When dealing with real estate clients, one of the more difficult objections to overcome in the real estate industry is the fact that we are often perceived as predatory and unprofessional. If I had a nickel for every time I heard this phrase, "I haven't had very good experiences with REALTORS®", well, I'd have a whole lot of nickels.
My response? "Neither have I."
However, over the past couple of years, I am happy to report that I have rarely run across the types of agents who have traditionally given all of us a bad name. Yes, there are some who are still out there, but I get the feeling (I have no data to support this assertion) that many of the truly bad agents were driven out of business by the economic downturn we experienced here in 2008 and 2009.
As the broker and co-owner of a smaller independent real estate agency, I've trained dozens of agents on the sales process. I have tried to build my own business on a cornerstone of integrity and honest dealings, and I expect nothing less from my agents. If I have a client who's considering buying a property that seems like a bad decision, I say so. Conversely, if I see a buyer about to pass up the deal of a lifetime, I want them to recognize this, too.
Why?
That's an easy answer, and hopefully it's a common-sense one as well. If I do my job correctly, my clients will want to come back to me with all of their real estate needs. They'll also send their family, friends, and co-workers to me. Good service isn't always altruistic. It's good business, too.
Another reason that I strive to provide the best possible service is this: I will likely be called upon to help my buyers when they're ready to become home sellers later. If I helped them get the best property in the first place, it makes my job that much easier down the road. Again, not just a nice move, but helpful to my own bottom line also.
The best agents I've encountered are those who are good communicators, and unafraid to say, "I don't know, but I'm sure we can find out." There's no shame in not having encyclopedic knowledge, as long as you're willing to expend the effort to get the answer, right?
At any rate, my overarching point is that there are still plenty of "good guys" when it comes to real estate sales. And by "guys", I mean both men and women, just to clarify. Don't be frightened by any negative stereotypes that you've seen portrayed on TV or movies. Just because you had a friend or family member who was burned before, it doesn't mean that it will happen to you, unless of course you use the very same agent, in which case you're kind of on your own, eh?
I do have a couple of pointers which come in handy, if you're a consumer looking for a real estate agent:
- Make sure that your agent sells homes full-time. Part-timers probably don't have the necessary experience or skill set to help if things get dicey during the transaction. Full-time agents have probably seen more scenarios in their career, and they can finesse things better.
- This is a big purchase for you, so dump your agent if he/she makes you uncomfortable. You'll be spending a lot of time with this person. If you get a weird feeling, move on.
I could go on, of course, but those two items strike me as supremely important to mention.
I hope you find the agent of your proverbial dreams. Thanks for reading!
Photo credit: contemplativechristian - via Creative Commons (found on Flickr)
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If you're looking for a home in the Austin area, you can also visit my primary Austin real estate website at www.austintexashomes.com. If you're interested in social media training, visit 210 Consulting. Thanks!
Build your business on the cornerstone of integrity! Thank you! If you have an outline or a plan on how to train this I would love to hear from you. This is my goal in life, teach the followers how to be full of integrity and make good decisions.
Jason,
I am often surprised how poorly our customers grade us. Ther e is o immediate response to the offer, and they suspect that the agent has her own buyer...
It is strange that I would not do so many things that they suspect us of being guilty
Great Post Jason! I believe you are right about losing alot of the agents that were not full time or were not making it in the business anyway. And alot of times I have found that sometimes when the buyers complained about a past agent and the experience they had ...once they explained the situation I helped them hopefully look at it in a different light. Sometimes the agent didn't do anything wrong...its just that the client didn't like the answer given to them...they didn't hear what they wanted to hear.
I have past clients that have been angry at me for selling their home too quickly! (Go figure) For staging their home free of charge (with prior permission to do so) But then they became offended that I moved their stuff! For giving them direct feedback from other Realtors, which they didn't want to hear because they didn't agree with it! One friend even got mad at me because they decided to purchase another house before we had their house sold and then got panicky over the money situation and everything became "MY FAULT".
We have all had clients like this...so maybe the ones who didn't have integrity....according to the client who tried to give them a bad reputation...was also a misperception!
Susie
I think the gap between the PT and FT agents is growing...there is so much to know and so many things to master these days, that the PT agent seems to get farther behind pretty quickly. Maybe it's a lack of training and day-to-day involvement? Some agents end up causing a disproportionate amount of trouble on their transactions but the negative perception spills onto everyone!
Jason - I held an open house this weekend and one prospective buyer referred to agents as wheeler-dealers, shady and pushy---all in one sentence!
This market has given even sme of the best REALTOR(r)'s a run for their money. When you operate with less than stellar motives it tends to weed you out and some of those shady characters could not hold out any longer. It is a good thing...that's not to say that all who have had to look to another career was doing anythng improper.
