We are in a people business.
Regardless of what is going on in our own lives, and despite some rather bleak situations we are faced with daily, we have to find the silver lining in each experience. We need to be strong and positive for our clients, making sure that the focus they have remains positive, and that in most cases the sun does shine at the end of a very long and dark tunnel.
That’s what it really means to service your customers.
You want their experience to be a good one and that the lasting impressions they have will make them want to refer you to family and friends down the road.
But who really are the clients?
Acting as the glue that holds the transaction together, you have to be “on” for all kinds of clients - the buyers and the sellers, the renters and the landlords are the first folks who come to mind.
What about the vendors and developers, appraisers, inspectors, closers and yes, even loan officers who are trying to get the deal done? You all have the same goal and want the same end results, so treating each other with respect along the way should be a natural thing.
But what about your fellow agents?
All too often these “customers” are forgotten.
Being kind to each other and servicing this special “client” seems to be a thing storybooks are written about – or that HGTV highlights because in TV Land everyone gets along.
1. The Agent Who Won’t Return A Call
Has anyone ever run into the agents who don’t return your calls when you are trying to schedule showings for their listings?
You’re helping to get their property sold, putting money in their pocket, and they can’t even pick up the phone or respond to your text to give you instructions on how to do just that.
2. The Agent Who Leaves Your Offer Hanging
Or the ones who you send offers to, requesting confirmation of receipt, but the confirmation you seek takes over a week to receive.
Normally the response goes something like this:
“Sorry we got another offer that the seller went with but we will keep your offer as a backup just in case.”
Did you have that other offer when I originally sent you my buyer’s offer a week ago?
3. The Agent Who Cancels Last Minute
Or what about the agents who schedule showings of your property - knowing that you have to meet them personally to show it or that a tenant or the owner will be at the home to let them in - and they never show up or cancel?
You head out in rain, snow, sleet and hail, drive crazy to not be late, only to have the buyer’s agent never call to let you know that the buyer changed their mind and that they won’t be coming by afterall.
I find myself shaking my head in disbelief a lot lately.
Maybe it was the 'super blood moon' eclipse this week that got everyone a little crazy, but all consideration was thrown out the window in the last 7 days.
Where is the human touch?
Are these agents so out of focus that they can’t consider their fellow Realtors and respect their time as much as their own?
Is kindness and consideration a thing of the past?
You wouldn’t act like this in front of your other clients, so why do it to other agents?
...Or would you?
Perhaps some folks never got the lessons in etiquette, or were never taught to treat others as they want to be treated themselves like I learned growing up.
The next time you consider not showing up or don’t call because you are running late to a schedule showing, think twice about the impression you are making on a fellow agent – and how it would feel if they did it to you.
Maybe, just maybe, you will pick up the phone and make the call instead.
What do you think?
Kay Conageski is a professional Realtor® with The Keyes Company based in Plantation, Florida. Check out her RESAAS profile ›