Diamond River Currents...Monadnock Region...Keene, NH: I'm A Professional, And My Time Is Extremely Valuable

In this market, turning clients away seems silly. Yes they may be cold clients now, but could be just a month away from being a hot pre-qualed buyer. Id rather have them call me once they're ready to go, but mantain contact while they enter the process so that they feel assisted in the process. This builds loyalty, and referrals!

WOW!  Well put! Thanks for taking your valuable time to post this, because it was well worth my valuable time to read it!  Cheers!

 

I could not agree more.  Of course, I say this as someone who has gotten many referrals from the "less worthy, unqualified" folks who weren't quite ready to buy, but who had friends/neighbors/co-workers who WERE and who were looking for someone who would respect them and their time. Eventually many of the "unqualified" become qualified - many times, with our help in matching them with the right lender - and they do not forget how they were treated at the start of the relationship.

Thanks for the words of wisdom;  definitely worthy of "my valuable time."  LOL

Kim,  I enjoyed reading your post and agree that our time is not more important than others or potential clients.  I have been pleasantly suprised by nice compliments from my clients - and many of them boil down compliments about taking lots of "time" with them to answer questions, educate and do whatever needed to be done to help them.  This is a very worthwhile post. 

Not only TIME, but TIME on THEIR TIME, not when it is most convenient for us!  That means evenings and weekend hours too, since most people who buy a home also have a job that requires them to go to work, usually during the day!

Right with you!  I have been criticized by other agents in regards to my approach to clients.  They say, "You need to set boundaries...blah, blah, blah."  But I tell you, I am happy to answer a phone call, I am happy to meet with a client and even show a home before they are pre-approved, I am happy to "run the numbers" for a seller before getting their signature on the listings agreement.  I invest in the chance to establish a relationship.  I haven't lost yet.

I think the key is managing your time and priorities well.  As a Realtor or loan officer, we have a lot of flexibility that we don't always use well.  Then we get frustrated when others put demands on our time. 

Kim nicely put.  I think we as realtors are professionals.  I thnk that our clients do respect out time as long as we respect theirs.  My clients understand if I have to go to a function for my child and we SCHEDULE time to meet the next morning or afternoon at their convenience.

Realtors have gotten so far away from good customer service that it amazes me that some are even still in the business.  Clients come to us for help and advice.  We ned they have a choice in doctors and lawyers.  They also have a CHOICE in realtors.

BE the realtor your clients choose.

Exactly - it is important to value the time they took to ask a question or show interest in a home or property or want to know the answers to some seller questions. If you want the 9-5 no weekend job - this is definetely not it. A lot of the agents lose their clients because they don't give the same value to their clients time and or they don't communicate in a way that is convenient for their clients (or at all). Their time is just as important as my time. Well thought out comments  in your post. I like it. Thank you.

How about this one...  "I only return calls between 10-11 and 3-4";  that one just gets me.  Forgive me, if I offended you and the GURU that gave you that line to put in your voice mail.  But seriously?  Who wants to work with someone that is so rigid in how they work.  Time management is one thing, but do you need to be so blunt to your audience about it?

Being inflexible doesn't necessarily mean you're being dismissive. There are many things you (or any agent) will choose to be flexible or inflexible on - time is pretty vague.

Does that mean the value you not wasting their time by being concise?

OR

Does that mean they value you holding their hand and assisting them with things, thus consuming a lot of time?

It really depends on the person. You have to know the client. Personally, I'd prefer to be given a checklist of things to accomplish versus being verbally walked through a series of simple tasks. Some people wouldn't. I think it all comes down to knowing who you're working with and meeting their needs.

Well put.

Quick story. About 6 years ago I took my wife to a Mercedes Benz Dealership to look at the new CLK's. My wife said she wanted a SUV but I thought she would enjoy a Benz. When we went in for a closer look we thought it was nice that the Sales Manager was the one who decided to help us. Little did we know because of our young age the Sales People didn't want to waste their time with apparent tire kickers looking for what they thought was a joy ride.

It all came to a halt when we asked the manager if we could drive the car. He looked my wife in the eye and asked her if she was "serious about buying a Mercedes?"

My wife is the most well mannered person on the planet and laid back to boot. But when she turned and cut me a look that would have shattered a normal man I politefully declined the test drive and left the dealership. Within a few days she had her new loaded Jeep she wanted in the first place. We have since steered everyone away from the dealership.

We buy her a new car about every two years. A lot of business that dealer will never see.

From one Kim to another...you are right on target.  That doesn't mean you can't choose whom you'd like to work with.  For me, once I decide they are a good fit, they get all the time they need, and that I can provide.  That's what makes satisfied clients and referrals!

I hope real estate is well in New Hampshire! 

I like your directness and I agree with you.  We are in a service industry and that means providing time and energy in a manor that is sincere.  A client deserves to know that they are valued.    

Here Here!

If I am going to spend my time with a client, I am going to make sure they are serious about buying or selling. Once someone commits to us, I have no problem giving them my time and will run through walls for them. However, this is still a business, and we need to be efficient with how we spend our time. Thanks for the post.

Buying a home is a process---and sometimes it takes years.  As a former teacher I like to think of it as an education--and I've had some clients take ten years to graduate to home owners--but it was worth it. 

Everyone has a different style of working and you and your clients' need to be a good fit.  The key to any good fit is communication and of coarse, that takes time.  Laying down the law and refusing to take a client out until they have a preapproval is just self-defeating.  If you take the time out to develop a good realtionship with a potential buyer and earn their trust  then someday this potential buyer might become your buyer and in the meantime becomes a source or referrals.

Besides, many of todays buyers are first time homebuyers who don't know alot about the buying process so on a first and maybe even second meeting we're doing alot of educating.  They may not even know what a preapproval is and often think it's not something they need until they find the house of their dreams.  Why alienate them!

Kim - I couldn't agree more.  There are 1,000's of other agents out there but they chose to work with us, in some cases it is an honor and a privelage. 

 

-Matt

Atta boy!..uh..girl. :-)

Seriously, I think that you do need to spend time with your clients.  The key word being, "client."  I think that you have to firmly establish a buiness relationship (whether it's a signed contract or implied) before committing too much of your time to people that generally aren't interested in working with or simply aren't able to purchase, regardless of their desire to do so.

Great post.

I understand everyone's concern on the comments and agree that we must make time for the client and pre-qualify them as to what their goal is as far as looking at properties, do they want to look at 100 properties before deciding which neighborhood to live in? Then it's your TIME to re-qualify their motives.

Hi Kim

Your post is well said, a real estate professional value the time of the customer their time as well.

Good luck and success

Lou Ludwig

The Value of Time

•·       To realize the value of one year, ask a student who failed a grade...

 •·        To realize the value of one month, ask a mother who gave birth to a premature baby...

 •·        To realize the value of one week, ask someone just returning from vacation...

 •        To realize the value of one day, ask the editor of a local newspaper...

