Are you ready for Gen Y?

By
Managing Real Estate Broker with Winchester Real Estate Sales, Cornerstone Business Group Inc 0225086119
http://actvra.in/Ldq

It has probably been a year since I read a blog about lead response time.I was shocked at what buyers/sellers are expecting.  I had an experience this week that made me re-think that blog.  I try to respond to every lead within 5 minutes or less.  I realize that a time that tight might see unrealistic for many, but buyers and sellers are expecting it.

It could be stressful if you let it be, but with the technology we have today, 5 minutes is a breeze most of Big Ythe time.  I've picked up multiple buyers it the past 4 weeks because of my response time.  The one time I was not able to get to my tablet, computer or office within that time and it cost me a sale. 

I did respond to the call within 30 seconds.  That alone would make you think I'd be on top of things, but I was driving.  I asked the seller if I could call her back as soon as I got to my computer.  No problem.  It was going to 30 minutes or less.  It was just under 30 minutes when I logged on.  I called her right away when I went online.  She said, "I got someone else."

Wow!  That was frustrating, but the reality is, as we work with more and more Gen X & Y clients, we need to realize that they are online all the time, and they don't wait for anything.  Also, they are the next wave of buyers and sellers.  If you're going to be in business 5 years from now, you may need to pick up the pace.  Is it irritating?  Absolutely.  Is it becoming the norm?  Without a doubt.

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Ambassador
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Cindy Jones
Integrity Real Estate Group - Woodbridge, VA
Pentagon, Fort Belvoir & Quantico Real Estate News

I wonder how long the expected wait time is in other industries?  Is it just Realtors® who are supposed to leap at every phone call and internet request?  I certainly don't get the same level of response in dealing with other services as people seem to expect of us.

Nov 08, 2012 01:43 PM #1
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Anna Banana Kruchten
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana of Real Estate!

Mike not so sure about this one.  If a person that calls/texts looking for information and doesn't give us a 'bit' of time to respond - as we're with another client etc - well, they're not very patient now are they. Is that who you want to work with?  Quality vs Quantity - that's they way I see it.

Nov 08, 2012 01:47 PM #2
Rainmaker
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Mike Cooper
Winchester Real Estate Sales, Cornerstone Business Group Inc - Winchester, VA
Your Winchester, VA Real Estate Pro

That's a great question, Cindy.  It's definitely unrealistic to an oldtimer like me, even though I'm pretty good about responding because of tech devices.

Personally, I think it's annoying, Anna.  I do see a day coming where this is the norm.  I definitely don't like it, but this will be the new norm for the folks who grew up getting trophies for showing up.  A good time to retire for me.

Nov 08, 2012 03:10 PM #3
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Richard Weisser
Better Homes and Gardens Real Estate Metro Brokers - Newnan, GA
Richard Weisser Coweta Newnan Homes for Sale

Sorry Mike, but I won't play along. I despise the "I want it now" attitude and they can call somebody else if they want.

Nov 08, 2012 04:45 PM #4
Rainmaker
502,044
Karen Baker
Sunset Beach and Beyond Realty - Sunset Beach, NC
Professional Help with Rapid Responses...

Mike ~> We are so acustomed to a quick response time that we have actully been made fun of by our friends who know us. They tell us to put our phones away and take a break once in a while..

Nov 08, 2012 05:09 PM #5
Rainmaker
840,084
Mike Cooper
Winchester Real Estate Sales, Cornerstone Business Group Inc - Winchester, VA
Your Winchester, VA Real Estate Pro

Richard, I definitely know how you feel.  I'm watching my wife and her business deal with this group.  Like I mentioned above, this is group who received a trophy for showing up to anything and everything.  Unfortunately, they will be in charge and they will be the buyers and sellers in a decade.  It's a good time for me to retire.

I hear you, F & K.

Nov 08, 2012 05:37 PM #6
Rainmaker
304,892
Dianne Goode
Raleigh Cary Realty - Raleigh, NC
Realtor/Broker

Mike, even when quick response is expected, it's not always going to be possible.   If you lose of few because of that, so be it.  You can't spend your life ready to pounce on the next text alert!

Nov 08, 2012 06:25 PM #7
Rainmaker
840,084
Mike Cooper
Winchester Real Estate Sales, Cornerstone Business Group Inc - Winchester, VA
Your Winchester, VA Real Estate Pro

I'm with you, Dianne.  Frankly, if that was the way to stay in business, I'd find another job. 

Nov 08, 2012 06:30 PM #8
Rainmaker
540,396
Jill Sackler
Charles Rutenberg Realty Inc. "Said and Done!" - Merrick, NY
Long Island's South Shore Real Estate Agent

I don't take calls while I'm driving. If it's important, I'll pull over to the side of the road.

Nov 08, 2012 07:56 PM #9
Rainmaker
177,872
Ken Brandon
Coldwell Banker Sea Coast Advantage (Jacksonville, NC) - Jacksonville, NC
Camp Lejeune, Jacksonville, NC

The CD in this month's issue of Success magazine has a segment that pointed out in the hear 2017 Gen Y consumers (as a whole) will purchase more than the Baby Boomers for the first time...never to go back again. You are spot on that this needs to be considered for future business planning... or future business retirement.  

Nov 08, 2012 08:11 PM #10
Rainmaker
840,084
Mike Cooper
Winchester Real Estate Sales, Cornerstone Business Group Inc - Winchester, VA
Your Winchester, VA Real Estate Pro

I don't mind the driving calls, Jill, but that's about all I can do is answer the phone.  Beyond that, I'm not texting, surfing the web, etc. 

It is definitely group to be taken seriously, Ken.

Nov 08, 2012 08:17 PM #11
Rainmaker
1,089,501
Wallace S. Gibson, CPM
Gibson Management Group, Ltd. - Charlottesville, VA
LandlordWhisperer

IMHO, Mike * you were not their first call and they had dialed several waiting for someone to call them back....and this is OUR/real estate professionals' FAULT....many real estate professionals take these calls for granted and the public has learned it!

Nov 09, 2012 02:33 AM #12
Rainmaker
1,158,978
Conrad Allen
Re/Max Professional Associates - Webster, MA
Webster, Ma, Realtor

Hi Mike.  Wallace grabbed my response.  I also think loyalty is not a concept they understand.

Nov 09, 2012 03:15 AM #13
Rainmaker
1,056,707
James Dray
Wise Custom Realty - Bentonville, AR
AR., MO., or OK. I can find the home for you.

Morning Mike do you think the one you lost just said that she had got someone else because she changed her mind?  Had it happen to me several times

Nov 09, 2012 03:47 AM #14
Rainmaker
840,084
Mike Cooper
Winchester Real Estate Sales, Cornerstone Business Group Inc - Winchester, VA
Your Winchester, VA Real Estate Pro

That wouldn't surprise me at all, Wallace.

I did notice on rentals, that this group and the X generation will have 3-5 Realtors going at once, and who ever comes up with the deal gets the prize.  No thank you!

Hard to say, James.  Nothing surprises me now days. 

Nov 09, 2012 01:46 PM #15
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Mike Cooper

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