Your Calls Are Not Giving Your Brokerage a Good Name

By
Real Estate Agent with Solutions Real Estate CalBRE License #01490977

Your Calls Are Not Giving Your Brokerage a Good Name

 

I had a call today from a homeowner in San Diego. She did not leave a message, but I looked up the number to see if it appeared to be spam or not, and then called her back when Google showed a name.

 

She was not actually trying to reach me, but was frustrated with the continuing spam calls she has been receiving from an agent in my office (you know the kind – phone does not ring but a message is left on your voice and it's not something you want). Seems that every time this agent has an open house she leaves another voice mail (I have had a couple from an agent in Fallbrook but that’s another story).

 

Call center callsThis caller had tried to communicate with the agent who was sending the spam calls to get them to stop but could not reach her. Hence, the call to me thinking I might be able to help since we were in the same brokerage.

 

This consumer was very pleasant but was clearly frustrated with the continued calls regarding open houses that did not interest her. And she noted that she is on the Do Not Call list (I did not say this but I don’t think that matters in this case).

 

She then commented that “these calls are not giving your brokerage a good name.”

 

THAT made me think! And given how I hate those types of calls I certainly understood her feelings.

 

With all the various means we have to reach out to consumers who we don't know in our marketing, through automated systems and such, we have to be careful about not doing something that might be offensive or alienate consumers, and perhaps even other agents if they are included.

 

And it’s important to decide if the strategy to reach out to potential buyers and/or sellers makes sense, and is cost effective. Just because the system exists does not mean it’s the right thing to do or a good use of funds.

 

Like our actions in a transaction, at an open house, and everything else we do, how we act, what we say, and how we market might be giving our brokerage a bad reputation, and us personally, too! And we might not even be aware!

 

I was able to reach the other agent in my offer via Facebook messenger and let her know about the call. She messaged me back fairly promptly that the consumer’s phone number had been removed from the call list. And I followed up with the caller, too, to let her know.

 

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Topic:
ActiveRain Community
Groups:
Certified Residential Specialists
SAN DIEGO Real Estate Agents & Loan Officers
San Diego Realtors®
Tags:
automated calling systems
consumer complaints about spam calls
are your marketing calls spam

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Rainmaker
2,346,851
Nina Hollander
RE/MAX Executive | Charlotte, NC - Charlotte, NC
Your Charlotte/Ballantyne/Waxhaw/Fort Mill Realtor

Hi Jeff... I've never understood why an agent thinks those calls are a good idea or reflect well on their customer service or their brokerage. Everyone hates them... so why inflict them on anyone?

May 19, 2018 04:49 AM #13
Rainmaker
1,692,624
Patricia Feager
DFW FINE PROPERTIES - Southlake, TX
Selling Homes Changing Lives

Jeff Dowler, CRS 

When it comes to customer service and problem solving there seems to be a sense of calm about you. I am sure it is because of your excellent communication skills. Compared to mediocre agents, you excel in your profession. It pays to have a CRS designation!

May 19, 2018 03:10 PM #14
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

I hate those calls, too Kathleen Daniels  I felt badly for the consumer who was trying to escape getting them - glad I could help.

Jeff

May 19, 2018 03:56 PM #15
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

I feel the same Nina Hollander . But these systems seems very popular. Not for me.

Jeff

May 19, 2018 03:56 PM #16
Rainmaker
2,557,948
Debbie Gartner
The Flooring Girl - White Plains, NY
The Flooring Girl & Blog Stylist -Dynamo Marketers

Oh I hate all these spam calls.  and, yes, it occurred to me a few years ago that agents that are using these are damaging their reputations, as well as other agents in their brokerage and for that matter...all agents.

May 19, 2018 04:13 PM #17
Rainmaker
455,178
Dan Tabit
Northstone Real Estate Inc. - Sammamish, WA

I was called by a friend at another office's assistant. It wasn't a robo call, but I politely told her that I knew the agent she was calling about and I'd never use him, because I'm also an agent. I then let her know I was on the Do Not Call list and she should double check before she called anymore. 

