Realtors Are Lacking Skills In Customer Service
Developer · Houston area · Member since 2020 · 56 posts · 26 votes
Realtors Are Lacking Skills In Customer Service
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Jay HinrichsBusiness Member
Real Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votesOriginally posted by @Joe Splitrock:
Realtors are always focused on revenue, but smart ones realize that customer satisfaction is part of that. Part of the issue could be that it may not be easy to get the feedback you are asking for. Your agent needs to call the buyers agent and ask for feedback. The buyers agent may not respond, may not provide feedback or may not even have feedback. Those are a little higher price points, so may take a little more time to sell, but still 40 days is pretty long in this market. Have you done any price drops yet? You could also pay to have the properties pre-inspected, so the buyers see an inspection report.
Getting feedback on all showings is not even remotely reasonable only a rookie seller would expect this.. if its priced right it will sell period end of discussion.. feedback is useless.. the ONLY feedback is going to generally be negative and frustrate the seller.
On my high end flips in Charleston IE 1.5 mil to 2.0 mil there is a on line feedback from the showing agents that comes to us automatically our listing agent sets that up.. and as stated its more frustrating than helpful.
IE
1. did you like the home No or yes if they dont write an offer its NO
2. is it priced right If they dont write an offer of course its priced too HIGH
3. things you liked House is nice but not a fit for our family
4. things you did not like did not like the color of the Primary bedrooms bathroom and on and on.
So bottom line if your not selling your over priced .. if its an odd floor plan or anything like that you should as the owner and with your brokers help understand that and that its an impediment.. People all have opinions and reasons you go nuts chasing every one of them.
13 Replies
- 5yJaron WallingPro MemberRental Property Investor · Indianapolis, IN · Member since 2018 · 4k+ posts · 4k+ votes
@Bennie Leija 40 days on market in 2021?? I don't know the detail of these properties (flips, new construction, etc.) but what ever you're doing it's NOT working. Houses are selling in hours not days currently in desirable markets. It's either price, layout, marketing/pictures, or a combination of things need adjusted. Have you done any price drops? The demand is even higher in Houston if that's where you're selling these properties.
Customer satisfaction is there business. If you're not happy don't wait for another 40 days expecting a change.
- Rental Property Investor · Sioux Falls, SD · Member since 2015 · 9k+ posts · 18k+ votes5y
Realtors are always focused on revenue, but smart ones realize that customer satisfaction is part of that. Part of the issue could be that it may not be easy to get the feedback you are asking for. Your agent needs to call the buyers agent and ask for feedback. The buyers agent may not respond, may not provide feedback or may not even have feedback. Those are a little higher price points, so may take a little more time to sell, but still 40 days is pretty long in this market. Have you done any price drops yet? You could also pay to have the properties pre-inspected, so the buyers see an inspection report.
- 5yJay HinrichsBusiness MemberReal Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes
Originally posted by @Joe Splitrock:
Realtors are always focused on revenue, but smart ones realize that customer satisfaction is part of that. Part of the issue could be that it may not be easy to get the feedback you are asking for. Your agent needs to call the buyers agent and ask for feedback. The buyers agent may not respond, may not provide feedback or may not even have feedback. Those are a little higher price points, so may take a little more time to sell, but still 40 days is pretty long in this market. Have you done any price drops yet? You could also pay to have the properties pre-inspected, so the buyers see an inspection report.
Getting feedback on all showings is not even remotely reasonable only a rookie seller would expect this.. if its priced right it will sell period end of discussion.. feedback is useless.. the ONLY feedback is going to generally be negative and frustrate the seller.
On my high end flips in Charleston IE 1.5 mil to 2.0 mil there is a on line feedback from the showing agents that comes to us automatically our listing agent sets that up.. and as stated its more frustrating than helpful.
IE
1. did you like the home No or yes if they dont write an offer its NO
2. is it priced right If they dont write an offer of course its priced too HIGH
3. things you liked House is nice but not a fit for our family
4. things you did not like did not like the color of the Primary bedrooms bathroom and on and on.
So bottom line if your not selling your over priced .. if its an odd floor plan or anything like that you should as the owner and with your brokers help understand that and that its an impediment.. People all have opinions and reasons you go nuts chasing every one of them.
- Rental Property Investor · Sioux Falls, SD · Member since 2015 · 9k+ posts · 18k+ votes5y
Originally posted by @Jay Hinrichs:
Originally posted by @Joe Splitrock:
Realtors are always focused on revenue, but smart ones realize that customer satisfaction is part of that. Part of the issue could be that it may not be easy to get the feedback you are asking for. Your agent needs to call the buyers agent and ask for feedback. The buyers agent may not respond, may not provide feedback or may not even have feedback. Those are a little higher price points, so may take a little more time to sell, but still 40 days is pretty long in this market. Have you done any price drops yet? You could also pay to have the properties pre-inspected, so the buyers see an inspection report.
Getting feedback on all showings is not even remotely reasonable only a rookie seller would expect this.. if its priced right it will sell period end of discussion.. feedback is useless.. the ONLY feedback is going to generally be negative and frustrate the seller.
