Home > Blogs > J Perrin Cornell > Perrin's North Central Washington Real Estate Blog

Take A Client For Granted?

By J Perrin Cornell

Real Estate Agent with Coldwell Banker Cascade Real Estate

April 21, 2007 02:24 AM

My best client almost left me the other day. Oh, sure it wasn't intentional and I am not sure that he was even thinking of leaving it was just what happened and even worse what the results (long term) could have been.

I have a very good client that buys 4-6 properties from me a year and I also sell about the same number for him plus I usually get 3-4 referrals from him too. We probably talk once a day, go to lunch once a week and many other contacts too. And all that said I almost blew it. Didn't mean too. Just got busy and took him for granted and assumed.

A house came on the MLS that he wanted to see. I was pretty sure it was not what he was looking for but I did not tell him. Also, usually in the morning I will drive by the property in question, perhaps preview it and let him know. But I was busy. He called I told him lets do it later today. Ok... but then I got busier and I figured...he'll understand and we can go in the morning. About 2PM I tried to call and let him know but his line was busy so I left a message... I was busy remember so i didn't call back (I left a message). I didn't hear from him the rest of the evening.

Next morning I called him at 9Am "lets go". He told he had already made an appointment with a Realtor in the office next to his to go through it at 10AM. UGH!!!!!!!! So what if they make an offer... will that lead to more offers?? OMG!

Happy Ending. The property was not right (as I was sure but had not told him so) and nothing happened. I got going dug up a property and we made an offer the next day. WHEW. A reprieve.

I let my business get in the way of business. I got too busy. I did not pick up on how important he felt it was. And the worst part... when he told me he had made an appointment with another Realtor he said "Oh, i just figured you were too busy and it wasn't an expensive property anyway" (as if that helps). I won't take for granted again! ANYONE!!

Featured

Comments(25)

Comment

Show All Comments Sort:

Kay Van Kampen

RE/MAX Broker, RE/MAX - Springfield, MO

Realtor®, Springfield Mo Real Estate

Perrin, I've done the same thing. Glad to see yours turned out a happy ending. Mine took about 6 months before he called me to look at property again. Now I quickly make sure he's taken care of.

Apr 21, 2007 04:21 AM

Lenn Harley

Lenn Harley, Homefinders.com, MD & VA Homes and Real Estate - Leesburg, VA

Real Estate Broker - Virginia & Maryland

Whew!! ! That's what I call dodging a bullet. Any client who contributes 6-8 transactions a year gets absolute priority.

I'm sure glad it worked out alright. We just can assume that someone, no matter how deep the relationship is, is going to take a risk of losing a good investment opportunity.

Apr 21, 2007 05:21 AM

R. B. "Bob" Mitchell - Loan Officer Raleigh/Durham

Bank of England (NMLS#418481) - Raleigh, NC

Bob Mitchell (NMLS#1046286)

I'm not saying that you can take your existing clients for granted, but loyalty is a two way street. Would he have ditched his attorney in such a manner? If he was so hyped up to see the property, did he not owe you a telephone call to let you know that he REALLY wanted to see this property?

Sometimes I think that we bring a lot of this problem on by always being available to our clients, morning, noon and night. You have a right to a life and the fact of the matter is that sometimes you're going to be busy or have something else to do. If you've proved yourself to this client before, he should understand and maybe you guys could work something out with one of the newer agents in your office to be able to see property in the event that you are not available??

R.B. "Bob" Mitchell

ValueList Real Estate Services, Inc.

Apr 21, 2007 05:32 AM

Sharon Simms

Coastal Properties Group International - Christie's International - Saint Petersburg, FL

St. Petersburg FL - CRS CIPS CLHMS RSPS

It really goes back to the communication, not whether you were available right then. If you had called him, told him you didn't think the property was the right one for him, let him know that you had appointments throughout the day, could either show him the following morning or cancel your appointments - it puts him in the driver's seat, feeling he's important to you, and probably not wanting you to cancel your pre-existing commitments.

Apr 21, 2007 05:37 AM

Carol Williams

Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA

Author, Golfer, Retired Broker, Wenatchee, WA

Perrin, This was MY listing. I would have called him myself but I figured he was YOUR client. I was also surprised when he looked with another agent. Sometimes, even if we think we know what our client does or does not want, we have to apease them and let them make that decision for themselves. Good news, though, I do have a pending on the property STI.

Apr 21, 2007 06:55 AM

J Perrin Cornell

Coldwell Banker Cascade Real Estate - Wenatchee, WA

Broker, ABR, VAMRES

Congrats Carol! As you know I do work closely with this particular client and in a way more careful now.

Yep as everyone is pointing out.... there are lots of good comments including being too available. There is a line. Does the tail wag the dog or the other way around:)

Thanks everyone!

Apr 21, 2007 07:42 AM

Chris Lengquist

Ad Astra Realty - Olathe, KS

Kansas City Real Estate Investing

Taking a client for granted can be bad business. But don't you think he owed you a little respect, as well? After all, you say you've been with him for years. How many cherry properties has he gotten first crack at because of his relationship with you? How many of his referrals have gotten top notch service which in turn makes him look good?

