Reading between the phone lines...

Real Estate Sales Representative with for real estate results in the Tri-Cities.

Another REALTOR® you're trying to do business with finally returns your call(s) and says something like, "I just don't know where the time goes", or offers some other unacceptable reason for being unresponsive.

How do you feel when your phone call isn't returned within 2 or 3 hours?  This simple example of customer service being compromised can be extremely detrimental to the reputation of a REALTOR® (or any business); IMHO this goes beyond tardiness.

You probably start to question (and rightfully so) how important you and your business is to them.  While the ‘Ringtones' are still sounding it's time for an accountability check.  An accountability check is as simple as asking "Why?" several times. "Why don't you know where your time goes?" Then another question, Why are you so Busy?" etc.

If they're so busy to respond in an acceptable time frame, what support do they have?  This is questioning their systems and support; their management processes. Who is the back-up person and why wasn't their contact information available? Why wasn't this published on the listing?

There is often a tendency to keep taking on new clients or new orders when a realistic business capacity is an unknown target. If a REALTOR® is running beyond capacity and not being properly managed, it's generally out-of-control. How can an "out-of-control" situation be working in the best interest of your client?

Without the proper management systems or support required, we are exposed to the risk of failing to fulfill customer expectations and compromising basic customer service.

I get it and here is my policy, and why I am directly accessible by cell phone and return calls promptly:

- If your call is important for you it is important for me.

- Your time is valuable to you and I will respect that.

- I will try to be accessible between 9:30 a.m. and 9:30 p.m.

- If I miss your call/text after 8 p.m. then I will return it by 11 a.m. the following day.

- My listings will have the proper contact information.

- If I don't have an answer I'll try to get one, or direct you to where you might find one.

My goal is to treat you in the same manner in which I wish to be treated.

Posted by

Real Estate Evolved button

Real Estate Evolved®

All content, including text, original art, photographs and images, is the exclusive property of John Grasty, and may not be used without expressed written permission. All information is deemed to be accurate at the time it is written but is not warranted and should not be relied upon. Copyright 2010. © John Grasty, ABR, SRES, Licensed Real Estate Representative, 778-878-0778

DISCLAIMER: John Grasty disclaims liability for any damages or losses, direct or indirect that may result from use of or reliance on, information and opinions contained in this website or blog posts, or for accuracy of comments and opinions of visitors. Always seek the qualified advice of a professional.


This entry hasn't been re-blogged:

Re-Blogged By Re-Blogged At
Real Estate Sales and Marketing
The Art Of Marketing You
The Lower Mainland, BC, A fantastic place to live and work!
Voice of Reason
customer service
realtor reputation
cell phone response

Spam prevention
Show All Comments
Harry F. D'Elia III
RentVest - Phoenix, AZ
Investor , Mentor, GRI, Radio, CIPS, REOs, ABR

Wow-I agree with you 100% on this one.

Dec 20, 2009 08:46 PM #1
Terry Chenier
Homelife Glenayre Realty - Mission, BC


Good post and a frequent source of aggrevation for me. You're featured on this one. Maybe others will get too.

Dec 20, 2009 09:28 PM #2
John Grasty
for real estate results in the Tri-Cities. - Port Moody, BC
Your Tri-cities REALTOR, neighbour and volunteer.

Harry & Terry, thanks for taking the time to stop by and leave a comment. It's difficult to disgree with this post but wouldn't it be interesting to hear how others manage their return calls/texts? I'm all for learning new ways.

Dec 21, 2009 05:17 AM #3
Show All Comments

What's the reason you're reporting this blog entry?

Are you sure you want to report this blog entry as spam?


John Grasty

Your Tri-cities REALTOR, neighbour and volunteer.
Feel free to ask me questions...

Additional Information