Whatever Happened To Common Courtesy?

What is it with real estate agents who don’t return phone calls, reply to email, or respond to inquiries?  It’s like an epidemic, especially with REO or short sale agents.  Look, we all know you’re busy, but how about a little common courtesy? You’re giving us all a bad rap.

If I leave you a voice mail, have someone call me back, for crying out loud. How difficult is that?  If you’re so busy that you can’t handle the volume of calls, you can afford to hire a staff to do it for you.  If not, you should change your outgoing message from: “Your call is very important to us,” to: “Sorry you called.  We’re too busy to acknowledge you, so don’t leave a message because we won’t call you back.”

I’d guess you don’t ignore your REO clients, asset managers or short sale negotiators.  You wouldn’t leave them in voice jail; you probably respond immediately.  Why should buyer agents be treated any differently?

Buyers and their agents have a right to expect a timely response to inquiries, and especially to offers.  Maybe it’s just a simple question about the availability or status of a listing, whether it’s worth the time and effort to draw up an offer.  Maybe I just want to know if you actually received my offer.  I don’t know how many offers I’ve submitted which were never even acknowledged, even after numerous calls and email.  Eventually I discover the pending sale on the MLS.  That’s more than discourteous; it’s a professional slap-in-the-face.

We have more communication devices than ever before. It should be easier than ever to respond to each other.  We’re so connected that it’s nearly impossible to disengage.  So, why can’t you call me back? Or send a text?  Or something?  Isn’t that what your blackberry or iPhone is for?

Imagine if your doctor suspected you had a brain tumor, but after a series of tests he didn’t return your calls.  Would that cause you some anxiety?

Buyers are in a battle zone right now, getting beat up by multiple offers, and buyer agents are getting worn out.  Give ‘em a break and show a little courtesy. Call them back.  That’s the least you can do.

Being an REO broker, I know how busy the phones and email can get.  Still, I believe that we have a professional obligation to be as responsive and timely as possible.  If you call my office during regular business hours you should get a response within 60 minutes; if after hours, by the next business day.  If not, please email me directly.

One thought on “Whatever Happened To Common Courtesy?”

  1. Ron

    Personally, I see this as part of the decline in professionalism across the board. A smart business person would take advantage of the lack of professionalism these days and emphasize their own high levels of professionalism as leverage. Mike, thank you for speaking up! I hope your post shakes some folks up!

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