Gotta love having a buyer consultation going on and then your phone just literally blows up. Five calls in 4 minutes from the same big branded Las Vegas Resort phone number!
I finish the call with serious buyer.
:ring ring:
- me: Good afternoon this is Renee Burrows.
- caller (whom I have never heard from till today): I would like to see properties in two hours, are you available?
- me: What are you looking for?
- caller: :insert any unlikely scenario here:
- me: Are you going to be financing or paying for this in cash?
- caller: Financing.
- me: Do you have an approval letter?
- caller: Yes!
- me: Could you have your lender fax or email that to me?
- caller: :stuttering and giving the best great excuse they could think of to avoid sending me the PA letter:
- me: What are your real estate goals?
- caller: :stutter again:
There is a lot of stuttering because we have plenty of tourists who just want to see Las Vegas property. I have an appointment policy in place (and it is fairly simple to follow yet stringent.)
Let’s say you walk into a doctor with a little neck pain and he says “OK let’s go to the operating room”. As the patient you would be mortified with skipping just *a couple* of steps that leads you to the operating room.
As a Realtor and licensed real estate professional, there are many times I am absolutely mortified when I get that call from a potential buyer that I have never had contact with and they want to see properties in an hour or two.
Let’s go back to your neck pain. First, you would receive a consultation from your doctor, he or she would probably ask questions about the nature of the pain and what type of injury may have caused it. The doctor would probably order tests and do an examination prior to making a decision about surgery.
I have this appointment policy for a reason. Buying a home in today’s Las Vegas real estate market is no “emergency”.
It takes time, effort, consultation and an abundance of patience to get to the closing table. So slow down there hot rod if you want to make it to the finish line!!
Good points Renee. A good reminder that there are very few true real estate emergencies.
Good policy--it's amazing how often those urgent calls turn into cancellations when they must produce a pre-approval letter or proof of funds to close the transaction.
Excellent advice, Renee. I sometimes go against my better judgement and show a house on the spur of the moment and usually end up kicking myself later.
Fantastic Post....
I can just imagine these clients, I'm happy to see you have a great prospective on the situation in your community.
Renee, you're absolutely right! Even if this caller was a real prospect, a "buyer" who spent so little of his own time preparing for such an important process is likely to waste a lot of your time as a result. He probably ended up with a agent who had nothing to do but sit and wait for the phone to ring, and they probably deserved each other!
Well put. We have the same situation with regards to those that are visiting Northern Virginia and Washington DC and think that they might get a government job someday and just want to look. Appointment is for their benefit.
I love it! "buying a home is no emergency" - so true!!! Sounds like the caller's real estate goals consisted of touring houses instead of navigating the actual home buying process
Renee, a topic that's near and dear to me for sure! I love your appointment policy.
Here's my question though - if it's one of ours/your listing how do you handle? If I don't show it to a potential buyer what would our seller say?
Hi Renee, aka Dr. Realtor. You're pretty funny for an agent. My brother does stand-up in L.A. and needs a partner, are you free?
I love how you've got the banter down to a SCIENCE! Excellent. I just have one other question: what if this guy really had a speech problem that caused him to stutter a little? OMG.
GOOD LUCK, you deserve it. ;)
Scott Miller, Realty Associates, Boca Raton, FL
I love the questioning. People in your market are very similar to ones down here on South Florida. They are on vacation and wanna see whats going on..like a free tour. Its always best to weed out the tourists from the actual buyers!!
Renee - great advice...whether they're a tourist or a serious buyer! I had a call from a young girl off my website yesterday that found the "home of her dreams" and wants to see it this morning, but is worried about writing an offer before her husband comes home from Iraq in October. She was miles ahead in her questioning on how we were going to be able to get this done....and I finally said....let's go look at it. You may find you don't even like it. LOL
Love the enthusiasm, but like you said....slow down! :) Have a great day!
Hi Renee...great advice, pre qualify those Buyers, if not for your own safety. We had a young Realtor murdered here being to quick to meet a new buyer wanting to see a million dollar home right away.
Renee - My policy is very similar to yours, I need proof of funds or a pre-approval before any appointments are scheduled. There were points throughout my career I would stray from it and every time would regret it.