I wish all agents looked at integrity the same way you do Jason and we wonder why we get a bad reputation sometimes...
My motto, seriously, is "Integrity without Compromise."
If you don't get that here...you're not going to get it anywhere! And I feel the same way about you, Jason, as I'm sure your clients do. One thing that struck me is something that I believe our parents taught us that most people don't do--if you don't know the answer, SAY you don't know it but, I'll find out for you. Why that is so difficult to say for some is beyond me!
It's like being able to say, "I'm sorry, I was wrong." That is one of my pet peeves and when someone says that, they have no idea how much more they're respected.
"Integrity without Compromise." I love that, Debe! I might use it my self. Integrity is the most important thing without exception!
Jason, Loved reading this post. Working with a professional agent with integrity makes real estate transactions a wonderful experience. Working with an agent with a lack of integrity is just the opposite.
I am fortunate to be working with a few awesome Realtors® at this time.
Margaret
Jason, I am happy to read that you set a standard for yourself and within your office of how integrity can be and look. Specifically being able to say "I don't know" or better yet, "I don't think this is a good decision" to buy ___ real estate. I also agree that being in business full time brings a commitment that can have professionalism and integrity as part of the foundation though not always.
Crouch - Don't most start out (in Real Estate) part-time in some way? You ain't Yoda from the start. Other than that, I'd hire ya.
Though I do understand Full-Time Folks who have concerns for the Part-Time Players. It's a Career and not an easy one. Just like any other Career. Baby Steps, Get-Rich Quick seems to be a Remain Poor Long type of thing.
The perception of integrity missing isn't just in Real Estate, but this World. Yet, we still watch the News ... and in my mind, they remain the ultimate perpetrators.
I guess the key is to build a business based on a long term relationship, not one single transaction. I tell my clients that my business is built on repeat business, not one-off transactions. It has been working for me. Thank you for posting.
There are a lot of good agents around and its important we all provide excellent service so we stay around.
... other than those of us who "Buy" into the News.
Jason, great post. I think as time goes on we will see less part-time agents because the costs involved in real estate are going up at the same time the average income of agents is going down. The complexities involved in selling and buying distressed properties are far too much for a part-time agent to keep up with.
Jason, most agents have integrity , it is the few bad apples.
Jason
As you alwasy do, you have zeroed in on some key points and provided some excellent advice to those who may be a bit gun shy because of past experiences or stories they have heard.
Integrity is key, as it is in many business settings besides real estate.
Jeff
Oh there area a lot of agents who have integrity. It really is the few who give the rest of us a bad name. Putting our clients' needs first is what it is all about.
It is definitely a difficult obstacle to surmount, especially when you have to deal daily with so many that fit the bill.
Good stuff, thanks for sharing it.
Jason many of us are good guys even when it comes out of our own pocket. Our clients don’t always understand just how much we’ve done for them, but I sure sleep well at night.
I can only wish the bad ones are gone; sadly, most have gone...into loan mods and flopping (fraudulent flipping).
Jason,
Using a REALTOR®" is no garintee of integrity or competence, it just increases your chances exponentially.
Bill
I haven't heard that phraise too many times. I believe I'd have about 25 cents.
That said, I've had consumers say that they "liked" the former agent, they just didn't think they were getting the job done.
'Guess I'm just lucky to work in a community where there are more highly professional agents than not. Sure, every now and then there's an exception, but you're right... the recent tough market has driven out of the business most of those who didn't take it seriously.
Jason- 9 times out of 10 when a prospect tells me of a bad experience with an agent, it starts with a noticable lack of effort or knowledge in choosing an agent.
Good morning Jason,
Building your business on the cornerstone of integrity is right on! I love Debe's comment and statement "Integrity without compromise!" Excellent and congratulations on the feature..well deserved.
I think most agents do have integrity. Its just the few that don't spoil it for everyone. It can be a greed driven business, especially when the market is down. Great post.
Jason, I've had good and bad, but mostly good agents across the table. What I run into most are agents who think they can do this part-time and still get full-time wages. They're never available, can't get them on the phone, they don't return emails or they act like you're bothering them when you do finally track them down. Most are not like that fortunately.
Great post and I appreciate your integrity. I would like to think we all have it, but unfortunately this is not true.
In fact, lack of integrity, is why I left my previous brokerage.
Jason, I've worked with a lot of good and some not so good agents over the years. A lot of this falls on the broker. An agent is only as good as their broker.
This is a very well written article that I hope a lot of buyers and sellers read. I get into this debate with agents and prospects - how many good agents are there, etc? As you say, it's about doing a good job, being an effective communicator, and being honest. I get more good feedback because I say what's true than anything else.
