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!
Tuesday, June 8, 2010
Wednesday, April 7, 2010
Creativity is key...
I overheard a conversation yesterday that unnerved me, and at the same time surprised me. It was between two agents, one encouraging another to tell their buyer not to make an offer on a home because it was a repossessed home and may not be able to have a government insured loan on it. I was surprised and then realized why my team thrives. We never tell a customer "no" or that they "can't" do something. It is part of our company, our mission statement..
Win-Win Or no deal
Integrity Do the right thing
Customers Always come first
Commitment In all things
Communication Seek first to understand
Creativity Ideas before results
Teamwork Together everyone achieves more
Trust Starts with honesty
Success Results through people
After little more than a decade in this business I would have to say that this is the first time that I have seen a more restrictive mortgage market that is causing issues for Buyers & Sellers alike, but I am telling you now this is not the time to back down. There are reasons that certain real estate agents thrive during these times.
Our customers are always given all the facts, but they are the ones in control of their real estate decisions not us. This does not always lead me down the path of least resistance or the easiest deals, but our customers always get what they want. I do not make the market, nor do I make decisions for clients. That is not my job.
Before you tell a collegue or a customer "no", try to think outside the box. Think about what is right for the customer, let them make the choice. Frequently, you will find that there is a solution to almost any challenge and everyone will learn from that process. This will help everyone in your market begin to be open to the possibilities that exist and set you apart as a leader. Every agent in my market is my co-worker & will be that wherever they hang their license.
Win-Win Or no deal
Integrity Do the right thing
Customers Always come first
Commitment In all things
Communication Seek first to understand
Creativity Ideas before results
Teamwork Together everyone achieves more
Trust Starts with honesty
Success Results through people
After little more than a decade in this business I would have to say that this is the first time that I have seen a more restrictive mortgage market that is causing issues for Buyers & Sellers alike, but I am telling you now this is not the time to back down. There are reasons that certain real estate agents thrive during these times.
Our customers are always given all the facts, but they are the ones in control of their real estate decisions not us. This does not always lead me down the path of least resistance or the easiest deals, but our customers always get what they want. I do not make the market, nor do I make decisions for clients. That is not my job.
Before you tell a collegue or a customer "no", try to think outside the box. Think about what is right for the customer, let them make the choice. Frequently, you will find that there is a solution to almost any challenge and everyone will learn from that process. This will help everyone in your market begin to be open to the possibilities that exist and set you apart as a leader. Every agent in my market is my co-worker & will be that wherever they hang their license.
Wednesday, March 24, 2010
Tale of A Short Sale Adventure
So, I've been threatening to do this for several years...so here it goes...
Tale of A Short Sale Adventure
First, let me start with the explanation that a short sale listing is never taken lightly. Those of us who are up for the challenge have our hearts in the right place or just like torture! So several months ago, when I came across a homeowner in an area that I have had several other listings and sales in the past year I volunteered to help. I briefed the homeowners on the process and with their full cooperation started into this adventure.
Within a short period of time we had an offer & began the process of waiting & badgering. Needless to say, after an extended period the Buyer got tired and walked away. This only after the unnamed mega bank had changed the locks without providing a key to us so that their Broker Price Opinion agent could get in. Regardless, about 2 weeks later we had an answer in the form of a counteroffer for about 11-14K more than the property can actually sell for at this time.
My angst is not with this process, but of the lack of communication. Have you seen the movie "Ground Hog Day"? In the movie, Bill Murray is living the same day over & over again, until he gets it right. He really has to change his attitude and get it right before he is allowed to move on, but day after day he wakes up and is still faced with it being Ground Hog Day. This is how I feel! So each day I work harder to improve my attitude, even though each day I am not able to speak with the negotiator, his boss or his bosses boss. I receive no communication, email, returned calls nor can I penetrate the walls of this institution for a set of keys that are forever lost in the mail it seems. My only ray of joy is making customer service agent that I am on the phone with laugh or at least giggle!
Bottom line, I'm not sure that the things that have been done to improve the "Housing Crisis" have helped many, but it seems to me that more must be done. I need the banks to get right in their hearts, or their customer service department to understand that we all serve the consumer. We must continue to do what is right for the customer & the bank by moving forward in a timely matter to save them the cost of foreclosure and to save the consumer their credit.
Tale of A Short Sale Adventure
First, let me start with the explanation that a short sale listing is never taken lightly. Those of us who are up for the challenge have our hearts in the right place or just like torture! So several months ago, when I came across a homeowner in an area that I have had several other listings and sales in the past year I volunteered to help. I briefed the homeowners on the process and with their full cooperation started into this adventure.
Within a short period of time we had an offer & began the process of waiting & badgering. Needless to say, after an extended period the Buyer got tired and walked away. This only after the unnamed mega bank had changed the locks without providing a key to us so that their Broker Price Opinion agent could get in. Regardless, about 2 weeks later we had an answer in the form of a counteroffer for about 11-14K more than the property can actually sell for at this time.
My angst is not with this process, but of the lack of communication. Have you seen the movie "Ground Hog Day"? In the movie, Bill Murray is living the same day over & over again, until he gets it right. He really has to change his attitude and get it right before he is allowed to move on, but day after day he wakes up and is still faced with it being Ground Hog Day. This is how I feel! So each day I work harder to improve my attitude, even though each day I am not able to speak with the negotiator, his boss or his bosses boss. I receive no communication, email, returned calls nor can I penetrate the walls of this institution for a set of keys that are forever lost in the mail it seems. My only ray of joy is making customer service agent that I am on the phone with laugh or at least giggle!
Bottom line, I'm not sure that the things that have been done to improve the "Housing Crisis" have helped many, but it seems to me that more must be done. I need the banks to get right in their hearts, or their customer service department to understand that we all serve the consumer. We must continue to do what is right for the customer & the bank by moving forward in a timely matter to save them the cost of foreclosure and to save the consumer their credit.
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