 •·        To realize the value of one hour, ask the lovers who are waiting to see each other...

 •·        To realize the value of one minute, ask the person that just missed a train...

 •·        To realize the value of one second, ask the person who was just involved in an accident...

 •·        To realize the value of one millisecond, ask the Olympic athlete that just won a silver medal...

Never talk down to a client or be too busy for a client.  They do appreciate you taking the time

Ahhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh

Now that's more like it. I tell ya, reading all the cheerleader comments on those other blogs is almost embarrassing for me to be a part of that community.

Our clients' time is every bit as valuable as ours. And if we want a commitment from them, they are entitled to a commitment from us. And someone's gotta go first! I'll go first and commit my time to my precious clients or clients-to-be all day long. It seems so obvious.

Rockin' Kim... I'm so glad you got the nerve up to post this! And congrats!!!

Excellent post!  Time is valuable to everyone and should be respected by everyone. 

and this is the perfect time and place to say "if you are too busy for your clients I AM NOT!"

Matt--Even in a good market, why slam the door?  You never know where the next client may come from.

Rick--Wow--thanks!  I appreciate your sharing a bit of your valuable time to comment...Cheers to you, too!

Susan--Girl, you are one smart cookie.  A little time and compassion can go a long way...sometimes a long, long way!

Vicki--I've heard the same from past clients.  It's amazing how much people appreciate something so basic--and kind of sad that they're so surprised by it!

Michael--So true!  If they're not working, they probably aren't going to be able to make mortgage payments, are they?

CJ--I invest in the chance to establish a relationship.  I haven't lost yet.  I'm with you 100%! Congrats on your "undefeated" season!

Olan--Time management is certainly critical....and having flexible hours doesn't always make that easier!  But we can't hold others responsible for our lack of organization, can we?

Kim - some pretty valuable insights here, and I suspect there are many folks who enagge in thes behaviors that may suggest we think our time is more valuable. I always spend a lot of time with buyers I am getting to know, especially first time folks and they always seem pleased, and even surprised, at the amount of time taken to review all that they need to know and to answer questions. Same true for sellers - some discussions can last hours!!

But it certainly makes sense to try and ensure we are not off on a wild goose chance with someone who is not qualified to buy, or has no intention, is using multiple agents all over town, and has no real idea of what they want or when. Similarly buyers and sellers need to know that WE are committed to them and wll spend the necessary time to help them achieve their goals.

Jeff

My all time favorite: "I am too busy to ________ (fill in the blank - help a past customer solve a problem etc)  because I have bills to pay".

:) kate

We definitely have to be on our clients time...be available and give them enough time to digest the information they need to make informed decisions.

Kim - WOW !!!!!!  What a great post !  It is true that time is a great asset, and I think you are right, Realtors can be too of the things you mentioned... I think it is critical to ask questions and make suggestions.  We are proud to have a team of people so they can always use the leads !  It is a good reminder here to not to make assumptions or be presumptive with the prospects !

"Assuming that because a buyer has not yet obtained a pre-approval from a lender, they are not a serious buyer isn't being professional.  It's being shortsighted."

I disagree!

You are not being professional when you submit an offer and it gets declined because their is no pre-approval.  In my area, most sellers are requiring you to submit offers with certain documentation--a pre-approval is one of them.  In this tough real estate market, lining up all your ducks makes sense and is the most professional way you can help your client.   Working otherwise.....is being shortsighted!

As a lender, I work with many clientswell over six months before they are in the position to buy.  These are usually the clients that refer multiple deals to me.  By spendingtime and always being respectful to clients your pipeline will help itself grow. 

I'm thankful for your post.  I've been in this profession for about 10 years. I've determined there are two ways a licensee handles people (customers and/or clients).  Either the "old school" or the "new school."  Old school would have a nasty agent saying things like that "My time is valuable."  The prima donna method is another moniker I use.  Old school agents assume that the person "crossing the threshold" of their open house is their client . . . and the list of comparisons could go on.

Dale--It's a two-way street.  If we work to accommodate them, they are more likely to do the same.  People do, indeed, have a choice.  If we don't take the time to get to know their situation, we'll never even be in the running.

Valerie--Thanks!  It really does all boil down to communication and respect for our clients.  They're not only giving us their time, they're giving us their trust.

Steve--I've gotten those, too.  Doesn't give me the warm fuzzies. Maybe if everyone worked on my schedule that would work...but heck!  I'm in real estate and a mom...more often than not I have to work around other people's schedules.  Unless the Guru wants to do carpool duty...then we'll talk.  ;-)

Jennifer--absolutely some people would prefer a checklist and be sent to tick things off as they go.  However, if we don't take the time to find those things out, how do we know what works best for them?

David--love that story!  If we make assumptions and rush people along, we stand to lose.  A little time and a little respect go an awfully long way. 

Kim--Absolutely!  But if we don't take that time, we'll never know, will we?  Thanks!

Rebecca--Thanks...how can we expect our clients to value us if we don't return the favor?

Debra--*smile*  *smile*

Dan & Amy--I have no problem with efficiency, but we can't forget that we're dealing with human beings who may not be as well-versed in real estate. We need to lay the foundation for a relationship before we can expect any kind of meaningful commitment, don't you think?  And that sometimes takes time.

"Sending clients away because they balk at jumping through all your pre-determined hoops isn't being professional.  It's being inflexible."   I must kindly say I couldn't disagree with you more!  I don't think having safe guards in place against working with buyers that are not even capable of purchasing is being inflexible, it is being smart.  I certainly cannot see how taking an overpriced listing is anything but plain silly in today's marketplace.  I will devote 100% of my efforts to anyone that will work with me 100% as their agent!

I think that, as professionals, the first thing we need to spend TIME on is building relationships with our clients and potential clients.  It isn't to get them pre-qualified, or give them a list of staging suggestions, or get our contracts signed.  It's to BUILD THE RELATIONSHIP.  Once you've done so, then you're able to move onto educating them and getting the back-office work done.

Look, we all know when people are wasting our time.  Let's wait until people actually take advantage of us before we start instituting measures to protect ourselves. 

I agree - of course there are exceptions to each statement, but I think you were right on target!

Agreed - reminds me of an agent who had all these rules about when to call, when he would answer, etc. etc. and it translated to a whole bunch of other "issues" as well. It was crazy. But got it closed. On another similar note - especially recently we have had a few occasions where the buyers call from their car saying they are in their car driving around and want to go look at houses - then and there. Sigh. We try to be as accommodating as possible, but are busy and certainly don't sit on the couch waiting for the calls. And these are buyers we had already shown houses and the next showings had been scheduled for a couple of days later. ~Rita 

Very nice post.  Very good reminder.  Always back to the golden principle of how would you like to be treated.  I am going to pass this one on to my team as a reminder to be attentive, patient and to give of your time ... wisely.  Thank you for such a well-written piece.

