Apr 10
19
Or it could be titled…
’How Much Money did You Leave on the Table this Weekend?’
Everything you read here is based on my personal opinion and not influenced by anyone. I am the author as well as the editor, so excuse some grammatical errors.
What you read here are my friendly advice and suggestions only. For your professional or personal satisfaction, I highly recommend that you verify everything first before taking my word. Thank you. Now on with the post….
The point of this exercise was not to disparage one agent from another, or even one office from another. I removed the names of the individuals, for legal reasons, and the fact is the ‘who’ here for our training purposes isn’t necessary. What is instructional is these were very real and randomly chosen open for inspections, and I wanted to comment on how we can improve our ‘front line’ service to the people who are effectively paying our wages, the clients.
Now, before you download this and analyse, I want to describe what I did, precisely, so you can judge for yourself how you might have fared with these criteria.
The ‘follow up call’ criteria (which by the way, by Monday 5pm, out of everyone studied only ONE even called) was this…
Full points – if they called by the end of the day my ‘guest’ visited the open
Half point – If they call by end of trade Monday (I understand we’re still not there yet at the time of this posting)
X – if they don’t follow up by Monday 5pm at all.
The other criteria requiring explanation is the ‘quality of take home material’ heading.
Full points if their material is – a full colour, glossy and presentable flyer or booklet AND/OR is bound so has a spine and can’t be easily discarded with all the other rubbish.
Half points if it’s a full colour, but obviously printed in the office on standard paper, and isn’t bad, but is still not quite of the quality a discerning seller might want representing their biggest asset
X – if it’s black and white, photocopied in the office, throw away as soon as you leave, rubbish.
That’s about it, the rest of the headings are self explanatory I hope.
This study is completely factual. The study was undertaken on April 17 in Brisbane. I have removed the names of the individual agents so as to avoid personal embarrassment, but seriously, the results here are not as good as they could be with a few minor tweaks and improvements.
Now, of course, my criteria might be different to other people and of course future sellers who visit your open house have their own criteria, but some of my recommendations for improvement might be food for thought for you who are reading this and want to improve.
I am putting a challenge out to all real estate agents, and I will be personally inviting these agents, who by the way, aren’t bad, this is the standard out there. Some of these agents, in fact, in many ways, are as good or better than some of their competitors. (Well, not the ones who just didn’t show up….Yes 2 out of 11 were complete no shows to an advertised Open House !!)
But I will be inviting these people to come to an event I am taking part in called
QREAS, the Real Estate Agents Summit.
click this link for more info. Because I PROMISE them, I can double their commissions if they spend just one hour with me. DOUBLE !!! AT LEAST !!!!
Ok, here’s the results. Comments welcomed from agents.
Mystery Shopper Results – click or download this file.
Note after the fact – I note on my secret shop that we had a no show (well I note we had two). I just spoke with one of the agents who wasn’t there at the advertised time, and he had on his records 2pm and the Courier Mail printed in the paper 1pm.
From the sounds of it, following the discussion, the agent seems very competent and it’s a shame a mistaken Courier Mail mix up was on the day I did my investigation. (Better it was me than a serious buyer or seller though)
Lesson here is – be brutally, brutally picky when it comes to proofing your ads and setting up ‘game day’ because if I was a future seller, that mix up could have potentially cost the agent in question a commission, potentially $10,000 +
An interview about this secret shop was played on the Radio – link is here -
http://glenntwiddle.com.au/blog/re-uncut-interview-with-kevin-turner/
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