How Often Does The Mountain Come To Mohammed??

By
Managing Real Estate Broker with RE/MAX Executive Realty

re/max executiveDoes your real estate office get walk-ins?  We certainly do have a good share of walk-ins, and I’m sure it’s because of our convenient location in a shopping plaza.  I’m in the office every day.  I do not take any business from the office, even if I’m the only one who is there. 

We have an administrative assistant at the front desk answering the phone, making appointments for showings by other agents and taking names and numbers of walk-ins to be forwarded to the agent who is next on the “up list.” 

The flaw in the system is that there should be an agent covering the office at all times, in my opinion.  Walk-ins deserve to be serviced immediately.  All business deserves to be serviced immediately. 

Have we become so independent that we think of up-time as a task that only “hungry agents” or “new agents” handle?  Under the category of up-time, there are generic calls that continually come into the office because of the massive amounts of advertising that is done by everyone.  Today we had a seller walk in to sell two properties in Franklin, and there was an agent in the office today.  "Lucky" would be a good name for her!!!!

Many times, a buyer will call to speak to an agent about a first time purchase.  That buyer has seen a town full of RE/MAX Executive signs and that initiates the call.  One would think that a hungry agent would be covering the office to service that type of call.

The next time an agent complains to me that she needs a deal my answer will be to spend some time in the office.  There is business walking in and potential clients calling almost every day.  The mountain does come to Mohammed at RE/MAX Executive Realty in Franklin MA!!

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Ambassador
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Dick Greenberg
New Paradigm Partners LLC - Fort Collins, CO
Northern Colorado Residential Real Estate

Hi Brenda - We call "up" time floor, and Mary & I still do it every chance we get - and our office policy is that floor agents are in the office. We don't get a lot of walk-ins, but it does happen on occasion and it's free business. If the floor agent isn't in the office, it's the policy to give a walk-in to an available agent.

 

May 15, 2012 09:57 AM #5
Ambassador
475,285
Kate Elim
Dockside Realty - Spotsylvania, VA
Realtor 540-226-1964, Selling Homes & Land at LA

Hi Barbara...I find that I accomplish quite a bit during duty time (or as some call it, Opportunity Time) and don't mind when I am interrupted by a phone call or a walk-in.  I had duty yesterday morning at one of our offices which is in a shopping center and I had a walk-in.  The gentleman wanted to speak with someone regarding listing his waterfront home.  Great opportunity to get just the type listings I love to have.

It is very important that the office be covered by agents that are ready to provide the needed service immediately.  No question about it.  Personally if I went into an office to speak with an agent and no one was there I might just find myself another office.

Kate

P.S.  Your title choice was right on.

May 15, 2012 10:01 AM #6
Rainmaker
1,940,100
Barbara Todaro
RE/MAX Executive Realty - Franklin, MA
"New Franklin MA Homes"

Dick.... I agree....it's like free business for whomever is there.... we have buyers and sellers come in.... I'm wondering how many we lose because the agent is not there to address the business immediately.....

Kate.... I agree.... if I had to put a percentage on the coverage in our office, it might be 70% of the time there will be someone in the office other than myself..... but I've been there when no one was there except myself and the girl at the front desk....

May 15, 2012 10:07 AM #7
Ambassador
1,229,122
Erica Ramus
Erica Ramus - Ramus Realty Group - Pottsville, PA - Pottsville, PA
MRE, Schuylkill County PA Real Estate

I agree ideally the first agent should be the one who will work the lead, but we also work here as a team. As the broker I lead the team. So frequently I am first contact then I slide them over to the agent. It works for us.

May 15, 2012 10:17 AM #8
Ambassador
1,146,988
Paul Henderson
RE/MAX Professionals. - Tacoma, WA
I always put my clients first in any transaction!

For some odd reason, the owners of our company have always acquired space on at least the second level of commercial buildings. I can't complain because we are very successful but our walk in clientele is very limited... 

May 15, 2012 10:22 AM #9
Rainmaker
1,940,100
Barbara Todaro
RE/MAX Executive Realty - Franklin, MA
"New Franklin MA Homes"

Erica....good system.....

Paul....we were previously on the second floor....poor decision....I pushed for the first floor....my builders hated it when we were upstairs....we have an elevator but they had to park their trucks and then come up...now they pull up in front of the door and run in....they love it.... we never got a walk in upstairs....now we do.

May 15, 2012 10:27 AM #10
Rainmaker
976,495
Michael Jacobs
Coldwell Banker Residential Brokerage - Pasadena, CA
Pasadena Real Estate Representation 818.516.4393

Hi Barbara --  while I no longer take "floor" or "up duty", it seems a shame that a prospective buyer/seller walks into a real estate office and can't find someone who can answer a question or sit down and discuss real estate with a licensee.  It seems like a real missed opportunity.  Our office is covered with a receptionist and licensed agent seven days a week from 9am until 5 or 5;30PM

May 15, 2012 10:29 AM #11
Rainmaker
1,940,100
Barbara Todaro
RE/MAX Executive Realty - Franklin, MA
"New Franklin MA Homes"

Michael....I agree that there should be a licensed agent there to work the buyer/seller immediately.....

