Dedication to your clients inspires loyalty.

Real Estate Broker/Owner CA#01772851 HI#RB21268

When you hire a real estate agent, what do you expect of him or her?

Be there for them.

Yes, there is a long list of things that a real estate agent does for you, whether you are a buyer or a seller, that's just a given. That's our job and we better do it well.

Answer your phone when they call, get right back to them when they text or email.

They don't care if you are driving down the road, showing a home to another client, having dinner, taking a shower, you get my drift.

When they reach out to you in whatever form, they want to get hold of you.

But, you say, I have other clients, they knew that when they hired me, in fact, they sign a form that tells them they are aware that I may have other clients!

Right, but now that you have signed them up, are you "too busy" for them or are not available?

Here are two scenarios where you absolutely lose a client's loyalty.


A real estate broker had a client buying and selling some high end properties in town. They were friendly, everything was going swimmingly. Then one day a certain house came on the market and several buyers were going to make offers on it. This particular buyer wanted this house, no matter what. But guess what? The broker was gone for the weekend on "retreat" and could not be reached. The buyer grabbed the first agent who came across her path to get an offer in. And got the house. Since then this buyer has bought and sold several other properties and always with this new agent. This happened to my first and only broker that I worked for. Unfortunately he was so paranoid about "his" clients, he did not let them know he was unreachable and to call me which would have solved the problem. Since then that buyer and I have become friends. However, she feels such LOYALTY to the agent, she has not switched her business to me and I respect that. What a lesson that taught me!


This summer I sold a property through another agent. Everything went well except that this is an owner/agent of a franchise and I had to deal with her transaction coordinator for a lot of the paperwork. Let me say that this agent is known by other agents for being less than responsive in a timely manner. Fast forward to just after we closed. I got a listing that was "hot" and investors were all over it. While I was at the listing, these same buyers came to the door and asked to see it. I asked them why they did not make an appointment through "their" agent and they said "she is too busy". I showed them the listing at which time I found out they were "previewing" it for a family member who wanted to buy it. I asked them again, and subsequently their family member, if they wanted to use that other agent/owner and they said "no", the family member wanted to go through me directly. Did I have a responsibility to call that other agent and tell them what happened? I don't think so. It's the clients' decision to switch LOYALTY.

I'm sure we all have stories in the real estate business but these are two valuable ones that just bring home the fact that:

I need to be there for my clients when they need me or suffer the consequence of lost loyalty.

By the way, this is an Activerain contest entry, so, in order to complete all the items that I am supposed to, here is my ugly little secret:

I will take your call no matter where I am; you get my drift? Some agents say they leave their phone outside of the "smallest room in the house" but not me. In this case, "disclosure" goes a little too far and I don't believe I need to tell you where I am physcially when I take your call!



Posted by

Hella Rothwell at Carmel Beach during Concours WeekCarmel-by-the-Sea Beach and Pebble Beach Golf Course California

Whether buying or selling oceanfront, oceanview, commercial or any type of real estate in Carmel, Pebble Beach, Pacific Grove, Monterey, Carmel Valley and Big Sur, I can help you. Call me and let's meet in my Carmel-by-the-Sea office in Su Vecino Court on Dolores between 5th & 6th.

Or we can just chat on the phone to discuss your real estate needs.

Are you out of the area? No problem, I often never even meet my clients. The whole transaction is handled long distance.

As an independent real estate broker licensed in California and Hawaii, I can represent you with residential real estate, commercial properties & investment opportunities.

For more information &


Member: National Association of REALTORS, California Association of REALTORS, Hawaii Association of REALTORS, Del Norte Association of REALTORS, Honolulu Board of REALTORS. Also MLS Listings in California.


Hella Mitschke Rothwell (R)

Real Estate Broker/Owner/Realtor®
Licensed in California #01772851 & Hawaii #RB-21268

Tel. 831-626-4000 

Fax 1-877-822-9332

ROTHWELL REALTY INC.: Su Vecino Court, Lincoln & Dolores between 5th & 6th, Carmel-by-the-Sea, CA 93921


MAILING: P.O. Box 4554, Carmel-by-the-Sea, CA 93921


Hella Rothwell's Facebook Page       Hella Rothwell's YouTube videos      REALTOR LOGO      Equal Housing Logo


Disclaimer: Hella Rothwell does not guarantee nor is in any way responsible for the accuracy of the information provided herein, and provides said information without warranties of any kind, either expressed or implied.


This entry hasn't been re-blogged:

Re-Blogged By Re-Blogged At
Real Estate Best Practices
Northern California Real Estate Professionals
ActiveRain Contests

Spam prevention
Show All Comments
Sonja Patterson
Keller Williams - BV - College Station, TX
Texas Monthly 5-Star Realtor Recipient for the Hou


Your stories above provide two great examples of why clients keep coming back for their personal transactions and keep referring us to their friends and family. Client satisfaction is key!

Sep 08, 2017 09:46 AM #1
Anna Banana Kruchten - Phoenix Homes Sales
Phoenix Property Shoppe - Phoenix, AZ

Hella agreed the last thing we want clients or the general public to think is that we're too busy to 'help them out'.  I had one years ago wanting to buy her first home and she said to me while I was ordering a coffee from her - but I didn't want to ask you because you sell only expensive homes. What?  I helped them buy their 2st home and several other homes since then. Be careful of what we put out there!

