BrokerBryant.com: Making The Appointment. The First Step To Success

Making The Appointment. The First Step To Success

Be a championHi folks. How do handle a home owner who phones in asking for a price analysis and in the same breath mentions she is NOT going to use a REALTOR®? Do you help them out? Or not?

I know there are many agents who wouldn't. Usually it's because "My time is valuable"

Aren't we in the business of helping people out? Personally I spend a lot of time and money to make the phone ring. In fact, the only reason I advertise is to get folks to contact me. I just don't understand blowing them off when they contact us with out at least taking the time to see if we can help.

Here's a better idea for you.

There is a sequence of events that needs to happen in order to be a successful salesperson.

  1. Get the consumer to contact you.
  2. Make the appointment.
  3. Qualify the prospect.
  4. Meet face to face.
  5. Build trust.
  6. Pitch your product.
  7. Close the deal.

This post is about making the appointment. I can't count how many times I have had folks call me, that started out with attitudes, that ended up being long time customer/clients. In fact, it's been my experience that the most difficult people turn out to be the best customer/clients. It's certainly worth your time to meet with them.

Trust me when I say they will remember you and send you business even if you aren't able to help them out right away. What difference does it make if they don't use your services until 5 years later? Are you going some where? Is real estate just a temporary job or are you in it to build a lasting business? Goodwill goes a long way my friends. And all it costs is a little time and some common courtesy.

So next time your phone rings try this:

"Can you come over and tell us how much our house is worth? We won't be hiring a rea-la-tor but we need this information."

  • Well sure....I can do that. I'm in your area on Tuesday. Would 10:00 or 2:00 be better?

"How much do you charge? We're not paying more than y%."

  • I'm not cheap but I'm sure we can work something out. How about I stop by tomorrow at 10:00 to check out your house. We'll talk about my fee then. First, let's see what we need to do to get your house sold. OK? What's better for you 10:00 or 2:00?

"I'm not listing with you tomorrow. We have 2 other agents coming over before we decide if we want to use a agent."

  • That's excellent! You should get several opinions. I actually have a waiting list of folks wanting to list with me but can squeeze you in on Wednesday at 12:00. Is that OK or would 2:00 Thursday be better for you?

"Our last agent never called and never returned our calls. All you rea-la-tors care about is making money! I'm not signing anything for more than 30 days!!!"

  • Sounds like you had a bad experience. If it helps I can't get rea-la-tors to return my phone calls either! Anyway...we can't change the past so let's work on the future....getting your house sold. How about tomorrow at 10:00?

I could go on and on but I'm sure you get my point. Make the appointment. Here's another tip. I make the appointment then I hang up. I call back to qualify the property and the prospect. I can always cancel the appointment if I feel it's not going to work. I do this because my only initial goal is to make the appointment. I don't want to get them off track, by asking too many qualifying questions, before I have a commitment to meet. Make sense?

Of course, if you have business out the ying yang already, then by all means, do what works for you. Me.....I think I'll help them. How about you?

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***I am NOT an Attorney nor do I play one on TV. Click the button below for my Bio.

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 Tutas Towne Realty, Inc handles Florida real estate sales, Florida short sales, Florida strategic short sales, Florida pre-foreclosure sales, Florida foreclosures in Kissimmee Florida Short Sales, Davenport Florida Short Sales, Haines City Florida Short Sales, Poinciana Florida Short Sales, Solivita Florida Short Sales,  Orlando Florida Short Sales, Celebration Florida Short Sales, Windermere Florida Short Sales. Serving all of Polk, Osceola and Orange Counties Florida. Florida Short Sale Broker. Short Sale Florida.

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Comment balloon 57 commentsBryant Tutas • February 10 2011 07:48AM

Comments

I agree completely.  I can't remember how many times I've sent comps for a community to a home owner who said they were going to try to sell themselves and just wanted to know how to price it.  I'm sending them public information that, if they knew where to look, could easily get the info themselves but don't know where to begin.  They begin with that web site that turns up when they go to Google to see what's for sale in their area and they run into me.  After all, that was my plan.

More likely than not, they'll call back and, because I was helpful, ask about listing their property for sale.  I make a referral to a good listing agent in their area.

TOTOH, when a home buyer calls me for advice or information about homes for sale, financing, etc., but says they are working with a buyer's agent, I send them to their agent for advice and information. 

