Your Calls Are Not Giving Your Brokerage a Good Name

By
Real Estate Agent with Solutions Real Estate CA DRE #01490977

Your Calls Are Not Giving Your Brokerage a Good Name

 

I had a call today from a homeowner in San Diego. She did not leave a message, but I looked up the number to see if it appeared to be spam or not, and then called her back when Google showed a name.

 

She was not actually trying to reach me, but was frustrated with the continuing spam calls she has been receiving from an agent in my office (you know the kind – phone does not ring but a message is left on your voice and it's not something you want). Seems that every time this agent has an open house she leaves another voice mail (I have had a couple from an agent in Fallbrook but that’s another story).

 

Call center callsThis caller had tried to communicate with the agent who was sending the spam calls to get them to stop but could not reach her. Hence, the call to me thinking I might be able to help since we were in the same brokerage.

 

This consumer was very pleasant but was clearly frustrated with the continued calls regarding open houses that did not interest her. And she noted that she is on the Do Not Call list (I did not say this but I don’t think that matters in this case).

 

She then commented that “these calls are not giving your brokerage a good name.”

 

THAT made me think! And given how I hate those types of calls I certainly understood her feelings.

 

With all the various means we have to reach out to consumers who we don't know in our marketing, through automated systems and such, we have to be careful about not doing something that might be offensive or alienate consumers, and perhaps even other agents if they are included.

 

And it’s important to decide if the strategy to reach out to potential buyers and/or sellers makes sense, and is cost effective. Just because the system exists does not mean it’s the right thing to do or a good use of funds.

 

Like our actions in a transaction, at an open house, and everything else we do, how we act, what we say, and how we market might be giving our brokerage a bad reputation, and us personally, too! And we might not even be aware!

 

I was able to reach the other agent in my offer via Facebook messenger and let her know about the call. She messaged me back fairly promptly that the consumer’s phone number had been removed from the call list. And I followed up with the caller, too, to let her know.

 

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Topic:
ActiveRain Community
Groups:
Certified Residential Specialists
SAN DIEGO Real Estate Agents & Loan Officers
San Diego Realtors®
Tags:
automated calling systems
consumer complaints about spam calls
are your marketing calls spam

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Rainmaker
436,710
Diana Dahlberg
1 Month Realty - Pleasant Prairie, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

I do not like getting these calls and feel you handled this very professionally.

May 21, 2018 09:04 PM #51
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Michael Rasch 

Well I didn't intend to be funny, if that's how it was taken. I am not the broker nor do I advocate the kind of calling system this agent was using. I simply got involved because the consumer called me; the agent ultimately did the right thing as far as removing the phone number.

The potential problem with any of these automated systems is not knowing whether the numbers that are being called are not on the DNC list. I'm not sure that just because you are on the DNC list that that keeps you off these automated dialers. I suspect many who are on the DNC list think this will prevent the robocalls, etc. It doesn't. I don't know if the system this consumer was exposed to had an opt out or not, but she did have a number to call, and did. Her call to me came because she could not reach the auto-caller.

Cold calling is a business choice, as is using other dialing systems, or any other lead generation methods. It's not for me, and others I know, but if that's your choice, and you find it works,and others do as well, great.

Jeff

May 21, 2018 09:08 PM #52
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Derrick Guevremont 

I did not hear the voice mail so I don't know. Hopefully so.

Jeff

May 21, 2018 09:12 PM #53
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Thanks Diana Dahlberg 

I think many people are annoyed by these calls, and it's not just in the real estate business. It's not my choice for generating business, but for some it is, and perhaps it works well!

Jeff

May 21, 2018 09:14 PM #54
Rainer
21,209
BIPIN CHANDRIANI
Coldwell Banker Preferred - Exton, PA
For All Things Real Estate!

another useful reminder to agents to use technology wisely.

 

Thanks Jeff Dowler for a great article.

May 22, 2018 01:52 AM #55
Rainmaker
272,572
Dave Rosenmarkle
Highland Realty - Arlington, VA
32 years of providing fully satisfying service!

When the market heads south again in the next few years (so I've heard), the few remaining prospects for new business won't be clammoring for our services based on the deluge of emails and robo-like /type calls, but on their impression of our professionalism and reputation. Period.

May 22, 2018 03:02 AM #56
Rainmaker
1,508,540
Amanda S. Davidson
Amanda Davidson Real Estate Group - Alexandria, VA
Alexandria Virginia Homes For Sale

Jeff, kudos to you for taking an extra step to help this consumer get off the other agent's list. I'm glad she at least took her off but, I agree with you and the consumer. Those calls are so annoying. I won't let any of my agents go that route for the very reason that I think it makes the brokerage look bad. My favorite is when I get the same call, from the same agent saying he's sold a house in my neighborhood and wants to sell mine 

May 22, 2018 05:00 AM #57
Rainmaker
1,503,432
Gary L. Waters Broker Associate, Bucci Realty
Bucci Realty, Inc. - Melbourne, FL
Fifteen Years Experience in Brevard County

So true.  Unfortunately we are tied to the brokerage... and all agents within.