Kim, I so agree with what you saying and think it is arrogant to judge someone and/or put ourselves above others. I wrote a post today about finding out Realtors are not showing up to preview houses for a potential listings.  Your thoughts above remind me of that same mentality ~ I hope I never there.

I value my time.  I value it a LOT.  I value the time I spend with my wife and with my kids.  I also value the time I am able to spend with my clients and prospective clients.  I feel that I am fortunate.  I work with others that also value me for the time I freely give them to make things happen for them. 

Hi Kim!  Great post.  It seems like for quite a while all I had was time.  I have found that even if a contact does not result in a sale that every interaction I have in real estate gives me the opportunity to practice what I do and use my experience to benefit someone else. 

I love what I do, and i don't mind sharing what I know with the public!

Kim:  100% agree with you.  Anything less is not professional.  Two simple things I try to keep in mind when working with our customers and clients are:

1.  Treat each and ecery client as you would like to be treated; nothing less!

2.  If something is important to my client, then it is vitally important to me!

Kim -

Whoa!  Right on the money!

I have found in now 15 years of the business that the first red flag of poor service is a lack of communication.  In these cases, the offending agent didn't feel it necessary to put the proper amount of TIME into the relationship to share input, thoughts, reaction and counsel on what a client should be doing.

Why?

They shy away from the clients!  They are afraid of offending them!

Or, they feel it is a waste of THEIR OWN time to try to right the ship of a failing relationship.

But wait - isn't your investment in TIME, and the EXPERTISE that comes from using your time with your client wisely and unselfishly, precisely why you have been hired?  What else can you offer, assuming your marketing program is just as strong, or stronger, than the next guy?

Now, don't get me wrong.  Some clients are TIME WASTERS, and offer little in return.  These clients often must be jetisoned - yes?

But, when you work with a client, and decide to serve them properly and professionaly - your investment in time with them cannot be compromised!

Thanks for the share - hope you don't mind my two cents worth!

DEAN & DEAN'S TEAM CHICAGO

There simply just needs to be a healthy balance between the two extremes.

Drew

Norma--I love that analogy!  And I'll bet your clients love working with you!

Leah--I agree 100%.  Time is relative...some need a lot, some just a little direction.  If we don't take time to establish what their needs are instead of trying to make them fit ours, who are we serving?

Matt--It is an honor and a privilege (95% of the time *smile*.)  And it's certainly worth taking a moment or two of our time to remind ourselves of that.

Roger--I think we agree.  If we don't invest the time to get to know people and their unique situation, how can we properly represent them.  Some situations take more time than others, but I really feel it's our responsibility to be sure that we are the right guy (or gal!) for the job.

Sonny--I've never had a situation like that, as I live in a fairly rural area...100 neighborhoods?  Not even close!  However, I think that if I take the time to listen to people, I should be able to get a good grip on their "motives" and would be in a better position to suggest how they might streamline the process.

Lou--Thanks for the kind words.

Green Parachute--Thank you for posting that.  I think it puts a finer point on what I was trying to say.  The amount of time we spend with each individual is relative.  Some need more, some less...but  the quantity of time doesn't lessen the validity of their right to expect it from us, nor the value they perceive in it.

Russ--They do...that was apparent in the responses I got on my email query.  Without them, we've got nothing BUT time on our hands.

JA--Thanks for the nudge ;-)  You and I have always seen eye-to-eye on this stuff.  I'm delighted to see so many others are right there with us.  There's hope for this industry, yet...LOL!

Kim

I agree with you 100%. In our profession we need to dedicate time and energy to every prospect. How else would we understand their needs. Real Estate is not an easy business. It is always full of surprises. We are helping our clients to make huge financial decisions. We need the time to think, reflect, and plan in order to help our clients. Also, by dedicating as much time as needed we minimize the potential conflicts of law suits and unpleasant surprises.

 

Hi Kim, You are right on...but with a caveat. I think we really do need to gently turn our customers into clients...not because a customer isn't trustworthy,but because we need to protect ourselves against other "professional" predator realtors.

Of course, we all have our own approach to how we conduct our business.  I don't think there's an either/or response to buyers.  We can be professional and spell out a home-buying process that we follow consistently (fair housing laws require we treat everyone equally) and still take the time to listen to peoples concerns and needs.

Kim,

I think your Time has a lot to do with experience. Sometimes you just can't avoid that client who is wasting your time. a.k.a.  Already has a signed contract but wants you to show properties because there agent is busy, and somehow forgets they had the conract. But an experienced agent can greatly reduce these problems before too much time is "wasted," by asking and probing the potential client. My 2 cents. :)

-Lisa

I think spending time with our clients, educating them and consulting with them is of primary importance. I also believe that educating them about how we work and are compensated is also important. 

I am not too busy to educate people; I am too busy to work with people who want to have 3 agents looking for them at the same time or who won't adjust their desires to capacity after being educated and informed.

First time buyers have many questions and need a great deal of time; yet, they are some of my favorite clients because they get so excited about everything.

Kim - great post.  You've got to be in the people business as much as the real estate business.  Creating and cultivating relationships should not only be what we do, but how we increase our business.  People aren't going to refer many people to you if you don't spend "quality time" with them.

Boy did that sound sappy...must be about bedtime or something...  :) 

Kim - Your approach is to customers who are buyers makes sense. However, in one of the recent posts I've seen about prequalifying the buyers the writer stated: "My sellers request I show qualifed buyers only.  They too do not want someone going through their home, if they are unable to buy." That was the context in which her subsequent statements about prequalifying the buyers were made.

Kim- I enjoyed your thoughts.  I agree, relationships take time.  We need to take the proper time to truly listen to our clients and be able to do our research and then consult them on the best way to go. 

I also must say that pre-approval is essential and absolutely in the best interest of our client.  Having a pre-approval to present with an offer is a must and it is a big part of respecting our client's time.

Kim,

Very gutsy post. I bet you were expecting to see much more "old school" broiling :). It is so encouraging for someone in his first year in this SERVICE oriented career to see all these positive replies. One never knows just who that client in blue jeans and a flannel shirt is that appears at first to be a "waste" of your time. We might be qualifying them, but they should be qualifying us at the same time. I have always judged people a great deal, not by what they wear or the home in which they live, but how they treat others.

I just closed on a huge deal...a $76,000 bank owned property. The reason it was a huge deal is because I stopped by to see how the move was going, and the buyer said that he keeps walking through the house saying to himself, "I can't believe I actually own a home." I had a huge part in that. And sure, it wasn't a million dollar lake home...but to him it is, and THAT is what is important.

Thanks to each of you for the inspiration. I am really going to like moving forward in this career.

Cindy--Agreed-thanks!

Jennifer--LOL...timing is everything!

Jeff--I agree we need to be wary of the elusive wild goose, however, sometimes we see that what we thought was just an ugly duckling is really a fledgling swan just trying to figure out its way home.  Thanks so much for your thoughts!

Kate--LOL!  Unfortunately, the bills keep coming, no matter how busy we are (or aren't!)

