I've been on the receiving end of some diligent follow-up for the past few weeks, and yesterday I experienced first hand the cross-over from FOLLOW-UP to HARASSMENT. It's a shame, really, because I am a prospective buyer and I respect/appreciate good follow-up. But there's such a thing as too much, too little and "just right."
For several months, I've been thinking of upgrading my Top Producer package to the Market Builder. That's their post card program that works in concert with their Market Snapshot, which I already have on my websites. The primary thing holding me back is that I haven't taken the time to work the math to confirm the cost factor is fair (I'm sure it is, but I don't make $1200 decisions without some due diligence), and I've been a little busy with all the the collateral "damage" that comes with changing to a different real estate company - Not to mention life itself and some income-producing business.
On the flip side, I did spend an afternoon assembling my list of 400 homes to receive the Market Builder quarterly mailing. You see, I'm moving at MY pace - apparently not the same as Tammy's (the diligent salesperson).
When I received that "one too many" inconvenient follow-up phone calls yesterday, Tammy lost me. I still expect to buy the Market Builder program when I get around to it, just not from her. I'm sure she felt she was doing her job, but her follow-up crossed over into harassment the moment she failed to graciously accept that
I was walking into a meeting and she kept talking.
This reminds me to re-examine my own follow-up to make sure it is exactly that - follow-up, and not harrassment. The last thing I want to do is too much or too little. It needs to be "just right" to be effective.
Copyright 2008. All rights reserved. Margaret Woda
Image: Istockphoto.com
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Margaret, I totally agree with you. Nothing turns me off more than some of these folks that call you the same time every day to sell their product. I know they are trying to do their jobs and since I am in sales I try to be respectful of their position, but some of them overstep their bounds.
You have to let your client know you are there for you but THEY have to set the pace and feel they are in control and not being bullied by a "sales person". We should be their advocates not worried about our numbers. By being an advocate our sales numbers will come.
Margaret, we follow up once with a phone call and then let consumers be. There is a fine line and being in the service industry we don't want to cross that line and turn people off.
This is one of my pet peeves as well. Some get it and others don't. It is the same way in Real Estate. You become to much of a salesperson and you can quickly lose business.
Margaret - just as Missy said, there is a fine line... I don't know how somebody actually buys anything from a pushy harassing sales person. Then again we have had clients ask us why we didn't call more frequently? Geez. And another clients said they will call us when they need us - which they did. And we DON'T call that frequently. ~Rita
I just heard of an experience where the loan officer was giving a potential client advice on what to put in a contract. Going overboard with follow ups and lost the client. They went to another LO.
Margaret, it drives me crazy when I say...I must go and they just keep talking like I have nothing better to do but sit there stressed. I am beginning to learn to just hang up. I worked with a Broker years ago that would simply say, "goodbye" and hang up. I always thought he was semi-rude as at times I would still be talking....but now I get it. Say goodbye Deb....Goodbye Deb.
Margret - when follow up becomes harassment is sometimes a very fine line ... being able to identify that line and not step over it is a real art.
Margaret - excellent point - I think we can all agree that there's a need to follow-up but there's also a way to go about it. There's a fine line and you have to know when to take a step back - if you've provided the information in a helpful and non threatening way - allow them to come to you. Thanks for the great reminder to think about how we can follow-up! ~Anne Marie
Margaret ~ You are so right about that! I have a very low tolerance for sales people who fail to listen. The same company you were working with did that to me, only I was writing a review for them and not looking to purchase. Instead of providing me with the facts the guy continued to pitch me. Pitch=pissing off.
What's so bad about listening to individual needs instead of acting like a sales driod?
kk
Hi Margaret,
Guess all of us have been there and most of us try diligently not to fall into their shoes. I know I try to be a welcome caller on the other end of that phone.
Many a pushy salesperson has lost my business because of just what you have sited.