 

Posted by Lenn Harley, Real Estate Broker - Virginia & Maryland (Lenn Harley, Homefinders.com, MD & VA Homes and Real Estate) over 7 years ago

Hi Broker Bryant - Many people simply need to understand the value of a good REALTOR®.  Getting the opportunity to attend an appointment allows you to address the issue.

Posted by FN LN over 7 years ago

Work with the client I know I don't have listing coming out of my backside.  I like your post thanks

Posted by James Dray, Exceptional Agents, Outstanding Results (Fathom Realty AR LLC) over 7 years ago

Bryant, excellent post!  I love the thought you expressed so well in that we spend so much time, money, energy to get our telephone to ring, why not go to the next step?   Good points!

Posted by Michael Jacobs, Los Angeles Pasadena Area Real Estate 818.516.4393 (Coldwell Banker Residential Brokerage) over 7 years ago

I am always willing to help because you never know what may come down the pipeline. Becuae I ain't like all those rea-la-tors!

Posted by Gary L. Waters Broker Associate, Bucci Realty, Fifteen Years Experience in Brevard County (Bucci Realty, Inc.) over 7 years ago

BB,

Get the appointment, get the appointment.  I refuse to send anything more complex than an MLS listing or two before I meet the people.  Only exception is for long-distance folks who are buying a small vacation condo sight unseen!

Posted by Irene Kennedy Realtor® in Northwestern NJ (Weichert) over 7 years ago

BB, You've got the conversion to appointment down pat! Excellent suggestions.

Posted by Liz and Bill Spear, RE/MAX Elite Warren County OH (Cincinnati/Dayton) (RE/MAX Elite 513.520.5305 www.LizTour.com) over 7 years ago

Love the script/ conversation to the point but still validates their concerns.  No wonder you get the appointments.

Posted by Kim Boekholder Utah Real Estate, Broker, Results Real Estate (Results Real Estate 801.580.5624) over 7 years ago

The appointment is the thing. Without that, you're just in chat mode.

Posted by Glenn Roberts (Retired) over 7 years ago

Anyone who ask for advice from a Real Estate Agent, has already indicated that they need an Agent. They are a potential client and in need of an appointment. It's about them ~ how I feel is irrelevant. I like your scripts.

Posted by Larry O'Sullivan over 7 years ago

Excellent tips.  I like how you turn the conversation around and spin it in a positive manner.  Thanks for the reminder that the goal of a phone call or email is to lead to an appointment.

Posted by Rob Arnold, Metro Orlando Full Service - Investor Friendly & F (Sand Dollar Realty Group, Inc.) over 7 years ago

Great post. Love your scripts. We are in the business of helping people. Goodwill does go a long way. There is always the chance that the prospective seller was secretly trying to prequalify realtors?????

Posted by Les & Sarah Oswald, Broker, Realtor and Investor (Realty One Group) over 7 years ago

It takes work/muscle to be a great REALTOR.

Posted by Les & Sarah Oswald, Broker, Realtor and Investor (Realty One Group) over 7 years ago

Bryant - good points all of them.  And you are right......sometimes the people who seem to have an attitude at first turn out to be some of the nicest people and the best clients who will send you additional business.  But.....as you say......you will never get that far if you don't make the effort to  help them first.

Posted by Tony Morganti, CRS, ABR - Cuyahoga Falls, Stow (RE/MAX Crossroads in Cuyahoga Falls and Stow, Ohio) over 7 years ago

Our last agent never called and never returned our calls. All you rea-la-tors care about is making money! I'm not signing anything for more than 30 days!!!"

  • Sounds like you had a bad experience. 1) If it helps I can't get rea-la-tors to return my phone calls either! Anyway...we can't change the past so let's work on the future....2) getting your house sold. How about tomorrow at 10:00?

Love this response BB!  You did something so basic, but something that most people fail to do:

  1. Immediately make yourself a team (there's US and them) 
  2. Get to the bones of what they really want

It goes a long way!  Great job! 

Posted by Andi Grant, Helping 1st time buyers and home sellers in LA! (310-508-4354 | FirstTimeHomeBuyerRealEstate.com) over 7 years ago

You're absolutely right. Get the appointment. Do what you need to do when you get there, ya never know where it will lead.

