Want to build a raving fan base that will support your business for years to come? It's SO easy - way easier than cold-calling, door-knocking or farming and a heck of a lot cheaper. All you gotta do is look for opportunities to impress the heck out of those who have the potential to be your future past clients and stop worrying so much about whether you're wasting your time!
On Friday morning, I got a referral from an agent on Active Rain (Thanks Miranda!). The buyers live in the mountains, want to buy a home in Denver... this week? Nah, they have a house to sell first, so maybe sometime in the summer. That's cool - I like a full pipeline.
Around 2:00 on Friday afternoon, the buyer calls me and wants to know if I can show her and her husband houses on Saturday. Yep, with a little re-arranging, I can do that. So, we did. Went well. Nice, nice couple with two adorable little girls. Found a neighborhood they love, so I promised to keep them updated on the market activity in there. They headed back up the hill to their mountain home.
7:30 this morning, my cell phone rings. The buyers are so excited about what we saw yesterday that they want to make another road trip to Denver today to look at all the other houses for sale in the neighborhood, as well as the ones we saw yesterday. Well, I have an open house at 1pm, three offers to present at 4:30 and dinner plans tonight, so if I'm going to accommodate them, it will have to be this morning and I do have a lot of things to do between now and my 1pm Open House.
Did I rearrange my schedule for them? Oh, yeah. We're meeting at 11:00. Are they going to buy a house today? Not a chance. Are they pre-approved? I'm not sure, I think so, but I haven't asked.
So, why am I "wasting my time?"
1. My past clients are an enormous source of business for me. Because I put them on a five-year drip campaign and hound them for referrals? Uh, no. I think it has more to do with working my backside off for them and making their needs a priority over my paycheck. Even if (egads!) I'm inconvenienced.
2. The agent who referred them to me could also be a sweet source of future business for me - she works in a resort market just an hour away, so if I impress her clients, in turn I impress her.
Here's the thing... meeting them as requested will take maybe two hours out of my day. Big deal. I think that's a very good use of two hours that I'd otherwise probably be surfing Active Rain or even whining to myself that I wish I had a few buyers. To me, taking advantage of the opportunity to impress someone who has the power to bless me with a $10,000 + paycheck is an excellent way to spend a Sunday morning.
Dan - We have showing services here, so no problem setting the showings...
Kathy - Glad I could help!
Norma - You have SOUL!!!! Nice to meet you!
Tiffany - yep - we've all been brainwashed into believing that newsletters and calendars get us our repeat business... SO wrong...
Scott - even in a strong market, doing a great job is always appreciated!
David - I'm actually a little surprised I haven't been bashed (yet) about the whole "life" thing.
Duane - yes indeed... heading out now (I'm on Mountain Time)
Gary - If you love your job, you DO your job... go you!
Charlie - thanks!!
Teri - When things are busier, yeah, we have to say no sometimes. But being in front of a potential client is NEVER a waste of time if you're not already in front of a client or potential...!
Hey Jennifer,
That is what I'm talking about. It's about doing the right thing for someone else and the rewards will come. Is it the best use of your time? Some would say no but I say YES! Good luck with the Mountain People and have a great Open today.
Hi Jennifer,
I would have done the same thing. I have found being flexible builds trust & loyalty and clients who truly value superior service! :)
Once again, you've got me beat. My phone is not even turned on at 7:30 a.m. That's crazy talk! lol Besides, I have church on Sunday mornings anyway. In the last 7 years, I've only missed church for a client, twice.
BUT, I'm a night person. They can call me at midnight and I'll e-mail listings, and send e-mails to the listing agents for the next days' appointments.
Jennifer
Keep doing what you are doing, I tell my buyer take all the time you need, (just don't call anyone else- is always implied with that statement) it is a long road to success and a short one to failure, so go ahead and log the miles they will pay off. Steve
I agree..I have no problem with doing what you did. I have some clients that are moving up from California...When? in 1-2 years! But they were up and wanted to look at property so I spent a few hours helping them look.
Keep doing what you do if it works! :)
Hi Jennifer, I couldn't agree with you more. I take the same approach with clients and referrals from clients. I have had other agents tell me I'm crazy for "wasting" my time if they aren't going to buy something soon. It is amazing how many of these people do end up buying from me because I made them feel like they were my only client. Fill that pipeline! Thanks for reaffirming.
