I ran across an article the other day about the top complaints customers have about us (yes, us REALTORS) in selling their property. Obviously, communication is THE biggest complaint.
It is interesting that the first couple of weeks, we communicate on a regular basis, paperwork, signage, open houses, showings. It is a well known fact that the first 4-5 weeks are the busiest as the property emerges onto the market place and the showings are usually frequent. After that length of time, activity begins to taper off. It is in this time period that the REALTOR communication slows down and begins to literally stop. Customers call to see what is happening and usually we are not as quick to call them back. Our customers begin to wonder just what are we doing and about this time, we tend to be embarrassed and continue not to communicate. So now the customers believe their REALTOR is doing nothing and begins to feel frustrated. Many Sellers have voiced this concern over and over again, and I venture to say, we have all been guilty of this at one time or another.
So how do we overcome this problem? Make sure you and your customers understand each other’s expectation. Communicate accountability to your clients so they understand that you will be in touch with them frequently, and that they should communicate with you as well, calling/texting/emailing with any concerns and/or questions at any time in the transaction. Educate them on the marketplace. They may have some misguided ideas about the marketplace and what is actually going on. An educated consumer will be more understanding when the activity is much slower if they understand the market.
So my fellow REALTORS, be good to each other and your customers… until next Monday…hopefully no head banging!