I got a call from a nice young man yesterday afternoon. He was here from out of town for the weekend and had found a house on the Internet and wanted to see it right away.
The problem was, my business partner and I were already scheduled out for the day and we were physically unable to set aside enough time to properly help him.
We did manage to squeeze in enough time to show him the house he wanted to see which did not meet his expectations, and then he asked if we had “others” that we could show him.
We did have others that we could show him, but we did not have the time to either set up the appointments or to show the properties. We told him that we would be glad to allocate some time the following day, but he insisted that he would be returning home in the morning.
I explained that real estate sales was a service business, and that we worked by appointment. And in reality, our time was better spent with pre-qualified, ready, willing, and able buyers that had been scheduled in advance.
I suppose that many people assume that we sit by the telephone and wait for it to ring. Nothing could be further from the truth.
We are constantly adjusting our schedules to both meet with clients and to deal with all of the necessary paperwork and follow-up. It’s a struggle just keeping up with everything that needs to be done.
And in order to best serve our clients, we need to set aside enough time to take care of THEIR needs! Otherwise, we will both be disappointed with the outcome.
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This just takes my breath away.
I get so many of these calls.
Saturday at 11:00 a.m. "We're in town for the weekend and. . . . "
Wednesday at 5:00 p.m. "Can you show me this house later today>"
Of course, my favorite is, "My agent is out of town so, . . . . . "
Wonderful explanation, Richard. I've never had one of those "I have to see it immediately" calls actually turn into a transaction (on that house they had to see right then or any other house). Thinking maybe that those kind of impulsive people are not focused enough to make good decisions and follow the steps necessary to complete a home purchase.
How true! Most people believe we should be available at a moment''s notice. I work by appointment and if more people did, our business would be treated as the profession it is.
My people can't see beyond their own shadow. Explaining how your business works, or that other clients have an appointment is a waste of breath.
Richard, Just so true. I had a friend yesterday call asking me to come and do the listing on her house that evening - same thing. I had appointments for the rest of the day, and had to schedule her for Tuesday night. She said, "I thought the market was slow, and you could come right over!" Sometimes folks have no idea what we really do.....
Richard,
I just love the callers who want to see a house and when I try to schedule an appointment they tell me, "well, we're in front of the house now."
Rich
Sadly because we live in a world of instant gratification, it seems that the younger generation especially expects us to be at their beck and call. I have always felt that those people are most likely better served by a real estate agent who is more hungry than I am.
It never ceases to amaze me how many prospective buyers think we, as professionals, have free time when it is convenient for their schedule. I don't personally think it means I'm not motivated or hungry, just that I schedule my time accordingly.
The problem is, there are too many agents sitting around waiting for that call and will go show it. How many attorneys or doctors make that demand appointment. The secretary thta answers the phone tells them to make in appointment or if it's an emergency, call the ER. We cater to the random call and have taught the public that.
We work on many deals with many sellers, buyers. The trick is not to come across as "too busy" or make them feel second class because no appointment. You can explain all you want about schedules, need appointments but if you scold, they'll find someone to show them the house they forgot to call ahead about. Let them know you want to tour places, that is what you do, seller's expect it. And often can not find the owner happens or a convenient time fr them not just you, the buyer. You are already scheduled but calling, setting up as soon as you are free and pitching it from that angle works. As seller is not available today but can tomorrow at 9 and that is the best we can do gets your today appointments done, a start on tomorrow. I have found Monday mornings, don't schedule anything new as way way plenty walk ins happen and you don't need appointments for early am to start your day's conveyor belt spinning faster than the 7800 rpm it is already rolling at.
Richard, Folks are no longer mindful of anyone's time anymore. We live in a society that is all about them...
I want to meet them at my office to go over what is needed, plus get an Agency Disclosure form signed, and get them started on an LSR before showing a house. If I lose a client because of that, they'll be replaced with a more serious one later.
Lenn...
Been there, done that. THX.
Nancy...
I have had one or two result in closings over many, many years, but the odds are against it. Thanks so much.
Wayne...
It's just good business. Thanks.