Posted by Eric Michael, Metro Detroit Real Estate Professional 734.564.1519 (Remerica Integrity, Realtors®, Northville, MI) over 7 years ago

Great Post..Just get in the door and meet them.  Meeting folks is what pays our bills!!!!

Posted by Beth Atalay, Cam Realty of Clermont FL (Cam Realty and Property Management) over 7 years ago

Yes!!! Just last month I did an analysis because the homeowners needed one. I couldn't believe it but they went to hand me a check afterwards! I declined it. Didn't even look at it. From speaking with them, I found that they are in financial debt. Both lost their jobs. Not sure if they will do a short sale or let it go to foreclosure. Yes, I told them the differences. How in the world could I have taken any money from them? No way. They were so appreciative that they took a bunch of my business cards. Either way, it pays just to help someone out and not expect anything in return.

Posted by Jackie Connelly-Fornuff, "Moving at The Speed of YOU!" (Douglas Elliman Real Estate in Babylon NY) over 7 years ago

Good content!  Making the appointment and performing at the appointment is really all the sales that "real estate salespeople" do.  If we think we are skilled in the sales area, then it should be no problem to change a potential client's mind about not using a professional.  Also, we spend countless dollars and hours on advertising just hoping somebody will call.  It is just unprofessional to not even try to help at that point.

Posted by Brek Schutten (Keller Williams Realty) over 7 years ago

Absolutely help them out!  A lot of the time those "attitudes" are from bad experiences from other

"real-la-tors"  and this could be a start to turn attitude to gratitude!


Posted by Diane Lipps, Broker "Lake Ray Hubbard Real Estate" (DA Rock of Homes - Broker/Owner/REALTOR (469-879-1301)) over 7 years ago

I agree Bryan.  Help people.  That's the bottom line.  It all comes back to you in the end.  Plus, it just feels better than being an a-hole.  Good post and best of luck to you.

Posted by Jerry Murphy, CRS, SRES, Anthem, Phoenix, and Scottsdale AZ Real Estate (Long Realty West Valley) over 7 years ago

HElping people........that's what we do!   Thanks, I enjoyed the read and have bookmarked it.

 

Patricia/Seacoast NH & ME

Posted by Patricia Aulson, Realtor - Portsmouth NH Homes-Hampton NH Homes (BERKSHIRE HATHAWAY HOME SERVICES Verani Realty NH Real Estate ) over 7 years ago

Bryant, I'd pay good money to shadow you for a week.  I bet I'd learn more than taking a high-priced coaching seminar.  I like how you are never aggressive or push, just positive and helpful in a way that always moves the ball forward.  If I had half your sales skills, I'd be making twice as much money.

Posted by Gail Robinson, CRS, GRI, e-PRO Fairfield County, CT (William Raveis Real Estate) over 7 years ago

I second Gail's motion, Bryant. I am looking forward to the next lesson...I hope it's forthcoming soon...

Posted by William James Walton Sr., Greater Waterbury Real Estate (WEICHERT, REALTORS® - Briotti Group) over 7 years ago

Absolutely wonderful blog Bryant,  I've been saying this to my agents recently in training and you spell it out so easy here.  I'm printing this for all of them to read.  Thanks!

Posted by Ricki Eichler McCallum, Broker,GRI,ABR, - Your Coastal Bend Home Source (CastNet Realty) over 7 years ago

This is great info.  My first broker always said to get the appointment and see what happens next. 

Posted by MeLisa Minter, Realtor, Taylor Lake Village Real Estate Broker (RE/MAX Space Center) over 7 years ago

Years later, people I went to Xerox sales school with still joke about "my pen or Tuesday?", code for "alternative closes" of "would you like to use my pen or yours to sign the order" and "would you like the copier delivered next Tuesday or Thursday?". Thanks for the post, it made me smile.

Posted by Leslie Ebersole, I help brokers build businesses they love. (Swanepoel T3 Group) over 7 years ago

Great Post Thanks

Posted by Brenda Kinder over 7 years ago

We are ambassadors for our profession. We don't need to be pushovers, but I think with some patience and diplomacy most of the people with a loud bark are often exposed as having less bite and a willingness to work with us ONCE WE PROVE we are worth engaging. 

