The recent tough economic times from 2006 through 2010 have made every business and business person both here in Cape May County, New Jersey and throughout the United States take a tough, hard look at their business practices. That is except every government entity from local and county through state and national, who still act arrogant and spend like drunkin’ sailors. However, that’s another story to be addressed another day.
In the private sector, businesses have had to analyze their model and decide what they need to do to survive and thrive. What will separate them from the competition? What will help them sell more of their product and get repeat business?
One sure-fire solution, whether in the real estate business that we’re in or any other business, is personal service. Americans, despite all their electronic gadgets and gizmos, like and appreciate personal service. And they gravitate toward companies that give that personal service. We all want to be treated like human beings, not just a number.
Shockingly, there are some real estate agencies that don’t understand this concept. They are hung up on automation. And it’s costing them business and relationships.
I’m the type of guy who often gets into the office at 7:30 or 8 o’clock, well before the traditional real estate industry opening time of 9:00am. I’ve got work to do and since I’m normally up and going by 4am, I am well into my day by 7 o’clock. Heck, I started writing this blog article at 4:30. Anyway, when running last minute errands I’ll often drive down New Jersey Avenue – the main thorofare through the Wildwoods – and notice multiple cars at a few real estate agencies just before 9:00am. So back at the office, I’ll call a realtor to discuss a deal. It’s 8:55am. A voice mail comes on that says, “Our normal business hours are 9:00am to ….”. What? I know that three of you are sitting at your desks. I saw your cars parked out front, so I know exactly who is at work. You won’t answer the phone because it’s not exactly 9:00:00? Incredible!
Then there’s the newest laziness trend. I’m looking through the MLS to find some properties for a client. I find a marginal property that might fit the criteria. I go to call the agent to set up an appointment or get showing instructions when I notice on the listing “Appointment number 888-xxx-xxxx”. Are you kidding me? This agency is going to direct me to a central clearinghouse rather than have me speak directly to the agent? How do I find out if there have been any offers on the property if I don’t speak to the agent? How many times has the property been shown? How old is the roof? How long before the tenant leases end?
No, they’re going to send me to a generic answering center that sets up appointments. Period. Are they nuts?
So, being the type personality I am, I ignore the directive and call the office. “I want to show xxx Atlantic Avenue,” I say to the receptionist.
“You have to call 888-xxx-xxxx,” she answers coldly. I reply that I want to talk to the agent and set up the appointment through that listing agent so I can get additional information about the property. “You have to call 888-xxx-xxxx to set up appointments,” she repeats robotically.
I won’t get into what I say next, but you get the idea. What kind of service are these agencies giving? They can’t answer the phone at 5 minutes of 9 and they won’t even set up their own appointments?
I smile. At Jewell Real Estate Agency, we answer phones 6:00am to 9:00pm, 365 days a year. We gladly speak to other agents letting them know the high points and quirks of every property of ours that they are interested in showing to the potential buyers. We’re live and lively people, not robots. We love our business. It’s our life. We’re proud of our personal service!
We’ll survive and thrive.
- Mountain Man
Tags: Cape May County blog, Jewell Real Estate Agency, Mountain Man and City Girl, real estate blog