“Hey, Thanks for Calling…”

By
Services for Real Estate Pros with Arch Telecom

It’s a different world out there.  Information is everywhere; and it’s not gated. 

Prospects are not reliant upon your access to the MLS to explore properties.  Ironically, the openness of information has made us more distant in our communications; in our desire to have real conversations with people we do business with.  Some of us prefer to text versus talk, or voice and email to dialogue. 

Yes, it’s a different world. 

It’s competitive.  We’re concerned about efficiency’s and time management.  I wonder, if we didn’t spend so much time managing our time would we become more efficient?  If we invested our time into people instead of automation? 

It’s a different world.  In fact, imagine you were from Mars.  You met a real estate agent and asked them what they did for a living.  What would your conversation be like?

 

Martian: What does a real estate agent do for a living?

Agent: I sell houses.

Martian: Do you make them before you sell them?

Agent: No, I just sell them.

Martian: How?

Agent: I arrange the buyer and the seller.

Martian: OK; how do you find the buyer?

Agent: I invest money and time into marketing to create name recognition.  When someone decides to buy a home, hopefully they will think of me.  If they call me, I put them into my database system that automatically sends them lists of properties.  I ask them to rate the properties; save their favorites.  I send them emails and text messages reminding them to call me. 

Martian: But, I thought they already did call you. 

Agent: Well yes, but I want them to call me when they are ready to buy. 

Martian: So when do you know they are ready to buy?

Agent: Well they call me.

Martian: But they already did call you.

Agent: Yes, I know, look it’s complicated.  Sometimes they weren’t really ready to buy; or I never qualifed them.. or; look it’s complicated.  It’s not as easy as it sounds.

Martian: Wouldn’t it be easier if you skipped all the auto-responders, texts and emails and just talked to them?

Agent: I don’t have time.

Martian: You’re right; it’s complicated.

 

At Arch, we qualify thousands of real estate leads every month for our clients.  Recently, we noticed a new phrase trending up from the prospects, “Hey, thanks for calling me back.”

It seems the old way’s; the way’s of conversation has become a brand new concept in the real estate profession.  Perhaps the agent should have explained what top producing agents do for a living.

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Re-Blogged 1 time:

Re-Blogged By Re-Blogged At
  1. Charita Cadenhead 05/25/2010 08:58 PM
Topic:
Real Estate Sales and Marketing
Tags:
lead conversion
lead generation
lead followup
customer service

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Show All Comments
Rainmaker
654,063
Joetta Fort
The DiGiorgio Group - Arvada, CO
Independent Broker, Homes Denver to Boulder

That person is probably wondering if it's time to hire an assistant, like I've been wondering lately!

May 19, 2010 10:39 AM #3
Rainer
56,040
Ronda Densford
Magnolia Properties - Jacksonville, FL
Realtor - Jacksonville and Northeast Florida

Great post! It all seems so impersonal these days! I was concerned about that and had a great discussion about it with my First Time Twenty Something buyers. They all said, "we like it this way!!" I'm not comfortable with the texting and emailing--but that's what I do.  They like it this way and it works for them so I guess it's "all good".

Sometimes I wonder what planet some of the people I hear from fell off of...

Ronda Densford, REALTOR Jacksonville FL

May 19, 2010 10:55 AM #4
Rainmaker
1,255,830
Gene Riemenschneider
Home Point Real Estate - Brentwood, CA
Turning Houses into Homes

The call is very important and I could do more of it.  I offer great service, but sometimes I become so focused on today I do call about tomorrow.

May 19, 2010 11:43 AM #5
Rainer
43,009
Arch Telecom
Arch Telecom - Austin, TX

Hi Jan. It is something that we too have to remind ourselves. As a company we sell "solutions", but if we don't stay in close contact with our prospects and clients we can easily loose track of what it is we need to solve.

Thanks Kathryn. I think we all get too busy to remember to prospect.

Joetta, it's always a big step but the hiring the right person can make such a difference.

Ronda, that is a great point. We are actually working on addressing the fact that so many people (and not just under 30's) would rather communicate through email, text, and IM. That's fantastic as long as you remember to address their personal needs.

Gene, I love your picture. Thanks for sharing that!

 

May 19, 2010 12:08 PM #6
Rainmaker
256,445
Jill Watts
Realty Pro, Inc. - Vancouver, WA
Clark County, WA Is A Great Place To Live! Call Me

I wish I had a business like my husbands, he never has to advertise. People call and leave messages needing his services every day. He's been in the business for over 40 years. He's a plumber. I, on the other hand, have to call people and do all sorts of other stuff to get buisness.

Loved your article. Quite humorous.

May 19, 2010 12:14 PM #7
Rainmaker
598,880
Donne Knudsen
Los Angeles & Ventura Counties in CA - Simi Valley, CA
CalState Realty Services

Arch - "Perhaps the agent should have explained what top producing agents do for a living."  LOL

Unfortunately, this explanation would be a lot more confusing that the first one since the top producing agent would then need to explain to the martian how they don't speak to people anymore because they are just too busy.  So they have a gazillion, over-worked, under-paid, rude and obnoxious highly qualified flunkies assistants that completely run their business so that they don't have to do anymore grunt work client relations.  JMHO

May 19, 2010 01:25 PM #8
Rainmaker
145,576
Kate Wheeler
Country Homes and Land Murphy NC Realtor - Murphy, NC
CCIM - Murphy NC Real Estate for Sale

I agree - recently I picked up an expired listing who said he decided to list with me because I didn't just mail him something like all the other agents. I followed up with a phone call.

