Possible Reasons An Agent Isn't Calling You Back

By
Commercial Real Estate Agent with Next Wave RE Investments LLC Bullhead City AZ Commercial RE Broker AZ BR 528507000

Listing brokers often get calls from consumers WHO HAVE AN AGENT.

 

Often the excuse is, "But my agent isn't calling me back!"

 

The one thing I attribute most to client retention is

ANSWERING  PHONE and/or RETURNING CALLS PROMPTLY.

 

We all know 'that agent' who never calls ANYONE back. And we love them to pieces. They exist to divert business to US. Thanks, slacker!

 

As a Mohave County AZ CRE Broker, I am on the phone with clients, fielding inquiries and discussing strategy MANY hours during the day. There are times when nothing but a phone call (if not an in-person meeting) will do.

 

Plus, I want you to know what you need to know, and will follow up with a written breakdown of those talking points for future reference.

 

Most folks I encounter are respectful of time, mine and theirs, and I am readily available to meet valued clients' needs and address concerns.

 

HOWEVER . . . there are some possible reasons a decent, professional agent isn't calling you, the consumer, back:

 

Call too often. Can this be responded to via email or text? Your agent has multiple clients, many tasks and a few fires to put out during the course of a day. You are of course important. But you are one of many.

 

Talk too much.  Time is money, and if you are a chronic talker who can't get off a call, the agent may limit future time with you to stay on schedule.

 

TMI. The agent sympathizes, and sometimes needs to comprehend what's going on in your personal life that impacts a deal. But unless it's truly 'need to know', it's a drain. And they have their own problems they're not burdening you with. 

 

Boundaries! Dinner time, late at night, crack of dawn and all with stuff that can wait? A RE broker is not an ER!

 

Drama king. Agents work hard and do not like to be yelled at. It's rattling, distracting, counterproductive and disrespectful. 

 

It's in writing. Why are you calling instead of going back over emails and documents sent to you? Then, call if you need clarification, don't have info handy or need something re-sent. But make sure you truly can't find it or don't get it first.

 

Badgering. The answer was 'no' yesterday and it is 'no' today. 

 

'Call to call'. You're getting updates. Nothing's changed. The agent is really not who you call when you're bored or lonely. This is a business. 

 

Commitment-phobic. You're STILL not a client, after sufficient time and info. The well is dry. Hire or fly. 

 

Weenie wagging. The agent has presided over hundreds of transactions, and is just so happy to hear you brag about your latest smokin' deal they weren't involved in. Please.

 

'VIP status'. Perception that 'getting the agent on the phone' makes you 'more important'. It may also make you a PITA.

 

Wasting time. Are you ready, willing and able NOW? When?

 

Know that the agent WILL call - indeed, will STALK you like a drooling, slobbering, obsessed EX - when there is a reason!

 

To stay on schedule with the gazongagillion OTHER things a busy agent does all day . . . understand that it may take a bit longer responding via phone. I don't know any agent worth a damn that is UNREACHABLE. Just send a text or email and see if that doesn't work.

 

Shhh, but . . . the agent may be subtly attempting to 'retrain you' so that you 'begin to absorb' that their duties for you are specific and do not include any of the above. 

 

Let your agent do their job, respect their time and space, and they will repay you with excellent service and results!

 

Call me maybe.

 

 

🎶I said "You got my number?"
He said "Yeah, I got it when you walked in the door!"
🎶

 

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Ambassador
3,399,438
Debe Maxwell, CRS
www.iCharlotteHomes.com | The Maxwell House Group | RE/MAX Executive | (704) 491-3310 - Charlotte, NC
Charlotte Homes for Sale - Charlotte Neighborhoods

Those 1-minute texts that some love to turn in to 30-minute phone calls with TMI....oh, well, you do know, I live in the SOUTH! This is the norm to some, Candice! LOL

Great list and almost choked on my coffee at, "Weenie Wagging!" 🤣 

Nov 02, 2019 05:22 PM #15
Rainmaker
5,081,607
Barbara Todaro
RE/MAX Executive Realty - Franklin, MA
Marketing Agent for The Todaro Team

There are soooo many statements to laugh at, but the last one made me LMAO.... 

🎶I said "You got my number?"
He said "Yeah, I got it when you walked in the door!" 
🎶   Candice A. Donofrio 

 

Nov 03, 2019 05:03 AM #16
Rainmaker
745,111
Rob D. Shepherd
Windermere/lane county - Florence, OR
Principal Broker GRI, SRES

The one I get ever so often, " we can buy the jillion dollar home but we would like ot see it anyway".

