A few months ago, I posted a Help Wanted ad for a graphics designer on www.Guru.com. If you've never used Guru - it's a wonderful resource! Basically, it's on online database of freelancers who are looking for work.
Anyway, within 24 hours of posting my ad, I got at least 30 responses. Complete with resumes, pricing estimates and requests for further information about my project. All 30 responders seemed to sincerely want my business and not a one of them lectured, belittled or condescended to me.
Well, duh, you say, they're after your business, why on earth would they be anything but delightful in their first encounter with you?
My thoughts exactly.
Well, last night, one of my SWS readers sent me a link to a thread on Trulia. I'm not familiar with the Trulia forums, but it appears that it's a place where regular people post questions to the real estate community, hoping to get answers. (again, duh).
On this particular thread, the buyer was simply asking for information about a listing she found online. I was stunned at the level of lecturing, belittling and condescension expressed by the responding real estate "professionals." More than half of the responders sternly advised her to speak with a mortgage broker before "bothering" (okay, that's my word, but the message was clear) a real estate agent. Another instructed her to better educate herself on the process before looking at homes, and helpfully provided links (surprisingly, not even to his own material, but stuff from NAR). Only two agents actually offered to show her the home, but even they seemed disinterested in becoming her favorite real estate agent.
I gotta ask... WHY are these agents wasting their precious time on the Trulia forum if all they're going to do is alienate the prospects they're supposedly there to find?
Are graphics designers on guru.com more desperate than real estate agents (HA!) and therefore only grudgingly concede to being polite, enthusiastic and responsive? Whereas we in the real estate industry are so buried under a pile of qualified buyers and motivated sellers to the point where we simply don't have a minute to spare to be polite, enthusiastic and responsive?
ROFLMAO. I crack myself up.
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Jennifer, I do Trulia voices for my area. They are set up automatically to come to me when a consumer asks a questions. They are set up for Michigan in general and Ann Arbor and Saline in particular. Last night I answered a very specific question on a home listed in my area. I was shocked an agent from another state gave a lecture then said, oh I'm not in your area.
Now how helpful was that?
I love this!
Let them call me. I'll make an appointment to show the home. In the conversation, I'll quickly determine if they're in the right qualifying price range.
If for some reason they don't buy the home about which they called, the worse thing that has happened is that I've previewed another home in my market area. I may also have a good buyer client for my small investment of time.
But, to each his own. I am not at all disparaging of agents who prefer to only spend their time with consumers ready, willing and able to buy and who will jump through the necessary hoops to satisfy the agents' need to only spend time with the cream of buyers. I'll take them, show them, qualify them and sell them a home.
If agents "qualified" home sellers to the degree they believe necessary for sellers, they'd never have a listing appointment.
Hi Jennifer, Thanks for the post. That is very disheartening. I don't know the answer, but the buyer will probably go to a FSBO and feel more comfortable. Thanks for keeping it real..
I am with you on this. Why bother being a part of something if you cannot work in a constructive way. I continue to ask myself with all this kind of stuff going on why am I not rich in this business!!
Charlie - no kidding!!! You gotta wonder sometimes who actually HIRES these people??
Monique - Hopefully the buyer will find someone who actually wants her business... I sure hope so.
Lenn - AMEN!!!!! I can't figure out why agents waste their oh-so-precious time on these forums if they're just there to show off how smart they are and alienate prospects in the process.
Missy - that's hilarious!!!!
It drives me nuts. The bad advice in general blows my mind as well. I answered a question for someone who was asking something very specific to our area. Agents from around the country were putting in their 2 cents while they have NO knowledge of this area. Why bother?
Susan - I haven't had much experience with Trulia, but I agree... why bother responding out of your area? For links?
I answered a question on Trulia one time (Mortgage question). After reading all the other responses (I felt were misleading) I decided to stay away from that forum.
I will educate after the relationship gets started...not isolate before. Excellent point.
Last week I was poking around on Trulia, thinking about spending a little more time on there getting acquainted with it and maybe answering some questions. Then when I saw some of the answers to some of the questions, I decided maybe I don't want to be part of it because I don't want to be associated with those agents.
...one rotten apple...
Jennifer, I have found that as well. I am amazed, shocked, but then, reasonably happy because then the prospects have contacted ME over THEM! :-)
While I can't answer for Trulia. I help folks everyday on the site I appriciate the lead on Guru. My wife is a designer and always looking for more oppurtunties. I have forwarded her the site.
Kind regards,
Tony
I love the AR forum than any other forums out there. Other forums you do not know who they are. Everyone wants to copy from the top dog AR
I Agree with Lenn,
I worked with a very Unqualified Buyer for over a year. I put them in touch with a patient lender who helped them get their credit cleaned up (this took a year) They were the happiest people on earth when they finally moved into their house.
