A ‘Convenient’ Truth
April 18th, 2007 by Rich JacobsonIt always amazes me how so many real estate agents will try all the latest and greatest marketing gimmicks to attract new clients, but completely ignore or neglect the easiest and most basic principles of our business.
Case in point: I am representing some Sellers on a really cool restored Turn-of-the-Century farmhouse on acreage. We went under contract with some Buyers just a week after going on market, but the deal fell through due to some very unfortunate appraisal issues.
A couple weeks ago, I got a phone call out of the blue.
BUYER: “Hi! Are you the agent who is selling this really sweet farm house out in the country?”
ME: “The one with the white picket fence? Yes, I am. How can I help you?”
BUYER: “Well, we’re out here right now. Is there any chance you could come out and let us in to walk through?”
Now this is the part in the story where many of my esteemed colleagues seem to find a ‘convenient’ excuse to keep from being ‘inconvenienced.’
ME: “Absolutely! I would love to let you in. If you think the outside is sweet, just wait until you see the inside! Can you give me just a little time to tie up a few loose ends first? I can be out there in about 10 minutes. Will that work for you?”
BUYER: “That would be awesome. See you in 10. Thanks!”
Now, you need to understand, my day is usually pretty packed. It’s never an easy thing just to drop what I’m doing and run out to show properties to perfect strangers. But there are two basic principles that guide my actions:
1. I represent the Sellers. They have entrusted the sale of their home to me. It’s not a matter of what is ‘convenient’ for me, but maximizing every opportunity I have to achieve a successful sale
2. Every customer I encounter deserves the utmost care and service that I can provide. It’s not always a matter of simply posing ’20 questions’ to determine whether or not they’re worth my time. They may be genuine, qualified Buyers, or just tire kickers. Regardless, they deserve my professional best.
Back to our story: 10 minutes later, I’m out at the farm house, showing the property to the Buyers. It’s an absolute ‘perfect’ fit for their family!
During the tour, we become better acquainted. I’m always fascinated to hear people’s stories, what adventure in life they’re embarked upon. Mr. Buyer is a school administrator. One of my recent clients just happened to be a local school administrator. In addition, my wife is a teacher in our district. Common ground.
Here’s how the ‘Rest of the Story’ went: These Buyers were not currently working with an agent. As is usual, I had brought a complete Buyer’s Info Packet with me, which included a brochure on Real Estate Agency Law. After explaining all of their options, they asked me if I would help them write up an offer. Mr. Buyer is a sharp cookie. He suggests that perhaps the Sellers would consider taking a lower offer since the Buyer’s Agent commission wouldn’t be used. I confer with my Sellers and explain the process with them. Though I am still representing their interests, I can enter into a ‘Customer Agreement’ with these Buyers, and assist them in writing the offer. The Sellers were fine with this arrangement and thrilled that these folks were ‘in love’ with their home!
After everything was said and done, the Sellers effectively netted almost the same amount as they would have realized with a full price offer; the Buyers got a really good deal on an awesome home; and I was paid for the valued services that I provided.
I love transactions where everybody wins!
The Buyers later called me, just to say ‘Thanks!’ “You would be amazed at how many agents we called off of their ‘For Sale’ signs who either didn’t return our calls or refused to come show the property. Thanks for answering your phone and taking the time to meet with us.”
And The Moral of the Story? The real key to being a successful real estate professional isn’t about what’s in it for me, or what is or isn’t convenient at any given moment. It’s the relentless representation of my clients best interests and treating each and every customer I encounter with the utmost respect, courtesy, and care. It’s remembering to do the most basic and simple things.
Share on Facebook
No related posts.
[...] The timing for his little rant was rather coincidental. Just recently, I myself had dropped my commission on one of my listings. I had received a phone call from some Buyers off my sign, asking if I could show them the house. It was actually the subject of an earlier article of mine. Anyway, the Buyers were unrepresented and asked me if I would assist them in writing an offer. Evidently, these folks were also aware of the ‘common knowlege’ commission cutting craze. After discussing their options for representation, they still expressed a desire for my help. They instructed me to draft an offer that was just $ 10K below the listing price. After discussing all the options with my Sellers, we agreed to adjust the commission amount to help offset the discounted offer price, and countered to a reasonable compromise. Long story short – the Sellers netted what they wanted; the Buyers got a good deal; and I was paid for my services. [...]
Kaye – I’m glad you enjoyed it, and I especially appreciate that you braved the ‘click through!’
Jay – absolutely MIND boggling! Where ARE these agents? Business must be REALLY good!
Herb – I would enjoy discussing commission negotiations with you. Let’s hook up for a cup ‘o’ java someday!
The reason you were successful where others would fail is that you recognized a fundamental of our business. That of the Real Estate Listing agreement. Or what I like to call My Employment Contract. The Seller has Employed us to Sell there Homes. Not to give excuses as to why we cant fulfill that obligation.
Nice Post congrats. Some time If you interested we will talk about commission negotiations.
Great story Rich, as my wife Monika always says, it’s a win win situation. Everyone walks away feeling they won. Fact of the matter is they did. Nice story.
What’s amazing is that the buyers mentioned agents don’t even return calls off a sign call. Simply mind boggling.
Rich- I’m always amazed by people who have forgotten the basics.. answer the phone, return e-mails within a short time frame get back to people.. If I’m disgusted with agents who don’t return calls I can imagin what customers feel..This was a very good post and I don’t mind clicking thru..
Maureen – It’s hard to resist Bloggie when he’s got his blog croak goin’….thanks for stoppin’ by!
Tony – thanks man! That is WAY cool. I’ll pop over and take a look see!
Keith – good things come to those who go the extra mile and relentlessly serve the customer!
Great job Sparky. This is a people business and taking care of the people rules. I had a similar case 3 years ago but received the call on Christmas Day. their relative realtor would not chow them any homes during the holiday week. I met them at my listing the next day and showed and sold them another home. I’ve sold them and their referrals 6 homes in the last 3 years.
Rock on!
Wanted to let you know I spotlighted this post on my blog today…GREAT post and hope it gives you some extra traffic.
Good work Sparkwheat. I was touring blogs and the frog beckoned me in.
Tony – Many times we can’t see the forest for the trees. We make things much more complicated than they really need to be. Consistent personal contact with your sphere and providing superlative service. Everything else is marketing frosting! Thanks for stoppin’ by. We always value your input!
Sparky – Hallelujah, you have hit on the holy grail of being successful in our business. It’s the basics, blocking and tackling that build a successful and sustainable business model. Knowing and doing the tier one activities first and foremost is paramount to being a top producer. While we now have really cool technology and new marketing strategies to attract customers, we can not put the cart before the horse (sounds like the theme of one of your previous posts).
Truth be told, success in our business is simple…I didn’t easy, just simple.
Bottom line, keep your eye and focus on the activities that are important!
Great Post!