Years ago, when I was buying a home in Land Park, Sacramento, and in the process of moving from Minneapolis, I had hired a real estate agent who rarely communicated with me. I would email her and she would not respond. I would leave her voice mails and she would not return my phone calls. Being several thousand miles away and trying to close a real estate deal was stressful enough, but working with an agent whose communication skills were sorely lacking was even more frustrating. It's not the way I choose to do business.
You learn a lot when you're on the other side of the fence, so to speak.
In my own business, when I receive an email from a prospective client, I immediately respond, and this practice sometimes freaks out the recipients. I guess they aren't used to it because they tell me how shocked they are that I called or emailed. But it's easy to respond to people. When I get an email from my web site, it generally contains a phone number, which on a BlackBerry makes it easy to dial. I just scroll to the phone number in the text and click the call button.
My response time is generally 2 to 5 minutes. If I'm out showing property, I excuse myself to make a quick call to say I will call back at a certain time.
I'd like to ask the agents who read my blog: how quickly do you respond to potential client inquiries? My email is set up to download every 2 minutes at my home office and immediately to my cell. That seems normal to me. And to the public I'd like to ask: how quickly do you feel an agent should respond to your request?
The Short Sale, by Elizabeth Weintraub, coming from publisher Archer Ellison in January 2009.
Photo: Big Stock Photo
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Certified HAFA Specialist
My Sacramento Real Estate Listings
Elizabeth Weintraub is an author, home buying columnist for The New York Times-owned About.com, a Land Park resident, and a Land Park real estate agent who specializes in older, classic homes in Land Park, Curtis Park, Midtown and East Sacramento. Weintraub is also a Sacramento Short Sale agent who lists and successfully sells short sales throughout the four-county Sacramento area. Call Elizabeth Weintraub at 916.233.6759. Put 35 years of real estate experience to work for you. Broker-Associate at Lyon Real Estate. DRE License # 00697006.
The Short Sale Savior, by Elizabeth Weintraub, available at Amazon.com.
Lyon Real Estate is not associated with the government, and our service is not approved by the government or your lender. Even if you accept this offer and use our service, your lender may not agree to change your loan.
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The views expressed herein are Weintraub's personal views and do not reflect the views of Lyon Real Estate.
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I am like you Elizabeth. Get a lead. Pick up the phone. If it goes to voice mail, email them. What are these other agents waiting for?
Hi Elizabeth, Hard to understand why some agents are non-responsive ! Also, agent to agent communications may be very time sensitive. Hope your 2009 is the best ever !
I receive my e-mails to my Blackberry and will also excuse myself to e-mail back or call. There really is no need to wait unless necessary,what if they e-mailed many agents at the same time? I don't want to miss out because I decided to play cat and mouse.
The market average for a real estate agent to respond to a customer inquiry is (no kidding) 54 hours. This is only for those "leads" that are followed up by the agent. There continues to be too much "cherry picking" by agents. They only want the loose fruit - those buyers or sellers that are going to do something right away. "What? You're not pre-approved? I'm not going to take the time to help you get pre-approved, but call me back when you are." This is a common approach of many agents.
As a broker/owner, I own the leads. If agents aren't working them, they don't get them anymore. We have a national lead network that passes leads on only to those agents that answer their phone, because we do a warm transfer of leads. These are qualified leads and agents still don't do what they need to do to receive these leads!!!
Well, maybe as a result of 2008's decline and the projected slow market for most of 2009 to continue, we will see many of these agents leave the business. They were never into it anyway. They just wanted to make a quick buck and leave.
I say we need to get on the horn as soon as humanly possible. I typically answer my phone any time (stepping away from everyone in ear shot). But there was a time my husband was in the hospital and I didn't respond to two prospects right away. Once I explained the situation they were fine with it. One I lost and the other I sold his listing in four days.
Back to basics. You snooze, you lose. I called a prospective lead minutes after he sent an inquiry and he was blown away.
Hi Gary and Bill: I don't know what other agents are waiting for . . . maybe they don't give much credence to future business?
Hi Tina: Ah, I did not think about the fact that a client may have emailed other agents. Of course they would. Great tip. Just makes it all the more important to respond right away to them.
Hi Weichert REALTORS®: 54 hours? That's incredible. That's like, wait, let me count on my fingers, more than 2 days. Maybe this market will weed out the agents who aren't really interested in the business.