They never hesitate to tell their friends, family and co workers that Debbie Cook is the best there is when it comes to real estate agents! I have gotten more referalls from them than I can count. A lot of rewards for just taking the time to help people get what they want.
Good words....if they're going to alienate their prospects then why sell real estate at all. Go be a referee in a major basketball game. I don't get it. You're right on there.
Jennifer- I haven't been on Trulia or Zillow forums but remember hearing they are pretty negative towards agents. If the agents are posting negative replies, this might be the reason.
Jennifer, Trulia is a wasteland of misinformation at times. Just this morning an out of area broker was trying to get information to access our MLS!
There was a time where Realtors where we were the exclusive portal into the of the real estate world, but the internet changed all that with permission based marketing. Here is an opportunity to make a connection, and on Trulia or elsewhere, I would do what i could to meet the client. Then I could make sure that they went to a reputable mortgage company with excellent service and customer care. I use www.elance.com and www.guru.com, and in both cases people bend over backward to make you happy. If we want that for ourselves why would we treat a prospective clinet differently?
I used to post to Trulia voices but found the Realtor responses to be a little "harsh." We are here to help the customers. They may not have been prequalified but you can certainly help them find financing and maybe they might qualify for assistance that they were not even aware of. We are the professionals not the customers.
Jennifer - I love your post, it reminds me of an agent in our office who was put off by a buyer. She was closing up her open house (approx. $6 Million) when a couple pulled up as she was closing the trunk after getting her last sign in the car. They asked to see the house. She was quite put off after having sat all day and not having much luck and having turned out all of the lights. She agreed to take them in but told them that she had turned out all of the lights, etc. After showing them the house they told her they didn't really like it. As they walked out to the car with her they noticed the sign across the street and asked her if she could so them that one. Again she thought she was wasting her time, but agreed to do it. They wrote a cash offer on that house an hour later for nearly $7 Million. This thrust her to the top dog in our office suddenly and she was now too cool for school, but realize that she really did not want to be bothered by these people in the first place. It just amazes me that people like this are in sales in the first place.
Howard
Great, I am going to guru now since I want to update my logo.
Hey anonymous one... that's part of what I went on guru for - if you want to talk to the person I hired, let me know and I'll hook you up.
Howard - I HATE those stories... funny how this stuff seems to happen to the undeserving!
Joe - it seems so obvious, doesn't it? I think, if anything, the Internet has hurt the reputation of our industry even more than it was hurting before. These idiots can spread their idiocy thru the world and so the public thinks we're all that way!
Gabe - Sheesh
Kim - I wonder if this gives the soulful ones among us a great opportunity?
Debbie - I agree... oh, how I agree!
Larry - YOu gotta wonder... WHY are they even there? (or here)?
Ooooh, yipes! Look at the time - gotta run! Thanks for all the comments1
This is the key to why 10% of agents do 90% of the business! The problem is that most of them do not treat it as a business or Career and fail to understand that they are self employed, as the Graphics peeps you corresponded with are.
I know that I have had a hand full of inquiries based off of blogs I have done, and I have always tried to provide info and offer to help when I can. My issues have been trying to explain to the relitively cold inquiry from the net that their only option may be FHA, and they think there is some bad stigma to an FHA loan and they run away
Jennifer... another great post!!
Why do you see this? My guess is likely associated with self-esteem. Too many people need to be "right" or the "expert" than "successful." The web provides an easy forum for these individuals to expose themselves.
Thanks for the great post! I have never checked out guru, but will have to give it a look. I also am not a huge fan of Trulia. At least the bad ones make you look better, right??
Hey you never know...right!
It maybe a pain sometimes but nothing ventured ....nothing gained!
Patricia Aulson/Portsmouth NH Real Estate
Guru sounds like a great site.. I will have to check this out.. As for Trulia Voices.... It's amazing
Morning jennifer, Isn't it frustrating to see that level advice given to a potential buyer ? Next time we read a post on why the general public has such a low opinion of us...
I guess I have to be nice now.
Darnitall.
:: smirk ::
Dave
Excellent point!!! We must always remember that we are in the service industry, therefore we need to give good customer service at all times.
Great post. It's unfortunate that some agents act this way. How many of us would put up with someone treating us in the same manner? We would be ready to call the Better Business Bureau or our local news station to complain. And, while I'm not sure what price range that buyer was interested in, think of the "abuse" luxury homes specialists sometimes endure to get a home sold.
Excellent point!!! We must always remember that we are in the service industry, therefore we need to give good customer service at all times.
