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Just give them a call...

By Venice Harris

Real Estate Agent with EXP Realty

June 08, 2007 02:04 PM

You know what they say... "If you don't call them .... someone else will."

Today I got a phone call from a buyer who is ready to purchase a home. He said he met an agent who showed him and his wife 2 houses and they haven't been able to catch up with her since then. He said they got tired of leaving voicemails. He went on to tell me that he never signed an agency agreement because she never asked. His question to me was can you help us find a home and will you call us back. That seems like such a simple request. Almost a no-brainer. They read their credit reports to me, along with their scores, they have stable employment, rental history and pretty good income. Like I said...they are truly ready to go. So what happened to the agent?

What I don't understand is... if you choose to be in a business that revolves around customer service, then why not provide a certain level of customer service to your clients? Being accessible has always been one of my highest priorities with my clients. I pride myself on it. As I'm finding more and more lately, good customer service seems to be on it's way to being a thing of the past. This man's complaint is not a new one. It's unfortunate, but not new.

Just give them a call already!

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Leigh Brown

Leigh Brown & Associates, RE/MAX Executive - Charlotte, NC

CEO, Dream Maker - Charlotte, NC

It's truly amazing how many buyers I too have converted, by the sheer fact that I'm usually available in some fashion or will call them back. It's not rocket science-it's just plain listening.

Jun 08, 2007 02:07 PM

Jo-Anne Smith

Oakville, ON

I recently decided to send a referral to a realtor based strictly on the fact that he was so prompt at responding to me. There was another realtor in his area who lives closer to the property and has an office nearby , however this man didn't return my calls for TWO days when I was trying to reach him so I decided to go with the other more realtor. Availability is a huge factor.

Good post, Venice.

Jun 08, 2007 02:17 PM

Kimberly Grant

Exit Leon Crawford Realty - Huntsville, AL

Real Estate Agent - Huntsville Alabama

This is so true. Excellent post!! In a service oriented business such as ours, how we treat our clients should be #1 priority. If we want to be treated as professionals, we must act like professionals. Lately, I have started calling Expireds from our MLS. I was truly SHOCKED at how many of them did not even realize that their house was no longer on the market because they have hardly seen/heard from/talked to the agent since they put up the sign and left the lockbox. They dont have to be long conversations...just check in!

Jun 08, 2007 02:18 PM

Elizabeth Ruvo

Watson Realty Corp. - Ormond Beach, FL

BA, CRB

You're so right, Venice. It amazes me that so many real estate agents forget that they are professionals. Follow up and follow through are so important to this job.

Jun 08, 2007 02:37 PM

Robert Walker

Remax - Buford, GA

Hey,, hey, hold the phone.

I have a slight argument. I picked up a buyer in February who seemed to be serious about a purchase. While driving around for a couple of days she mentioned how I was more knowledgeable than the other agents she had been with. Other Agents? What other agents? She told me that she had three previous agents since November, who she just could not work with. I immediately felt uncomfortable. We finally came to a Town home she liked but was hesitant to put in an offer. After 48 hrs she decided to go ahead with the purchase. We negotiated for 2 days before we had a binging agreement. I sent her to a lender that I've worked with in the past, she refused to work with after their phone call. One week went buy with 3 other lenders fired. Then she starting hinting that she wanted out of the contract. After 6 days under contract she tried to fire me saying she was going to pay entirely to much for the home and I was an Idiot. (We were 15k under the comps on a 125k Town home) Finally the lender (a former boyfriend) she had chosen called me to tell me she was not even employed. Then while the brokers were discussing the ernest money the bank called to say there were no funds. The buyer has called every state agency complaining about both me and my broker.

So I guess my argument is...... Sometimes you just get a feeling, and decide to move on to the next buyer. Hopefully your buyer works out great.

Jun 08, 2007 03:22 PM

Todd Clark - Retired

eXp Realty LLC - Tigard, OR

Principle Broker Oregon

I love it when I get that question "Will you call me back" I then give them numbers of my past clients for them to call and ask about me. They then ask the question of them and say "Well, NO - I've never had to leave a message with Todd. He always answers his phone"

It is amazing what hitting a button on the phone can do for your business.

Jun 08, 2007 06:06 PM

Venice Harris

EXP Realty - Conyers, GA

Real Estate Agent - Conyers, GA

I'm glad I've found some agents here that share my feelings about customer service. Like I said, I'm really starting to see the scales tipping in the opposite direction. Sometimes I wonder if the agents that say RE is too hard of a business to succeed in are the ones who aren't taking customer service seriously. Hmmm...

Robert: I know exactly what you're saying. We all have that radar and it probably went off a few times with a few different people. If you feel you can't work with a person, just let them know. Why spread "negative press" about yourself. You never know who they know. The most effective advertising is word of mouth; both good and bad, and it will spread. So just call them already! :) Oh yeah... that buyer may have been from Mars for real.

Perfect timing... I got a phone call from a lead yesterday. She told me that her mother was looking to find a home with a lease/option. She said she had a list of homes that she was interested in from MLS. She wanted me to call each one to find out if they might be interested in doing a lease/option. The sellers didn't advertise that it was an option, she just wanted me to call to ask them. Can you say TIME WASTER! I very nicely told her that I couldn't commit to that and wish her lots of luck in her search. She thanked me we hung up.

Jun 09, 2007 12:13 AM

Venice Harris

EXP Realty - Conyers, GA

Real Estate Agent - Conyers, GA

Todd: So you too must see that it's becoming common not to call clients back, especially if they're approaching you with the "will you call us back" question. They must be asking for a reason right? Either something that they experienced or something that they heard.

Jun 09, 2007 12:16 AM

Steven Shewell

Primary Residential Mortgage, Inc. - Ephrata, PA

The Mortgage Maverick

Unfortunately, this describes WAY too may people in the sales field. They don't understand that they are in a SERVICE business. If you don't take care of your clients, there will always be someone who will.

Jun 09, 2007 02:46 AM

Mary Kent

Five Star Real Estate - Grand Rapids, MI

Grand Rapids to the Lake Shore

Wonderful idea! Thanks for the info!

Jun 09, 2007 03:52 AM

Venice Harris

EXP Realty - Conyers, GA

Real Estate Agent - Conyers, GA

I guess this all means that I can't worry about anyone else's business but my own. If they come to me because you didn't treat them properly I shouldn't feel too bad huh?

Jun 10, 2007 02:51 PM

Gary J. Rocks

Juba Team Realty - Jefferson Township, NJ

Venice

Good post! There are a lot of agents who don't do follow up calls. I think its a matter of organization some people are going a million miles a minute and can't seem to find there way around.

There are those people that you just don't click with either and avoid them like the plague.

Jun 12, 2007 06:19 AM

Sybil Holcomb

Ayres Realty - Douglasville, GA

I too have gotten a lot of buyers that call and leave me a message on the weekend and say "if you could just please call me back". Makes us all look bad, but I'm happy to step in.

Jun 25, 2007 10:24 PM