Oh...I as SOOOOOOOOOO with you on this. I'm a gracious follow-upper...and I expect to be respected. I don't like pushy salespeople...PERIOD. That will turn me off so fast they will only see my dust as I exit. Great reminder to all of us. GBU~
I agree with you and most of the comments. There is, indeed, a fine line. Sometimes crossing the line is just the "timing" of the call. In this case, Tammy, didn't listen to you that it was the wrong time. Someone says they're "in the middle of something, late or about to go into a meeting or what ever," they don't have time to listen to any type of sales pitch. To me she jumped over the line at this point.
Connie, she was pushing it before yesterday... lol. You're right, though, that was the proverbial straw that broke the camel's back.
Elizabeth - I know how hard it is to walk that fine line because I have to do it myself. Hopefully I haven't lost too many prospects through over-agressive follow-up.
Hal - So true... I think one of the things that I do differently is ASK for their permission to call back and determine a convenient time.
Kristal - Big mistake. I can imagine that review was not as glowing as it might have been.
Anne Marie - I think one "key" to effective follow-up is to always offer something of value, even if its a link to a website that may interests them.
Kathy - You are right about that. It's so easy to blow it!
Deb - I know what you mean. I was forced to hang up on this person as I walked into the meeting, and I felt bad doing that - but she gave me no choice.
Sally - Don't you hate it when a lender interferes in our businss?
Rita - The difficult thing is that we all have a different threshold for when that line is crossed.
Bill - I don't know about you, but I try to bite my tongue and be more tolerant of salespeople, since I am one myself. But all that restraint results in a blow-up when I get pushed beyond too far.
Missy - I think that's probably "just right". I don't actually make a phone contact to anyone who comes through the contact page of my websites - I reply promptly by email, ask their permission to mail to them from time to time, and then start the drip email campaign. It's surprising how many of them call me, which I think is the more desirable way to initiate a conversation.
Audrey - YES, the buyer should set the pace, and the salesperson should follow...
Margaret- Being the overly nice (ha ha) person that I am I hate to hang up on soemone when they have called but these overly agressive sales people have unknowingly taught me the art of the hang up. At least we can thank them for that :)
Margaret-I have learned to make follow-up calls to the people I meet at my Open Houses. I HATE doing it; but that is what they ask me to do so I do it. I am often hesitant when I am talking to them because, like you, I hate people who call and harrass me, so I would not want to do that to anyone. I think the receiver of my calls can feel my hesitation. There is a fine line between persistence and harrassment. I wonder if I will ever feel comfortable making calls to people.....
Thanks for the post
Emily - The secret, I think, if you're meeting them at an Open House, is to ask their permission to call them. Then there's nothing to be timid about.
Martha - Yes, we do have to hang up sometimes, even if it's against our nature - like yesterday, as I was walking into Forms Committee. LOL.
Good point, Margaret, Thanks! Emily
Hi Margaret...That is precisely why I have never been and never will be a pushy, forceful agent. I react so negatively to it when applied to me that there is no way I can do it to someone else.
Good for you.
Kate
It's a good reminder for all of us I suppose - I know that type and I don't think I'm one - but I'll watch it as well. Thanks for the reminder!
Margaret, I'm sure you went overboard in your patience with this person. Nice reminder for a 'self check.' I don't think any of us want to be perceived as 'crossing the line' in follow ups. By the way, I took your advice on the unwanted faxes and unplugged the machine. You're right, usually you know when someone is going to be faxing something important.
I agree and I wouldn't want to handle my business that way. I try to treat people the way I want to be treated.
I'm with you on this one Margaret. I just hang up on people that don't bother to say, "can you talk now?" or "are you with people?"
Margaret, My tactic is to follow up relentlessly until I have beaten them into submission :)
OK not really. I do most of my communications and follow up via email. I send emails out every couple of weeks unless they tell me to quit.
Margaret, Good post. I have been on the receiving end a few times and am careful when I follow up because I follow the Golden Rule.