Renee, good appointment policy! I also ask are you currently working with an agent. You'd be surprised how many times their answer to me is Yes!
Hope that poor little pooch doesn't really need a neck brace!?
Love this repartee style of blogging Renee.
Also, should you decide to move to Northern VA, we have some plants you might like...we call them grass and trees. Trees are like big wooden sticks with green canopy type coverings.
They cover our mountains...and provide a thing called shade. Grass is like astro turf but softer and alive...people put it around their houses.
Renee - Ok, great story - yada, yada, yada. Now, to the important stuff. WHAT THEY HECK IS AROUND THAT PRECIOUS FUR BABY'S NECK??? Is this just a photo for effect or is he hurt or is that some kind of toy?
Team Honeycutt: This is true!
Norma: Been having this problem repeatedly!
Nell: For some reason I cannot sell a home this way. I have tried it also. No turning and burning for me. Educated clients are the best clients.
Keith: Thanks for the comment.
Bill: I just defer to what I said to Nell about educated clients. I have no time for no inclination for turning and burning appointments. I like to be prepared :)
Robert: Our real estate market changes quickly overnight. Even if "someday" were two months from now, it could be a completely different market! Usually those "somedays" are a big NEVER.
Diane: And we have open houses listed at our board site (which I include in my appointment policy) because if ya gotta "see" something there is stuff out there to see without bothering too many people.
Lee & Pamela: First of all I explain my dual agency situation to clients when listing. I do not do dual agencies - I refer them out. Second I advise my sellers that we work with qualified people and explain MLS searches to them in regards to filtering out and targeting the right listings to the buyer. I don't think the seller will be thrilled if I inconvenience them with an unqualified buyer who is a stranger off the street.
Scott: Spoke fine until drilled ;) I think the medical term for the illness would be a "bullsh*t stutter"
Joe: No free tours by me!
Lina: Whoa, love the new photo, barely recognized you! I have no issues with that especially when it can be an opportunity turned into a buyer consultation. Someone with ants in their pants to look at property with no goal or vision - just playing games.
Fred: Another reason why I don't show via pop tart. I do have dudes that I can refer the creepers to but they also require some proof to purchase :)
Michelle: Probably because the strategy of turn and burn doesn't work. Like I said to Lina, rare occasion for an opportunity, maybe :)
Mike: I know I ask the same and amazed at the honesty of the reply. The pooch didn't need the neck brace. He was resting and we put it on him. I just think it is hilarious!
Steve: You are making it sound very very tempting. Any tourists in Northern Virginia like there are in Vegas?
Donne: Crack me up! no someone at the dog park had one and we used it for him as he was resting. Just a photo op :)
This is so true for some of the resort areas we deal with, like Casey Key or Longboat Key. You appointment policy is spot on.
Featured @ Club Chaos
We usually get this type of call from investors offering cash. I tell them to get me a letter from the bank verifying cash.
Renee
Superb; great job on qualifying. Spinning your wheels is a waste of time.
Renee - We get the same thing. "We want to see a home on the lake""We want to see a home on the golf coarse (Lake Sherwood) or a view of the golf coarse". We just never know if it is truth or not.
And then at the end "We'll thank you so much for your time, we will let you know".
I have learned the hard way to screen out the window shoppers. They can cost a lot of time and time is money. There is also the safety factor to consider.
Renee, I have had similar situations here in Nashville. We have lots of celebrities and high-end homes and yes people just want to get a look at how the rich and famous live. This is really smart advice to anyone that is working with buyers.
I think you nailed it. Realizing there are a lot of tourists and some people just want to lookie-loo. Is the grass greener in Vegas??
Renee,
we have lots of tourists...but not the Vegas kind. Older gentlemen coming in for Civil War reenactments, school children from all over the nation coming to Washington DC and overflowing into VA to see Mt. Vernon and Manassas National Battlefield.
Everyone keeps their clothes on and acts responsibly accept the Congressmen who live in VA. AND THEY ALL live in VA...no one lives in Maryland or DC unless they represent MD or DC.
