Buyer-agents sell 100% of our listings. Yes, the buyers may find our properties online; perhaps even through our marketing efforts...but buyers don't bring us contracts; their agents do.
When we decided to treat co-brokes as customers ("guests" in our "homes"), our business model changed dramatically. Buyer-agents now call us WANTING to sell our properties - they tell their fellow agents and we've built a "following", if you will, of repeat "customer-agents".
Yes, transactions can get sticky; even downright ugly. Our tongues can bleed from biting them so hard. But, we each represent our clients and our goal is to look out for their best interests...ahead of our own.
A few months ago, we came up with a list to help us offer a better customer experience for our fellow agents. By no means do we feel we have reinvented the wheel; however, it has definitely helped our business. Also, we review each of these items with our sellers; since they are our clients and we work for them.
1. WE WILL make sure our listings are easy to access and show. We keep a "hidden" lock box nearby just in case an agent leaves a key inside or a termite inspector needs to run by the house to do a reinspect in order to close on time. We ensure all properties have utilities on and have lights for night showings.
2. WE WILL ensure that making appointments to show our listings is easy. Phone, text or email - whichever works best for the buyer's agent.
3. WE WON'T participate in dual agency. Our sellers deserve our "undivided representation". Buyer agents will know that a special commission arrangement will not be noted on our listings.
4. WE WON'T bug buyer-agents with phone calls requesting feedback. Like Seth Godin says, "A phone call is an interruption". We send a short, 4 question email asking for feedback at their convenience. When the survey is filled out, we send a thank you, whether the feedback is positive or negative.
5. WE WILL do our best to overcome buyer objections and be creative. Adding a wall, installing another closet or changing a paint color can be a lot less expensive for a seller than 90 more days on the market.
6. WE WILL present any and all offers in a timely fashion and get responses quickly. Showing a property and writing an offer takes a lot of time and effort. We respect that.
7. WE WON'T say, "That's not our job". Our closing coordinator helps the co-broke agents. Yes, we will send the contract to the buyer's attorney. Yes, we make sure all parties who are supposed to have the new addendum, receive it. We realize that buyer-agents are out showing property and aren't always able to stop and re-send a fax or pull up a phone number.
8. WHEN WE screw up, we will admit it and try our best to fix it. If that means we have to pay for a re-inspect, a home warranty or a new refrigerator, so be it. Our goal is the closing table, not a big ego.
9. WE WILL have a title search done prior to listing to avoid title issues delaying closing.
10. WE WILL make their day. At then end of it all, whether it's flowers, a gift card or a handwritten note, the buyer's agent will know that no matter how difficult the transaction, we appreciate their business and selling our listing.
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Tina Merritt and Assoc. can be reached at email: tina@tinamerritt.com or 757-287-6338.
Our Network consists of both buyer and listing specialists helping buyers and sellers in Virginia Beach, Chesapeake, Norfolk, Portsmouth, Suffolk, Isle of Wight County, Hampton, Newport News and Poquoson, Virginia.
Great Post. Just wish some of our sellers would help make their homes easier to show. Anything we can do (ethically of course) to help facilitate the sale and make it easier on the buyer's agent is something we should do.
Hi Tina
I really enjoyed this post. I started out working mostly with buyers and always found it odd that many top listing agents seemed to make it difficult to show and sell their properties.
Paul D
Tina, a reminder for all of us to cooperate with each other whether buyers' agents or listing agents... "get 'er done" should be our motto!
Geoff - We don't compromise for listings. If the seller doesn't agree with how we do business, then we have found that it's best for them to find an agent who can better meet their needs.
Paul - Hey - you're in my old stomping ground! I lived in Greenlawn for a couple years when I was a little girl. Yes, I've never understood the attitude by some listings agents that they're doing the buyer's agent a favor by letting them show their listing.
Laxson - yes, it should be!
Not sure who said it, but it is an applicable quote "If you want to be incrementally better: Be competitive. If you want to be exponentially better: Be cooperative"
Tina ... well said .... OBW .... your profile info ...you may need to adjust the top line " ..... mild winters, ........" We've been having "Hokie" weather here at the beach this winter!