatedly comes up as a top complaint from sellers in the polls that are done. You clearly have developed a good habit, but also have a genuine concern for keeping your sellers informed. I think that is so often lacking.

Jeff

Richard, You have worked out a good system for yourself

Allison, Thanks for stopping by. Part clip art, photo shop and a techie.

Alan, Easing stress is a major part in selling real estate.

Connie, I have a feeling that you are mainly a buyer's agent. Am I right?

Ann, I am really pleased with the showing activity. You understand the necessity of communication.

Calvin, Hearing from the agent is so important in our business. You remembered from your former experience. A call saying "no activity" is better than not hearing anything.

Angie,You are so right...a few sentences in the email...a quick phone call or a voice message. It is so simple.

Jeff,This simple contact make everyone's job easier. The polls consistently list not staying in touch.... a top complaint

MAR

Margaret,

You're right. It makes a big difference. I call my sellers once a week regardless of whether or not we have showings. I've talked to sellers who have fired their agent over this very thing.

Brian, You are doing the right thing by your sellers. They know when to expect to hear from you. Bet you don't lose a listing very often. Thanks for stopping by.

MAR

It is really so simple, isn't it? I don't get many listings, but when I do, I tell them they will hear from me at least once a week, on tuesdays, and I ask them if they prefer phone or email. Most perfer email

MAR

Carol, You have a good system that works for you. And it is really simple.....just do what you say.

You are so right. Agents work so hard to get the leads, follow up on the leads, get the listing appointment, get the listing and then............... drop the ball... little or no follow up. I don't understand

MAR

Marie, Nice to see a Jersey girl. The important thing is that we understand and we continue the follow up..

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