Sep 08, 2017 11:34 AM #2
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

Re: True Story #2...I'm always amazed how some of the most successful agents are the ones that are so darn busy they do not give good service to their clients and it shows!  The agents they work with as well get crappy service, no info, sloppy paperwork, etc.  Frustrating.  For some of them I think it's a game of how much money I can make rather than trying to balance that with good reputation and service.

Sep 08, 2017 06:43 PM #3
Endre Barath, Jr.
Berkshire Hathaway HomeServices - Beverly Hills, CA
Realtor - Los Angeles Home Sales 310.486.1002

Hella, I always answer my phone unless I am in the Shower as well as respond to emails:)Endre

Sep 08, 2017 07:01 PM #4
Debbie Reynolds
Platinum Properties - Clarksville, TN
Your Dedicated Clarksville TN Real Estate Agent

Hi Hella, I appreciate your post though not sure it follows what the contest post asked about your good, bad and ugly habits. Was it all about good habits?

Sep 08, 2017 08:09 PM #5
Gabe Sanders
Real Estate of Florida specializing in Martin County Residential Homes, Condos and Land Sales - Stuart, FL
Stuart Florida Real Estate

Good morning Hella.  These are good lessons for all of us who wish to remain in business.

Sep 09, 2017 04:46 AM #6
Elizabeth Weintraub Sacramento Realtor Top 1%
RE/MAX Gold - Sacramento, CA
Put 40 years of experience to work for you

Great blog, Hella. Clients are free to work anybody, and the fact they stay with you is definitely loyalty. But nobody owns a buyer. If they want to go elsewhere, they can and will and you're not required to inform the other agent.

Just yesterday my phone rang when I was in the shower. I got out and grabbed it and couldn't swipe because my fingers were too wet. I ran across the bamboo onto the ceramic, still dripping wet and kept wiping my fingers on my planner page and swiping, and it finally worked on the 6th ring. I have an appointment for a listing next week when I get back from Hawaii. Why didn't I grab a towel? I don't know. Good thing nobody was at my front door

Sep 09, 2017 11:07 AM #7
MaryBeth Mills Muldowney
TradeWinds Realty Group LLC - Braintree, MA
Massachusetts Broker Owner

Positive reinforcement for continued Client Loyalty comes first with contined Realtor loyalty.

Sep 09, 2017 12:27 PM #8
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

I see two sides to this. Do your clients want you to take a call from another client while you're with them? I really doubt it.

At the same time, there's no excuse for not returning that call, email, or text within a very short time.

Sep 09, 2017 04:45 PM #9
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

Be there when they need you or suffer the consequences....

If only all agents GOT this very important aspect of the agent/client relationship!

Sep 10, 2017 07:26 AM #10
Lottie Kendall
Compass - San Francisco, CA
Helping make your real estate dreams a reality

Your stories point out well how to gain (or lose!) client loyalty, Hella. 

If you're in CA now and want a day in SF, come join our meet up on Thursday.

Sep 10, 2017 08:08 AM #11
Pat Starnes-Front Gate Realty
Front Gate Real Estate - Brandon, MS
601-991-2900 Office; 601-278-4513 Cell

I closed a house last month and the buyer told me her previous agent was too busy to take her call, that this agent only wanted to work listings, not buyers. I guess they didn't want to invest the time in showing properties. I don't understand that logic, but the buyer was very happy that I helped them find a new home.

Sep 10, 2017 09:56 AM #12
Anne Corbin
Long and Foster - Lake Anna - Spotsylvania, VA
Serving Lake Anna & Central Virginia

So very true. I always return any calls day of receipt and if I can't be there for them I get another agent in my firm to assist. We don't want to ever lose a client that way.

Sep 11, 2017 08:21 AM #13
Gita Bantwal
RE/MAX Centre Realtors - Warwick, PA
REALTOR,ABR,CRS,SRES,GRI - Bucks County & Philadel

I enjoyed reading your post. I always let my clients know if I am on vacation and who will cover for me. They can always get in touch with me 

Sep 14, 2017 09:41 AM #14
John Wiley
Right Move Real Estate Group- EXP Realty - Fort Myers, FL
Lee County, FL, ECO Broker, GRI, SRES,GREEN,PSA

I love this post. Indeed, we must be there for the consumer when they need us.

Keeping in touch for possible needs they may only have become aware of.

Sep 14, 2017 09:41 AM #15
Stavrula "Sam" Crafa, RNC,GRI, CDPE, PSA
Future Home Realty - Seminole, FL
Providing the integrity and service you deserve.

I"m the chief, cook, and bottle washer of my business (and I like it that way). So when I am going to be out of pocket, I always have an agent that will cover for me and that I can transfer my business line to when I'm gone. No brainer, right? Never understood why other agents don't do that. I guess they don't care if they lose business. Congratulations on the featured post. 

Sep 16, 2017 09:17 AM #16
Brenda J. Andrew
Professional Realtor in Corpus Christi, TX

Being there for our clients and letting them know how important they are to us is invaluable in this market.  Customer service has to be the top priority to make yourself stand out from other agents.  People do notice.  Great stories!

Sep 26, 2017 03:27 AM #17
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Great point.  Being available is key to keeping and getting business. 

Sep 29, 2017 05:41 PM #18
Debbie Reynolds
Platinum Properties - Clarksville, TN
Your Dedicated Clarksville TN Real Estate Agent

Hi Hella, It is fine for the contest. Have a good rest of the week.

Oct 10, 2017 05:54 PM #19
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?


Hella M. Rothwell, Broker/Realtor®

Rothwell Realty Inc. CA#01968433 Carmel-by-the-Sea
How can I help you with Carmel, California real estate?
Spam prevention