Dave Keller Williams Realty www.daveruwehomes.com
Its amazing how much time we're willing to spend doing post cards, www things, door knocking, etc. But when it comes to going the extra mile, sometimes we miss the boat. THAT'S the boat that yields the best business "down the road". And that's.....
SELLING SOULFULLY!
dv
Your story reminded me of getting a phone call at 6:0 a.m. on a Sunday morning on my home phone a few years ago. It turned out, it was from someone who had seen I had an open house coming at 1p.m. and really wanted to get in early. They told me they loved the house and wanted to see it ASAP.
I had to fight very hard not to snap back and say "You jerk, you woke me up at 6 a.m. and this most certanly is not an emergency, it's a house."
Instead, I said, "I'll get there early for you and I promise I won't show the house to anyone but you." I don't know why I didn't get angry about the call, and I don't know if I'd still do the same thing.
Either way, it turned out the family saw the house around 10:00, immediately put it an offer, it was accepte that day and we had one of the quickest deals ever. It taught me a lesson I have to remind myself of from time to time.
I think the best part is that you did not even think twice. The reasoning is AFTER the fact. And this makes you a good agent.
Not that you sit and thought through all the pro & contra. Very impressive
Jennifer,
The only thing you missed is that the hoops we jump through are supposed to be on fire......
Now tell those that leave the message " I return calls every day between 10:00 and 11;00 and 4:00 and 5:00" that they shouldn't bother. My clients and I will look at something else.
Regardless of what happens - they will be telling their friends how you helped them out.
Maybe more importantly, they won't be telling their friends how you didn't help them out. Great post, and great way to build a fan base.
Hi Jennifer,
I actually had a gentleman call me on Saturday from Denver regarding real estate hear in Cary, NC. I had had a long day and had just gone on a walk w/my husband and dog to the Cary Spring Daze Arts and Crafts Festival.
Did I take the call? You betcha! Is the guy buying today? No...Like you I want to keep my pipeline full and WOW my clients so they will refer other clients to me later.
Great points Jennifer! Thanks for the insight! Steve
I gotta say, it warms my heart to see so much support for this mentality in our industry. Most of what I've seen counsels agents to PRE-QUALIFY EVERY BUYER before allowing them to step foot in your car. If they are a "waste of time" (that is, they aren't ready to buy in the next two days), they aren't worthy of your precious time. NONSENSE.
But, I suppose if I'd written this blog from the opposite viewpoint - that "How DARE these people bother me on a Sunday morning - I need to show them what's what!!!" I'd get all sorts of support for that view, too, huh?!
There's a paragraph in my book (Sell with Soul) that goes something like this: "You need to be available for your clients when it's convenient for them, not you. Sure, they'll take time off from their work-day to visit their attorney, but they may not do it for their real estate agent. If you insist on working M-F - 9:00 to 5:00, believe me, someone else working evenings and weekends would be happy to take your prospects. AND THEY WILL."
THANKS so much for all the comments!
Heather - That's true, of course - in fact, when I "jumped" yesterday for these buyers, I did it on my terms - I had a window between 11;00 and 12:00 and that's when I said I was available. If they'd insisted on seeing me at, say, 4pm, I'd have had to say no. But I think if you at least attempt to "jump" for them, instead of lecturing them about how valuable your time is (yikes!), that'll do the trick!
Doug - Thank you! I hope to!
Diane - exactly!! It's comforting to go into each new month knowing you already have some prospects there.
Missy - Yes! And with that viewpoint, you'll continue to be successful!
Steve - you're quite welcome.
Tracy - good for you! You never know who will buy and when, so just keep doing your thing and you will be rewarded.
Jason - GREAT point! I hate it when we real estate types give the general public even more ammunition to blast our profession with.
Chip - Yep! They were so excited, I"m sure they were determined to see houses, with or without me. I'd rather they be with me.
Barry - LOL! I hate that stuff!
Paddy - THanks! And my open house went splendidly. Good karma day all around.
Ron - agreed - <rolls eyes> Last time I checked we're not doctors.... lawyers... CPA's... I hate that mentality!
Suzanne - absolutely!