Karen - I am quite sure she was just trying to be diligent, and I did even ask her to call me back a week after our first conversation. The problem is that a caller will probably catch a busy person in the middle of something - and she did. A follow-up email would have been better because I could have read it when I had time. I think this is another lesson du jour.
Charlie - Really, I want to buy this product! I'm interested! But maybe I'll try out the newest AR product, if they'll have me... it might be an alternative.
Marcia - Since Tammy was following up with me about a product I did express interest in, I don't know that she's "that type" - more like overly-helpful. And who knows where that line is, since it's different with everyone?
Kate - I'm with you, but the drip email campaign is a great compromise. I went to a Michael Russert 2-hour presentation at a RE/MAX Convention, and agreed with his whole program on this... then I went home and completely re-wrote my TP drip email campaign for prospective buyers to be less frequent AND to include something of value in each contact. Prospects have responded favorably to that until recently... when the market tanked. LOL.
Emily - How's it going, as a new part-time agent? Are you busy building infrastructure and getting training? If so, you'll be ready to roll when things turn around.
Margaret, I can't understand why some salespeople can't take no for an answer. The worst is when 5 different people from the same company call you over a span of just a couple of weeks. I guess they don't communicate with each other. Talk about harrassment.
In our own businesses, we need to be careful not to cross the line from follow-up to harassment and let the consumers define the frequency and mode of communication with which they are comfortable.
Margret - I'm with you on this one ... 100%!
Personally, when I call a client (or another agent), I ask, "Is this a good time for you?" If they say no, then I wait and call back. If they say yes, then we continue with our call.
Works every time - I don't care what you are following up on.
Margaret - This is an excellent point to make about followup and customer service. You know it's coming when someone does not respond to your response and starts talking faster and louder...next!
Nothing turns me off more than an over anxious salesperson. Those days are gone as far as I'm concerned.
The way that I see it is that if you are going to be "following up" you should have some new information to share.
There is a reason why the person has not made a decision in the first place, they don't have enough information.
Just following up and annoying somebody without providing new information is a waste.
Great info here! Thanks!
My constant struggle as a Realtor. .
to follow up enough that I will be in front of them when they make that decision. .
without annoying the hell out of them!
great stuff -- nice to see that others have the same struggles -- thanks JE
Margaret,
My sympathies to you. They drive me crazy too.
At first I thought you were going to say this was Centralized Showing Service! LOL I've had several agents that tell me the feedback emails and calls they get from CSS are very iritating and annoying and border on harrasment too.
Maybe it's too early to ask, but how do you like Long and Foster so far?
I too am guilty of this with some of my clients. I think the first thing to be asked when calling someone is, "DO YOU HAVE A COUPLE OF MINUTES? or ARE YOU BUSY? or CAN YOU TALK RIGHT NOW?"
Thanks for the reminder...
P.S. WELCOME TO LONG AND FOSTER! I HOPE YOU ENJOY YOUR STAY HERE LIKE I HAVE!
Hi Margaret. There is definitely a fine line between just enough and too much. And we must respect other people's busy lives. I have never met anyone that likes a pushy salesman. Thanks for the post!
Hi Margaret,
Their is a fine line and finding that balance is important for anyone in sales to be successful. Good reminder! :)
Margaret - you raise a good point. Seems to be that TAmmy needs to listen to the cues she is getting, rather than contuing to push. I admisre good follow-up as much as the next person, but resent, adn resist more, when pushed like you have been. A good lesson for all of us to keep in mind to make sure we are not being perceived similarly.
Jeff
Well, you can at least give her points for consistent prospecting!!! How many buyers and sellers are really gonna buy or sell and they only get ONE call from an agent. At least you remembered her name right! That means she was at the top of your mind. Besides, you can accomplish the same objective without spending $1200. Just create a postcard template, upload it to QuantumDigital.com and sign up for a scheduled mailing, and you can be in charge of mailing the cards automatically. I'm doing this for two neighborhoods and it's not costing me $1200!