Doug...
I still give it a try. Thanks.
Being a "popcorn" agent is usually a waste of time. Serious buyers will understand if you already have a full schedule.
Until we educate the public (and NAR should be doing this instead of saying "it's a great time to buy"), we will never receive the respect or courtesy afforded to other professionals.
With respect to the person you reflected about in this post, anyone who just pops in to town to see one home is probably not too serious and probably wouldn't be loyal to you anyway.
Richard...and it seams that so many times this person with no paitence never pans out anyways.
This is the first conversation I have with buyers. It's tough when they meet you like this, though. Calling on a listing, on limited time, etc. Most buyers are happy to schedule time.
These last minute appointments, 9 times out of 10, are a disservice to REALTORS and home buyers. It doesn't provide anytime to thoroughly investigate the buyers needs and wants, and match them to those the homes that would work. Excellent explantion, and good response!
People tend to want to work with the buys agents because they are more knowledgeable. They must also understand that the most successful agents are busy and will not always be available on demand.
I can relate so well. Although I'm in marketing, the technical side, property information, and work directly with our real estate clients... I work out of an escrow branch. I've witnessed on occasion buyers and/or sellers who have showed up an hour or two early, or an hour after the scheduled signing.
The 2:00 PM signing was scheduled (with you) for a reason. Often we don't get the loan docs from the lender until the 11th hour... they all have to be reviewed and printed. Or the signing is Friday at 2:00 and you show up at 3:00 PM... and the county won't except recordings after 3:30...
We're also a service business with fiduciary duties, we aren't just sitting around the office making it up as we go... There's a lot of players in a transaction and all of them are accounted for when it's signing time around the closing table.
Appointments? Why would anyone need one of those?
And oh yeah...when you, dear client, show up 30 minutes LATE for our appointment, that does not automatically mean that I will therefore be 30 minutes LATE for MY NEXT appointment. It means that your time with me will be CUT SHORT because YOU WERE LATE.
K?
Hi Richard!
It always amazes me how often I get the "I am sitting in front of the house...can you come over and show it to me?" call. And these are from people that I have never even spoken to before! Thank you for pointing out that just like your doctor, attorney...even your dog groomer, there are arrangements to be made. We do have a life...both professional and personal.
Richard it's probably the one thing I hate most about our business. Most clients don't care about our time. I often think they believe we get paid by the hour.
Richard it's probably the one thing I hate most about our business. Most clients don't care about our time. I often think they believe we get paid by the hour.
Amen Lenn!
Tom
The "Show It To Me Right Now" Buyer is in the same category with "I Want You to Show Me Every Home in the MLS" Buyer. They will eat up your time, and rarely turn into a Closing.
Richard,
You nailed the problem and and the reason.
This says it so well.
Reblogged. Thank you.
Most consumers do think we sit by the phone and wait for their call, and believe we should say "How high?" when they say "Jump!" They couldn't imagine that it takes at least one hour of preparation (if not two) for every hour we spend with them AND we do have previously scheduled business and personal appointments. Chances are good that any agent they do find sitting by the phone is not one they'll be happy with.
Hi Richard -- Well said. No pre-approval letter, no lookie at home. Oh, that poptart thing, just doesn't work for me. It did on year one, then after getting dragged through the mud enough, I finally realized I didn't like the taste of mud anymore.
Hi Richard,
You're speak-in to the choir for me on this one, good for you!
Richard nicely said. I think we all have ran into people who do not respect our time.
Very well said, my friend. Had to re-blog!
Well put. The clients who don't understand it are best served by the agents who sit waiting on the phone to ring. Meanwhile, the busy and successful will continue to schedule appointments. Thanks for sharing.
Good for you Richard. A greenhorn would have dropped everything to accomodate this guy.
Richard, great post! We often are thought of as the pop-tart Realtor...
And for this very reason, I work under contract. My clients come first, and if there's time, I can adjust for a customer -- but never at the expense of my clients . . . and they know that!! Nice of you for taking the time to show them the property, however.
Richard, Nicely done! And, I love Carla's comment..."clients come before customers"...great differentiation!