Hi Melody: A medical or family emergency is certainly understandable, so I really doubt any client would get upset over that. But once I called an agent -- back in, oh, 1990, about buying a home. She didn't call me back for 3 weeks! Fortunately, I was still looking and ended up buying that house, but still . . .
Hi Ellie: I get the same response as you. It makes me wonder how much faster I could be. I like blowing people away, hahahha. I think it helps to restore their faith in real estate agents. From a consumer's point of view, I imagine it's pretty frustrating to email and call agent after agent and get no response.
With a Blackberry, it's easy to call or email back, within a few moments. I try to do this, too, and you're right...a lot of people are surprised at the quickness of response.
... well, like you, I like to respond immediately - sometimes while they are still on the computer that they sent the request on - and yes they are often shocked, freaked out or wowed by that speedy response.
Speedy response has always served me well ..... except one time recently !!!
If you don't answer ASAP, you stand a good chance to lose business.
I agree in this day and age the consumer expect quick response. My cell phone is on and my tablet is connected if I'm available I take the call.
ASAP, If your not available the next person maybe. There is over 600 realtors in my town of 60,000 people. Sure only 200 to 300 sell stuff, but thats enough.
During business hours I'd say I respond on average within half an hour if I am not showing, maybe an hour if I am showing.
After hours it depends on the contact type. I stop checking office email at 9 p.m. and start again at 7 or 8 a.m. But I leave my cell phone on 24/7
Also when our office closes we forward the calls on one of the full time agents who is home for the evening.
I'd say I never let a potential contact go more than 12 hours and if I am already working with them and they try to reach me by cell... within an hour. But if I am not with another client it is immediate.
I too am completely stunned by the 54 hours... WHY would any agent wait that long. I would expect them to have called someone else long before 2 days. As a customer I would.
Wow Elizabeth, I'm truly impressed! Of course "I" do the same thing, but nevertheless I am impressed that someone else does the same. ;-)
One day almost TOO long to respond to a website inquiry....... I try to get some kind of connection to my website responders that day if at all possible...... 12 hours should be the max response time....
I have found that if I respond quickly, potential clients are impressed!!!
=-)
I respond immediately to e-mails, phone calls, and inquiries on my website. I do notice that people are always appreciative, and sometimes surprised. I am often surprised at the lack of response when I reach out to other agents.
On the other hand, I do get a little annoyed when I get too much of a response; that is, multiple calls and/or e-mails when I'm not able to respond immediately. If I respond to someone once, and I don't hear back, I wait a few days and try again. If I still don't hear, I leave them alone. I want to be helpful, but I don't want to be annoying.
Elizabeth: I respond to potential clients as quickly as possible. Usually in the format they first contacted me. If I'm with a client, I do not call, but will as soon as the day is over. And you know what, you are right about freaking people out. It's amazing how many of us don't return those calls at all. With the bar so low, it's easy to impress and turn them into clients.
I respond immediately to leads. Last week I met with a young lady who said she'd been to several sites and I was the ONLY one who responded.
Elizabeth,
Good evening and a Happy and Healthy New Years to you and your Family. So many [sadly, from within our Profession] take the simple rules of business for granted. I [too] personally reply to all my voice and e-mail messages. And though some may argue the 'auto-respond' as a tool, I have always considered it ... less than [but that is just me].
Shortly, I will e-mail you, regarding my current Re-sale Listings [ as seen at http://www.StevesGulf.com ] and my Newly Constructed Waterfront and Gulf view Condominium http://www.SeaViewPlace.Info I am marketing within my unique Coastal Community http://www.GulfHarbors34652.net
...an interesting story; If you recall several months ago, on the cover of Realtor Magazine "Top 30 under 30" [or something there like], I took the time to read each bio [most without full contact information]- Googled each to obtain web sites and/ or e-mail addresses. I then e-mail all of the 'notables'. FYI~ I received one [yes, just 1] reply. I just thought I would share this...
Looking forward to knowing and working with you.
Steven Zimmerman Realtor ABR GRI
Prudential Best Realty, Inc.
