Agents have traditionally worked very long hours. But are you now finding it almost literally impossible to switch off with the 24/7 demands of today’s consumer?
Do you and your colleagues feel under pressure to deliver an instant response to an inquiry, even if it comes in on a Sunday afternoon?
And how much, or little, of your interaction is now done face to face?
These were just some of the questions discussed in a round table debate, hosted by software supplier VTUK and chaired by EAT’s Rosalind Renshaw, which was attended by some remarkably forward-thinking (and hard-working) agents.
One firm said it offers special weekend remuneration packages. Another said that 24/7 society does cause staff stress.
See the full report of the round table in today’s blogs section – and please feel free to contribute to the debate.
Comments
Didn't and don't the best agents always work remote? ie Phone?
If you sat and waited for face to face you were stuffed and like fools today who think web sites ,actually sell houses.
The expectation is very much set when you choose which estate agency model you are going to operate.
Your clients will then adopt your operating habits - If you run a High Street office, your clients will expect "office" hours. If you run an online or hybrid model, your clients will expect a different type of communication and possibly "extended" hours.
We even receive inquiries via Facebook which have, believe it not, led to us doing business!
Like I said before, what works for the individual...
The majority of our interaction with clients, both buyers and sellers is now done remotely.
We of course meet a seller at valuation and take on, but from then on, it is rare for them to come into the office. Contact with them is mainly phone, and in some cases email.
Buyers can of course conduct their property search at their leisure, and I've always held the view that you won't loose a serious buyer if the can't contact you at 4.00pm on a Sunday afternoon. Perhaps that in itself helps to weed out some of the less serious buyers. People do not, after all expect to be able to contact their solicitor, or have their car serviced on a Sunday.
It is a very small proportion of our buyers who's initial contact is a visit to the office.
If there is pressure to be available 24/7, that pressure comes from within. The corporate culture piles enormous pressure to 'perform' on their staff, and that same pressure has also led to a dramatic decline in standards in the industry.
Prefer the electronic way.
The only people who come in our office to browse are nutters....or old....or both. Large overlap on the Venn.
Hmmm....Why do we have an office?
Great effort Michael and it is clear to see why you are doing so well.
Good luck for what is left of 2013!
We play it by ear. Generally closed Sundays & Bank Holidays but we will make appointments on those days where it seems worthwhile, but will rarely be available to take calls on those days. We will work after hours frequently, and will escort viewings at short notice if the vendors agree .... and that is important to viewers.
I have accompanied viewings after 10 PM on a Friday (sale then agreed) and have had London buyers home to lunch on a Sunday after a viewing rather than have them discover no local country pubs open for new sittings at 2:30 PM ! (sale agreed there too).
We also open for a few hours each day between Xmas & NYE but then I think that most do.
A great example of how it works for some and not for others...
We do not operate from a High Street office so we are almost always open and my operational costs are always the same!
You obviously have a well established brand in your area?
It looks great by the way!
As I said - works for some...
Have a great week CM!
We've never worked Sundays or Bank Holidays and are very successful not doing so. Every agent I speak to who works or has worked a Sunday says it's a waste of time. Maybe 1 instruction every now and then makes some agents think it's worth it. But have they counted up the money spent on overheads to create that 1 appointment? We can all advertise in every newspaper in the area and gain some business from it but is it profitable? We see agents in our area opening Sundays but they're not attracting the level of business we are....
Very good for a Monday morning - have a great one!
Alas... when is "the end of the day"? #ironiccliche
We are happy to deal with inquiries out of normal office hours and we promote 7 days a week between 8am and 8pm.
It works for us but I fully appreciate how it can be a problem for other brands.
Having said that, mobile communication and services such as eReceptionist make it very easy now to route calls to mobile numbers when out of the office.
We have won instructions (from buyers with a house to sell) by dealing with viewing requests on a Sunday or late in the evening and as we are a new start business you can see why we are happy to do so.
It's choice at the end of the day...