Jennifer,
I just joined Trulia last week and got my first callback today from a question that I answered. When I gave the buyer additional information to help her with a sale, and she was so appreciative. Although I may not get anything from this transaction, she is now in my SOI. It turns out that she is a Reverand and for one week no one addressed her question until I did. By the way, Reverands have congregations...Do congregations buy/sell houses? Yeah....Would she be a good source for referrals? Yeah!!! So my half hour of research will pay off in the long run.
It's too bad you are seeing this on Trulia. Trulia is a great way to generate seller and buyer leads. Through your opinions and responses a viewer learns more about you - just like your blog. I have several clients who generate 5+ leads a month from Trulia.
Expertise doesn't have to come with condescension, but unfortunately often does. I'm a video game expert, but I won't rag on you if you ask me a "noob" question! :) Great post, thanks.
I answer Trulia questions whenever I can. If it's a request for info about a property, I link to the listing (customer version) and give all the info I know.
I have been in a position to inquire about properties in other states for personal purchase. The last thing I want is to be spammed and the second last is to be ignored.
But it was always shocking to me that I would often receive those responses (or lack thereof) when I just wanted answers.
I agree that this is a huge opportunity. It also can be a wasteland of misinformation, as stated above. BUT just like the leads that pull into my sites, you have to dig thru for the good ones, and I don't see a difference really.
Let other agents be the wrong agent. It makes it easier for me to be the right one . . . :)
I think those agents that came across as unhelpful need to stay away. Or work on their communicating skills.
I have not found that to be the case on Trulia in the Nashville questions - maybe it is just in certain areas of the country?
Thanks for sharing!
I posted one of my listings on Craigslist last week and will probably never do so again because I got 3 responses, all from real estate marketers who thought I was a fsbo.
If the point is relationship, then Lenn said something very smart!
If agents "qualified" home sellers to the degree they believe necessary for sellers, they'd never have a listing appointment.
MOST agents need to meet buyers and "make a friend" - not run them through an elimination mill.
I sold a lot of homes to crazy buyers who did not know what they wanted, and would not meet with a banker until they found a house.
The unfortunate thing about sites like Trulia is they are widely publicized and the general public doesn't know they aren't getting good information. Anyone can post anything on-line. A phone call to a trusted Realtor is definitely the better way to get a question answered.
When I answer questions on Trulia and Zillow I answer to the best of my ability and questioner's satisfaction as possible. In the Seattle area, though, these forums are by and large dominated by a clique of hostile, denigrating consumers who openly despise Realtors, and sycophantic agents playing buddy-buddy with them while trolling for business. These people can be very hostile towards outsiders, so I don't go there often. If they sense even one little bit that you are spamming, by,say, offering to assist the questioner within the post, you will inevitably end up with a picture of a can of Spam on your forum. Maybe the agents' aloofness is a sign that they are just treading with caution. Not to defend them, though...
I posted on Trulia once before and had the same experience... I got answers like "...if you are serious you would do your homework first..." It was belittling and borderline vicious After that, I stopped visiting that site...
Where have has the "professionalism" of real estate gone?
I guess this is an opportuntiy for the real "Professional" agents to shine and capitalize on!
Reuben | TurnKeyFlyers.com | Plug and Play Real Estate Flyer Templates
I participate too! The best thing about Trulia is the linking capabilities. The link to your real estate website at the bottom if those answers are stong and help with SEO.
All the nasties in the world only make the kind hearted souls be more appreciated! But seriously, do they really have nothing better to do with their time?
Excellent post, Jennifer. You do wonder how these people stay in business. Or maybe nobody hires them, and that's why they are on the internet forums, trolling, making themselves feel superior while they have soem downtime after their Home Depot shift...
Oh, Lord. That's why I don't bother with the Trulia site unless it's a question I can answer that will be helpful to the consumer. I haven't been so fortunate to get a question like that about a house though...wish I did.
Yay! I love this. I read some of the answers on there and just cringe. I can only imagine how it comes across to the innocent consumer.
Recently, one BROKER posted a very disparaging remark about agents who were "ONLY" REALTORS and not, ahem, the much more highly exalted BROKER. In one poorly written paragraph, she managed to insult every REALTOR out there, which was, of course, her intent. I think most consumers are going to take it for what it is and move on to someone who isn't do defensive and insulting. I certainly would not do business with someone who feels the need to put that out there for everyone to read.
As always, an excellent post Jennifer...I do agree with Karen, of course.
I stopped going on Trulia forum, as I found that is just a place that angry buyers and agents got together to bash on each other. I also believe most of the questions posed on the forum are somehow "fake" and just put out there to stimulate the angry conversation.