May 19, 2010 03:34 PM #9
Rainmaker
681,133
Ruthmarie Hicks
Keller Williams NY Realty - 120 Bloomingdale Road #101, White Plains NY 10605 - White Plains, NY

This is really funny.  Although the big issue is that when people first make contact, they are generally a long way away from buying anything.  So, often they don't want to bothered.  Rule of thumb - if they leave a phone number - I call it....

May 19, 2010 03:48 PM #10
Rainer
69,202
Mike Baltierra
Real Estate eBroker, Corona, California - Corona, CA
Full Service at Your Service Realtor-Corona CA

Ronda, that's so cool how your name keeps writing like that. I want that. I agree with Kate, need to follow up. I have buyers set up automatically on the MLS. I have them sent to me as well and as soon as something I think they would like I call them to see if they have seen the new listing and if there ready to view it. The listing go fast in my area so you have to follow up with a call when working with buyers. Email is too slow when competition is involved. Nice post.

May 19, 2010 06:51 PM #11
Rainer
41,564
Amy Prumo
Coldwell Banker Schmitt Real Estate Co. - Marathon, FL

Great post

May 20, 2010 08:25 AM #12
Rainer
119,581
Monique Ting
INET Realty Honolulu, HI - Honolulu, HI
S, e-PRO, SFR

You are right. It is the personal contact that turns a mere "prospect" into a client. Buyers & sellers who have only had electronic communication with an agent do not feel as loyal to the agent as if they have met or spoken over the phone.

 

May 20, 2010 08:57 PM #13
Ambassador
1,675,785
Margaret Rome, Baltimore Maryland
HomeRome Realty - Baltimore, MD
Sell Your Home With Margaret Rome

I just tried to call  but did not know your name or which button to push. I was directed to push one for service, two for sales or enter an extension (which I did not know) or pound for the company directory.  I am no Martian...but this is way too complicated.

 

So Arch Telecom...what is one to do??

Margaret

May 25, 2010 09:21 PM #14
Rainer
43,009
Arch Telecom
Arch Telecom - Austin, TX

Hi Margaret.  This is a great point. Thanks for the chance to demonstrate the premise of this post and continue the discussion. 

Sorry, you were not able to speak with anybody directly last night. You caught us after our office closes and, yes, my wife makes me turn my cell phone off eventually. 

However, it does give the perfect chance to demonstrate the importance of:

1. Identifying a lead

2. Directly contacting a lead

3. Qualifying the lead

4. Placing them together with the proper product to suit their needs

We simply believe at this point too much emphasis is placed on automated systems and not enough time is spent building rapport and servicing clients.

I'm sorry our conversation was cut short earlier, but I look forward to speaking with you shortly. Especially about your successes here on Active Rain.

Oh and you can always ask for John. 800-882-9155 ext. 116.

May 26, 2010 11:31 AM #15
Rainmaker
430,498
Adam Brett
The Adam and Eric Team - Fullerton, CA
The Adam and Eric Team, Setting the New Standard

Good post. Thanks for sharing. 

May 26, 2010 06:52 PM #16
Anonymous
Anonymous
Anonymous

It's so true.  You can cover so much in a 5 minute phone call that might take hours or days in elapsed time by text or email.  I think texting and emails have there place and I use them often, but to get on the same page and to keep on the same page with clients and prospects I use the old fashioned phone call.

May 28, 2010 02:43 PM #17
Rainmaker
271,484
Ross Quintana
Real E Smarter - Spokane, WA
Real E Smarter Real Estate Coach - 509-362-1966

Yes whatever is not done much is usually of value, like actually talking to leads.

June 02, 2010 12:26 AM #18
Rainmaker
132,773
Liane Thomas - Corona & Riverside Real Estate
The Jet Team, Allison James Estates & Homes - Corona, CA
Bringing you Home!

My favorite is where I answer the phone, and the client starts to leave a message, not realizing I am a real person who actually answers the phone!

July 05, 2010 11:50 AM #19
Rainmaker
910,081
Tony Marriott
Haven Express @ Keller Williams Arizona Realty - Scottsdale, AZ
Associate Broker, REALTOR

Lead generation is the fuel for the engine and Lead Followup is a key ingredient in the fuel.

December 03, 2010 07:51 AM #20
Rainmaker
17,049
Cindy Lindgren
Coldwell Banker, The Landlady - Ukiah, CA
Mendocino County Real Estate

Its not an either or situation.  Used properly, auto-responders and personal contact are important for my business.

March 24, 2011 06:53 PM #21
Rainmaker
573,698
Phil Leng
Keller Williams Eastside Market Center - Kirkland, WA
Phil Leng Team - Residential Real Estate Experts &

Hi John,

Clever idea to make an important point.

It always does end up about two people talking to each other!

Phil

January 13, 2012 08:57 AM #22
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Rainer
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Arch Telecom

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