5245 US Highway 19 North
GULF HARBORS
New Port Richey, Florida
34652
Sjzimmerman@msn.com
Pt # 727-534-3226
Wk # 727-849-2266
Wk Fx # 727-848-4866
You are a whiz-kid!! I respond as quickly as possible but I really hate having prospect calls coming to me when I'm with someone showing property. I think the ones I'm with deserve my attention. I do check email often during the day even though I don't receive it on my Treo.
You know what, you guys? I'm thinking since everybody who has responded is online and posting blogs, perhaps we're just a different sort of animal than your average agent, you think? Maybe we're programmed to immediately follow up.
If a newer agent in this business would grasp that concept that all he / she really has to do is: 1) Answer the phone and 2) Respond immediately to inquiries, they could be overnight sensations. Two simple things, yet so many don't do it.
Oh, well, more business for us. :)
I always try to call as soon as I get the message, from 8am to 6pm and sometimes later. I email back as soon as I get the information although I don't have my emails sent to my phone. I generally check my emails about every hour when I'm at home/in the office and about every three to four hours when I'm out and about.
ps- I should have mentioned the only time someone will get my voice-mail is when I am 'with' Clients- for that is what it Is for [but that goes back to simple manners].
Elizabeth - since we posted Secrets of converting Internet leads, we have now serviced over 20,000 consumers using that process. The numbers remain the same and indicate that you are being successful because you make the first connection quickly. Don't forget the additional phone calls within 24-48 hours. Have a great 2009.
Unless I'm sleeping, I'd say usually within 15 minutes at most. Sometimes I'll take the time to look up the property they are inquiring on, but rarely longer than that. I loved your comment about their surprise. I get that too. As a matter of fact, we have an auto lead generator on our RE/MAX office site, and I finally had to turn the settings on so the lead goes to 3 agents at once. First agent to claim it, gets it. The competition has really increased response time!
Elizabeth - Based on the NAR stats, it said that if an agent respond within 1 hr, there is a 72% chance that the lead would someday become a client. If the agent responds after 4 hours, the success rate falls to 29%. When I saw that, I was "stunned". Of course, I am working my ways through the phone connections. I struggle with it in the past, I'm learning new ways. So, I'm probably one of the agents who didn't catch the early worm if I was in your area. But not in 2009. I have a new outlook.
Response time to clients is extrememly important. But I would like to mention that it is important to respond to other agents in a timely manner as well. I researched long and hard to give a lead for a commercial property to an agent in North Augusta, SC yesterday afternoon. Here we are a day and a half later and still no response from her. Now unless she is a place where she is unable to communicate with the rest of the world, I seriously think that is deplorable. She may have just lost quite a hefty commission and perhaps other leads I may have sent her way.
I agree that it is imperative to get back to a client that contacts me. However, I would never "step away" from a client to respond to another. When I first chat with my clients, I will tell them that I will respond as quickly as possible, but if I am with another client, I will contact them as soon as I am done. It would be like my doctor or lawyer going to a corner of a room to respond to another client while I have an appointment with them. I would be angry.
Call them quickly is what I say. Why wouldn't you? Is it like dating where you need to follow the three day rule.
Yes, the sooner the better. If they're Internet surfing and don't reach you, they'll call the next one.
I try to respond within 5 minutes. Having a Blackberry makes that easy. I agree with some others, however, if I am with a client I give them 100% of my attention and return the call or email the minute I am done with the face to face client.
Spending quality time with clients is important. However, if I'm showing property, I have time to check my BB when my clients are measuring space in the bedroom. There are at least 3 times I don't immediately answer, however, such as when I'm face-to-face with a client, sleeping or dead.
Elizabeth - I'm like you. I respond as soon as I get the call or email. I respond how I would like others to respond to me... :)
4 letters for you: ASAP
Time is of the essence...
Elizabeth,
I always call and email......why not take advantage of all the vehicles we have.
Dear Elizabeth,
My response time varies. If I receive a phone call, I pick it up. If I am on computer, I respond immediately, although there are times when I take a few minutes to research their question before I respond. If I can't do that quickly, I will respond and tell them I am researching.
Quick response has earned me some clients and often surprises the person.
If I speak with a new prospect on the phone, the call can easily last 30 minutes, if we both have the time. I want to know as much about their needs as they are willing to share.
There are exceptions, however. If I am having dinner with my friends or spending time with my 88 year old Mother, I will respond later, If I am with a client, they get my undivided attention. I don't answer my cell, unless the call relates to them, or it is my Mother!
