Giving Real Estate Customers what they want...

After a particularly nice closing last Friday with some Buyers and a Seller who were very gracious and especially kind to the point of making me blush, I started to ponder why people have a skewed view of Real Estate Agents as a general rule.  Both families told me that this was the first positive Real Estate experience that they had had in their lives?  Wow, that's scary I thought!  It lead me to ponder why the public viewed my profession this way and here is what I came up:  What I believe customers think of Real Estate Agents:

1. They will not return phone calls
2. They will not give me the information that I want
3. They will pressure me into buying or selling a home
4. They are only interested in the commission at the end

What we need to give up as Agents in order to change this way of thinking...

1. The theory that we are the gatekeepers of all the information!  Get real, welcome to the Internet where approximately 90% of people start their home search.  We no longer control the information, duh! Give them what they want, cause if you don't give them access to the MLS someone else will.
2. Not converting every phone call we get.  Guess what, every person that calls us wants real estate information if we let them get off the phone without finding out what they really need that is just bad customer service. Truth, we can help them with whatever they are looking for, it may not lead to a sale immediately.  Guess what?  If you are kind and offer to get them your contact information in writing and follow up it will lead to what you want at some point, or at least a referral if you ask for it!
3. Shut up and listen!  I mean really listen to what a client is telling you, ask questions, propose what if scenario's...it will truly lead you to helping them and becoming a customer service expert! 
4. Follow up again and again, this helps clients to know that you care.  Call them to see how they are doing, send a few kind handwritten notes each week, pass along important information and make yourself the expert!

Being kind and caring goes a long way in this people business!