Giving you a few hours or one day every once in a while should not be out of the question. I agree that you dodged a bullet. And hopefully have learned. But I remind my long term clients now and again of the properties they have BECAUSE of their relationship with me. Sometimes I'm sly, sometimes not so much.

Apr 21, 2007 07:47 AM

Jeff Dowler, CRS

eXp Realty of California, Inc. - Carlsbad, CA

The Southern California Relocation Dude

Wow, close call, Perrin. Good lesson for all of us. Have to always keep in mind how our communication and responses to clients, or lack of, might be perceived by them. Glad it worked out for you.

Jeff

Apr 21, 2007 08:02 AM

Michele Webb

RE/MAX Properties, Inc. - Monument, CO

ABR, QSC

You talk to him everyday and have lunch once a week? Given that, he called another agent that quickly to go look at a property? Strange. Glad you dodged the bullet though!

Apr 21, 2007 09:53 AM

J Perrin Cornell

Coldwell Banker Cascade Real Estate - Wenatchee, WA

Broker, ABR, VAMRES

Whwe...hit a chord with everyone. Thanks for all the input.

Michelle he was under a little pressure due to a 1031 time expireing... I think that is why he panicked.

Apr 21, 2007 10:01 AM

Karen Hurst

RICOASTALLIVING.COM - Warwick, RI

Rhode Island Waterfront!

Perrin,

I would like to say that I use them all the time also, but I use them with first time buyers (first time with me:) I have some investors that I do not use them with because it just doesn't seem like the thing to do. We have oral agreements. This of course does not mean that they have to work exclusively with me:(, so I need to make sure I am there for them. Good post.

Apr 21, 2007 10:23 AM

Kelly Taylor

Kelly Taylor - Taylor Realty Services - Mansfield, MO

It's so easy to get that listing and put the ones we actually work for into the file while we romance the buyers and look for the next listing. Thanks for the wakeup call

Apr 21, 2007 11:22 AM

Stefan Scholl

Buyer's Broker of Northern Michigan, LLC - Petoskey, MI

Northern Michigan Real Estate

What a great lesson, Perrin. Thanks for sharing. Fortunately it didn't turn out to be an expensive lesson. I sure wouldn't want to lose a client like yours.

Apr 21, 2007 11:26 AM

Chris Lengquist

Ad Astra Realty - Olathe, KS

Kansas City Real Estate Investing

Perrin,

You didn't mention the deadline with the 1031. That changes my entire comment from earlier. Shame on you. :) Guy was probably freaking like everyone does on day 43.

Apr 21, 2007 11:34 AM

Christy Powers

Keller Williams Coastal Area Partners - Pooler, GA

Pooler, Savannah Real Estate Agent

It's so true. You can take some clients and friends for granted. I think everyone does it every once in awhile.

Apr 21, 2007 02:47 PM

Ryan Hukill - Edmond

The Agency Oklahoma | 405home - Edmond, OK

Realtor, Team Lead

Perrin, it's easy for us to get too busy to truly service each client and we generally put our friends and family on the back burner first. That's why it's so important for us to delegate the tasks we can have someone else do, to free up the time to take care of the important things and I would definitely say this friend is one of the important things. Glad to hear it worked out for you in the end. Great lesson learned and thanks for sharing it with us!

Apr 21, 2007 04:27 PM

Phillip Cross

TBD - In transition... - Seal Beach, CA

ePRO Realtor - Relocation Spec

Perrin, I too have had something similar occur. I was also very fortunate that I didn't lose the client or the sale. Sometimes, we get so tied up with what is going on that we forget how we earn or business. Referrals or continued business with the same client is often more importatnt than new leads. Recently in fact I have made a point of simply sending past clients a CMA on their home. As well as placing them on my monthly eletter campaigne. Good point and I hope others can learn from this. Thanks for the reminder.

Apr 22, 2007 01:01 AM

J Perrin Cornell

Coldwell Banker Cascade Real Estate - Wenatchee, WA

Broker, ABR, VAMRES

Thanks again to everyone for all the comments.

Ryan you make a good point. One of the problems in our business is balance. It is soooo easy to find your self working 24/7. To avoid that I have finally, 1) set up Thursdays after 4Pm as a more or less date night for my wife and I. We go out togethre and do something we would normally not do. 2) About 60-70% of the time I take Sunday off. 3) Wed afternoon after 3PM I get out of the office for a little R&R for Perrin. These times are blocked out in my calendar. It really helps with the rest of the week.

Apr 22, 2007 01:50 AM

Ryan Hukill - Edmond

The Agency Oklahoma | 405home - Edmond, OK

Realtor, Team Lead

Perrin, that's fantastic! I too need to block out more time for regular date nights with my wife. I used to be really good about that and it has been pushed to the wayside with our busy lives. Thanks for the reminder! I think I'll take her out this week!

Apr 22, 2007 01:59 AM

J Perrin Cornell

Coldwell Banker Cascade Real Estate - Wenatchee, WA

Broker, ABR, VAMRES

Thanks again for all the comments. As a followup. I had a sit down with my client. let him know I am never too busy for him nor take him for granted. He indicated he was pulling my chain a little but appreciated our conversation!

May 11, 2007 02:29 AM