I am sure that the entire congressional entourage from Las Vegas also lives in Northern Virginia...we have the FBI, the CIA. the*****, and the **** (to secret to say) all favorite haunts of the foreign diplomatic tourist spies.
I don't know if you can hear that but it's ME applauding from North Carolina! Couldn't have said it better! There are so many steps to take BEFORE you actually look at homes - slow down and get them done in the right order.
Hi Renee. . . No problem with tourists in my neck of the woods. . .Next time I am in Vegas, think we could go and check out some homes?!?!?
Great post Renee. I'm sure you do get a lot of that in Las Vegas. Fortunately we don't get a lot here. Many buyers are quick to waste your time though!
I think it's great that you stick to your guns and assign value to your own time. So many agents would jump up from their desk and run out the door. Makes us look less than professional!
Great advice Renee! I love your policy and can see how some people would just be looking for a tour!
A caller who wants to see a home in 2 hours has either been stood up or cancelled by their own agent or who
believes that agents are walking keypads.
My response is simple. "I'm sorry, all of our agents are already booked or on other assignments today. There's no time to prepare on such short notice.
What other day would work????
They will usually agree that tomorrow or the weekend is fine.
I don't want agent out there showing properties on short notice. They aren't prepared and it reflects poorly on us. Not going to happen.
Renee...
This is like the Buyer who wants an $80,000 oceanfront condo in Palm Beach with no money down. And would like to start touring, well, now. FTW? :)
TLW...ROAR!
That photo is priceless and cracked me up. Your policy is so clear. I also do the same thing and I have buyers who are downright hostile, rude, condescending and the list goes on and on and on. I refer these types of buyers to my upcoming open house.
Renee, Great default to scripts and dialogues ... which by the way are a critical part of any business.
Wow what a great analogy to really put in perspective why pop tart style real estate is a really, really, REALLY bad idea!
Great analogy. I never thought of it that way. And someone in a hurry or that is at a house wanting in NOW is a red flag!
Amen Renee !! And when you rush to decisions, mistakes are often made or bad decisions decisioned !!!! ;o)
Sarasota Choice: Thanks :)
C Tann-Starr: Thanks for the feature, much appreciated!
Janet: Everyone is paying cash until they are asked to proof up!
Tom: It is a waste of time!
Ken: Ya live and ya learn!
Gene: See my response to Ken ;) Amen to the safety factor
Tammie: We actually have some really nice opens (multi million $$) on a weekly basis here listed in our MLS. They should take advantage of that.
Carla: I am betting not, LOL!
Steve: There you go cracking me up one more time!
Leesa: I did hear you applauding! I was thinking that I should start a taxi home service. How does a $100/hour door to door sound ?
Lori: Give me a heads up and I will point you to the open homes. How about we spend our time on lunch!
Bill: You are fortunate!
Shelley: I heard the phrase "pop tart" when I joined AR, can't remember who to attribute but boy it fits!
Paige: I get so tired of it!
Lenn: Exactly! How are we supposed to put something together and make appointments in two hours? That's even if I didn't take them out unqualified!
TLW: Can't super Nate make it happen?
Chris O: Good for you! They do get hostile, rude and condescending. They think we do nothing all day but play on AR and wait for their call
Scott: :)
Nancy: I have never been successful with a pop tart transaction so I don't like to waste the time !!
Lisa S: Thanks for the comment! Sheldon: I won't accept that liability :wink:
You had me at.... "hello this Renee"
Nino: LMFAO and IDK if you were spanked enough as a kid sometimes :wink wink wink: I think your wife needs to do some catching up.
Renee, thank you for this post. We've had website inquiries (our IDX/MLS has a place to create an appointment) and the calls are often awkward- as you describe- that pregnant pause. I know that going through the buyers (strangers) head is probably, "Who do you think you are- I just wanna see a house- what's your problem?", and I've actually agonized that my query for SOME KIND OF SUBSTANTIATION is not ok, but it is ok- and it's also OK that I never hear from some when a simple request for their own investment in the process (a prequal) is not provided- I hate that pause, though. Just hate it.
So they want a guided tour of pretty homes in your area during their visit. If you're buying lunch, sign me up! ;)
Kind of reminds me about rush hour traffic. Everybody is in a hurry to get there about two minutes before you do.