Sonja--Yep!  We have to do more than tell people, sometimes we have to teach them.  In my experience, it's much appreciated.

Christopher & Stephanie--Thank you.  You know what they say when you assume  ;-)   All the best to your team!

Aida--I would never suggest that a client make an offer without having their financing in place, as that would be a waste of everyone's valuable time.  I would suggest we take the time to help them get their ducks in a row from the beginning...regardless of the market.

Mark-It's a pretty good return on your investment of time, isn't it? 

Hi Kim,

Great post! However, I think a couple of people might want to go back and re-read it though. Because, if I'm reading correctly, it really boils down to being more about attitude than it does about how, where, or what people actually spend their time on.

There was another thread here about agents not calling to cancel a showing. One person responded that when they are with clients they are so busy sometimes they just don't have the time to call. I can understand that, but as a seller my reaction would be, "Yeah? Well, I'm busy too!"

I know an investor who always used to say, "If someone likes you, they'll listen to you. If they trust you, they'll do business with you." The way I see it, neither "like" or "trust" can be mandated, stipulated, or written into some list or agreement.

Again, great post. (but I have always enjoyed reading your stuff)

: )

A client does deserve to feel their time is valuable and should expect to revice quality time with you. Great post!

Great comments here - I'd like to comment on George's post above about the seller expecting only qualified buyers in his or her home. I think that's a matter of setting appropriate expectations with a seller. In 12 years, I have never had a seller say those words to me because I tell them upfront that I have no control over who looks at their home - some will be real buyers, some will be agents previewing the competition for their upcoming listing, some will be buyers out for the first time who won't buy for six months. However, I continue, any activity is good activity, even if it doesn't result in a sale because the home has been exposed to one more (actually probably two or three more counting the Realtor & buyer(s)) and exposure is always a good thing. We should do everything we can to encourage showings, rather than look for ways to trim them down. I'd much rather risk my seller being a bit irritated at lookie-loo's than miss a previously luke-warm buyer who suddenly turns into a red-hot one.

My sellers ALWAYS say - "Of course! We want as many people as possible to look at our home!"

You make a great point. It's all about how we present ourselves, and our mindset I think. I don't think I have "rules" for what a client must do before we work together, I feel it is my job to explain to them what the benefit to THEM is by getting pre-approved, and why I recommend pre-approval before we look at homes, etc. I share with them how by doing this extra work TOGETHER up front with me, it will be a much more efficient experience for them. I always need to let them know I am here to help them, and from my experience, I can guide them through the steps they should take so I can BEST serve them.

The agent-client realtionship is not at all about telling someone "come back when you've gotten pre approved." It is all about telling them "I'll arrange for my mortgage contact to meet with all of us and get you a rock-solid preapproval." How true your words are.

Kim: Yes.. We see this way to many times. The bad thing is many of the ones who may be guilty of this infraction only claim to be professional.  Don't get me wrong.. there are many professionals out here. Just some just the tag line to presume the role. 

 Time Management is a topic many of us need to work on. Of course if we don't have time for our clients and value their time as well, then we may end up with plenty of time on our hands... IDLE TIME.

There's going to be lots of pros and cons about this post, as there already have been.  But I think there are some assumptions about what a "professional" is that could stand a little refinement.  I don't think it's professional to turn someone away because they aren't qualified yet; but I DO think you should make haste in sending them to talk to a mortgage broker to find out what they are really qualified for, before you start showing them houses.  If you drive a couple around looking at homes because they "think" they will qualify, you just may find you've wasted EVERYONE'S time when they don't qualify after all.

Being a "professional" real estate agent doesn't mean you're supposed to roll over and play dead, and let the client drive you around!  You're there to size up their needs, how realistic they are being, and to help them with the benefit of your experience.  You aren't supposed to just say "Yes" to every request.  Explain things, of course, but that includes determining whether or not the buyers are really in the category to begin with.

So are you saying that we should run out and show properties to everyone who calls us off of a sign or ad without knowing their motivation andfinancial qualifications? Just want to be clear. Are we supposed to just provide information to people, spend hours at open houses, thousands of dollars marketing, countless hours prospecting just to be tour guides....at what point do you tell your children and spouses....yes the time I spend away from you on weekends, holidays and evenings providing free information and home tours will hopefully end up putting food on the table?

Are we supposed to be open books of knowledge and information driving people around for days just to find out they don't qualify for a mortgage, or so they can go buy from another agent, or go to a builder, or buy a FSBO?

And then what about those sellers who after getting a call that someone wants to see their home today...possibly a Saturday so they spend the morning preparing the house, packing up the family, crate the dogs and completely rearrange the day for a showing.....I wonder if they would be okay with the fact that the buyer coming through maybe hasn't talked to a lender????

The way I see it if a buyer is not willing to spend 15 - 20 minutes on the phone with a lender before I take time to prepare for and show them properties there is no reason for me to do it.

Really.....

We must remember to do unto others as we would have them do unto us.  If we treat everyone we pass as the special person they are we will show them they are valuable.  Sometimes our time does run short and if this is the case we need to be honest with those in our lives and let them know.  If it is a client than having a partner in real estate is helpful. 

Atta Girl...

Sorry Kim, I just couldn't resist. Now where the heck did I leave my poms poms? :)

TLW...ROAR!

Oh...

I don't suppose you have the time to help me look for them? :)

Please don't be mad at me, I'm just messing with you.

I think you're post is wonderful. Everything I could say has already been said. I don't have the time to submit a redundant comment :)

TLW...ROAR!

I will give plenty of my time to a buyer, but when I am starting to invest even more time, I think it is ok to ask them to get preapproved since I have already shown them my dedication to them

Hi Kim: Time is important and valuable, whether it's your own or your client or potential client's. I have no problem using my time to answer questions; however, I still think it's important to get buyers pre-qualified before showing properties--I need to know exactly what price they can afford, not what they think or wish they could afford--because showing homes to buyers who aren't pre-qualified is a waste of their time, my time and the seller's time. After they are pre-qualified, I have no problem giving them all the time they need. Thanks for this post!

Have a great day,

Anne Rains

Wow.  Lots of positive comments for that post.  I also agree.  I am in the home inspection business and one of the very first things I learned many years ago was to take all the time that the client likes on site.  You may spend an extra fifteen or twenty minutes there making them satisifed that they know what they need to. It may make you a few minutes late to your next job, but it also brings return business from a satisfied client, and may also keep you out of court over a lack of understanding!

The point of this post isn't that you don't ask your clients to get pre-qualified, or that you let them run all over you.  The point is that YOU HAVE TO INVEST in the relationship prior to doing so. 

For some clients, it can be a sign call where you talk with them on the phone and they happily call their mortgage guy for a preapproval before seeing the property.  For others, you might have to...gasp...spend an hour or two of your time showing them the home in order to get in front of them and build a relationship so that they are receptive to your advice.

I want you to seriously take a step back and think about this:  You're a Buyer.  You know that there are a million agents out there in the market.  You call one.  They tell you that a) not only will they not show you the property until you've presented a pre-qual letter, but b) you also will need to sign a Buyer's agency contract. 

