Tonight I am going to vent just a bit here on my blog, which is my right since I am the writer. Should you choose to continue reading, I implore you to determine if I was completely out of bounds, or within the realm of reason.
This evening I was enjoying a wonderful time with friends and family at a local corn maze. After successfully traversing the non-haunted side, we were taking a short break before venturing into the haunted portion. At 9:15pm my phone goes off, showing a restricted number. My rule of thumb is to not answer restricted calls, but for whatever reason, I decided to.
When I answered, a gentleman (for lack of a more appropriate term) asked if I was a real estate agent. I said that yes, I was, and asked how I could help him. He started asking me if I did coaching, and what my coaching entailed (I made the assumption that he was a real estate agent as well). I told him that yes, I did do coaching, but that it was 9:15pm on a Saturday and I was spending time with family and friends. I explained that it was too late to be working.
His reply? "Oh, 9:15 isn't too late to work. Let me ask you a few questions."
I stopped him there, and asked for a number to call him back at "on Monday". I told him I'd be more than happy to help him out, but not at that moment.
He proceeded to make a smart (aleck) comment about how a person who wasn't serious about working couldn't possibly be a good coach, and hung up the phone.
Mystery man, if you are reading, please grab a pencil and write this down:
Coaching Lesson #1: PROTECT YOUR "YOU" TIME
The most important time in the week is the time that you set aside for you. It is not the time you lead generate, follow-up, or attend closings. It is not the time that you spend perfecting your systems. The MOST important time each week is your YOU time.
Think about it - if your business is more important than your kid's soccer game, you really need to examine your priorities. If you have to stop traipsing around a corn maze because you need to make a quick follow-up call, then you need to check your time management. If you were spending ALL of your time in corn mazes you'd either be lazy or lost, but that's not the case for most of us - we're just enjoying down time.
Everyone in business for themselves needs to work hard, but that doesn't mean 24 hours a day, 7 days a week! You should time block your personal time just like you time block your lead generation time, and DON'T ERASE IT! If you forego your family, friends and yourself, you burnout quickly.
Your clients understand that you need to take off your REALTOR(R) costume and be yourself! If they don't, you set the wrong expectations up front. Let them know when they can expect to hear back from you at a moment's notice, and when the cutoff is to hear back the next day.
So mister Mystery Man, I know I will not be coaching you, but let me assure you this - I won't lose any sleep knowing I lost you, because I made the choice to stick to my guns AND my schedule.
Bill Kennedy
Greenville SC Real Estate
http://www.billkennedyteam.com
Proudly serving the interests of the people of Upstate SC, including Greenville, Spartanburg, Anderson, Simpsonville, Taylors, Mauldin, Fountain Inn and Greer. Whether you have a house to sell fast, or you're looking for cheap foreclosures in Greenville SC Bill is ready to help.
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Bill,
I once had a client who was irrate b/c I didn't pick up before 8AM on a Sunday... I would have become a physcian if I wanted those hours!
Bill, my wife and I discusses quality of life and our personal priorities before I re-entered real estate. With a seven year old, family time is priceless.
Its a tough call - Unfortunately around here -most agents jump when a buyer or seller crooks their finger - that puts us all on a treadmill.
Hi Bill, what a tight position to be in. I find that it is hard for me to 'turn it off' so to speak concerning my real estate business. I have a client who lives on the other side of the Earth, and sometimes I have to be available for his time zone. I definitely do work to schedule my 'me' time. Thanks for the post and congrats on the feature. Continued success to you!
The nice thing about being self-employed is that you can basically do whatever you want in setting those business protocols.
I've never worked 24/7 either, mainly because it's physically impossible. However, for 38 years I have been available 24/7. There's a huge difference.
