Realtors: Answering your phone 24/7 is not customer service
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Mano Kamgang
The myth that being available 24/7 equals good customer service creates such burnout, poor boundaries, and low perceived value. I’ve been in that position before as a new agent and I’ll be never going back!
My very first deal, I was guilty of this. And your clients will run you to death if you let them
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While agree with the idea that 24/7 is not customer service I think there are some details to talk about:
– it depends on the type of person you deal with, some will consider it lack of respect if you are always busy when they contact you
– especially first time home buyers need more support after they get an accepted offer and are very nervous
– personally if I call somebody and is not picking up the phone or takes few ours to get back to me I don’t like that person, I feel like he doesn’t want to interact with me
– it boils down to your brand – if they already see you as the professional that they want to work with or if you have to earn their business/trust. If you do this with a referral/friend is great, if you do it with an online lead that you just met is completely different.
Thank you! I am so tired of poor performing and new agents telling each other that you need to be available 24/7 365 to do well in real estate. They are the ones making the majority of the realtor content too and have trained clients into thinking this is the norm. The cycle needs to end.
There is almost no case when a client really needs to get in touch with you beyond a certain hour, or even on a certain day 1:30 Bless you! Scarcity gives the impression of value.
Great info, thanks! Can you do a video about negotiating with the agent on the other side? Is it best to do it on the phone, text, or email? Would love to hear your opinion
Uuhhh, no ma’am👀👀. I may respond to a text on Sunday, late in the day like 4pm, but it’s rare. I’ll get back to you on Monday at 9am. It really depends actually. I had to fire my one and only buyer sometime ago because she thought I was a joke. 🏃🏾♀️💨…
The mom bit is so true..my mom literally just told me yesterday “I heard the market is slow maybe you should wait to start”. There are people that need help no matter the market condition.