A couple of years ago, I had been corresponding via email with an internet lead who was relocating to the area. Her plans were vague at first, but after a few weeks of back and forth emails and listings, she had a rough idea of what she wanted and where she wanted to be.
As time grew closer for her relocation, she let me know she would be arriving soon. I told her to let me know when she arrived in town and was ready to look at property.
Little did I know I would be sitting in my office in ALEXANDRIA VA one day when the prospective client showed up. In the office. Looking for me. Ready to go look at homes.
I now sheepishly admit my reaction was not positive; I was rushing around getting material together for an appointment with another client who was due at the office in a few minutes.
Besides, who on earth just SHOWS UP and expects an agent to drop everything and go show property?
Don't they KNOW plans have to be made? Properties selected or rejected? Showing instructions reviewed? Homeowners and tenants alerted? Appointments to be made? Routes to be determined? Lockbox cards to be renewed? Geesh! It's not all that easy!
Seriously, do you think all us agents are just sitting around as if we were at a used car lot, waiting for someone to drop by who just may want to buy a house today? Why on earth would you think that?
I was beginning to huff and puff my way to a full steam of outrageous indignation when it hit me:
Why WOULDN'T they think that?
While I thought it was a reasonable assumption everyone knew all that already, well, obviously, everyone does not know we do not sit around our offices, waiting for the phone to ring or for someone to show up. After all, we have duty agents who are doing exactly that. Heck, there may well be plenty of agents who are doing exactly that. The retail world works like that, the car industry, lots of people are, indeed, waiting for buyers to show up.
What hit me the most, though, is the idea I didn't explain upfront how I work.
And while I was (mildly) irritated a client would just show up and expect me to drop everything to help her, I did bring it on myself. I should have been a little more clear and spent a little more time explaining upfront how the process would work.
I was so busy explaining how the process of getting qualified, making an offer and purchasing a property worked, I forgot to include how I work and what is involved in getting to the point where we are going to actually go out and see houses.
So, now, instead of assuming every prospective client knows what I know, I do spend a little more time explaining upfront how the process works - from the very beginning.
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