Whose Business Card Does Your Client Have?

Real Estate Agent with Dirt Road Real Estate SA676002000

Today, many real estate brokerages have embraced the team concept. These teams have segmented the sales process into listing agents, selling agents and transaction coordinators.


Funny thing, if we believe sales is about the transference of feelings (Zig Ziglar) or sales is about relationships as in relationship selling, then let me ask this one simple question:


Whose business card does your client have?


Years ago, during my corporate sales experience, I was the inside sales manager for a multi-location industrial distributor. Our outside salespeople would come in and attempt to hand off their responsibilities to the inside sales personal. When this would happen, I learned to ask this question:


Does your client have your business card or my business card?


The response was always “Well, mine.” Then I would encourage them to address the issue unless they wanted me to pay me to handle their responsibilities.


Yes, our salespeople were not happy with this response. The good news is the owner, my boss, was in 100% agreement. He knew my time was far more profitable taking care of my responsibilities. I did negotiate with one salesperson additional pay to handle some of his responsibilities.


When we listed our home back in IN, we experienced this team concept. Needless to say, I wasn’t impressed given my nearly four decades of sales experience.


We eventually sold our home as individual owners (FSBO) and used a very competent realtor as a buyer’s agent. I gladly paid her for her efforts. She communicated continually. She did not hand off communications to a transaction coordinator. (Note: I would have hired her as our listing agent, but I had legitimate concerns about her broker.)


Back to the present, I have heard complaints from now real estate clients who had worked with other realtors who embraced the real estate team concept. These complaints usually were about how they felt about being transferred from one person to another. They also shared they rarely heard from the listing agent or communication from the buyer’s agent was usually from the transaction coordinator.


The good news is I have also connected here in NW AZ with Realtors who handle 100% of their transactions. Additionally, I have worked with very professional and competent Realtors who have transaction coordinators. These Realtors have clearly defined both roles and do not abdicate their responsibilities.


When we remember whose business card our clients have, we just may be able to increase sales and earn all those coveted sales referrals. The choice as always is yours.


Graphic courtesy of Pixabay.com

Posted by

Leanne M. Smith, MS, GRI, rCRMS

2018 KGVAR Rookie Realtor of the Year-55+
219.508.2859 MST
Life Begins Where the Pavement Ends
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Sheri Sperry - MCNE®
Coldwell Banker Realty - Sedona, AZ
(928) 274-7355 ~ YOUR Solutions REALTOR®

Hi Leanne Smith

I completely get what you are saying.  I don't work in a team, so I have not heard any concerns about being handed off.  But I get it.   If I go out of town, to a class or a couple of days off, I get an agent to help out and I let my clients know that I will be gone for a couple of days and introduce the other agent to them.  I always let them know that they can call me no matter what.  My beef with teams is that in our MLS, there is usually one person, the team leader who gets all the credit for sales made by others on the team.  To me, this is unethical. 

Jul 29, 2020 11:31 AM #1
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