Why customers want the best service, but settle for an average experience

I am going to start this blog with a bold statement— I think all of us who call ourselves real estate agents do, as a group, a pretty lousy job of giving our customers the best experience we can. Now, don’t take this is an all-encompassing statement, but rather as a self directed look in the mirror- all of us looking… Why do I make this statement? Because I talk to buyers. And sellers. And banks. And mortgage companies. And title companies. And more importantly, other agents. A lot of other agents. Why am I making this statement then? Because I experience daily how other agents ate treating each other and their clients.
Out of my last 50 transactions involving another agent who represents a buyer, I would hazard a guess that only 3, maybe 4, were giving their customers the best experience they could. They are prepared. They ask questions and follow directions. They communicate. They are involved. And their buyers think the world of them. But that is the exception. Not the rule. Most of the time I get an email the day a property is supposed to close from the other agent asking me if the deal has closed… Instead of being AT the closing with their buyer. Or they don’t follow my directions in the MLS, they submit an offer, then I have to have them go back to their buyer with more forms to fill out and more information to gather… And they get mad at me! Or they tell me “do you know how bad this is going to make me look to my buyer?” bet I can guess…
I have two boys, ages 5 and 6- my wife and I spend a lot of time teaching them manners and to be respectful… So why is it a 6 year old can answer a phone correctly and politely, and not a grown, professionally licensed adult? At least 3-4 times a day agents call me with this simple statement “I need the lockbox code to 123 main street” no “Hi”. No “Please”. No “May I…”. Just I need… Where are your manners.?
This may sound like a gripe session, but it is not. It is to illustrate the point of my first sentence. If you treat other agents this way, there is no way you can convince me you treat the buyers and sellers better. “Do unto others as you would have done unto yourself” really should be changed for real estate agents to state “Do unto your customers as you do unto your fellow realtors” then maybe those who are looking to buy and sell may have an unbelievable experience. And we as agents may get more respect as professionals. And a few more buyers and sellers may use our services. And a few more transactions may occur. And our days may get a bit sunnier… And we could have a good experience too.

What A Listing Agent Really Wants

I Heard a commentator speaking on the radio discussing a tipic that has been around for ever and probably will never be answered- “what do women really want from men”… and that got me thinking- I may not know what my wife really wants from me, but I can tell you as an agent what i want from others involved in my transactions- so let’s give it a whirl!

First, I want a title company that will treat my file as if it’s the most important file- I’m not asking for special treatment, and not asking for the closing to be the first and most important, but I am asking for politeness and communication. When I call, I would like someone in your office to answer in a friendly manner and genuinely want to help. If the person handling my file can’t talk, then I expect a call back within 2 hours- you see, when I call, it’s usually for something important, or for information that i need to get passed on to the buyer, or selling agent, or lender, or homeowners association, or my asset manager, or my negotiator- I am calling for a reason- please make me at least feel that you are listening. And let’s take that one step further, when I email you, please, please, please respond that day- nothing infuriates an agent more than no response. If you don’t have the answer I am looking for, tell me, and tell me you’ll work on it and get back to me. And then get back to me within 24 hours.. please don’t forget me- that makes me feel very unwanted! and Please, Please, PLEASE order my estoppels and lien search THE day I bring the file to you, not a week before closing- nothing puts more stress on a listing agent that having to due multiple extensions because the lien search isn’t in yet. You know how long it takes- you do this every day! please make my life a bit easier.

Secondly, from you, Mr. Lender. Please understand that every file is different. Please tell me UP FRONT what you need for your underwriters, what they expect, and realistic time frames. Don’t surprise me two days before closing and drop a bomb from the underwriter. Please don’t keep me held up- when I tell you the seller needs 48 hours to review and approve a HUD, please plan accordingly- let your underwriting department know this up front. Don’t make ME ask YOU for the HUD-1 statement- surprise me with it in my in-box 48 hours before closing. And just like the title company, when I call or email you, IT’S IMPORTANT- please don’t brush me off!

Next is you, Mr. Buyer. Please treat me with respect. And my sellers. We aren’t dumb. We do know a thing or two about closing transactions. PLEASE refer all your questions and concerns to YOUR selling agent- that’s what they are paid for- I don’t like it when a buyer puts themselves between me and another agent- I will only see you for a few weeks, but guaranteed, somewhere down the line, I will work with that agent again. Don’t make me choose sides- you will lose. Unless of course, your agent is incompetant- Becuase if the closing starts going south, I am picking you and the agent up and carrying you both across the finish line, whether you like it or not. I don’t work for free- I like to get paid. And if your agent isn’t performing, or can’t explain something… that’s ok.. just let me know so I can speak with them myself.

And finally, the other agent. This is what makes or breaks the sale. I am certain that most “difficult” transactions start that way from the moment a showing is requested. I can appreciate that you have been selling real estate for 30 years, or that you have sold a million dollars in foreclosures, or have done 600 million transactions- but please, for my sake, FOLLOW MY DIRECTIONS. I make them very clear to you in the MLS- If I ask you to fax the offer, then FAX IT. If I ask you to use an AS-IS contract, then use that! If I ask you to send me proof of funds, then send them. You see, believe it or not, I am not making these things up- these are items requested by my seller- Dont make me ask for them- just send them. And speaking of that, please DO NOT tell me how to present your LOW OFFERS to my sellers- I have already done the comps with them, and gotten the price. Trust me, if I FEEL your offer is fair and good, I’ll let the seller know. NO ONE wants to get the property under contract more than me.. that’s why I took the listing. At least thats why I think I did! And don’t lecture me on how to get a closing done. Please ask. Be Polite. Work with me. It’s for both our benefits.

And Finally, to those of you out there who DO NOT sell real estate. As a Listing agent, the last thing I want to hear from you when YOU ASK ME how the market is doing, is about how bad your agent was, or how your uncle sells homes and you would use him, or about how you can sell it yourself becuase you did  years ago. Because these are things that make me feel uncomfortable or not needed. And I don’t really like that. But I do like to sell houses.. so let’s talk…