The delay in response to a possible new lead and the risk of losing them is a fair trade off to me about the quality time I spend with my clients and family.
On the other-hand, there is still an exception to that! If my family or a client is in a critical situation, I will warn, whomever I am with, that I may have to take a critical call.
Elizabeth - This is such a great question and one that I have had to wrestle with from time to time during my mortgage career. I have finally come up with the best way for me to work that I feel is best for both my clients interest and my well being.
When I am in the office, I spend most of my time either on the phone or answering emails. So when I get a lead from a prospective client, whether it be phone, email or website, I respond to it asap. If I am already working on something or or unable to respond when the lead comes in, I finish what I'm doing and then respond to the lead. If I am in the office there is no reason for me not to respond asap.
My dilemma comes when I am not in the office. If I am taking some personal time off with my family or friends, I will sometimes turn my phone off so that I can enjoy my time off in peace. When my personal time is finished (usually by the end of the day), then I will respond to my leads, either by phone or email. If I am with another client, I will turn my phone off so that my client has my undivided attention. After I am finished with my client, I will respond to my leads.
I explain this practice to all of my potential clients when I meet them so that they know exactly what to expect from me as far as future communication. If that way of doing business is not acceptable to them and they want someone who is available 24/7, then I tell them that I'm not the right Loan Consultant for them and I wish them well and send them on their way. If they choose to work with me, then they know exactly what to expect from me in regards to communication.
I wish more agents were like you!!!! The primary complaint I recieve from my clients I forward out to agents on my network is that they waited to long to call...or never called at all. 1 out of 3 make that claim to me in follow up.....Sad.
My family and friends know my cell comes first. My husband is a saint. I made a deal with him that I will turn off my cell in the movie theater or after 7 PM at night.
Elizabeth - At least you do have some boundaries in that you actually do set aside time for your husband (evenings & dates). I know some Realtors that I work with that put their clients before anyone else (spouses, kids, friends, etc...). These Realtors are usually the people that I find I have the most trouble with (even more so than with some clients) when I explain to them that I don't work 24/7.
Over the years, have I lost business or opportunities because of my need to have a life as well as a career? Sure, I have but I've also had the pleasure of working with some absolutely phenomenal people who like and respect me for who I am as well as a wonderful husband and a great marriage. I don't regret the decisions I make to sometimes prioritize my loved ones, as well as myself, before my clients and/or prospects. In the end, it's worth it to me.
Donne,
Good evening. While I've posted earlier, I thought I would also share this. It was to an Associate seeking [somewhat related] advise.
Enjoy your weekend- Famly and Clients alike...
:) Steven
Marie,
Good morning. You ask an age old question. Simple, though one of ultimate balance. While it is true the overloading of our daily burdens has grown so, one [still] needs to focus on what is truly important; Family/ Friends/ Work [sadly, not always in that order].
While I have been fortunate- and am consciously grateful Every Day- I have chosen the lesser of all evils- my sleep. I commit an amount of time to my work [day and night], I spend quality time with my lovely Wife [of over 25 years] and would rather watch a show my 10 year old Son wants after dinner [if we are not 'in-season’ (my Son’s playing Football or Baseball)] then ... well lets just say I do use my HD-DVR to its fullest. And after our Son falls asleep, I will spend time with my Wife [till she is out]. I kiss them both and then go back to working.
While I may or may not have answered your question- or found the best system- it is what it is.
Oh yes, in the back of my mind I know there are things [or Clients] that may have slipped through the cracks, though I can still could on 1 hand how many of my Son's Games I have missed [late or absent to a practice is acceptable], but when I am thinking of those things- I take a break from typing, give them both another kiss, and then go back to typing.
I trust this is of any use.
Good luck- God bless,
Steven Zimmerman Father, Husband, Realtor ABR GRI
A GULF HARBORS Resident, Waterfront Specialist &
Developer’s Representative
http://www.GulfHarbors34652.net
Pt 727-534-3226 Wk fx 727-848-4866
You should definitely respond as quickly as you possibly can, but definitely within 2 hrs at the most. Well, unless of course, the e-mail comes in in that middle of the night.
I believe the National Association of Realtors just released a new survey about how fast clients want a response. Here is part of the breakdown:
3% immediately
22% within 30 minutes
59% within an hour.