May 15, 2012 10:31 AM #12
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Chris Ann Cleland
Long & Foster REALTORS®, Gainesville, VA - Bristow, VA
Associate Broker, Northern VA

Before I started generating plenty of my own leads to keep me busy, I was a regular at floor time.  It's my first recommendation to new agents.  I should re-evaluate adding it back into my schedule.  Can't hurt.

May 15, 2012 11:26 AM #13
Rainmaker
1,940,100
Barbara Todaro
RE/MAX Executive Realty - Franklin, MA
"New Franklin MA Homes"

Chris Ann..... every office I've ever managed has had "uptime" with an agent in the office....agents in our office dislike uptime and that's why most are with us.... other offices have an up schedule....we have one, but you don't have to be there physically.....the girl at the front desk will call you...the agent has 15 minutes to return the call or we go to the next agent on the list..... that's the program...that's what our agents like....I think it can be designed better.

May 15, 2012 11:32 AM #14
Ambassador
1,229,122
Erica Ramus
Erica Ramus - Ramus Realty Group - Pottsville, PA - Pottsville, PA
MRE, Schuylkill County PA Real Estate

Did you ever consider getting your receptionist licensed just so she can answer questions? Not to sell but to help with the vacant office?

May 15, 2012 12:00 PM #15
Rainmaker
336,687
Jennifer Prestwich
Henderson, Thornton, Broomfield and Westminster - Henderson, CO
Your Castle RE Colorado

Our company doesn't offer Floor Call, Ma, but I know of other companies who do, and their agents just LOVE it.  I agree that it does help that you are on the first floor with great signage and what looks like a "store front".  "Up" time is new to me, but I think it's a great idea!

May 15, 2012 12:03 PM #16
Rainmaker
1,940,100
Barbara Todaro
RE/MAX Executive Realty - Franklin, MA
"New Franklin MA Homes"

Erica..... I would and have suggested that but the rule is that the girl at the front desk only makes appointments..... we don't have any new agents....everyone has their own following and everyone is seasoned..... I think most feel they don't need uptime....but we get the business and there are times when no agent is in the office....

Jennifer.... every office has it except ours..... again, our agents don't want it.... and none of them are newly licensed.... I don't think we'll ever convince them to have up time....ma

May 15, 2012 12:08 PM #17
Rainmaker
1,346,793
Anita Clark
ColdwellBanker SSK Realtors ~ 478.960.8055 - Warner Robins, GA
Realtor - Homes for Sale in Warner Robins GA

Barbara: We have an agent "on call" who handles floor calls and walk-ins during their allotted time during the day.  It rotates so everyone gets an equal opportunity.  

May 15, 2012 02:08 PM #18
Rainmaker
1,940,100
Barbara Todaro
RE/MAX Executive Realty - Franklin, MA
"New Franklin MA Homes"

Anita..... I think RE/MAX and Keller Williams offices probably don't have up time agents in the office..... we have an up schedule but that doesn't mean you're in the office.....you could be on your cell....

May 15, 2012 02:22 PM #19
Rainmaker
395,195
Nancy Laswick
REALTY ONE GROUP - Phoenix, AZ
Your Phoenix/Scottsdale REALTOR®

Hi Barbara, with the examples you've given it sounds like agents would want "up time". It takes a lot of work to get people in the door it seems to me that it's only smart to have someone there who can work with a walk in.

May 15, 2012 03:23 PM #20
Rainmaker
1,940,100
Barbara Todaro
RE/MAX Executive Realty - Franklin, MA
"New Franklin MA Homes"

Nancy.... I think they're somewhat spoiled !!!!   they want the business, but they don't want a schedule that requires them to be in the office.... that's a unanimous vote.....unanimous!!! 

May 15, 2012 03:26 PM #21
Ambassador
754,062
Brenda Mullen
RE/MAX Access - Schertz, TX
Your San Antonio TX Real Estate Agent!!

If your office gets that much walk in traffic, seems to me that floor time would be prudent lol :)!  Lucky is right for the agent that got two listings lol :)!  

May 15, 2012 07:11 PM #22
Rainmaker
1,852,043
Gita Bantwal
RE/MAX Centre Realtors - Warwick, PA
REALTOR,ABR,CRS,SRES,GRI - Bucks County & Philadel

I agree there should always be an agent at the office for walk in customers. 

May 16, 2012 06:51 AM #23
Rainmaker
1,940,100
Barbara Todaro
RE/MAX Executive Realty - Franklin, MA
"New Franklin MA Homes"

Brenda.... ha

Gita.... that's my opinion too....

May 16, 2012 06:59 AM #24
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