customer service: If You Don’t Like Someone, You Can Still be Nice! - 03/16/13 11:18 AM
Just Be Nice!
This is something I learned early I life.  I have heard it from several motivational type folks over the years and try to live it.  Sometimes it can be hard, if the person we are speaking about is particularly obnoxious.
As Realtors® we are in a business where we have to deal with people from all walks of lives and with all types of problems. We work with people who have tragedies in their lives and are in a time of change.  They may be dealing with anything from divorce, to death, to loss of a job.  We … (7 comments)

customer service: Why Use a Full Time Real Estate Agent? - 08/23/09 08:42 PM
I get calls from buyers whose real estate agent told them to call me to see one of my listings.  Their agent can't make the appointment or show the property because they are at work (their real job).
If that buyer finds a property they like, their agent is not qualified to write the offer.  They did not examine the property for potential issues and needed addendums.  Many times they can't even be reached to get the offer written in a timely manner.  You can almost guarantee they do not know the market or are even proficient in contract writing.   
If … (102 comments)

customer service: Go Daddy Go! I mean GoDaddy® - 03/09/08 08:14 AM
In this day of automation and customer service centers being moved over seas, business at times gets very impersonal.  No so for GoDaddy®.  Their customer service just knocked my socks off.
This last week has been a huge nightmare for me.  My domains for my key websites, including my business site was undergoing some updates to improve the ability for the search engines to find not only my websites, but my domain names.  In the course of making the changes, I lost use of my domains and the e-mail attached to them for several days.  Coordinating between the service companies was challenging, … (27 comments)

customer service: Being a REALTOR® Requires Biting Your Lip a Lot - 03/02/08 01:00 PM
                     
How many times did you want to say what was on your mind but decided to bite you lip.  Mine was raw this week.
When trying to show property, I am getting more and more agents who are not returning phone calls.  I have my theories why that is, but will just bite my lip for now.
Today I got an agent to finally respond after several calls, to set up a showing.  My clients fell in love with the home and decided to write an offer.  I called ahead as usual to let the agent know an offer was coming … (35 comments)

customer service: More Clients are Calling Looking for a New Agent - 10/20/07 09:01 AM
In the last couple of months I have received contacts from more than a couple of people looking for a new REALTOR®.  Since getting in the business I get these contacts from time to time, but lately it has been happening more and more.
I am extremely cautious when I receive one of these calls or a contact at one of my open houses, etc.  If they are under contract with another agent, you can get yourself in a lot of hot water by saying the wrong thing.  I would not appreciate another agent undermining one of my clients with me and … (38 comments)

customer service: Present All Offers Immediately - 05/28/07 08:44 AM
I am not sure why some agents do not get this.  You must submit all offers immediately!
HAWAII ADMINISTRATIVE RULES - TITLE 16 /  DEPARTMENT OF COMMERCE AND CONSUMER AFFAIRS  - CHAPTER 99  /  REAL ESTATE BROKERS AND SALESPERSONS
16-99-3(j)  A licensee shall transmit immediately all written offers in any real estate transaction as defined in section 16-99-3.1 to the listing broker who has a written unexpired exclusive listing contract covering the property.  Each written offer, upon receipt by the listing broker, shall be transmitted to the seller immediately. In the event that more than one formal written offer on a specific … (9 comments)

customer service: Do You Remember When? - 05/25/07 02:45 AM
Do you remember when to communicate with clients; you visited them or picked up the phone?  Business was done in a much more personal way back then.  Letters and notes were commonly hand written and if it was official we may have type written it.  Back then clients were loyal and your friend.
One day a new invention changed the way we do business.  The fax machine allowed us to communicate faster without leaving our office.  The ability to send copies of documents streamlined the process and saved time.  After the fax was around for awhile I would think to myself.  How … (14 comments)

customer service: Premium Service Listings – Would You Pay More? - 05/22/07 12:38 AM
Have heard of Full Service and Limited Service Listings.  Have you heard of Premium Service Listings?
In our industry there seems to be a lot of companies and agents focused on dropping prices and lowering services.  Limited listings, flat fees and for sale by owner listings are among some of the business models that are out there.
 
I believe it is reality for two basic reasons for these business models:
There is a segment of the market who wants it.There are also a lot of agents who are not qualified to sell real estate at the highest level and probably never will be.  If … (39 comments)

customer service: Full Time Professionals vs. Part Time Hobbyist or Limited Service Agents - 02/07/07 07:46 PM
I read a blog that stated it is about professionalism and not whether you are full-time, part-time or a discount broker.  I feel the need to speak my mind.
Let's talk about professionalism for a moment.  Professionalism is the product of hard work, training and dedication.
If it is about professionalism, tell me how many part time agents you know who spent the time and money to get the training and have earned their GRI, CRS, CRB, brokers license or any of the designations that require real education? Not one I can think of. 
Let me make one thing perfectly clear.  The term … (28 comments)

customer service: Are You Really Meeting Your Clients Expectations? - 01/19/07 06:46 AM
While on floor duty yesterday I answered a call from an out of state home owner.  He currently has another local Realtor managing his property about a mile from my office.  He is considering selling the home.  Whether he decides to sell or keep it rented it will be with another Realtor.
After gathering the basic information, I asked him why he was called us?  He told me that his existing agent collects the fees and that is all. 
He gets no follow up of any kind.The tenant can not get a returned phone call forcing the owner to get involved.The property … (8 comments)

customer service: The Sky is Not Falling - The Internet is Not Replacing Realtors - 01/13/07 05:29 PM
                                                                                 
