Ozaukee & Washington County Wisconsin Real Estate

A couple of weeks ago I received a referral from a past customer who I had worked with in 2007 in their home search. She had a co-worker who was looking for her first home with her husband.

I contacted the prospective buyers, got some information about what they were looking for in a home, and started the search. Within a few days, we were off on our first tour.

It turned out to be a very successful day as there were three definite possibilities out of the eight or so homes we looked at. Although I didn’t say anything to them, I was pretty confident that one of those three in particular was “the one” for them. The second we stepped in the front door, he exclaimed, “This is my house!” and they both had that look on their face. You know the look–the “I found the one” look.

A couple days passed, and I received an email from Mrs. Buyer that they wanted to take another look at “that house” plus check out another one that they found in a nearby community. We stopped at the new listing first, and both seemed to like it, but the “I found the one” look didn’t come across either of their faces. And so it was on to “his house.”

When they stepped inside this time, Mr. Buyer said, “I don’t want to leave! This is my house!” The next day we wrote an offer – a secondary — and within 24 hours we had an accepted offer and were already in primary position.

For me, the pure joy and excitement on a first-time buyer’s face when they learn their offer has been accepted is one of the best things about being in this business. It erases in a split second any challenges from the past or present, and my buyers’ appreciation of the time and effort I put into my work is something I carry with me from that day forward.

How lucky am I to be a real estate agent…

One of the biggest challenges I encounter in my everyday business is perfecting the art of gaining buyer loyalty. I have been selling real estate for 7 years and am still taken aback when I receive an email or phone call from a buyer to whom I’ve been showing houses for several weeks (or months!) telling me they found a house, contacted the listing agent and now have an accepted offer! It’s an especially tough pill to swallow when, from my perspective, we had a great relationship.

This causes me to ask myself questions such as,

·         Could or should I have done something differently?

·         Did I misread our relationship?

·         Is customer loyalty a thing of the past?

In order to understand why customer loyalty is so important, I think it would be helpful to briefly explain the time and effort that is put into each transaction prior to closing.

Whether my relationship with a buyer begins at an open house, through a personal referral, or through my web site, the first question I ask them is whether they’ve been looking at houses and/or have a buyer agency agreement with another agent. If they answer “yes” to either question, I back off. Even if the buyer has been working with an agent without a buyer agency contract in place, I back off. Just as I wouldn’t want another agent to start working with one of my buyers, I choose to offer that same courtesy.

Once I’ve established that the buyer does not have a relationship with another agent, I ask questions about their situation:

·         Have you talked to a lender to get pre-approved?

·         What price range are you looking in?

·         Tell me about the house you’re looking for. How many bedrooms? How many baths? Any special features?

·         Do you prefer a newer home or an older home?

·         Is it okay if the house needs cosmetic or other updating?

·         Which communities are you considering?

·         Do you have a house to sell or are you currently renting?

·         What type of lease are you in?

·         What is your timeline for purchasing?

After gathering this information, I set up a search in the computer that corresponds with the buyer’s needs and wants. I run that search a few times each day, as new listings come up continuously, and forward data sheets for those homes that seem to meet my buyer’s needs.

When the buyer replies with a list of homes they want to see, I begin the process of mapping out, scheduling, and confirming those showings. I also print out data sheets for each of the homes we’ll be looking at so the buyer can take notes of the pros and cons of each. Following the “tour,” I contact the listing agent of each home to provide them feedback on the house so they can notify their sellers.

And so it continues until the buyer finds their perfect home and makes the decision to write an offer. After having an accepted offer in hand, I put time into attending the home inspection and negotiating any repairs resulting from it; maintaining contact with the buyer, their lender, the title company, and the seller’s agent; and attending closing. It isn’t until after the closing, that I receive compensation for my work.

My purpose here isn’t to toot either my own horn or that of other real estate agents for the time and effort we put into our work. Rather, it is to make you aware of our process and to ask for your consideration before deciding to contact a second agent if a relationship with another is already in place. It is, quite simply, to ask for buyers’ loyalty.  At the same time, I do believe loyalty is something we earn – not something that should just be given or assumed. And when it is earned, it is one of the best compliments I can receive.