Excellent post! My clients get my attention first, and if I can fit in a showing for someone new, I will, but I won't drop everything for them. With a few rare exceptions, I've found that if a caller can't plan ahead or be flexible enough to meet me later or the following day, they're probably going to be more trouble than they're worth...
I think many people don't understand how important are time is and that we need to schedule our time in order to take care of our clients.
Here in Hawaii, State law says tenants are entitled to 48 hours notice before a showing and most owners request 24 hours notice. The only people I've had asking me to drop everything on a moment's notice are vacationers trying to write off their vacation as an investment search. They usually find a newbie who is sitting by the phone.
We have some major significant damage to our reputations by the media and aided by some rookie Realtors that bend over backwards for their first deal and end up being used.
I have a policy and I'm sticking to it...being courteous is one of them but. .
Safety is also likely to fly out the window when an agent drops everything to meet that unknown person, Richard. Especially those already standing in front of a house!
This sounded very familar ! It could pan out ,but most times you're getting involved in an impulsive wild goose chase !!!!!!!!!!!*L*
Thanks for the post. Like most of the other folks that responded, these types of calls usually never pan out for me so I stopped running around trying to help those people who fail to plan and pre-schedule appointments. The sellers are usually inconvenienced and so am I.
We have agents like that. They're called "floor agents," and yes, they are sitting by the phone, waiting for that call. That's who I direct these types of calls to or I will give them the phone number of a couple of my buyer's agents. Just because I'm not running over there doesn't mean the home should not be shown on demand. I don't get insulted or take it personally. I just find them somebody to show them the home.
Conditionally Guilty. I am certainly not going to put off a client for an impulsive customer, but if I can re-adjust on a slower day (and there are a few too many), I will be there if I can, but only if the home is vacant. If it is occupied, I will give YOURclient the respect that they should receive and make a proper appointment with some notice to see their home. Having your home for sale in this market is definitely NOT for the faint of heart and I respect that.
The first conversation after we meet is about scheduling proper appointments so we can do our job better for them.
Color me green here, not only because I am in my late second year, but that I am honestly, genuinely, and respectfully envious of you guys that have a client base that is so active that you can pretty much pick and choose. (Read that with respect)
Richard, this has probably happened to all of us at one time or another. Like you, we can't always drop what we are doing to accommodate them. I hope you were able to refer this guy out to another agent in your office.
Bill...
We treat every caller with respect, and we really try to accommodate them in any way that we can. I think that this is more about the caller's expectations than attitudes.
And it's also about frustration. These days, nobody wants to give up an opportunity for new business. But sometimes, it is physically impossible to do so.
It's not that we have an attitude of aloofness, it's just that it would be easier for everyone involved to plan ahead to ensure the proper service is available!
Richard, beautifully and simply stated. A buyer looking to establish a truly beneficial relationship with an experienced agent will almost always respond well when this is explained to them! Thanks!
This is a good read Richard. Yes, some people seem to expect everything right away, but those reasonable and courteous people, and there are some will understand and be willing, if serious to wait for a scheduled appointment.
Patricia/Seacoast NH
Some folks just believe their time is more valuable than any one else's regardless. I have learned the hard way, I can't fit everything in and have learned to say no. Everyone, including me, is much happier now!
We have the same outdoor clocks in the town of Chesapeake and North Beach MD! I totally agree, I also find that spur of the moment appointments are types who need whomever is ready with a pulse at any moment's notice so they do not pan out as commission settled sales later.
Richard, I always enjoy reading your posts - they are the epitome of quality blogging (concise, informative and entertaining all rolled into one). And always a great, local pic!
In my opinion it's the quality agents whose time one needs to schedule. There will always be the "part timers", hobbyists and the unmotivated who are waiting by their phones - who consistently take the last-minute calls only to have their time wasted because they don't take the steps to qualify.
Hopefully this prospect will be one of the few who appreciated your gesture - where a working relationship will grow from it.
Richard ~ Very well said. It happens all the time and they can't understand why we just don't drop everything for them and go show them a home without knowing anything about them.