In several recent blogs and posts this question has come up frequently.  Several agents seem very defensive about online services and how they may replace Realtors one day. 
I have only one thing to day about that.  Get over it!
Yes there is more information than ever out there.  Yes clients have more knowledge than ever.  No they are not prepared to go at it on there own because of Google, Zillow, Realtor.com or Yahoo.  
They now can window shop more than ever.  That is good for me.  My clients now have a better of idea of what they like.  They have … (62 comments)

customer service: Realtors Love Their Toys, Sometimes More Than People - 01/04/07 07:58 AM
I fall in this category, do you?  I can not live without my electronic toys (tools).
My life as I know it would not be the same without my Treo Phone, Laptop Computer, Sprint Broadband Card, Digital Camera and various memory sticks and cruzer drives.  That is what travels with my in my brief case.  When at home or the office a scanner and various printers make the picture a little more complete.
Now I know you are looking at this modest list so far and saying what is the problem?  These seem like normal tools for a Realtor.  The problem is the appendage part that applies to … (10 comments)

customer service: Going the Extra Mile for Your Clients - 12/26/06 06:33 AM
All top agents do things that average agents would not think of doing for their clients.  Looking back on 2006 I thought I would start a list of a few I have done this year.  Please add to the list, I think it will be a fun read to see some of the things agents have done in 2006 to go the extra mile to service their clients.
 
I have done contract signings in several unusual places.
On the side of a fire truck while my client was fighting a brush fire.In military base housingOn the hood of my car at the military base gate (escrow … (18 comments)

customer service: A Special Thank You to a Top Agent and Great Friend - 12/26/06 05:43 AM
 
I realized I tend to write too much about the negatives I see in our business.  I thought I would change the tone and write about something positive that happened to me this month. 
The reality is we have an industry made up of some really great people and a few who should be in another line of work.  I love this business and couldn't imagine doing anything else until I retire.
I hadn't shared with the group about my last month.  I have been in and out of the hospital this month.  The first week of the month I had surgery … (12 comments)

customer service: You Have to be Prepared to Say No - 12/09/06 07:20 AM
One of the hardest words for a salespeople to say is no. 
Inexperienced agents in the business all go through the same process of growth.  Initially they chase every piece of business they can find, whether it be good business or not.  After all they have nothing better to waste their time with.
Many times a client or prospective client who will push inexperienced agents in places they do not want to go and should not go.
Overpricing listingsHolding more open houses than practicalOverspending on advertisingMaking them available all types of hoursShowing buyers properties they wouldn't buy in 100 years.Submitting ridiculously low offers … (16 comments)

customer service: Did You Just Call Me Stupid? - 12/02/06 10:56 AM
This hit me as I was reading a conversation on a blog about one franchise over another.  It kind of hit home with me.  I had a similar conversation with a representative from a large franchise who was trying to recruit me.  After the pleasantries the conversation moved towards how much better his company was than mine.  Hmmm did he just call me stupid?  Or did he call my decision to work there stupid?  Isn't that the same thing?
When talking to "For Sale by Owners" (notice I did not call them FSBOs or any other nickname designed to make them feel … (11 comments)

customer service: Identifying Red Flags For Your Clients - 11/26/06 04:38 PM
One of our most important jobs as agents is to identify red flags to our clients, document and follow up.
An attorney who taught a class I attended a couple of years ago said you can never completely avoid law suits, but you can minimize potential exposure.
When you spot a potential problem with a transaction, whether it is with the documents, the property itself, or anything else that may affect your client, you have a responsibility to notify your client and give a recommended course of action.  In most cases the recommended course of action will be to seek professional help.  Then … (33 comments)

customer service: Internet is a Great Tool, But it Does Not Sell Property - 11/09/06 03:30 PM
As I sit at my computer and ponder the direct our business is heading it strikes me that there are two groups of sales professionals out there.
Group #1:  (Mostly those of us over 40 years old) Depends on relationships and one on one encounters to do business and find customers.
Group #2:  (Mostly those of you under 40 years old) Depends heavily on impersonal means of finding clients; the internet, e-mail, direct mail, discounting and advertising.
                                                                 
Then there are those of use who recognize that you have to belong to both groups.  We heavily depend on personal connections to get clients; friends, … (4 comments)

 
Randy L. Prothero, Missouri REALTOR, (808) 384-5645 (eXp Realty)

Randy L. Prothero

Missouri REALTOR, (808) 384-5645

Hollister, MO

More about me…

eXp Realty

Address: 9393 W. 110 St., Ste 500, Overland Park, KS, 66210

Mobile: 808-384-5645



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