I know what my response would be, and it's unprintable.  What would your response be? 

We've all been burned by clients before.  We all wish we would have spoken up sooner, stuck to our guns, etc.  But if we're honest with ourselves, we absolutely know when that's happening. That's the time to stand up and say, "Hey, we really need to get a pre-approval before we move forward - for your sake." or even to cut those clients loose. Not create rigid hoops for potential clients to jump through BEFORE we even begin the working relationship.

Good reminder to all agents.  Your thoughts on time are very relevant, but it also shows respect for your client when you do value their time.

 

WOW!!! What a great post. I couldn't agree with you more. Thank you for putting my thoughts in to words!

Thanks for confirming that it's ok to meet with these potential clients the first time, or spend a little bit of time on the phone with them.  It's always made me crazy when a "professional" (doctor, lawyer, dentist, etc) makes me wait for no apparent reason just because they view thier time as more valuable than mine (of course, barring and emergency - then their time really is more valuable than mine). 

Great Post!  If we only worked with people that were ready to buy NOW, we would lose a lot of our future business.  Granted, we don't need to have extensive showings with them if they are not ready to buy now, but definitely we need to be answering questions and building relationships with these buyers.  I sometimes think that we know this business so well that other people should know all the answers as well as we do.  Not So! 

Enjoyed your post.  Time is important...and letting your clients know you value them is a key to success.

Nice post Kim.  However, I can't say I agree 100%.

I think there needs to be a fine balance.  Assuming someone isn't a good buyer because they aren't prequaled might be short sighted, but conversely, it is extremely irresponsible to hop in a car and start showing them homes they can't afford. (They might appreciate you, and send you a box of chocolates after you've driven them around for the past 3 weeks only to find out they can't afford but a home 50% as much as what you were looking for and decide to rent for the next 2 years...)

I've seen way too many of my agents waste hundreds of hours (and who knows how much money) a year on clients that aren't qualified to buy a home, or are not even remotely close to being motivated sellers. 

Sometimes it's not a matter of being a snob - it's just smart business. I agree that saying "I don't have the time" isn't professional, but if we didn't set some boundaries, we'd all go broke because of the number of unqualified prospects we volunteered our time with.

Thanks for putting this out there. I have to agree with you!

Great post, Kim... Filled with information and good advise that we need to stay constnatly aware of.  You're exactly right!

I don't think having boundaries is unprofessional. Those boundaries will be different for all people.  Some people won't give up their TIME on Sundays for buyers due to religious beliefs and that is fine.  I have no problem with people that highly structure their days and only return phone calls during certain times.  As long as they call back and get it done, I don't care.

I think most people, and you, would agree that being a doormat is not good for you or healthy for your business.  Everyone will structure their time differently.  The most important thing is that their clients understand how they work and are okay with it. 

I also think that what you are talking about is a prospect and NOT a client.  Two totally different ballgames.  Some people weed prospects out faster than others.  I don't know any good agent that doesn't give their client, not a prosect, the time they deserve. 

 

Being a professional is not about all of us doing business the same way.  I have met professional doctors that I don't care for and look for another one.  Agents are no different. If a prospective buyer wants to be able to call their agent at 10:00 at night, they would not choose me.  They would go to someone else.

 

You may interpret someone's actions as dismissive and someone else does not.  Where does it say that the definition of being professional means we all do things the same way?

Reminds me of a local Doctor here in Ventura. I'd asked him a few questions regarding my allergy and he said to me " I'm sorry but I don't have time to chit chat" And this was after being in the waiting room 45 minutes before being seen.

The good news is that he's now practicing in another state and his wife got tired of his superior attitude as well I hear.

At the end of the day (or transaction) isn't our time part of what we get paid for?

Kim - Upon reading your post as well as your comments, my first impression was to go the route of "The Lovely Wife" and tell you "AMEN !!!  BRAVO!!!"  Because like you, I also get a little irritated and annoyed when my clients tell me stories of how dimissive, superior, short-sighted, inflexible and unprofessional their Realtors have treated them.  But then again, I also agree with Melina too.

The thing I forgot to consider is that these were my clients complaining and not prospects.  She makes a very valid point in distinguishing between the two.  When I first meet and/or speak with a prospect, besides talking to them about the loan process and their loan options, we also talk about what they are looking for in an LO.  In return, I also talk to them about who I am and I how I work.  Only when we both understand each others expectations do we agree to work together and that is when they become a client.  Not everyone I talk to is a client nor do I want them to be a client.

Like many Realtors, I also have a process on how I distiguish between a prospect and a client and you are absolutely right when you say that if we as professionals are not willing to spend time with our clients, then we are of no value to them.

It is not only about managing time, but it is about putting the time in by communicating with our clients and learn what it is that they really want, what their motives are, what is the deciding factors, how they qualify, etc., etc...........that can only happen by investing time and listening.

Well written. Thank you.

As I always say. If you don't want to take the time or effort then reffer to someone who does.  At least you can get rewarded for your initial contacts and the potential client can get what they need.

Kim, I agree that we should spend as much time with our clients as they need.  Emphasis is on CLIENTS.  It's easy to get caught up doing tons and tons of work for "free" with non-clients who will never pay for our services.  That's why I have to step back and ask myself if this is a client (communicate every day), a prospective client (answer any questions), or just a mooch (help them as time permits).  Of course, I could spend hundreds of hours helping prospective clients, but I only have so many hours in the day.  And I must take care of my family, home, and other commitments too.  Or maybe first?  That's why I have to be good at assessing WHICH clients are serious and to spend the bulk of my time with them.

Join my new AR group and post your blog at http://activerain.com/groups/virtualoffice

Regina P. Brown

I agree with you for the most part.  It's a fine line one has to walk, in order both be productive, yet compassionate and understanding.  Sometimes, I get a sense that a person just isn't going to work out, and most of the time I'm correct.  I try to bend over backwards for my clients, and my reputation shows as a result of having a very high referral rate from past clients, but on the other hand, some people just aren't motivated, or have complex issues to sort out, that not even we as agents can appropriately address.

I think having a "one size fits all" canned response to this doesn't work.  On the other hand, ensuring consistency is also paramount due to Fair Housing laws.  Real estate is a complex business with no easy answers, no matter how much we want to comparmentalize and systematize things.

Amen to that!  Kim way to go on the feature.  I'm also proud of you for having the guts to put your thoughts about time out there.  You don't have to convince me about this one.

Kim, I agree to a point. I am one of those brokers who is very tight with their time. BUT I am always willing to answer questions and provide information. I'm just not quick to jump in my car and show properties or meet with a seller who has not been qualified over the phone. I think the key is knowing when to spend our time.

For example: If a seller calls me to list their property if I don't take the time, over the phone, to ask qualifying questions such as, How much do you owe? Why are you selling? What are your expectations? etc....I could very well be wasting my time AND their time.