My favorite is will you meet me at the house today. NOTTTT!
Agreed. But that's only part of the problem. If someone wants to be shown a property immediately, there's a reasonable chance that they'll actually look at the property. That they'll show for the appointment. Not that they'll seriously consider buying, but at least they'll be there.
You schedule an appointment for tomorrow, or the day after tomorrow, and folks don't show. OK, some will. But there's a huge attrition rate.
The problem, I suppose, is that most of these folks just aren't serious. If you drop everything to show them the property, fine. But they're unlikely to buy, or even express interest in other properties that might better meet their needs. If you try for a more reasonable schedule, that 15 minutes of burning desire has faded away.
Richard, You are so right. We are professionals and I couldn't imagine someone calling up the owner of a retail store and tell them to open up early for them because they are in town for just that morning.
I tell my agents that no one buys a home on the "Blue Light Special" Just happen to be in the store when a blue light goes off and the crowd heads over to it. Well , with such a large and important decision as a home purchase it just doesn't happen. If they haven't planned their trip and agenda before they come to the area then they are just looking.
We had a band of theives in our state that started at the bottom of the state and came up the costline. They would call a Realtor and tell them they are in town only for one day and could they show them 123 Easy Street right away. When the Realtor shows up there is 2 guys. One would distract the agent while they other went "shopping" in the home. They also traded off with the agent to make it look like they were both interested in the home. That night the seller calls the listing agent all upset with a list of the items stolen. They were finally caught in Jacksonville! The top end of the state!!
Great blog, i hope that all potential buyers and sellers can see it. Last night (Sunday night) was a prime example, i got 2 calls after 4pm from 2 seperate buyers, both wanting to see houses imeediately, the houses were vacant so that wasnt a problem, i worked all day and was suppoed to go to a BBQ so that was a problem, and lastly one listing was 35 minutes from the other so i had to pick and choose what i thought was best. i choose to show the closest house, was there for an hour or so,m teh buyer made an offer and was accepted this morning so missing the first half of my BBQ was well worth it. The other buyer agreed to meet tonight. unfortanately in this business we have to hurry up and wait for potential buyers to by ready willing and able and for us to be there once they are ready. They did tell me that they had called 4 other offices and all refused to do Sunday night showings...
Great post. Those last minute calls and scheduling is a challenge.
Really a great post. This is just another case where the clients or customers need to be educated so that they can get the very best of service.
Great explanation. I reblogged!
I had a buyer 2.5 hours late for showings last week. I readjusted all the appointments (thankfully most were vacant) and moved my afternoon all around to accommodate. When they didn't like anything I showed them they asked me to see what else I could come up with on the spot. That's not how it works!
Richard, I don't think a lot of people get how our business works.
In this new world we are constantly being challenged and the old way of doing things jus doesn't cut it any more.
Richard - Being in South Florida I get a lot of these calls. In my experience people who plan on buying find an agent before they arrive in town. I've never met a buyer who the day before they are scheduled to go home decide they're going to buy another home. I guess it could happen, but the odds have got to be small.
I tell my out of town clients to give me a few weeks heads-up when they are planning a trip so I can clear the weekend for them. I still get folks that show up unannounced wanting undivided attention.
No truer words were ever spoken, Richard, “…our time was better spent with pre-qualified, ready, willing, and able buyers that had been scheduled in advance.”
It is definitely an "instant gratification" thing with buyers, isn't it? I think that some of these buyers just think that we have nothing else to do. You were lucky to be able to fit in the one that he wanted to see. I think that the public definitely needs to understand the showing process better.
I agree with Michelle's comment. Buyers that are real buyers do a little planning and/or understand that you may not be available at a moments notice. They also are NOT in a hurry.
Thank you
Richard and all...please don't think my earlier reply was a slam. I am just envious of you guys :). I have too many GAPS in my schedule. I agree, and it seems that, true to form (an example being, Want an offer? Plan a vacation.) it is when I do NOT have a gap, THAT is when the phone rings with a gottaseeitrightnow prospect.
all the best...