Nov 03, 2019 05:43 AM #17
Rainmaker
3,668,360
Sheila Anderson
Referral Group Incorporated - East Brunswick, NJ
The Real Estate Whisperer Who Listens 732-715-1133

Good morning Candice. This is soooooo good, true and sadly funny because we can relate.

Nov 03, 2019 05:56 AM #18
Ambassador
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Liz and Bill Spear
RE/MAX Elite 513.520.5305 www.LizTour.com - Mason, OH
RE/MAX Elite Warren County OH (Cincinnati/Dayton)

Lots of judgements on how I handle communication.  Got an appointment that starts in 5 minutes?  Text or quick email.  Something intricate?  It depends.  It may be a phone call to allow back and forth OR an email because I want a WRITTEN trail when the client "forgets" what I told them (once, twice or thrice), especially if they're bucking my advice.

I'm bad about responding to texts/emails well outside of "normal" working hours.  If I'm up (and I seem to be so way too many hours), I'd rather respond and not push the task to the next day.  Control what I can for the moment because who knows what will happen tomorrow to eat my time?

And some of the client types you describe are fortunately NOT the ones I attract.  I'm not much for small talk, I'm here to help guide you to the best big decisions.  Picking out the backsplash tile?  I'll leave that to the person that has to live with it :)   Bill

Nov 03, 2019 07:43 AM #19
Ambassador
3,097,987
Chris Ann Cleland
Long and Foster REALTORS®, Gainesville, VA - Bristow, VA
Associate Broker, Bristow, VA

Amen!  I have told my clients over and over that in all the years I have been doing this, there was only one emergency that a client had to reach me about.  It was two days before settlement and his basement ceiling was leaking from an improper washing machine move on the level above.  Yeah...that was urgent, but honestly, if he hadn't reached me right way, even that situation would have been fine.  He was handling it, just wanted to see it and talk to the contractor and the buyer agent/buyer.

Nov 03, 2019 07:51 AM #20
Ambassador
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Alan May
Jameson Sotheby's International Realty - Evanston, IL
Helping you find your way home.

Love your choice of titles.... "Weenie Wagging"... really!?  Literally Laughing Out Loud!  (LLOD... did I just make up one of my own?)

I'm one of those agents who always answers my phone... sometimes regretfully.  And I talk to those needy "Talk too much" clients.  I consider it part of my bar-tending duties.  But I hear you... we all know those clients whose every phone call will be 45 minutes... that's why I try to text them.

Nov 03, 2019 07:53 AM #21
Rainer
272,823
Stephen Turner
Gemcraft Homes (TriCorner Realty) - York, PA
The BIG Guy of NEW HOME SALES

A great list of reasons.  Calling too often, I see so much. If you call me 4 to 5 times daily you'll eventually learn I won't take any of your calls and instead, I'll call you back 1 time at the end of each day and address "all those issues" in just one 5 min call!

Nov 03, 2019 07:55 AM #22
Rainmaker
193,945
John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

hilarious and informative.  thanks!

Nov 03, 2019 08:19 AM #23
Rainmaker
211,141
L. Scott Ferguson
Ask4Ferguson - Your House-SOLD Name in Real Estate - West Palm Beach, FL
Sunny Florida Real Estate Professional

What a great and thoughtful post!  Boundries, Badgering, Drama!  haha. Admittedly, I know I may be a little slow getting back to those 'types' 

 

Blessings :)

Nov 03, 2019 08:22 AM #24
Rainmaker
355,144
Alan Brown
Coldwell Banker Montrose Colorado - Montrose, CO
29 Years of Real Estate Experience .

Well said 

Nov 03, 2019 08:53 AM #25
Rainmaker
312,184
Mott Marvin Kornicki
Waterway Realtors® • South East Florida • Real Estate Brokers - Miami Beach, FL
Waterway Realtors, Notary Public 786-229-7999

Candice A. Donofrio - it happens often that an agent or broker just ignores calls unless the calls are coming from a "known" number - strange, because in BUSINESS - we NEVER really know who and why someone is reaching out to us. 

One tactic that comes to mind is this;

 

Buyers Agent try's and continually fails to reach the Seller's Agent...

 

After awhile; The BUYER gets on TRULIA, ZILLOW or Realtor.com and makes direct contact with the Seller's Broker.

 

From the perspective of the Seller's Agent - Not answering prayers returning calls from any buyers agent was a lucrative maneuver!