Or if I jump in the car and spend my time showing houses to an unqualified buyer, then not only have I wasted their time and mine, BUT I have also shattered their dreams when they find out they can't afford what hey have been looking at. 

So we MUST be very cautious when it comes to our time. Buyers and sellers have to provide us with information up front so we can make the decision about whether or not we are good 'fits".

I'm a professional real estate broker. I do not have to work with everyone that wants to work with me. It has nothing to do with being superior it has everything to do with watching my time so I can invest it in the folks that I do choose to work with.

But of course we all have to find what works for us.

Good topic and very well presented Kim.

I'm with Broker Bryant on this one. I will spend plenty of time answering questions, but I don't show homes to buyers I have not qualified.

I agree 100%! We often forget that as an "industry professional"(national average salary of $26K/yr) our time is not worth much as a group. Only the true leaders and producers in our business can make such a statement anyway. The 80/20 rule no longer applies to our industry! 6% of the agents create 94% of the business.

We need to purge ourselves of the undedicated masses that infest our industry. Get commited or get out of the business. Sorry, did that sound mean?

I think sending that to your SOI was a great way to show them you are listening.  I'm curious how they responded to you?  was this an email, postcard, letter? 

Rather than sending them a card about what I just sold and how great I am - I find this to be a great idea and may just use it also (hope you don't mind).

We all have buyers who are out there who are serious and trying to connect to an agent.  What I don't like is taking someone out showing them lots of homes, maybe once or twice and then then simply won't respond.  I would never do this to anyone in any business.  I am brutally honest and just tell them I don't want to wast your time, I'm not ready or whatever the reason is.  I simply don't understand this kind of behavior.  However, on the positive side, it's good to know that early on as well.  Maybe they weren't feeling the connection with me and that's ok too - just let me know. 

I'm baaaaaaaaaaaack...

Dismissive...Superior...Shortsighted...Inflexible. Sounds like the health care industry :)

TLW...ROAR!

Very good post! I do agree. Thanks for the incite.

Kim,

Your post is most insightful.  Too many agents want all the little ducks in a row before they will even consider working with someone.  I do think we need to manage our time well, but I think that part of that is investing in the future and working with people who might not be ready now...but will be future buyers...and know others who will be or are buyer's now...But I also believe we need to make sure we value our time and our other client's time by making sure the time we spend is productive.

Kim,

Great Post. I agree we must manage our time effectively, while being respecting our client time as well. In a nutshell we must act professional before we are treated as professionals.

My apologies for not getting to this sooner... do I have to sit in detention for being tardy?

I can honestly say that I'm completely blown away by the response this post has generated!  Had I known what I was getting into, I probably would have waited a couple of days before posting it.  Yesterday, I attended a Professional Standards Workshop being held clear across the state (in a hotel that, of course, was having issues with their wireless internet service) and was unable to read all the comments until last night.  Rather than spew out a bunch of nonsensical replies, I decided to wait until this morning when I could "hit the blog running" with a little more clarity and a couple cups of coffee in me. 

Before I go any further, it bears repeating that this post was based upon feedback from regular folks who are not in the real estate industry.  I asked them what they valued most, and this blog post is a compilation of their responses. 

As Michael Cole pointed out, it's not so much about "time management" as it is about "attitude" and the message we send and how it is received and/or perceived by the public.

Okay...I have my work cut out for me.  Thank you for your patience, for taking the time to participate in the discussion, and for generating enough buzz around my little post to earn me a gold star!  I'm not totally clear on how posts get featured, but I am honored and most appreciative.

Thank you all (yep, here it comes...) for your time! ;-)

Carla--Thanks for commenting.  As the saying goes, "there's more than one way to skin a cat." (icky, but I think you know what I mean!)  By asking people what's important to them, we're better able to deliver the quality and professionalism they seek.

Jason--I think we need to be mindful of the fact that what we may consider "safeguards" can be seen as "barriers" by consumers.  I do appreciate your comment.  Regarding taking an overpriced listing...it's not just silly, IMHO it's irresponsible.  (another topic for another day!)

Heather--BINGO, baby!

Sheila--I'm glad you agree.  And it's the exceptions that keep things interesting, right? ;-)

Rita--Buyers, Sellers and Agents come in all different flavors.  It's a whole lot easier to determine which type they are when we establish some sort of rapport with them.  In my experience, the vast majority of people understand when we explain that we have other commitments.  I think it's a bit presumptuous to expect them (be they buyers, sellers or agents) to accommodate us if we aren't willing to do the same for them.

Julie--Thank you so much--for wanting to share this with your team and for your kind words.  I really appreciate it!

Kelly--I don't think you are in danger of ever "being there" LOL  Thanks very much for your comment!

Lane--I think we agree in principle (although perhaps not in the delivery?)  I believe clients and customers will value our time even more if we reciprocate and validate their right to expect the same.

Julie--I know what you mean.  You never know when people you've touched are going to come back to you seeking your assistance.  I firmly believe that if you love what you do, people pick up on that and that enthusiasm is contagious! 

Bob--Your points are simple but so very important!  Thanks for sharing them!

Dean--your pennies are welcome, appreciated and also "right on the money"!  I've found that the time-wasters often "out" themselves fairly early in a relationship.  However, I've also found that many folks who appear to be time wasters at first blush are, in fact, just unsure of how the process works and are extremely appreciative of my taking the time to explain it to them.  Thank you so much for sharing your thoughts here.  (on a side note-I think I may be in your neck of the woods in a week or so...Lake Forest...is that near you?)

Drew--And if we strive to keep a balance between us and our clients/customers rather than a power struggle, I think that's healthier for everyone.

Isaac--The better we understand our client's needs, the better equipped we are to help them with what can be one of the biggest events of their lives.  I appreciate your comment...thanks!

Kent--You and I do not disagree on that.  I think I get more questions from people regarding agency relationships than anything else.  As far as "predator realtors", it's unfortunate, but I think the biggest losers in that deal are the clients/customers.  For me, whether they are a client or a customer, they are more than just another tally on my quota sheet.

Margaret--There are indeed many approaches to conducting our businesses. I think the key is to take time to treat people as the individuals that they are.  And I agree all should be treated fairly, not just because it's the law, but because it's the right thing to do.

Lisa--Experience can definitely play a big role in how we are able to manage our time with clients and customers (and yes, the tire-kickers, too.)  Your comment regarding folks who conveniently "forget" their contractual obligation to another agent...a good illustration of why it's worth our time to sit down and have a meaningful chat to get to know these people and how they tick.  The truth usually comes out sooner rather than later, especially when you treat them with honesty and respect.  Thanks for your thoughts!

Christine--Is there anything better than the smile and look of excitement in a FTHB's eyes when they finally get all those documents signed and the receive their keys to their new home?  I remember feeling that way myself...and I'm always delighted to relive it with my 1^st timers.  It's a big deal, and I'm glad to be part of it.