May 22, 2018 05:14 AM #58
Rainmaker
622,298
Mike McCann - Nebraska Farm Land Broker
Mike McCann - Broker, Mach1 Realty Farmland Broker-Auctioneer Serving Rural Nebraska - Kearney, NE
Farm Land For Sale 308-627-3700 or 800-241-3940

I believe you did the right thing and that you are on the correct path. There are too many ways to make contact rather than being a pain that they will remember. I agree with Dave, #56.

May 22, 2018 05:42 AM #59
Ambassador
635,686
Larry Lawfer
YourStories Realty Group powered by Castles Unlimited® - Newton, MA
"I listen for a living." It's all about you.

Here is what I wonder, she is getting spam calls from an agent who is doing what we do, call people.  Then she can't get back in touch with that agent and has to call other agents?  Makes no sense to me. 

May 22, 2018 05:54 AM #60
Rainmaker
3,218,284
Michael Jacobs
Pasadena, CA
Los Angeles Pasadena 818.516.4393

Hello Jeff- life and real estate offers some head-scratching moments at times.  This is an example. 

May 22, 2018 06:05 AM #61
Rainmaker
391,725
John Wiley
Right Move Real Estate Group- EXP Realty - Fort Myers, FL
Lee County, FL, ECO Broker, GRI, SRES,GREEN,PSA

Jeff, excellent share from your own experience.

There are agents who see real estate as a competition and therefore have no regard for other agents. This is an example. 

Agents should keep in mind that our actions reflect on all agents. The poorer the reflection the more difficult life is for all.

You represented us all well.

THANK YOU.

May 22, 2018 06:20 AM #62
Rainer
389,243
Anna Hatridge
Goodson Realty - Farmington, MO
Missouri Realtor with Goodson Realty

Great reminder that just because you can, doesn't mean you should.  

May 22, 2018 06:47 AM #63
Rainmaker
364,567
M.C. Dwyer
Century 21 Showcase REALTORs - Felton, CA
Santa Cruz Mountains Property Specialist

Jeff Dowler, CRS What an amazingly annoying strategy - "This caller had tried to communicate with the agent who was sending the spam calls to get them to stop but could not reach her."    How is that possibly working for that agent?     We have a new brokerage office in our area that doesn't hesitate to use annoying and even ethically questionable sales tactics.    It may take  time, but, it WILL BACKFIRE in a small community....    I wouldn't associate with that brand.    Period.    

May 22, 2018 07:31 AM #64
Rainer
92,072
Brian DeYoung
Howard Hanna Real Estate Services - Ithaca, NY
Brian DeYoung

I never heard of such a sales program or tactic from a RE firm, but was glad to know of it. We need to communicate with people in the way they desire, and who wants robo calls?

May 22, 2018 08:43 AM #65
Rainer
276,496
Ron Aguilar
Continental Mortgage - Saint George, UT
Mortgage & Real Estate Advisor since 1995

A very good situation to discuss. Since Realtors are Marketers first and a Realtor second, I shall not make a comment.

May 22, 2018 10:31 AM #66
Rainmaker
738,219
Nick Vandekar, 610-203-4543
Long & Foster Real Estate Inc 610-225-7400 - Devon, PA
Tredyffrin Easttown Realtor, Philly Main Line

Something else for a broker to consider what their agents are doing and how that is perceived by consumers.

May 22, 2018 11:58 AM #67
Rainer
210,798
Greg Mona
Faira Homes Corp - Scottsdale, AZ
Real Estate in the 21st Century!

Thanks for sharing this unfortunate incident Jeff Dowler, CRS. Sadly, in the interest of getting a leg up on the competition people resort to robo-texting and robo-emailing in addition to robo-calling. Yes, isn't it great that once you put someone in the "system" they continue to get bombarded with any number of automatic messages from you while you have to do nothing in return?! I'm like most people who get annoyed at these messages, so why send them in the first place? Tailored, custom messages...yes, but random and often completely unapplicable messages? No! Sorry for going off on a tangent here. ;-) And by the way, you handled the whole thing very professionally. Kudos to you!

May 22, 2018 12:53 PM #68
Rainmaker
56,502
Deborah Ann Spence
Fierce Realty Corp - Philadelphia, PA
Awesome Realtor serving Philadelphia and suburbs!

Doesn't seem like the agent did anything wrong. When she received the complaint she immediately took action and deleted the contact. This form of marketing is the wave of the future. Embrace it on be left behind.

May 24, 2018 02:07 AM #69
Rainmaker
2,471,948
Rebecca Gaujot, Realtor®
Vision Quest Realty - Lewisburg, WV
Lewisburg WV, the go to agent for all real estate

Jeff,  I agree with Deborah above. Although I don't like receiving robo calls, and would not be doing this type of marketing. Kudos for taking action. 

May 25, 2018 10:25 AM #70
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