 

Unethical, but lucrative :-/

Nov 03, 2019 10:16 AM #26
Rainmaker
2,509,882
Rebecca Gaujot, Realtor®
Vision Quest Realty - Lewisburg, WV
Lewisburg WV, the go to agent for all real estate

Oh so true... some clients just like to talk. I had an older lady that wanted me to list a home she had purchased two years ago and was fixing it up to resale. Well, when I previewed the home, it was to me a torn-tear for sure. She called every day 2-4 times a day telling me about her needing to sell the property blah blah blah. Yes, that is why she has it listed. Never sold. I had it for a year. Another agent got the listing and couldn't sell the property. Now it is a rental property. WOW that is the type of listing and client I want to stay away from.

Nov 03, 2019 11:50 AM #27
Rainmaker
626,512
MaryKay Shumway
The Kellstrom Ray Agency, Inc. (Est. 1948) - Sister Bay, WI
Door County Wisconsin's Real Estate Expert

This was kind of timely for me, except for me, today it was an agent.  Someone outside of our MLS.  Looking for a rental in an area that cannot be rented.  That called at 8 a.m. on a Sunday (the one day that I think it's appropriate to call a bit later--I'm not a dentist's office) and as I wanted to try to get an extra hour of sleep, proceeded to call me 4 times in 15 minutes after 8:30 a.m.  To ask to see a listing that is closing this week.  When I said the listing was unavailable via text and that I was at breakfast with my family, she asked "why".  In retrospect, did she mean breakfast or the unavailable listing?  Who knows?  It closes this week and our office has a policy where we put "ACTIVE/CONTINGENT" in, but we only pend in certain circumstances (our office has operated since 1948, so we've had instances where buyers and sellers have DIED in the past 70 years, obviously, which voids a contract).  I was so curious at what I felt was a complete lack of manners and/or common courtesy that I actually looked the agent up.  I didn't call her back the first time because it was my first "day off" since July 4th (we are a seasonal market) and it was 8 a.m. on a Sunday.  And trust me, I have many, many friends and acquaintences in the metro area where she works (including family). This will NOT be an agent I will be recommending.  Why didn't this gal (me) return the call immediately? For the reasons listed above.  Great post, congrats on the feature.

Nov 03, 2019 12:26 PM #28
Rainmaker
449,598
Tom Bailey
Margaret Rudd & Associates Inc. - Oak Island, NC

Great list Candice. Depending on the value of the property, some of those reasons are a good reason to fire the client. It has to be a big number for me to put up with constant harassment 

Nov 03, 2019 12:51 PM #29
Rainmaker
1,120,733
Paula McDonald
Beam & Branch Realty - Granbury, TX
Granbury, TX 936-203-0279

Great post with a lot of pros and cons peppered with wit and wisdom.

Nov 03, 2019 04:06 PM #30
Rainer
138,198
Adam Feinberg
ANCHOR ASSOCIATES - Manhattan, NY
NYC Condo, Co-op, and Townhouse specialist

I am pretty good at calling clients back quickly- but if I don't call back within an hour or two, there is a good reason. In most cases, I have multiple priorities first. There are of course those that I have interacted with that are all over the place- and while they have the ability to buy in my market- their priorities change with a whim routinely- and these are the people that are at the bottom of my call back list.

Nov 04, 2019 06:58 AM #31
Rainmaker
526,217
Wendy Rulnick
Rulnick Realty, Inc. - Destin, FL
"It's Wendy... It's Sold!"

Candice, I've never heard "re-training" enunciated quite like that!  It applies also to other agents who call or text at 10:00 p.m. or 6:30 a.m. Phone off. What? They normally cannot be re-trained.

Nov 04, 2019 12:05 PM #32
Rainmaker
539,937
Karen Rice
Davis R. Chant, REALTORS - Hawley, PA
Northeast PA & Lake Wallenpaupack Home Sales

More reasons: you're a creepy person, you don't qualify, you are a consistent time waster.. I've often picked up clients whose agents didn't call them back...and in several cases I soon found out why. LOL

Nov 07, 2019 01:22 AM #33
Rainmaker
811,319
Kevin Mackessy
Blue Olive Properties, LLC - Highlands Ranch, CO
Dedicated. Qualified. Local.

These are a great and charitable collection of reasons for the agent not answering the phone.  In my experience, a lot of the time it is because they don't care to or are not such a great agent. 

Nov 07, 2019 09:41 AM #34
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Candice A. Donofrio

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