Following Through is Imperative to Good Business

By
Real Estate Agent with Kline May Realty

The other day I went to a Realtor Open House in our area. The listing agent sent advertisements about this open house stating that attending agents should leave their cards because there would be a cash drawing. I was going to attend this particular open house regardless because I have a client that might be interested in the property, but the cash drawing was also an incentive. I emailed this listing agent the same afternoon that I went to the open house, saying that it was great to meet her and that I hoped the home would sell soon. (I truly do. It is a very cute house!) I was also curious about who won the cash drawing, not at all expecting to win, because I rarely do! No response... even three days later. WHAT?!

Okay, so follow through from Realtor to Realtor isn't as important -- especially in this case -- as following through with a client, but my belief is that it is not only respectful, but also good business to get back to someone -- anyone -- who requests something of you (and sometimes even when they don't). Our real estate team puts a time limit on responses. We pride ourselves in getting back to folks right away, and try not to delay a response by more than 12 hours. There should be no excuse in NOT responding.

So when a client calls and leaves a message, or emails you, or texts you, or comments on your blog... respond! If you don't have an answer to their question right away because it requires some research on your part, let them know that you will find out and send a more detailed response later. Your reputation is on the line! One simple act of not responding could equal thousands of dollars in lost business because one person can cause a chain reaction, telling their friends and neighbors about how disappointed they were in you. Many times, it is the bad stuff that folks remember and pass along, which means we need to pay full attention to our actions, and following through is imperative to good business.

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Ambassador
819,395
Susan Emo
Sotheby's International Realty Canada - Brokerage - Kingston, ON
Kingston and the 1000 Islands Area

Was there a Winner?  Did the cash prize get awarded or is this another example of how this agent operates?

October 14, 2010 01:36 PM #1
Rainer
26,713
Chris Rooker
Kline May Realty - Harrisonburg, VA

*sigh* No news of a winner, unfortunately. I'm beginning to wonder about it myself. Oh well... It can't stop me from going to visit an open house of a property that my client might be interested in. Just have to roll with the punches.

October 14, 2010 01:46 PM #2
Rainer
165,964
Charles Hendricks
The Gaines Group, PLC Architecture and Design - Harrisonburg, VA

So how do you track your success at responding to emails. I get over 100 emails a day and when I travel (at least once a week) it usually delays my email responses by 24 hours at least. If I have a week as I did recently when I was driving 18 hours and in meetings for more than 30, there was no down time to catch up. It took me multiple days to get the emails back to balanced.

May 15, 2011 09:35 AM #3
Rainer
26,713
Chris Rooker
Kline May Realty - Harrisonburg, VA

Perhaps it would be beneficial to have someone (an assistant or other part-time employee) respond briefly for you... someone who can take care of simple requests for you on their own, and who can respond to let them know you'll get back to them with more detail as soon as you are available. It helps that we have a team of agents working every day to meet our clients' needs!

June 05, 2011 05:22 PM #4
Rainer
34,352
Kim Davis
available for employment - Harrisonburg, VA

I was also curious if there was a winner or if it was just a gimmick. The email response comment can be tricky. Most email systems allow for an "auto-responder" that can be set for short or long periods of time. Most people think of using it when on a long vacation, but it can also be helpful when you're having an extra busy time with driving and appointments to let your clients/customers know that you'll get back with them by .... or call ----- if you need assistance right away.

July 11, 2011 01:44 PM #5
Rainer
26,713
Chris Rooker
Kline May Realty - Harrisonburg, VA

Good advice, Kim. This would be helpful during the busiest parts of the year, as long as you do what you say you're going to do!

I would advise not using the auto-responder too often, though, because your clients may not feel like they are getting the attention they deserve. We've found it helpful to streamline the response system and be as organized as possible, even during our busiest times. In fact, every winter (down time), we go over our marketing and communications processes and make sure we're all on the same page with how to handle everything throughout the busiest part of our year (spring and summer).

July 11, 2011 02:54 PM #6
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Chris Rooker

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