On my high end flips in Charleston IE 1.5 mil to 2.0 mil there is a on line feedback from the showing agents that comes to us automatically our listing agent sets that up.. and as stated its more frustrating than helpful.
IE
1. did you like the home No or yes if they dont write an offer its NO
2. is it priced right If they dont write an offer of course its priced too HIGH
3. things you liked House is nice but not a fit for our family
4. things you did not like did not like the color of the Primary bedrooms bathroom and on and on.
So bottom line if your not selling your over priced .. if its an odd floor plan or anything like that you should as the owner and with your brokers help understand that and that its an impediment.. People all have opinions and reasons you go nuts chasing every one of them.
Agree, every property sells if the price is right. We have online feedback in our market and I don't think people use it much. Like you said, most feedback is useless. Telling someone it is a bad floor plan doesn't help, because it can't be fixed without large expense. Anything that is easily fixed would not hold a buyer back from making an offer. I would also hope that the realtor already gave suggestions of things to correct (decluttering, painting, small repairs, etc.)
That being said, sellers like to hear feedback, so the agent should manage or change that expectation. I suspect 9 times out of 10 if you ask an agent how to sell the house faster, they will say price drop.
- 5yJay HinrichsBusiness MemberReal Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes
Originally posted by @Joe Splitrock:
Originally posted by @Jay Hinrichs:
Originally posted by @Joe Splitrock:
Realtors are always focused on revenue, but smart ones realize that customer satisfaction is part of that. Part of the issue could be that it may not be easy to get the feedback you are asking for. Your agent needs to call the buyers agent and ask for feedback. The buyers agent may not respond, may not provide feedback or may not even have feedback. Those are a little higher price points, so may take a little more time to sell, but still 40 days is pretty long in this market. Have you done any price drops yet? You could also pay to have the properties pre-inspected, so the buyers see an inspection report.
Getting feedback on all showings is not even remotely reasonable only a rookie seller would expect this.. if its priced right it will sell period end of discussion.. feedback is useless.. the ONLY feedback is going to generally be negative and frustrate the seller.
On my high end flips in Charleston IE 1.5 mil to 2.0 mil there is a on line feedback from the showing agents that comes to us automatically our listing agent sets that up.. and as stated its more frustrating than helpful.
IE
1. did you like the home No or yes if they dont write an offer its NO
2. is it priced right If they dont write an offer of course its priced too HIGH
3. things you liked House is nice but not a fit for our family
4. things you did not like did not like the color of the Primary bedrooms bathroom and on and on.
So bottom line if your not selling your over priced .. if its an odd floor plan or anything like that you should as the owner and with your brokers help understand that and that its an impediment.. People all have opinions and reasons you go nuts chasing every one of them.
Agree, every property sells if the price is right. We have online feedback in our market and I don't think people use it much. Like you said, most feedback is useless. Telling someone it is a bad floor plan doesn't help, because it can't be fixed without large expense. Anything that is easily fixed would not hold a buyer back from making an offer. I would also hope that the realtor already gave suggestions of things to correct (decluttering, painting, small repairs, etc.)
That being said, sellers like to hear feedback, so the agent should manage or change that expectation. I suspect 9 times out of 10 if you ask an agent how to sell the house faster, they will say price drop.
there are a few others.
Curb appeal uber important.. sellers should know how to do this.
if its a sale to owner occ at the minimum Soft staging on higher end full staging like we do.
- Real Estate Agent · Washington, D.C. · Member since 2012 · 17k+ posts · 30k+ votes5y
Originally posted by @Jay Hinrichs:
Originally posted by @Joe Splitrock:
Realtors are always focused on revenue, but smart ones realize that customer satisfaction is part of that. Part of the issue could be that it may not be easy to get the feedback you are asking for. Your agent needs to call the buyers agent and ask for feedback. The buyers agent may not respond, may not provide feedback or may not even have feedback. Those are a little higher price points, so may take a little more time to sell, but still 40 days is pretty long in this market. Have you done any price drops yet? You could also pay to have the properties pre-inspected, so the buyers see an inspection report.
Getting feedback on all showings is not even remotely reasonable only a rookie seller would expect this.. if its priced right it will sell period end of discussion.. feedback is useless.. the ONLY feedback is going to generally be negative and frustrate the seller.
On my high end flips in Charleston IE 1.5 mil to 2.0 mil there is a on line feedback from the showing agents that comes to us automatically our listing agent sets that up.. and as stated its more frustrating than helpful.
IE
1. did you like the home No or yes if they dont write an offer its NO
2. is it priced right If they dont write an offer of course its priced too HIGH
3. things you liked House is nice but not a fit for our family
4. things you did not like did not like the color of the Primary bedrooms bathroom and on and on.
So bottom line if your not selling your over priced .. if its an odd floor plan or anything like that you should as the owner and with your brokers help understand that and that its an impediment.. People all have opinions and reasons you go nuts chasing every one of them.