Tristan--Nah..not too sappy!  ;-)  The same could be said for other professions, too.  If we take great care of today's clients, they're going to refer you to the people they care about, which will lead to continued business tomorrow. 

George--Jennifer Allan responded much the way I would have.  I have even taken folks to see properties that I know they couldn't afford...yet...so they could  see the differences between price points.  I've had them decide to wait until they could make the jump to a higher priced property, and also had them recommend family/friends view a particular property that they may not be able to afford but believe the other people may be interested in.  As an agent in my area often says..."unseen is unsold".

JB--As I believe I commented above, I would not consider submitting an offer without a pre-approval or proof of funds.  And my clients know that because I've taken the time to explain what would be required.  You're so right about listening...if we don't, how can we know where our clients are coming from and how we can best help them?

Bill--Thanks for your comments.  In my area, judging folks by what they wear is a HUGE mistake...the guy in flannels and jeans may well be able to buy and sell you and me without blinking an eye!  Your "huge deal" IS a huge deal to your buyer.  You helped him realize his dream of owning a home. Seeing the joy on his face is really what it's all about...and you so obviously get that.  I'm sure you'll go far in real estate and leave a trail of very happy clients in your wake!

Michael--Great to hear from you!!!  Thanks for clarifying...I think a few people didn't quite get that, and I appreciate your shining a light on my point.  Your investor friend is absolutely right...you hang with some pretty smart folks! ;-)

Dorie--they sure do!  Thanks for stopping by!

JA--Thanks, you hit that right on the head!  You take the time to spell things out to your clients, and they know what to expect. I know your list of satisfied past clients is miles and miles long and they gladly refer you all the time.  There's a reason for that.  ;-D

Team Carroll-Taking time to explain "why" makes all the difference.  Believe me, your clients appreciate it.  Thanks for sharing your thoughts.

J. Philip-You've got it! 

Roland-And you know what they say about "idle hands"...LOL!  Thanks for your comments!

Liz-Anyone who really knows me knows that I'm not one to roll over and play dead.  Nor do I take orders well.  If someone is willing to explain a process to me and allow me the time to come to my own conclusions, in my own time, they will have earned my respect and appreciation. I'm not suggesting we waste anyone's time...I'm suggesting that we need to remain aware that folks outside our industry deserve our respect...of their time, of their intelligence and their limitations.  Just because they aren't yet in a position to buy doesn't mean they'll never be...I'm happy to help out in advance and will be there when they're ready to proceed. 

Mike & Cindy--No, I am not saying that.  I'm saying that we need to mindful of the fact that their time is precious, too.  I'm saying that they have a right to expect us to explain the process and the steps involved.  I'm saying that they have a right to expect us to listen to their needs and not rush them into making decisions. 

My post is not only regarding the "up front" time we spend before they begin looking at properties.  It is about the ENTIRE process from first meeting through closing.  A pre-approval is just the beginning.  There are an awful lot of steps involved, and I'm saying that they have every right to expect us to respect their concerns, their right to ask questions, their right to make the decisions that are right for them and give them the time they need to do that.  I'm saying if you are not inclined or not able to give them that time and flexibility throughout the entire transaction, they may be best served, and you will be less burdened, by referring them to an agent who can and will.

Just want to be clear.

Furthermore, I believe if we treat our clients with distrust and suspicion right out of the gate, not only are we likely to get that in return, we deserve the less-than-stellar reputation that hangs over our industry like a dark cloud. 

Really.

Laura--The Golden Rule...alive and well in Auburn, Alabama!

TLW--Well, I'll be!  I realize my response to your comment(s) is overdue, but since you have graciously given of your time by commenting, I feel you deserve a quality response in return.  After taking some time to peruse some of your recent blog posts, I realized why you didn't mention digging up these while searching for those pom poms:

I hope you are up and around again very soon, and once again able to lace these babies up!

As far as being mad at you...are you kidding?  I'm delighted that you've taken the time to come out and play.  Thanks so much for commenting, complimenting and messing with me.  I like to have fun too, and believe me, if I'm gonna dish it, I'm sure as hell gonna be prepared to take it.

If fate should decide that our paths should cross some day, I suspect you and I could have a rip-ROARing good time.  Thanks so much for popping in...it's much appreciated!

 

Kristi--Of course it's okay, and if we've explained how things work, the vast majority of buyers understand the need and are more than willing to do whatever it takes to move forward.  I'm sure your clients appreciate your time.

Anne--As I've mentioned above, my point applies to the entire transaction...start to finish, not just the initial steps.  Thanks for your comments, and I hope you have a great day, too!

Thom--Often the most valuable time we give our clients is the time we spend listening to them.  You obviously get that!  And my points here can apply to most any profession.  Inspectors are a huge source of education and understanding for our buyers.  Treat my clients well, and you will have a referral source from me for years to come!  Thanks for your thoughts!

Heather--Thank you for expanding on what I'm trying to say.  Let's not make assumptions from the beginning.  Assess a situation (which may take some time) decide on the appropriate approach to take (which may require giving them some time to consider their options) and be as cognizant and respectful of their time and needs as we would like them to be of ours (which is, to my way of thinking, being professional, courteous and just plain smart.)  Nobody likes to be pigeonholed...let's treat our clients and potential clients as the individuals that they are.  Rock on, Heather...you get that and your clients know and appreciate it.

Tere--Nothing will earn you respect more quickly than treating a client or potential client with respect in the first place.  Thanks for your comment.

Cherimie--I guess we could say "great minds think alike!"  Thanks!

Hope--My pleasure.  I'm glad you agree, and you're right...barring an emergency, abusing someone's time and trying to excuse it simply because you consider yourself "a professional" is anything but.

Macy--Right on!  It's easy to forget that not everyone is as familiar with this business as we are.  If we are going to stay in business, we not only have to take care of the hot buyers we have today, but help along the folks that may not be ready until next week, next month, or next year.

Diane--It is, indeed, the key, and I'm not afraid to let my clients know it!

Joel--throwing buyers into the car to go cruising all over creation is putting the cart before the horse.  Again, the key here is to establish and maintain the respect and relationship throughout the process.  As I replied in a previous comment, I'm okay with some boundaries...however, we want to be careful that what we see as boundaries are not perceived as barriers by others.  Thanks for your comment.

Christianne--You're welcome, and I'm glad you agree!  (I think your clients will be, too!)

Bill--Thank you.  I'm just sharing what I'm hearing from folks outside the biz.  Never hurts to remind ourselves of their point of view.

Melina--First, thank you for your thoughtful comment.  I think we agree, for the most part.  I guess I should have been clearer in my original post.  The people I "polled" were not only referring to the time before becoming clients (i.e. when they're still prospects) but also to how they wish they'd been treated after they became a client. 

Many of these folks had experiences that left them feeling like they were less than worthy of their agent's time long after the ink had dried on their buyer agency agreement. 