I answer my phones regardless of whether the number is identified or hidden. You just never know where the big business will come from, and I'd really hate to miss the home inspection for Barack Obama, Bill Gates, Warren Buffet, etc. ♪♫♫♪
Bill, you were with your most important clients showing acreage! I'm sure it was a fun evening, and your kids will remember things like this the rest of their lives! :)
We do the harm ourselves. My buyers were with me this afternoon (Saturday) and mentionned how their lender called them to say there was a problem with their situation. THEN they proceed so say they were happy he called on a Saturday. And the fact that we spent 2 hours together today..... well, you are correct.
If you don't set time boundaries, no one else will. And your family will surely get the message that they are 2nd or 3rd priority.
I completely agree that 9:15 on a Saturday is too late for a call like that. BUT, you did answer it...........
Having said that, I do disagree with what I see agents doing sometimes. It should be more about the clients and the people were serving and less about us.
For instance, look at your last sentence alone and count the I's and Me's and my's. "So mister Mystery Man, I know I will not be coaching you, but let me assure you this - I won't lose any sleep knowing I lost you, because I made the choice to stick to my guns AND my schedule."
What I'm suggesting is that the public gets frustrated with agents because we don't make it about them. This guy called you to give you business and PAY you money, and you made it all about you and didn't ask about him or why he had to talk to you at that moment.
Im sure your a great guy and this is an amazing post etc. etc. I'm just saying in general to all the agents out there, make it about the clients and not about us. I'll catch up on my ME time, when I'm done helping you with YOUR time. Because, YOUR paying my salary.
Bill - Good for you!!! I agree that there is no reason anyone in this industry needs to be available 24/7. Realtors/agents are NOT doctors people so quit comparing Realtors/agents to doctors. Don't get them to be on call 24/7 because lives are on the line. In order to last in this industry, we must manage our time and a 24/7 schedule is a recipe for disaster and burn-out.
Personally, I don't answer business calls when I am with family or friends - that's my time. But that's just me and if that means someone isn't going to work with me or refer someone to me - so be it; such is life. I make no apologies or excuses for the way I choose to run my business. NEXT!!!
While you're not answering the phone at 9:15pm, I'm the guy answering at 9:16pm.
I'll answer that phone at 4am if it's going to feed my family. It's a tough business and we have to be tough to be in it.
I believe that you handled the situation correctly.
I probably wouldn't have answered, but if I did, I would have rescheduled too.
Everyone decides what's best. There will be agents/ coaches who are like Mark #10. See he said, he would answer at 4am if it meant feeding the family. I believe you would to - if you were at that point. But you're not.
The best part about being a business owner, is that you decide when to pick up.
My advice - don't do that to yourself again. LOL.
Bill, I answer my phone whenever I can no matter what tie it is. But there are times I miss a call and call them back when I can. So overall, you can let the phone ring and call them back whenever you can. If they don't leave a message then it just was not meant to be.
Bill - the MYSTERY MAN must have heard one of NAR's old commercials about how real estate agents work 24/7. That was the stupidest promotion ever!
Ditto, ditto, ditto. I work until 9pm except Sundays and long holiday weekends which are always off as in down time. Off time is as important as on time to be effective all the time.
Good for you * I'll monitor e-mail and phone calls abd ORGANIZE for Monday; however, I stop work mid-afternoon on Saturday EXCEPT for today when I will sign a lease for a couple returning to Europe this afternoon
The sad reality is that another agent will always be there when you aren't. Having grown up in the business, I remember my mother telling me that Real Estate companies (in the Miami, FL area) were closed on Wednesday afternoons and closed completely on Sundays. Over the years, an office or two started staying open on Wed afternoon and opened on Sundays.... the beginning of the end! It did away with having family and personal time. I don't know the solution, but I do remember having family time as a child on Sundays and it was wonderful!!!!!
Great comments everyone!
A lot of this comes from personal mindset. You need to set your personal boundaries. My voicemail even lets people know that I will be happy to call them back between 12-1pm and 5-6pm. My team is ready to serve at many hours of the day - but I will not expect any of them to work past their own personal hours. If we lose a deal now and then because of it, I will still sleep at night knowing that we're doing ok. If we were counting on the business we might pick up at that time of night, I'd say that we had a lead generating problem.