Lisa - I'm a morning gal, but if someone calls me at 8:30pm, I probably won't answer the phone. So, you got ME beat there!
Bob - I'm humbled. I always look forward to your comments cause they're so darn ego-enhancing for me! Thank you <blush>
Good morning Jennifer,
Great post! I don't advocate being a slave to clients, however I do go out of my way to accomodate them. Many an Agent has critisized me for it, but like you, their needs are my needs they are my priority and paycheck. I don't allow myself to be abused, however I do take my profession seriously. Glad to see that you and others do too.
Let us know how the day went.
Hal
Jennifer,
I like those who "work on their schedule", "do not work after hours", "have a professional approach". Because of them I have more business. Yes, I am guilty in few of "wasting time activities" like helping acquaintance with tax complaints, etc. Like you, I just love my pipeline being full.
In our Board it's a lot of discussions on "procuring cause" arbitrations and mediations. I think that if most of buyer's agents were not that lazy, we wouldn't had as many of these cases to discuss...
Jennifer - I too agree with Jason C. I will bend over backwards to help a client becasue that IS my job. However, my church and family come first. At first face to face meeting, I explain this to my customers/clients. Sunday is my day with God & Family. IF there is an usual circumstance (out of town customers that have told me in advance that they want to look all weekend) I just don't do Real Estate on Sunday. We do have to be flexible but it has also been my experience if we jump too high and too quick some take this to mean that you have no other business and they take advantage of you. Just another view point.
Have a great & BLESSED week and Happy SELL'ng.
I just had an agent leave me a voicemail that states...
"I don't work on Saturday or Sunday, and I take off at 2:30 on Fridays...So the fax you sent me Friday to get signed by Sunday wouldn't work."
I guess that is why so many agents turn over in this market? There is a fine balance between work and family time, but one still has to make a serious commitment to both. So.... feel free to call me at 7am for that nice referral to Wisconsin! I jump through hoops too!
Exactly what I say Jennifer. See my first featured post today about the same subject! You are my inspiration!
Susan
Jennifer,
I'm thorougly impressed that you had 3 offers to present! That's great for you.
Happy Monday, Jennifer,
Broker Bryant brings up a good point (as he usually does). Although I'd love to say I'd do exactly the same as you did, to be truly honest I'm not sure I would have. For example, yesterday I took a rare Sunday off to see the broadway show "Jersey Boys" with my husband and in-laws (the tickets were their Christmas gift to us). If a client had called yesterday morning and demanded to be shown homes in the afternoon, I would not have changed my schedule. However, I would also not have told my client what my specific plans were. I would first try to get a mutually agreeable appointment. If that wasn't possible and they simply HAD to see property right then, then I'd make arrangements for another agent to show them homes. It wouldn't be my first choice, but you gotta do what you gotta do, right?
Yes, this is my business and in most instances it comes first. But there are times when family duties must prevail.
Jennifer,
At first I thought, "Jennifer needs a life!" :-) and then I realized I do precisely the same thing. I don't make a habit of answering the phone at 7:30am but I'm at work at 7am so as soon as the kids are out the door for school and I work many (most) nights until about 11pm. My "windows" vary on a daily basis and our profession allows us the luxury of scheduling around the really important things - God, family, community, friends - to accommodate our clients. I try to do this every time there is a legitimate need. Unfortunately, sometimes if you give an inch, they'll take a mile. But setting firm limits and expectations are what make my business successful. Everyone knows they can count on me if it's really important - but it BETTER be important if anyone expects me to miss out on the important things.
This is one of the reasons that I hate the way that selling real estate is set up as an industry! Would these folks have thought about calling their accountant at 7:30 on a Sunday morning? How about their attorney?
There are way too many of us and that's the reason that we have to put up with being treated this way. It's not good enough to do a good job for the people, we have to be available 24/7.
Have I fallen into doing things like this? Yep, but I then go to work on educating my clients as to when I'm available and the importance of scheduling in advance. My experience since I changed MY attitude and stopped being available 24/7 is that the clients are okay with it.
Just my thoughts on the matter.
Bob Mitchell
ValueList Real Estate Services, Inc.
P.S. I wrote about this topic awhile back and would be curious as to your take on that post..."Does An Agent Have A Right To A Personal Life?"