Ever since a recent appointment I've been thinking a lot about first impressions. Evidently buyers make their minds up about a house within 18 seconds of seeing it (weather or not it's in the "running"). I'm curious about sellers and what their average time frame is for making a decision when interviewing agents? A question I've learned to ask during listing appointments is "What have your experiences been with other agents? Have you had positive ones or negative ones?" You would choke on some of the answers I've heard.
Joni and I met with some prospective clients a week ago. We had been to their home, asked them lots of questions and taken copious notes. We agreed to meet about a week later to go over a comprehensive cost market analysis. We knew we were competing with at least 2 other agents. We wanted it, but we weren't willing to tell the sellers that their home was worth more than it was. When we met again, we could tell that they weren't thrilled with the price range we had come up with. The husband grilled us until we had answered every last question to his satisfaction. Afterwards, he mentioned that one of the agents they interviewed probably wasn't a good candidate. He said that she had walked in the door and promptly asked "What do you owe on this house and do you have money to bring to closing?" She continued dropping bombs, "You realize this market is terrible, nothing is selling...and you are in a bad school district". WOW. I can't believe she didn't tell the husband that his hair was thinning and that his wife needed dental work. Turns out she doesn't have any other homes currently on the market (surprise). Another agent recommended that the husband and wife find a different place for their kids to live while the house was for sale, and a past client shared with us that their agent told them that selling their house really wasn't her top priority because she had a new boyfriend?! Evidently she also stooped by late one night to tell them that she and her new boyfriend had just given each other a hot stone massage...and that it had been amazing. She got the boot.
Just imagine how stressful it is to invite a stranger into your home so that they can pick it apart and tell you that it's worth half of what it was 3 years ago. The grace, sensitivity and compassion that we communicate in those first few encounters is critical. I don't care what your sales statistics are like. If you want your business to thrive you have to be able to put prospective clients at ease immediately. Barging in and asserting that you are the Alpha may work with people who are inclined to pay for spankings, but anyone familiar with what good customer service is, will be instantly turned off.
There has been a subtle shift in the market. A year and a half ago every agent was groaning about how nothing was selling. Well, in case you haven't noticed, inventory is slowly creeping downwards and so is the average market time for sales. Joni and I have been on 3 appointments lately where we've been competing with other agents for the listing. All 3 of the potential clients were referred to us by happy past clients, but they still felt the need to interview multiple agents. That tells me that sellers are becoming more educated consumers and as far as I am concerned higher standards are better for everyone.
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