3 things consumers can't stand about Realtors

May 25, 2010 | Posted by Carolyn Pikoulas
Most people who have bought or sold a home have had nothing but positive experiences working with Realtors. But we've all heard a story or two about folks who've had some pretty awful encounters, whether it's with the quality of customer service or the outcome of the transaction. Here are 3 of the most common things consumers complain about when dealing with Realtors:

Too much pressure
It's really no surprise that no one likes a pushy car salesman who gives the impression that he's only working on commission. It can feel like the Realtor doesn't have his client's interest at heart, as if to say, "What can I do to get you in this home today?" Most people start to panic when someone pressures them to buy or sell a big-ticket item. They don't want to jump the gun if there's any amount of uncertainty.

First-time homebuyers want help in choosing things like a mortgage company or home inspector. However, they don't want a Realtor who pushes his recommendation on them (making it seem like he has some sort of inside deal going on). Instead of giving a single recommendation, give your clients several to choose from.

Too little communication
Buyers and sellers are already on the edge of their seats making sure everything is going smoothly. They absolutely hate being out of the loop, whether the news is good or bad. They don't want to be forced to call the Realtor every time they're waiting for an answer.

Your current and past clients expect communication in all forms: e-mail, mobile texts, phone calls, and even direct mail. They expect to be asked lots of questions, so that the Realtor can truly get a good sense of their needs. They want him to learn about their lifestyle rather than how much square footage they need. There's nothing more annoying than wasting your weekend viewing homes that aren't a good match. It just makes the buyers feel like you're not listening (or not asking the right questions).

Too lazy
In an age where consumers have all the information they need at their fingertips (via the web), it's easy for them to feel like they're the ones doing all the work. They can locate any property listing, in the right neighborhood and price range. Even if they live out of town, they can find online communities to help them discover more about their desired location. They'll even do their own research on comparatives, legal issues, home inspections, and mortgage info. All this can make them feel like the Realtor isn't pulling his weight.

To avoid complaints, make sure your client's expectations are identified from the outset. Don't be afraid to ask your past clients for a review of your performance. You can't fix what you don't know.