Renee, I love your new Thesis site, did you do it yourself or hire someone? It looks great, I know thesis is great for SEO.
Renee, Can I come by in ten minutes and see what real estate is all about in Vegas...My gal is at the spa and I have time to kill. What can you show me?
Renee -- I hate when that happens. I also hate when a caller repeatedly calls every few minutes until you pick up. Leave a message and I'll call you back. But you calling and hanging up every 3 minutes does not make me hurry to pick up or rush to show you a house in an hour.
Getting all your ducks in a row is a crucial step that needs to be taken before a buyer gets in my car too! I am not in Vegas, but you would not believe the people that think I have nothing better to do with my time than be a taxi driver/tour guide. Way to put him in his place and show that you are a professional!
Renee, Kudos to you! Too many agents hop in the car at the drop of a hat! Not only is it dangerous but it is not how you run a business.
Very well said - great post!!!
Renee, I am with you. I also wonder if that person happened to have a few drinks at that big-wig casino before calling you too...it is so important to respect your OWN time because others won't if YOU don't! GREAT plan!
Renee - Good for you! Don't ever let people waste your time. Brilliant!
Hi Renee~ Fred's response alone is reason enough to NOT drop everything and run. Safety is a huge issue! Those that expect you to just drop everything and do exactly what they want and on their time frame is usually not a serious buyer anyway!
Great example for all Realtors that hop in their cars in a moments notice hoping for a miracle that doesn't happen. . . Are you torturing your little dog? What's up with the choke?
Oh for heaven's sake, it just irks me no end when this sort of overly aggressive and frankly arrogant type wants immediate service but has not done a bit of footwork and worse doesn't feel the need to even bother! Maybe I am geeting cocky but probably just tiring of this scenario and I tend to be patient for about 30 seconds and then start in with a list of things I will need before we see anything! Let someone else put up wuth this nonsense! ;-/
Great post and it's good to see you on the front page here at AR my friend!
Oh...and that's not a choke of any sort it's probably a custom made neck pillow for one your babies! Please tell man pal I said hello ;-D
Luckily (or unluckily) I don't get those calls... I guess we aren't have a property emergency. And that is a good thing. You have a nice procedure, though.
Renee.... late to the party... but an excellent analogy... nice job here. And those people in a rush, can move on and deal with less of an expert and professional.. Rock On...
we all need to make sure people are qualified, there is nothing worse to put a person in the car and then they are ready topurchase and they can not because they are not approved or they can not get approved that much
Wow, Renee… It never occurred to me that agents face those kind of issues, but in a town like Vegas, it makes sense. And so does your appointment policy.
I have to agree with the other members comments, wonderful post and congrats on the "Gold"!
VB ;-)
I passed on a prospective buyer that insisted on seeing houses in 20 minutes. She called another agent in my office who showed her several houses, only to find out that the "buyer" not qualified. In the meantime, I took a listing from a well qualified seller who will buy from me when their house sells.
Hi Renee - Sorry I didn't read your post, I was too excited to see an Italian Greyhound in a Featured Post! We have 2 Lyra and DASH
Oh yeah - great idea to get the PA faxed to you before running off to meet strangers
I hope the dog is OK. Sometimes I laugh when someone whom I have never met calls asking to see a home in 2 hours, 1 hour, right away. Do they really think I have nothing else going on that I am sitting there staring at my phone just waiting for THEIR phone call. Usually I am heading to or coming from somewhere. Exactly as you stated, there are steps needed before we begin looking at somebody's home. I just can't do it any other way. Thank you
Hey, I think they called me too! LOL! I run into this All the time as well here.
Don't you just love it when they say $ is not a problem, they are paying cash, but aren't willing to show POF...Cya or refer!
Great post, Renee. I handle it the almost identical way. If someone needs an agent with a pulse to show them a property right then and there, the same person will dump you the next time to find another pulse. I never do the same day for a first time call in is what it boils down to because my appts are already stacked up for the day. Plus there is no pay do with no patience.
Good evening Renee,
Great post..I'm sure you see it all and your title says it all!!
I think having an appointment policy is a great idea. I also like Lenn's way of handling it.