I agree about follow up. I use Market Builder and so far it has been a great tool. Moving on to another sales rep might be your answer.
Good Luck
Rich
Charlotte NC
That's salespeople some salespeople for you. I get calls just about every week from someone trying to sell me some kind of lead generation product that will assure me that I will get many leads. I get leads on my website weekly. I need home buyers and sellers-something they can't give me. I feel your pain Margaret. Great post.
I am puzzle how does one decide where is middle ground when it comes to following up with prospects. Would two calls be too few or five calls too many?
Margaret,
You are right - there is a line where follow-up can be a little more intense and crosses that line. Follow-up is a key to success in sales but we all need to remind ourselves not to cross the line. I will schedule follow-up calls a few days away, a week or even more. Or just send an email as a softer follow-up. Great post and a great reminder to us all !
with prospects you need to be a bit more patient as consumers are aware that there is not (for the most part) the sense of urgency that we as sales people may imply in our excitement
We deal almost exclusively with internet leads, and considering our prospects sign up with us, along with half a dozen other Realtors, followup is paramount if we're going to differentiate ourselves. I agree - it's a fine line.
We have to constantly remind ourselves that we're following up to help our prospects, and if we do a good job at that "making a sale" becomes a nice little side-effect.
Margaret - I completely agree with you about being over-solicited. It happens so much in this business. I use Top Producer and had Market Builder but did not continue it because I had very few responses for the amount of money I was spending. I may use it again in the future, because it is so automated and I don't have to think about it. Let me know your feedback!
Good reminder, Margaret. I too have been on the receiving end of such harassment. True they do just think they're doing their job but come on. Be patient and the business will come.
I'm also very cautious when I call potential leads or even my current buyer clients. I don't ever want to sound like a pushy salesperson, because I am the farthest thing from that -- I just want to let them know that I'm available to answer questions and that I'm ready when they are to meet and/or submit an offer. There is SUCH a fine line from persistence to harassment -- I just hope I'm not one who ever crosses the line!
Thanks for the wonderful post...
Margaret-So many of the customers I've encountered have had this same experience with other realtors. They are so afraid that I'm going to hound them to death that they don't want to even have a conversation with me. I was called on one of my listings the other day by someone driving by. She asked to see the home and I obliged. Seriously, she did not want to tell me her name, where she was from or just about anything else concerning her needs. She was worried that I would "take hold" and never let her go. I too make one return phone call or email and if the customer doesn't respond I let it go.
Today's savvy buyer (of any service) does not want to deal with obnoxious sales tatics. IF you use them, expect to find yourself in Tammy's shoes!
Margaret - People act and react for a reason and it is usually has nothing to so with the obvious - Ever ask why this gal was harassing you? Or better ti have some fun say "Obviously there is reason for you to be pressuring me . . . Do you mind if I ask what that is?" (smiling big) Perhaps she is paid on commission and really needs the sale to feed her family and pay the bills - i would imagine that this is the underling reason anyone comes across as pushy. If her business was providing an abundance of new clients, she would have probably backed off quite eliquantly !!!
Hey has anyone told you that you resenble Laura Bush! - That was my first thought when I saw your photo - Please do not take me wrong, I am simply trying to provide a lighter prospective. Thanks for the great post.
Margaret, good sound advice. One should always respect the person on the other side and listen..."going into a meeting," "not a good time right now," and take heed. If the caller is not listening there could be devastating repercussions as a result. Your example with Tammy is an excellent example of NOT listening which will cost her in the end.
We all need to take the time to LISTEN.