95% of all feedback is negative and provides no value to anyone. If 100 people go through a property and 5 make offers, that means 95 of them had a negative view of the property.
District Invest Group546 Reviews - 5yLien VuongBusiness MemberReal Estate Agent · Boston, MA · Member since 2018 · 2k+ posts · 1k+ votes
That is very poor services and perhaps the expectations of communication was not set in the beginning. I think it's time for you to have a productive conversation with her about what you're looking for in feedback, turnaround time, as well as deliverables for the weekend. When launching a new listing I make it good practice to set these protocols in place so everyone is on the same page on when to communicate and response time. It's a fast moving market so this 40 days on market message is a bit alarming.
The Elle Group5154 Reviews - Developer · Houston area · Member since 2020 · 56 posts · 26 votes5y
Great responses guys!
I much appreciate the responses. I have learned that referrals are not always true and I need to vett the individuals/realtors out properly and better.
I have also learned that I need to breakdown my designs into a format spreadsheet report that captures all associated costs related to details in the beginning stages and not wait on my realtor to ask for the report. A less experience realtor won’t know. banks are also asking for the details. Especially since my full build projects are over $500k.
Bennie
- 5yJonathan GreeneBusiness MemberReal Estate Consultant · Madison, NJ · Member since 2016 · 6k+ posts · 7k+ votes
If you are building to sell, you should have all of that prepared in advance as part of the listing package. I agree the agent should have not listed it without it, but too many sellers or buyers try to remove their own responsibility from the equation. You accepted the referral from a friend without doing your own due diligence or asking questions. You were not prepared as the seller to go on market if there are things she has to ask for. And I agree with everyone, if you are 40 days on market right now and not selling, it is 100 percent not her fault, it's the price.
- Developer · Houston area · Member since 2020 · 56 posts · 26 votes5y
Market is strange
I just sold a same house, same design same sale costs in 26 days. Only difference was that one was 2 acres. So, I don’t think I’m over priced.
This one is 3.5 acres. More land but less trees.Bennie
- 5yTroy GandeeBusiness MemberReal Estate Broker · Charleston, SC · Member since 2013 · 794 posts · 454 votes
I agree with @Jay Hinrichs on that. I know I sure don't have the time to fill out feedback requests at the end of the day. And even if I tried, I wouldn't remember much about the home. When I'm the listing agent, I only expect about 1/2 the buyer's agents to even submit feedback and take all that with a grain of salt. Our local MLS board has considered removing the feedback feature altogether. It can cause confusion and show the buyer's hand prematurely. If the buyer's agent submits feedback saying it's "priced just right" and then makes us a low offer, I know we probably have room to counter them. It's good and bad. It can also just be misleading to a seller. Most buyer's and their agents haven't researched your particular home, so they wouldn't be likely to judge a fair market value in a 15 minute showing. Much less, if they've barely read the listing and plan to see 10 more that day.
- 5yJay HinrichsBusiness MemberReal Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes
Originally posted by @Troy Gandee:
I agree with @Jay Hinrichs on that. I know I sure don't have the time to fill out feedback requests at the end of the day. And even if I tried, I wouldn't remember much about the home. When I'm the listing agent, I only expect about 1/2 the buyer's agents to even submit feedback and take all that with a grain of salt. Our local MLS board has considered removing the feedback feature altogether. It can cause confusion and show the buyer's hand prematurely. If the buyer's agent submits feedback saying it's "priced just right" and then makes us a low offer, I know we probably have room to counter them. It's good and bad. It can also just be misleading to a seller. Most buyer's and their agents haven't researched your particular home, so they wouldn't be likely to judge a fair market value in a 15 minute showing. Much less, if they've barely read the listing and plan to see 10 more that day.
Ya I dont like that feature at all.. more frustration than true market feed back.. if someone likes your home they make an offer end of story right ?
- 5yWale LawalBusiness MemberReal Estate Broker · Houston | Dallas | Austin, TX · Member since 2018 · 5k+ posts · 2k+ votes
@Bennie Leija sorry about your frustration with your Realtor.
Real Estate Agent have Fiduciary Duties to their clients, they are:
- Loyalty.
- Obedience.
- Disclosure.
- Confidentiality.
- Reasonable Care and Diligence.
- Accounting.
Something is obviously missing or lacking here.
How experience is your Realtor selling New Construction? As you mentioned inexperience/new Realtors will not understand the steps and designs.
You need to identify and work with an ON-FIRE Agent. They will make your life easier and save you from this kind of headache.
ON-FIRE Agent means they are:
O - Organize (The Investor-Agent must be well-organized)
N - Network (The Investor-Agent must be well networked with other Real Estate professionals like Lenders, Appraisers, Property Managers, Inspectors, Insurance Agent, Contractors, etc)
F - Focus (The Investor-Agent MUST Focus on YOU)
I - Investor/Investment-Savvy (MUST be INVESTMENT SAVVY)
R - Responsive (Must Be responsive and answer your call/text)
E - Experience (Must be an investor or have experience working with investors)
Savvy Agents will put your interest first and not theirs.
Goodluck
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