Reading between the phone lines...

By
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.

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The Lower Mainland, BC, A fantastic place to live and work!
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Ambassador
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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
Rainer
437,789
Terry Chenier
Homelife Glenayre Realty - Mission, BC

John,

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
Rainmaker
179,718
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
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Rainmaker
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John Grasty

Your Tri-cities REALTOR, neighbour and volunteer.
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