Posted by J. Philip Faranda, Broker-Owner (J. Philip Faranda (J. Philip R.E. LLC) Westchester County NY) over 7 years ago

I agree 100%.  It seems that the most difficult clients become the most loyal clients.  Right out of school, I got a job selling credit card terminals and the sales manager used to always say "the only thing you sell over the phone is the appointment".  It sure makes things easier when you simplify it like this.


Great post!

Posted by Clayton Bonjean, Broker - Destin - Sandestin - 30A Real Estate (Mainsail Realty Company) over 7 years ago

Just get the foot in the door and try to let them know you are there to help them get their problem solved. After all getting their home sold is the problem they want to solve and they need help otherwise they would not of called.

Posted by John Poulsen, John (Century 21 AllPoints) over 7 years ago

You are right to the point! This principle of un-linear giving is a king of the success. You make an appointment, you give someting of value to your potential client or referrer, and you eventually get it back - not necessarily from the person to whom you give:))

Excellent post, BB!

Posted by Svetlana Stolyarova, Local-n-Global Realty, Broker 216-548-4663 (Local-n-Global Realty, Cleveland and International Real Estate Solution) over 7 years ago

Bryan,  This is a good reminder and good scripts.  We are all about helping the people.  Some are maybe afraid to "use" us because of a bad past experience. 

Posted by Joan Valverde, GRI,CDPE,CNE,MRP,SRES Colo Sprgs, Blk Forest, Monu (Synergy Realty Group Inc) over 7 years ago

I follow your advice. My phone doesn't ring enough anyways.........

Posted by Wayne B. Pruner, Tigard Oregon Homes for Sale, Realtor, GRI (Oregon First) over 7 years ago

Bryan:

I agree, its good policy to meet with people who profess that they will not be using a Realtor.  If you are helpful and offer them information they need without strings attached they will appreciate it.  And when they can't sell their house themselves, they'll come back to you to list it. 

Posted by Evelyn Kennedy, Alameda, Real Estate, Alameda, CA (Alain Pinel Realtors) over 7 years ago

Love it BB! This is a superb post. I totally agree with you! Make the appointment.

Posted by Vickie Nagy, Vickie Jean the Palm Springs Condo Queen (Coldwell Banker Residential Real Estate) over 7 years ago

I'm always happy to set an appointment.  Face to face just goes farther.

And, as always, you've provided great suggestions and dialogue.

Posted by Christine Donovan, Broker/Attorney 714-319-9751 DRE01267479 - Costa M (Donovan Blatt Realty) over 7 years ago

Well I'm sure it's no surprise that I agree with you. :)  You can't sell yourself if you never even meet them. Building for the future....

Posted by Nathan Tutas, Your Central Florida Real Estate Expert (Tutas Towne Realty, Inc.) over 7 years ago

A customer request is an opportunty to shine. . it never should be missed

Posted by Fernando Herboso - Broker for Maxus Realty Group, 301-246-0001 Serving Maryland, DC and Northern VA (Maxus Realty Group - Broker 301-246-0001) over 7 years ago

Great post.  

Getting face to face is key!

Not every appointment leads to a listing. But my attitude is that an increasing number of them do!

Posted by Jim Gilbert, The Gold Homes Team (Keller Williams Fairfax Gateway) over 7 years ago

I had to click on a title like "Making the appointment..."

It takes a lot of work - and activerain blogging - just to get the consumer to call so that you can start with step one. Great advice on how to be persistent and professional on the phone.

Posted by Mark R. Westpfahl e-PRO® (CNE), e-PRO® CNE® REALTOR® Minnesota Real Estate Broker (Vexillum Realty - St. Paul , Minneapolis and suburbs) over 7 years ago

Hello Bryant.  I Totaley AGREE with you.. My  Mission is to make the  appointment to visit them & to give them what they ask for...My Moto is " Your income is direct perportion to the amount of service you give, if you want to make more money, than just serve more people. 

Posted by Joe Perrone (Coldwell Banker Residential Brokerage) over 7 years ago

If I cannot get a client to meet with me, then I just move on. The odds of them calling and working with me when they are not willing to committ 30 minutes of their time are slim to none.