I couldn't agree more about working 24/7. Will I miss some business because I don't answer my phone like #10? Sure. Maybe. In my experience the "clients" that call at 9:16 on a Saturday night or at 4:00 am are not the kind of clients I prefer to work with.
Bill, you did the right thing. As soon as he turned snarky you knew you didn't need his business. A stranger calling and speaking dispectfully is not a customer worth having.
Every agent works differently. I don't have little kids, for example, so I'm pretty much available 24/7 for my clients. Yesterday, Saturday, I had a situation and emailed the listing agent on a property I have in escrow. I knew she was sitting in an open house--I had seen it advertised--so didn't want to call. Figured she had a smart phone and would be able to get back to me at her convenience. Well, she didn't. That does not sit well with me. What, she will maybe claim "family time" on the weekend? Uh, uh...I know better. Luckily my client shrugged it off with "well, we'll need to get an extension" to our contract which is NOT to the benefit of the seller, by the way. So my position is, you are self-employed and need to assist your clients at THEIR convenience. But if your family time is so important to you, why not just put the phone on voice mail and call at YOUR convenience, and hope that they have not moved on? I don't think I would want to hear VERBALIZED that I can't deal with you NOW, call me between 9 and 12 and 1 to 5 during weekdays. Uh, uh..sorry.
There are two sides. .. .I choose to have days off and send all my phone calls to my voicemail. .I don't even carry my phone with me when I have my family around for some good quality time.. .on a Saturday evening
except that there are people that have it the other way. . they have their reasons and theirs is not more valid than others . .its just a choice.. .just like when I choose to be just a listing agent and not a buyer agent. .just a choice and I completely understand that.
It's all about balance and YOU time is an important component of the balance equation. I've found that many "restricted" calls are really cold call solicitors, and this guy might have been just that. Had you given him the time "when he wanted it" last night, he probably would've quickly turned the conversation into how he could help you make more $, get more leads etc. These guys (and gals) never want to give you their number to call them back...hence the restricted call # in the first place. But back to the purpose of your post...you did the absolute correct thing and only by protecting YOU time will you be your best you for everyone important to you!
In the beginning of building my business, I was pretty much available 24 / 7. I probably could not have gotten to where I am today if I did not answer my phone and immediately respond to emails. You do what you have to do if you want to be successful. Now that I have reached a comfortable spot, I turn off my cell and computer at dinner (most nights). I often let calls go to voice mail on Sundays but I do check and forward.
I've earned the right to set boundaries. Agents who are struggling still have to be available, and that's just the way it is.
an excellent first lesson for mr. smarmy-pants.
I love it! What a great post. I am finally (after 20 years) learning how to find ME (family!) time
I do not work all the time. However, I do make myself available more than a lot of my colleagues who feel that real estate is a Monday to Friday, 9 to 5 job. And that any calls or business outside of those times is taboo. Just does not work that way. Actually, as long as it does not go on for hours, I kind of like speaking with customers in the evening when things are quieter and I can chat about real estate unhassled by others. With my computer at home, most of the resources I might need to access are close at hand.
Of course, if I have other prior commitments with family or am out doing something for fun, I keep the call short since there is not much I can do anyway away from my office or my home computer.
I probably would not have picked up -- restricted number, they can leave a message.
I would only pick up for KNOWN numbers, clients, or my agents at that point.
This guy on the phone call cant be serious. He needs to get a life. You dont make many if any sales at 9:15pm on a Saturday and the people that want you to work at that time are normally the ones that will burn you.
I always schedule my family time first, whether it was a school play, or coaching one of their teams, and then I fill in around it. You did answer the phone and depending on where I was I would have answered also, however you do have the right to dictate when and whom you work with and this sounds like someone that needs more than coaching, I do not think they would have made for a good client
Hi Bill,
You are 100% correct. You must make time for yourself and your family. I firmly believe that you should never be at the beck and call of any client and that you must set parameters.