Margaret-So many of the customers I've encountered have had this same experience with other realtors. They are so afraid that I'm going to hound them to death that they don't want to even have a conversation with me. I was called on one of my listings the other day by someone driving by. She asked to see the home and I obliged. Seriously, she did not want to tell me her name, where she was from or just about anything else concerning her needs. She was worried that I would "take hold" and never let her go. I too make one return phone call or email and if the customer doesn't respond I let it go. (sorry for the re-blog, i forgot to log in first)
Margaret, I am totally with you on the frustrationsof pushy sales people. I try not to be an overly aggressive follow-upper myself. I've had this similar scenario with a new phone system for the office and I'm ready to keep what I hate as the company I was thinking of working with won't give me space to breathe little less do the math!
Following up with clients and potential customers is an art form that begins with the ears, Listen to the person you are following up with.
Pushy sales people annoy me....I have that often when I go furniture shopping...people following me around the store...sorry...I'll find you when I'm ready to look. And I think many buyers are the same way now that they have the internet so we need to walk that fine line of follow up so as not to push them away.
Oh, yes, so true. A good reminder to sometimes ‘cool it.;
A few years ago I joined a fitness club, actually took advantage of a 30-visit free trial, or something like that. Every time I would see my ‘trainer' while making the rounds of the exercise stations she would ask me if I was going to join. This question got asked of me at least 5 times per visit. Drove me nuts! I think I quit before my number of free visits were up.
Sarah Rummage
Sarah@Nashville-Homebuyer.com
Margaret ~ What a great point. I have often worried that I may be "annoying" to my clients with my follow-ups. I have also had a LO over-step his boundries and had to remind him of this duties and let me do mine.
Thanks for the post!
Vanessa
Margaret- That is too bad. When I call my clients I always start off with "Hi Sally this is Skye do you have a moment" or "Is now and okay time to talk". This lets me know right away and if it is not I ask them to call me or send me a quick email of a time that is good for them.
Hi MArgaret, Knowing when you are about to cross that line is the real trick. Of course, it varies for each agent and each client but experience does help.
Margaret, I know the sister to Tammi! - Isn't it unbelievable how some sales reps are? They must be under a ton of pressure. I had one this week that spoke to me for 6 straight minutes without even letting me have a word. No engagement so I thought it would be funny to time her. When she was done I told her I would have to research the product. She said ok - and then good bye. She hasn't become harassing yet - but it sure was annoying not being asked for my time!
Margaret -
The threshold of "harassment" is different for every one of us. My system typically includes three follow up phone calls, before I stick strictly to email and snail mail follow up.
For some, however, even ONE call is too much - they really don't have the courage to tell you initially they are not interested, but seem quite peeved when you follow up to chedk on them.
The successful sales person soon masters the nuance - but never gives up following up.
The key here, however, is to SEGMENT your database into Super Hot, Hot, Warm, and Cold (Delete) - and create a DIFFERENT FOLLOW UP SYSTEM FOR EACH GROUP.
Please call or write if you'd like to discuss further - anytime! It seems to work for me and my Team.
DEAN & DEAN'S TEAM CHICAGO
This is probably a result of the salesperson following a script so closely to the detriment of not listening to the client. One reason I prefer email to the phone is that it's less intrusive and allows recipients to reply when it's convenient for them.
Great information here. I enjoyed reading your post
Thanks
Don
Margaret: No kidding! Well, he lost the client...I didn't :)
Margaret - there are several programs out there for real estate like that...a little too overzealous. They feel since they are selling to salespeople that they need to be at the top of their game...but this lady was obviously at the top, took one step too far and fell off the other side! LOL
Pushy people, for me, get me going. I have been having pushy people call me about getting my real estate business listed on search engines at the top. I politely said no thank you and the rudeness of the desperate seller came out and said, "Oh, Okay, so you DON"T want to make more money in real estate, oh I get it." Jerk.
Margaret- That's a good example of how you can look desparate in sales. Persistance is good, but stepping into annoyance is not. I wonder if "Tammy" is young and hasn't been shown a proper method for listening to what her prospects are telling her and respecting what they say. Could be she's just being directed to call, call, call.
