When I take on a client I generally ask them how they like to communicate - in person, email, text, phone calls, and what times of day, what's their schedule like? Usually I don't really have to ask the question. The answer is already apparent. They have already used their tools on me and I know the answer. All too well - smile! I call it the Platinum Rule. The Golden Rule is treat others as you wish to be treated. The Platinum Rule is ask others how they want to do business and then do it, their way.
And while I do try to watch my phone during business hours, there are the occasional calls, emails, texts that go ignored while in another appointment, or, you know, while pumping gas. Or say a client has a question and the answer is this: I don't know, I will ask. Which really means: I will ask the agent, who will ask their client, who will get back to their agent, who will get back to me, who will let you know... in time... Yip. The answer is yes! See? It wasn't me, it was me waiting on the answer for you. And the answer is a good one! And the writing on your wall in your home I'm selling says Patience is a Virtue. Yes, yes it is.
So what about when that's not good enough? Say you've answered the phone or called back pretty fast on all their calls. You've replied to all emails same hour or at worst, same portion or 1/2 of the day. You've taken texting to a whole new level (literally had 24 one morning). You've met in person to show houses even after they are under contract on another just in case this deal doesn't go through (worried about inspection and appraisal) in other words, you've been there. You've really, really been there.
...And now they want to have permission to contact the seller directly. Because they don't want to bother all the people in the middle over little things like paint colors or carpet samples.
Would you say, "Hell no! I am the only person alive who can handle this volume of communication without hiring a call center or going insane or charging you twice?" Or would you call the other agent and let them know your client is about to go rogue and call their seller? Or would you just politely say, "What's the question? Make a list. I will get it handled?" Or would you do something... special?
I was at a loss as to why some people think they have questions that are so important that the answer needs to come before they take their next breath or why they think the pattern of events is so horribly broken. You know, the pattern whereby brokers have been hired to handle the transaction that the client is so desperately trying to handle (mis-handle) themselves, not knowing the seller client isn't answering the buyer's question right away because the seller is the speaker at an event in another state! She isn't stopping speaking to answer a question about the roof certificate! It's sitting on her counter at home! It's not on her podium!!!!! And buyer, your insurance carrier can wait on that answer! Not. Critical. I will let you know when there is a 911!
And then I realized I do know the answer...
THEY ARE MOVING!
THEY HAVE TOO MANY AGENDA ITEMS!
THEY ARE HAVING TROUBLE MANAGING THEIR SCHEDULE!
THEY ARE FEELING OUT OF CONTROL!
THEY ARE FREAKING OUT!
The best answer to some of our questions isn't really the answer to that specific question at all. It might be simply: Keep your chin up. Moving is hard work. You are doing great.