Communication is on the decline...

Communication in the real estate industry is on the decline. Well, it is on the decline across the board, but in our industry it is rapidly becoming problematic. Let me give you three examples I have seen recently.

1. An agent posts that she will not answer her phone or discuss deals with agents by phone. She actually says "if you have questions text me, do not call or email".
2. A lender's voicemail says he is available from 9-6 Monday through Friday and 10-12 on Saturdays. Messages left outside of those hours will be returned the next business day.
3. A client has water pouring through their ceiling of a newly built home, 4 weeks after they moved in, and the builder has no emergency number for warranty / service.

This would be sad if it were a comedian at Last Realtor Standing, but they are true examples. Imagine an agent refusing to talk to other agents on the phone. For that matter, imagine anyone in sales refusing to take phone calls. Sadly, I bet every one of you has examples of poor communication that are similar or even worse. The reality is we owe certain things to our clients, simple things such as...

• Returning calls promptly... especially calls that can put a deal together
• Accepting that we have chosen a career that requires customer service and communication.
• Realizing that we need to communicate in the manner chosen by our clients
• Being available when we are needed.

Now, setting some parameters is reasonable... no one needs to answer their phone at 1 am about a real estate deal. Returning a call within a couple hours because you are with your family on a weekend is fine. Setting expectations with your clients is absolutely ok.

But not returning calls for days?

Not checking emails?

Not being available on weekends?

Your decisions can easily cost your buyers a home they want, cost sellers a contract, or allow a deal to fall apart. That is not ok. Not only can you hurt your clients, but your referrals dry up, your reviews are low, and your reputation plummets. You cost yourself business with poor communication.

So for me, I promise to answer my phone, or call you back as soon as I can. I check my emails, texts, and will even accept carrier pigeons. I work for you, so I will be there when you need me.