Nice post, I wish the reputation on real estate agents wasn't so poor, it is one of the most frustrating parts of the business because I know I work hard for my clients and honest is most important and I know many other agents who do as well.
Jason- you are building your business wisely... with a good foundation. As a Seller and Buyer, what I want first and foremost is integrity with a healthy dose of ethics. And, I want someone who is knowledgeable and cares. I don't think I'm asking for too much!
Today's market has a tendency to shake out the bad apples, since they move on to easier pickings. But they'll be back once the market changes back to good. Meanwhile, the rest of us have to be the best we can, so that we can change the perception.
The "chemistry" with the working relationship between client and agent Jason as you pointed out I agree is very important.
For years now the underlying stigma of being in the Real Estate business had to do with agents making fast money and lots of it by moving RE product. What helps to counter that is when you see agents putting their clients first and going the extra mile. When I see a good agent, that impression stays with me for quite some time. Unfortunately, so does the bad agent too
Jason:
Very nice post. Character is huge for long term success. Anyone can succeed in the short run but your character will pave the way for long term success.
Thanks for sharing this, Jason. I need to reblog for my readers. It may shake some of them up a bit, I mean after all, a realtor you can trust?
Hi Jason - In tough times the cream rises to the top. There are still bad agents in the business but the professionals are who I am dealing with for the most part.
Jason - Great topic. I have been very outspoken about things like accountability, professionalism, and integrity in this business and still find too many Realtors who do not conduct themselves as they should. I've been back at it for two months in NC and already have encountered an agent who was ill equipped to guide sellers through a short sale, but did so anyway (we might be able to pull them from the fire though), the call I got from the homeowner who received one of my expired listing solicitation letters and exclaimed "I didn't even know my listing had expired. I only hear from the agent when I call him," and the agent who gave the lock box code out to the homeowner and the contractors. Ultimately, they won;t be very successful. Unfortunately, in the mean time they give our profession the reputation that it has (and probably deserves until we get rid of these people). I'm always proud of who I am, but not always of the fraternity I belong to.
Jason - I agree with you, however, there are new (ahem) agents entering the industry every day that are not properly trained by their brokers and thrown into the mix to make complete messes of transactions, to the detriment of the sellers, seller's agents (that would be us in this most recent instance), and the buyers. The sad part is the buyers don't even know they are receiving sub-par representation.
I can only hope that these sub-par agents do one of three things - #1 leave the industry (perhaps because they don't sell enough), #2 get educated (and become better agents) or lastly - get put on my no-no list and I steer clear. Suffice to say #3 occurs until they prove #2 satisfactorily :)
Jason, integrity is all a good agent needs. Even if they are not totally trained with integrity they will learn along the way by asking the right questions, following what they've learned and listening to their Broker. We all had to start somewhere...good to see you here. Great post as always.
Deb
Great post. I pride myself on integrity. I wouldn't be able to sleep at night if I wasn't. It is gives us a bad name when others don't communicate. We give our clients the good the bad all the info to help the client the best.
with 20 yrs in real estate..i can only think of a couple of agents who i thought were shady! the rest were totally professional with sincere desire to service their clients........I believe, consumers have a lower reflection of agent's professionalism due to our generosity ..where else can you go and get driven around all day, shown properties...get a free lunch and perhaps a free ride back to the airport? all that for a sincere agent trying to offer the best,,,and at times they dont even get a thank you or even hear from that customer again....
go figure...........thanks for sharing...continued success........
Admitting you don't know something will earn much more respect than shooting from the hip and being wrong!
There is too much FOR FREE and too much discounting and rebating and cutting each others throat for the consumers not too feel that way.
Jason, thanks for a well-written post that is a must-read for agents new and experienced. Like you do today, my first broker always stressed honesty and integrity above all else, and that mantra has stayed with me throughout my career.
Jason - I have also seen less snake oil salemen that were selling homes lately. But it will take a long time for that reputation to leave us. Most people only remember the bad ones.
Jason, after a 3 year absense, I come back to find you right where I left you-- writing "features" and getting good comments. Congrats.
I personally think that most agents have integrity. Maybe we don't "sell" this quality enough.
Bill Roberts
Jason, I have a very lucrative business and it is nearly 100% happy customer referral based. Treating my clients with honesty and integrity has certainly paid off. It actually does pay to have integrity!
I have been in the business 17 years and I get more Realtors complaining and comment on how bad we are then all the consumers put together. I don't allow whinning or complianing in my office PERIOD. All my agents write me a letter after closings to tell the good the bad and what would have made it better and always without fail they write a thank you card to everyone in the transaction. Oh if that is too much or cheesy then there is another brokerage two streets over and I even have the maintence guy help them pack.