Kudos to you and I hope you enjoyed the maise!
Wierdo's surround us all in abundance! Just from reading your post my gut says you are far better off having the guy hang up on you. If by some chance he should ever call back I would return the favor and hang up on him. What a loser he is.
It may have been a mistake for answering it, but you certainly avoided a difficult personality who would not have been worth doing business with.
Answering the phone, was where things got derailed. If you really have a policy to not answer your phone, after 9:15 in the evening, you then should not have answer. But, you did answer, no more need to to said.
Bill, <virtual high-five> Answer the phone when you want to, not when it rings. If you have set hours, make sure you're available. Restricted number? I rarely answer them. Sure, I've answered the phone at 11pm, but it was curiosity that made me do it, not because I felt I "had to." People who don't respect your time are not the type of people I want to work with.
When I answer my phone, it is a courtesy that can develop into a mutually satisfying situation. Basic rules of engagement apply to both caller and receiver. Someone who wants help should have actions that line up with that...if not a good CLICK may be the final parting word...good one Bill
This guy sounds like a disrespectful tool. His call was not hyper-critical and the discussion could have waited until Monday. I think your first lesson contains excellent advice. The caller could/should also learn how to be respectful of others.
The first thing I would "coach" this guy to do is get a life! Yes, you answered the phone at 9:15 pm and yes, you told him you could help him. If he still wanted more from you on a Saturday night while you were in the middle of a cornfield, he would have REALLY wanted a lot out of you should you become his coach! You answered, you made the attempt to help him. This wasn't brain surgery and no one was going to bleed to death before Monday. In over 20 years in this business I have discovered that those who have their pants on fire and HAVE to do something right now, are usually the ones that NEVER do anything. Time with family is short. Your kids won't remember what the potential $$ you might have earned would have bought, but they will remember the cool time they had on a fall night with their family.
Totally agree. There has to be down time and family time and just me time. Love the pictures on the sides. What do you fly? Is this a great fly-in at an airpart?
Eric - that is exactly why I answered in the first place. I have an elderly father who lives out of state, and sometimes when I get a call from that area or an unknown number the worry in the back of my head makes me pick it up.
Ruth - those pics are some that I found several years ago, but I do fly and go to a lot of fly-ins. I usually fly a Cessna 172 but I'm working towards a taildragger right now! :)
Thanks again for all the comments everyone, and thanks for the feature! It's been a great year - Let's finish 2011 STRONG!!
It always amazes me how some people think we work all hours of the day! They would never call their doctor at home after hours but they sure will call us at 10pm on Saturday night when your out with friends or Sunday morning during church!
I agree with your explaination, BUT the beauty of America is if mystery man wants to be coaching people at midnight- go for it!
It took me a while to understand that not every real estate call is an emergency that needs to be dealt with immediately. My family time has benefited from this realization...and I am happier about it.
It's all a matter of how you approach business. I set hours when I will accept calls, and also when I will return calls. When I am with my family I do not answer calls. Business has its place in my life...it in not as important as family. Bill...there is no need to answer an irate customer's call..as a matter of principle, the mere fact that he is irate would disqualify him from even getting the chance to work with me.
As a broker, I noticed that the best long term agents set limits and had "You" time. Other agents sometimes out performed them for a short time but soon there were problems: illnesses, burn-out and so-forth. You only get one chance at life, you need to remember yourself, your family and your friends. Each agent should ask themselves, are you, your family and your life less important than your work?
I’M with you on this one. We need ME time. Period! Let the business be a slave to you and not you to the business. Enjoy
Bill,
Working 24-7 is actually very unproductive. You are busy all the time but interestingly enough, not really accomplishing your goals. Down time is a very important part of working hard and smart.
Caprice