I'm not going to tell other agents how to conduct their business.  The purpose of this post was to illustrate what many people expressed to me concerning what they considered to be the qualities of a good agent.  And most of those people said that the one thing they wished they'd been given (or, in some cases appreciated being given) was their agent's time, and being granted the opportunity to take their own time making decisions.  Many felt rushed and, instead of being able to take the time to focus on the task at hand, worried about how they may be inconveniencing their agent.  Others felt that their time was being wasted by their agent due to that agent's personal motives (i.e. dragging them out to see that agent's listings first even when they didn't come close to the criteria that the client had specified.)

I'm not inclined to be anyone's doormat.  I am inclined, however, to give people the benefit of the doubt and give them a chance to prove me wrong.

In your comment, you ask: Where does it say that the definition of being professional means we all do things the same way?

I guess the only thing I can say to that is:  I don't know where it says that, but I know where it doesn't.

While I may agree with much of the feedback I received from my "poll", I didn't answer the questions, they did.  What I've tried to do here is share what they expressed to me. Whether I interpret someone's actions as dismissive is really neither here nor there, for the purposes of this post.  How the "regular non-real estate folks" interpreted those actions is.  And many of them interpreted those actions as exactly that.

My apologies if I my post was unclear in those regards.

Lynn--Weren't you tempted to tell Dr. Superior "That's why I spent the 45 minutes I had to wait in your waiting room making a mental list of the things I'm here to discuss with you, so as not to waste any more of my time!"  ;-)  And, yes, I believe that our time is absolutely one of the things our clients are paying us for.  Good luck finding another MD and thanks for commenting!

Donne--You may want to refer to my response to Melina.  However, in reading your comment, it's pretty clear that you appreciate the value of your client's time and are also willing to devote your time to building a rapport with your prospects, which is the first step toward transitioning them from prospect to client.  I agree that not every prospect is a good fit with every agent (or every LO,) and there are prospects that I've concluded would be better served by someone other than me.  But we need to spend some time to determine that.  Further, I think we can never forget the importance of maintaining that standard (and perhaps even improving upon it) with our clients throughout the transaction.

Oh...and I'll take as many "bravos" and "amens" as you care to bestow.  :-)

Steve--Exactly!  Thank you.

Paddy--True ‘nuff!  Imagine getting rewarded for helping a client get the service they desire/need.  What a concept!  (and congrats on your feature, too!)

Regina--We are obligated to (and should never have a problem with) making our clients a priority.  I do believe in Family first...and most people understand that.  Particularly when you explain (and prove by example) that they (the clients) are important, too.  I guess I should stress that we should pay attention to the quality of the time we spend, as opposed to the quantity.  Sometimes the time that is considered most valuable to a client requires only a minute or two on the phone.

Thanks for commenting, and I'll be sure to check out your group.

Jessica-No need to preach to the choir, huh?  LOL.  Courage?  I dunno about that.  Worthy of consideration?  The folks in my SOI sure seem to think so.  Thanks a bunch!

Broker Bryant--Based upon your comment, I'm willing to bet that you are not one of the agents my SOI respondents were talking about. Again, I think I must stress that I'm not necessarily referring to the quantity of time but the quality of that time and the importance of having an appreciation for the value of a client ‘s or prospect's time.  You take the time to qualify people over the phone.  You explain the process, answer their questions regarding said process, and provide them with the information they need to make informed decisions.  And in so doing, you have begun to develop a rapport and laid the foundation for a successful business relationship.

Unfortunately, that has not been the overwhelming experience of my "pollees" (is that a word??)  Just a few examples of what they shared with me: 

They were frustrated when told to do A, B, and C before contacting the agent again...with no further explanation or guidance. 

They were often dragged to properties that they felt the agent was just trying to "unload".

They were frustrated when told they should call their agent at a specific time, only to be shuttled off to voicemail and not have their calls returned in a timely manner, if they were returned at all.  One respondent commented "I think her fancy cell phone was just a fashion accessory...she sure never used it to call me back! "

Those who were selling properties would be told of a showing being scheduled, only to have the agent pull a no-show and never call to explain or apologize.  One seller was told that his listing agent didn't have time to police the other agents and find out whether or not they had actually viewed the property.  Is it not the listing agent's responsibility to follow up to obtain feedback from the showing, at the very least?

The list goes on, but the point is that these clients and potential clients felt that they were not valued, and neither was their time. 

I would never presume to tell anyone how to run their business.  I do, however, feel we are all better for knowing how our actions are perceived by the people upon whom we rely to sustain it.

Thanks again, Broker Bryant, for sharing your thoughts.  I appreciate it.

Erica--That's your right and your decision.  At least you do take the time to answer the questions rather than just blow them off or rattle off a bunch of mandates without giving them a moment of your time to explain the reasons for them.

Exit Realty--How much we value our time is irrelevant to our clients and prospects if we do not value theirs as well.  As far as being "mean"...heck I've been accused of being mean once or twice.  Although it was by my kids.  And they were wrong.  LOL

Judy--It's tough when people don't let us know what's going on and leave us to draw our own conclusions.  I'm pretty honest and to the point myself.  To answer your question, I sent out an email.  I send out just sold/just listed cards sometimes too, but using email is much better for getting a response.  I was very pleased with the number of responses I received.  That said, I was somewhat dismayed at the experiences they shared with me.  It was a great way to stay in touch and in tune to their needs, though.  If you're interested in seeing what I sent, shoot me an email, and I'll gladly forward you a copy.

TLW--You're right...it does! How sad is that?

Craig--you're welcome.  Thanks for reading.

Lori--That's where a little flexibility comes in.  If we manage our time well and respect our client's time, they are far more likely to return the favor.  Thanks for your comments.

Shewmake & Assoc.--(with a nod to Forrest Gump) Professional Is As Professional Does!  Thanks for commenting.

Impressive responses, Kim! I would guess that the attention to detail in answering all these comments is reflected in your philosophy towards working with your clients. Thank you for YOUR time.

Kim - I tend to agree with your post, although it has caused me business in the past.  There have been several times where I have taken my time and answered prospects questions and shown prospects homes, only to have them all of a sudden disappear.  They stopped contacting me, and would not respond to my emails or phone calls.  I don't have any idea what happened, or whether they ever even purchased a home or not.  Those things always leave me wondering if I did something wrong. 

Comment 112!  Kim, congratulations on your feature.  Dang!  The comments are as long as most posts in the Rain.  LOL

Mike in Tucson

Troy--I think most of us have experienced that.  Everything seems to be going along just fine and then *poof*  they fall off the face of the earth.  I think it's probably more to do with something that came up in their life, rather than a reflection of our service.  (at least I sure hope so!)  Thanks for sharing your thoughts.

 

Comment 112....I mean, Mike ;-)  Thanks!  Believe me, responding to them sure took a whole lot longer than the original post did.  But I truly appreciate everyone's willingness to comment, and feel that acknowledging them is the least I can do.

and so, without further ado, I acknowledge your comment, Mr. 112...I mean, Mr. in Tucson.  Have a great day!