Too often I see questions like " how much is a 3 bedroom house in xxxx city?" It's like asking how much does a car cost? Then the agents trip over each other to try to give legitmate answers, like "well, it depends how big the house is and what part of town it's in, etc. etc.". It cracks me up to see agents try to give real answers to fake/stupid questions.
Anyway, if your angry and want to pick a fight with someone, Trulia is where it's done. But, I certainly don't have time for that much fun.
Jennifer,
Isn't it strange, that the majority of comments on my blog about showing properties without making buyers jump through the hoops, were vigorously defending the position that if you do go and show, you waste your valuable time.
You have a much better succes in that sense. I guess it is how you put the things. You did it very nicely, and it pays off (LOL).
Good discussion, though
Bill, I knew you were an intelligent fella the moment I met you.
Well, online anyway. ;)
I see this a lot and often wonder where these agents come from?? And out from WHAT rock?? I am signed up to get questions from Trulia and Zillow but apparently the people in my community aren't using those platforms to ask questions...I am not sure whether to be happy about that or not after reading this article and those comments...
I don't like having to deal with another agent's baggage they've imparted on a client when I pick them up...it's like dating someone who always wants to talk about their ex-girlfriend or boyfriend...I just want to say: I get it, they sucked. Acknowledge and MOVE ON! :-)
Hi Jennifer -- You provide keen insight into how to think like a buyer if you want to capture one. Well said.
I gotta ask... WHY are these agents wasting their precious time on the Trulia forum if all they're going to do is alienate the prospects they're supposedly there to find?
The agents are correct but oh, so wrong in the way they behave online. There is no upside from lecturing the willing buyer about how he/she is "doing it all wrong". The customer might not "always be right" but the old saw "nobody likes the smartest person in the room" certainly does apply here.
This is how I feel about it - put out what you want to get back. I answer questions if I have something to add (Not to be the 6th Realtor to tell someone that the house sold for $437,500. That looks completely stupid). I'll answer them truthfully, compassionately, and how I would like to be spoken to. Others can do the same, and then we'll all get the appropriate clients.
REALTORS who go on and lecture BUYERS can get the people who want someone to tell them what to do. BROKERS who go on and trash REALTORS can get the people who hate REALTORS. They're all welcome to those people. I don't wanna work with them.
It's a double edged sword - on one hand, I'm embarrassed to be in the same "group" as these people, but on the other, it sure makes me look good.
Jennifer, Loved this post and will take time later today to read all the responses, but I'm with Lenn...send them to me. I'll treat them like the most special, important person I've communicated with today. That's how we should treat everyone. Unfortunately, many people are in our business accidentally and really need to find a different vocation. I think many think that they sound "impressive" when they over qualify buyers or sellers. Thanks for the POST!
Oh, but the one REALTOR who trashes other REALTORS in my area infuriates me. I'm human. I don't like taking potshots more than anyone else. I do think the best policy is to let him/her hang himself/herself, though.
Jon Z - Ahhhh, don't give me too much credit. I get blasted frequently for stating what seems obvious to me - be nice to people when you meet them and show them some respect - as someone else commented - it makes so much more sense to build rapport first, educate a little later. BTW - have you read your "friend's" more recent posts? All about giving other people the benefit of the doubt!!!!!
Heather - I've seen your posts on Trulia and compared to the crowd around there, you come out looking like a star. But I agree... it's embarrassing to be associated with such nonsense.
Marian - It seems so obvious to me. What cracks me up is all the people who get into real estate because they "love people" ... and then you see this stuff...!
Brian - I've never heard that saying before but I love it!!!
Chris - Thank you!
Christianne - don't you love it when you meet someone who says "I don't like Realtors?" And you really can't blame them.
Andrew - I'll remember that the next time I'm itching for a fight... www.trulia.com.
Karen - that's a topic for a different day, perhaps, but I do wonder... it seems that some of the nastiest agents have all the time in the world to be spreading their nastiness online... but then again, some of us nice folks seems to play here a lot, too.
It doesn't make any sense to me why they would be like this to potential clients.
One of the reasons I stopped answering questions on Trulia is I don't want to spend my time growing Trulia's business and helping it rank on the search engines. I'd much rather set my own site up as a place where buyers and sellers in my area want to come to ask questions. Next thing you know, Trulia will start charging us to answer questions about our own listings that appear on their site.
Ok...after reading all these great responses, I wonder if I should continue with Truelia at all...I did notice something though..
A interested first time homebuyer asked a question about homes in a certain neighborhood in February 2009. Her question didn't get answered until June 2009. There was a swarm of agents spewing out their resumes in 5 sentences or less but NOT ONE OF THEM asked if she was still (given the time frame between question and answer) looking to purchase a home in the area of if at all for that matter...