Customer Service is Key when working with agents

By
Real Estate Agent with Aksland Real Estate

When dealing with customers all agents know that customer service is the key to success in any client-driven industries. However, many agents do not apply that when it comes to working with other agents. I know that we are in competition with each other for that elusive sale, but do Realtors have to treat other agents with disdain and disrespect?

The answer to that question is no!  I had a property that was listed and it was falling out of escrow, due to loan issues, and when I asked for cancellation instructions I got the run around with no calls back or response to e-mails. I finally had to call the broker to get the cancellation instructions signed from him.

This is a minor thing, but what if this was a customer and not an agent. Would they continue to come to you for business? I think not!  I try to live by the rule, treat the customers how you want to be treated. This can be applied to all aspects of life, but with buying and selling real estate this is essentially true. Why can't we all get along with each other and be courteous, while at the same time, trying to get an edge on our competition.

Comments (23)

Bart Whitmore
Keller Williams- Louisville - Louisville, KY
Real Estate Agent

We should all try to get along with each other,treat me the way you want to be treated, and Ill do the same for you.

May 24, 2008 02:57 PM
Vickie McCartney
Maverick Realty - Owensboro, KY
Broker, Real Estate Agent Owensboro KY

Matthew~True Professionals act the way you spoke of.  There is NO EXCUSE for any other behavior.  Those that act any differently should be ashamed of themselves.   

May 25, 2008 03:15 AM
Karen Gentry>>Charlottesville, Virginia Real Estate Professional
RE/MAX Excellence-Charlottesville VA - Charlottesville, VA

Matthew, I completely agree with you.  We all need to treat everyone with respect.

May 27, 2008 08:55 AM
Virginia Lee
Atlanta Home Connections - Buford, GA
R.E.Broker, Buford,Braselton,Flowery Branch Georgia

Matthew...Competition is good for everyone...bad behavior is good for no one.

May 29, 2008 09:10 AM
* Rate A Home
Rate A Home - Saugatuck, MI

Matthew, good point, nothing like burning a bridge with a future agent relationship.

May 31, 2008 09:11 AM
Sherry Laursen
Remax Premier Group - Wesley Chapel, FL
MAKING YOUR REAL ESTATE DREAMS A REALITY

I totally agree with you. We all have the same goal in mind and it all works best and much easier if we treat each other good and help out if needed. What's so hard about just being nice and polite. And quite frankly, if I have a good transaction with an agent, I am more likely to show their homes in the future.

May 31, 2008 04:07 PM
Virginia Hepp - Mesquite NV REALTOR
Desert Gold Realty - Mesquite NV Homes For Sale - Mesquite, NV
Mesquite NV Homes and Neighborhoods - Search MLS

Matt - I agree - in the big picture, we are all in the same profession, we should be team players.

Jun 01, 2008 08:10 PM
Donna Yates
BHGRE - Metro Brokers - Blue Ridge, GA
Blue Ridge Mountains

Matthew:  I agree with you completely.  I believe in teamwork even if we are competitors.  I like to do what I can to make it a "win win" for everyone.

Jun 04, 2008 12:22 AM
Karen Otto
Home Star Staging - Plano, TX
Plano Home Staging, Dallas Home Staging, www.homes

And here I am Matthew....on your blog now -

Your point is so true! Don't agents rely on each other for business listing agents need buyers agents and vice versa? I cannot understand disprespect and rudeness even if things don't turn out your way - you may be crossing paths again and I'd rather have a good feeling about someone than dread.

Jun 09, 2008 08:23 AM
Dr. Stacey-Ann Baugh
Century 21 New Millennium - Upper Marlboro, MD
A doctor who makes house calls.

I agree.  We need to create a collegial working community.  It makes everyone's life easier if our dealings with each other are pleasant and professional.

Jun 09, 2008 12:20 PM
Anonymous
Anonymous

Hi Matthew, I agree.  I have had this experience as an agent dealing with another agent and also as a customer dealing with an agent.  Most of the time I can't reach an agent but if I do, I'm treated with disrespect.  In the case of not reaching the agent and leaving a message, my calls aren't returned.  Like I mentioned before, I have had this experience as a client and agent.  I'm a newbie, and it blows my mind that clients will put up with this lack of professionalism in exchange for a bit of experience.

