Wednesday, March 16, 2011

I’m going to let you in on a little secret…

There’s a common misconception that’s been going around society for years. It’s so strong that even some members of our industry get caught up in it, especially those who are new. So allow me to clear this up for you.

Real Estate sales people don’t sell houses.

You can laugh, be shocked and ask ‘well what on earth do they do?’, but this statement is true everyday of the week.

Selling a home is the product or result of what we do. It’s what deems us to be ‘successful’. It’s how we’re ranked if you like, much like winning a medal in the Olympics.

What we actually do, is something quite different. We connect people. We connect the right buyer with the right seller to get the best sale outcome.

We’re in a customer service industry – not a sales industry. For some practitioners, this is forgotten far too often. The ‘List & Sell’ mentality overpowers the need or desire to deliver great service, resulting in clients being confused, angry and upset.

Now back in the days of the market ‘boom’, rightly or wrongly, this became excusable. Properties were selling so quickly, and so well, that the speed and results made up for any lack of service on the sales person’s behalf. It was literally a case of standing at the front door, handing out a brochure and sitting back while the offers rolled in. It was also a time when we saw an influx of sales people starting out in the industry, looking for some ‘easy money’.

Those days are long gone. More than ever, we are back to the roots of this industry. To be successful and achieve a sale it’s about service, service and more service. It’s about over delivering, not winning the listing then ‘flicking’ it on to someone your client has never heard of!

Selling or buying a house is a process most people go through only once in 7 to 9 years. It’s unfamiliar, often emotional and can be the cause of much anxiety. The last thing any seller needs is to feel as though they don’t know what’s going on with the sale of their own home.

What it comes down to is this. Sellers, it’s your right to expect and demand great service from your agent. When you list with an individual, you should be working with that person, not someone else. If you find yourself saying, ‘We listed with you, and now we never see or hear from you’ – you listed with the wrong one. Equally so, if you shopped for the cheapest agent, then the old adage ‘you get what you pay for’ will ring out loud and clear.

Real Estate is a customer service industry. Great service should be a given, regardless of who you list with.

Mandy Wurth, General Manager
www.toop.com.au
© Toop Real Estate Group

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