May 19, 2018 06:46 PM #18
Rainmaker
522,271
John Mosier
Realty ONE Group Mountain Desert - Prescott, AZ
Prescott's Patriot Agent 928 533-8142

Thanks for your post, Jeff Dowler, CRS. I would not want my license to be with a Broker who encouraged this type of marketing. You handled the situation very well. 

May 19, 2018 08:13 PM #19
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Thank you Patricia Feager . I know there are others who feel the same, and would no doubt handle the situation similarly. I certainly do not want to do anything that will hurt my reputation, at least knowingly, or that of my brokerage.

Jeff

May 19, 2018 09:04 PM #20
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Hi Debbie Gartner 

I agree! I suspect many are just considering how they can generate leads...a big deal in this market...but not the consequences of what they are doing.

Jeff

May 19, 2018 09:07 PM #21
Rainmaker
2,258,101
Richie Alan Naggar
people first...then business Ran Right Realty - Riverside, CA
agent & author

Customer service drives many an industry. Sure, it slows things down a bit but if something doesn't go right, the problem would lie elsewhere. Good posting

May 20, 2018 06:36 AM #22
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Rich Cederberg
eXp Realty - Albuquerque, NM
eXp Realty Agent Albuquerque

Here here! Not a big fan of Slydial and the likes. Real estate is a relationship business, we should stop this garbage!

May 20, 2018 08:34 AM #23
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Hi Dan Tabit  Yep, it happens. Sounds like you handled it the right way.

Jeff

May 20, 2018 08:59 AM #24
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Debe Maxwell, CRS
www.AtHomesCharlotte.com | The Maxwell House Group | RE/MAX Executive | (704) 491-3310 - Charlotte, NC
Charlotte Homes for Sale - Charlotte Neighborhoods

OMG - Robo-dialing consumers? Oh, that is the lowest of lows, Jeff!

You know, someone from my office did something similar (not robo calling - just annoying phone calls) and our office got a call to make them stop. 

What it appeared to me to be was an agent who didn't have any business and was just desperately seeking something. 

May 20, 2018 09:22 AM #25
Rainmaker
1,419,084
Sandy Padula and Norm Padula, JD, GRI
Realty One Group - Carlsbad, CA
Presence, Persistence & Perseverance

Great follow-thru for the woman who called you, but you know you will be the first one to receive another call from her when another agent in your office or elsewhere begins this unsavory practice.

May 20, 2018 09:31 AM #26
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

John Mosier  Thanks for your thoughts. I suspect this agent is doing this on her own rather than it being encouraged, but don't know for a fact.

Jeff

May 20, 2018 10:41 AM #27
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

So true Richie Alan Naggar . Thanks for your comments!

Rich Cederberg  - I am not either. I hate broadcast robocalls. BTW I met Paul Wilson at the CIPS event in DC this past week during the CRS/NAR meetings and of course he knows you!

Jeff

May 20, 2018 10:44 AM #28
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Hi Debe Maxwell, CRS 

It's certainly not a strategy I would undertake but I have heard of other agents using automated systems.

Enjoy the rest of your Sunday!

Jeff

May 20, 2018 12:00 PM #29
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Debe Maxwell, CRS
www.AtHomesCharlotte.com | The Maxwell House Group | RE/MAX Executive | (704) 491-3310 - Charlotte, NC
Charlotte Homes for Sale - Charlotte Neighborhoods

Thanks, Jeff - you too! I have some homework to do and I'm putting it off like I never do! LOL

May 20, 2018 12:03 PM #30
Rainmaker
708,275
Teri Eckholm
Boardman Realty - White Bear Lake, MN
REALTOR Serving Mpls/St Paul North & East Metro

Jeff--She makes a good point and is absolutely correct. Many people in the public do not understand we are independent contractors working under a broker umbrella. One bad apple can give a whole franchise a bad name and it can have very far reaching repercussions (i.e. Starbucks). I am now working for a small broker which minimizes this but we have to remember what we do does affect the others in our organization.

May 20, 2018 02:00 PM #31
Rainmaker
8,831
Ricardo Mello
Manhattan Miami Real Estate - Manhattan, NY
Manhattan & Miami Real Estate Broker

No unsolicited calls from me!

May 20, 2018 03:05 PM #32
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