Jun 10, 2008 02:49 AM
#14
Tara Camp
Keller Williams Western Realty - Bellingham, WA

Hi Matthew, I agree.  I have had this experience as an agent dealing with another agent and also as a customer dealing with an agent.  Most of the time I can't reach an agent but if I do, I'm treated with disrespect.  In the case of not reaching the agent and leaving a message, my calls aren't returned.  Like I mentioned before, I have had this experience as a client and agent.  I'm a newbie, and it blows my mind that clients will put up with this lack of professionalism in exchange for a bit of experience.

Jun 10, 2008 02:53 AM
Gena Riede
Riede Real Estate, Lic. 01310792 - Sacramento, CA
Real Estate Broker - Sacramento CA Real Estate (916) 417-2699

Matthew, thank heavens it is usually only a small percentage that act like that. I don't think they realize that it is not in their best interest. They never know when they will meet up with you again and it's always best to act professionally in our business whether it is with a client of another Realtor...frankly with anyone!

Jun 26, 2008 06:06 AM
Marian S. Bennett
Dreyfus Sotheby's International Realty - Menlo Park, CA
Realtor, e-PRO

Matthew,  I think part of our business is our professionalism to everyone on the "transaction team" - inspectors, escrow officer, loan officer, and of course, the other agent.  Thank you for reminding us all.

Jun 26, 2008 03:22 PM
Todd Clark
eXp Realty LLC - Tigard, OR
Principle Broker Oregon

I know as soon as I get done with the one transaction I'm in that I will never put an offer in on a property with this agent again as it has been the most difficult transaction I've ever had because of the other agent. It amazes me that they don't think of us as clients either, but if you are not liked, it can cost you just as much business as if you are mean to a client.

Todd Clark, Helping Families Home - www.IFoundYourNewHome.com

Jul 03, 2008 05:15 PM
Matthew Zgonc
Aksland Real Estate - Modesto, CA
Realtor, CFS, CVS

In any transaction, both parties have something to gain and/or lose by either working together or by making things difficult for each other.

Jul 04, 2008 02:33 AM
Daniel J. Brudnok, REALTOR
Berkshire Hathaway Home Services Fox & Roach, REALTORS - Exton - PA License #RS-225179-L / Delaware License #RS-0025038 - Downingtown, PA
SRES, e-PRO,ABR,GREEN,CSP

Matt,

Co-operation and fair play make for a good transaction.....when everyone wins the deal is good.

Jul 05, 2008 12:51 AM
Kai Lani
RE/MAX Kai Lani - Kailua, HI
RE/MAX

Customer Service is part of my kuliana!   It is far too easy to feel antagonism to a "dumb question" from a client, or to react harshly when they do something "stupid".   STOP, wait a moment and give professional service with calm!   Other agents deserve no less!   It's a small world!  Kai

Jul 06, 2008 06:12 AM
Margaret Rome Baltimore 410-530-2400
HomeRome Realty 410-530-2400 - Pikesville, MD
Sell Your Home With Margaret Rome

Matthew, Over the years, I have been the agent that other agents use for themselves (when they "retire") and for referrals from their friends and family. Why because I treated them with the respect you mention.

Jul 27, 2008 08:40 AM
Sandy Fenton
Keller Williams NY Realty * Licensed Associate Broker - Mount Kisco, NY
ABR, ASP, CDPE, GRI -Westchester NY - Condos to Luxury Homes

You are so right, Matthew.

As a listing agent, I consider the buyer's agent a professional and a colleague (of course), but when you think about it - they can be considered a "customer" as well.  When you are marketing to other agents, you are wanting them to see you and your product above all others as being one of the best to promote to their clients.

Seriously, the golden rule (as corny as it sounds) is the way to go.  These agents with their little ego trips should give it up and truly think of others.  They'd be so much happier.

Sep 23, 2008 05:12 AM