 

Posted by Michael Simcock, Elk Grove, CA Realtor 916 425-1084 (Coldwell Banker (Elk Grove, CA)) over 7 years ago

BB - Great scripts. It's all about getting the appointment. Great picture ;p

Posted by Robert Schwabe, Orange Park Real Estate (EXP Realty) over 7 years ago

Now that is one sexy pin-up photo... does it also come in poster size for the bedroom wall??  :-)

Posted by Barbara-Jo Roberts Berberi, MA, PSA, TRC - Greater Clearwater Florida Residential Real Estate Professional, Palm Harbor, Dunedin, Clearwater, Safety Harbor (Charles Rutenberg Realty) over 7 years ago

There is something here that sounds familiar..and I love it.   '' I actually have a waiting list of folks wanting to list with me....''

Were we separated at birth.

All the best to and TLW.

Margaret

Posted by Margaret Rome, Baltimore Maryland, Sell Your Home With Margaret Rome ( HomeRome Realty 410-530-2400) over 7 years ago

Margaret. I'm pretty sure I got that line from you. I LOVE it!!!

Barbara Jo. Maybe you are on to something there:)

Posted by Bryant Tutas, Selling Florida one home at a time (Tutas Towne Realty, Inc and Garden Views Realty, LLC) over 7 years ago

Great scripts and advice.  You just made me a client of yours and I am not even selling, lol :)!  

Posted by Brenda Mullen, Your San Antonio TX Real Estate Agent!! (RE/MAX Access) over 7 years ago

BB ~ Great Post as usual.  Some most agents would not get the appointment out of fear of not getting the listing.  I use that line also and I got it right out of Margaret's book.  We don't get many calls from people not wanting to list but it does seem like I have to overcome objections all the time.  Each listing is unique in its own way and I learn from them all.  Even our front office lady says I get the weirdest listings and have had some of the hardest closing but they all come together out of diligents and willingness to help folks.  

Posted by June Tassillo, Let me help you with the next phase of your life! (Owner/Broker RE/MAX Elite Realty) over 7 years ago

Broker Bryant,

Video Comment

It's like the kid who decides to run away.  Help him out and send him on his way.  Very quickly he will want to come back home.

Posted by Tim Maitski, Truth, Excellence and a Good Deal (Atlanta Communities Real Estate Brokerage) over 7 years ago

That's awesome Tim!! Love the video comment. I think you just gave me a new toy to play with. This would be great in your emails. But I'm sure you know that already. Thanks!!

Posted by Bryant Tutas, Selling Florida one home at a time (Tutas Towne Realty, Inc and Garden Views Realty, LLC) over 7 years ago

sometimes its the client's cliche to see if he can hook a realtor...so I believe giving your time to any person asking for help will be a great way to "sell'' yourself =)

thanks for the post!

Posted by James Harner, James Harner Group - Philadelphia PA Real Estate (Considering Selling Your Home? Call 610-310-7646 first) over 7 years ago

Dang, missed this post, guess I was over on the "face".

I help them all.

I get requests all the time for CMA's. I send them one, and ask to get together so I can give them an exact price after they review the file.

 

Posted by Missy Caulk, Savvy Realtor - Ann Arbor Real Estate (Missy Caulk TEAM) over 7 years ago

Thanks for sharing your dialog.  Often it's difficult to shift gears from a negative call.  Now I have the words.

Posted by Janet McCarthy, Realtor - San Diego (RE/MAX Solutions) over 7 years ago

BB- I'm glad I came across this post today.  Great tips for getting that appointment, thanks! So many of the sellers I've worked with lately are calling from and live out of state.  I'll be better prepared for the next "local seller"

Posted by Mary Douglas, REALTOR, Red Feather Lakes, Colorado (United Country Ponderosa Realty, Red Feather Lakes, Colorado) over 7 years ago

I knocked the doors and they were not interested to know how much they could get from their home. What should I say? I said you didn't have to sell. But just set up an appointment to meet...

Posted by Jane Chen (Re/Max Realtron Realty Inc.,Brokerage) about 7 years ago

How can I get an appointment when I knock on the door? I knock doors every day, but every time, there were only 2 or 5 people open the door. How can I get an appointment? If I say, we offer free home estimation, they said, "we are not selling, so, we don't need it." Then, they will say, "Thank you for your offer." What can I say?

Posted by Jane Chen (Re/Max Realtron Realty Inc.,Brokerage) about 7 years ago

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