Okay, I MUST thank you for your comments. This is clearly a topic that lots of people can identify with, both on the receiving and sending end. I hope the real estate rookies will take some time to read all these comments - there's a lot of good advice here from many people.
I have found that listening to people is the best way to become a consultant rather than a pushy salesperson. Some people would like to receive a monthly e-Newsletter, while others have too much email already and would prefer that I call them again in 6 months. Like you, if a salesperson doesn't listen to what I say, I don't buy from them.
I've found works for me is expressing to my clients that I understand that each client is different in the amount of contact that want or need to have with their agent. I ask them if they want daily or weekly email updates, I ask them if they would like me to subscribe the to my monthly newsletter and I ask them up front to either call or send me an email if the information and follow up is become a little to overwhelming. Giving them an out up front increases the chance that you won't unknowingly push them too hard and cause them to walk away.
Shame on Tami. She switched from PULL advertising to PUSH advertising and PUSHED herself right off your list.
Hello;
I think its tough all over. People are trying to earn a paycheck. Im not pushy and if someone doesnt fit into something, i would certainly want them to walk away...i never push...i would never want people to say i should have listened to .....
Anyway., i use top marketer and i must say i have NEVER received one lead from the market snapshot and i put it on ALL correspondance! im a little disappointed. I think its great for drip email campaigns. I really expected leads from it.
Dave Sulvetta REALTOR-Associate
Cell 856 889-8163
Century 21 Hearst
Camden County NJ Realtor, Camden County Real Estate, Gloucester County Realtor, Gloucester County Real Estate, Burlington County Real Estate
http://www.davesulvetta.com
http://www.camdencountyrealestatenews.com
email; dave@davesulvetta.com
Know YOUR Market-Market Snapshot www.davesulvetta.com/market_snap.htm
Margaret- OMG, I sooo agree with you. After reading your post this morning, I received an obnoxious call which prompted a post from me that refers back to your post.
Margaret-Unfortunately this happens way too often. I was just recently in a situation where I was in need of an easy to use a at home mail card service to send cards and "touch" my clients, family, friends and Real Estate partners...you know to follow up. So I asked a family friend, who's a longtime Realtor, if he knew of a product that fit that description. He referred me to one of the top sales professionals in his field. He told me, "I'm #8 in the Country I'm the best there is...I've sold this product for blah blah years and this many clients blah blah blah". He literally talked me out of purchasing the product I really needed for my business. He lost his commission and I ended up purchasing the product Send Out Cards from a less experienced more likable sales person. The #1 key rule in sales is that, "...people buy from someone they like." There's always a way around someone whose pushy! For more information on this wonderful product... lmk "I promise to harass anyone whose interested." :-) Derrick
derrick@handhomeloans.com
http://www.handhomeloans.com
Amen! You don't want to be one of those voices that make people cringe.
Margaret,
I logged out, and was headed to bed when I saw your post, and just had to comment. Many sales folk in a down market are being told by their sales managers that they're not agressive enough. (I used to be a National Sales Manager for an international firm, so I have to plead mea culpa.)
The best marketing in a down market is relationship marketing. The focus is on that first word "Relationship." I've learned to ask "Is this a convenient time, or should I call back later?" when I call a client or prospective client.
Congrats on the feature!
I agree. When I tell someone to send me an email and I'll review it and pointedly tell them not to keep calling me, those people cross the line in courtesy. I am actually quite easy to do business with. Answer my questions, respond using the method that I prefer, and I'll gladly spend my money with you when it is time. ~ Evelyn
Just a note on TP market builder postcards... We use them and I just added more to our mail list. It's working great for us. Thought I'd pass that on.
Amber
Margaret~ It can be difficult sometimes to find that fine line. BUT, if we listen to the clues and think about what the client is saying, we can actually figure it out! If someone pressures me, I simply won't buy it from them, even if it is something I want. I too, would just go find someone else that is less intrusive and more thoughtful.
My husband always uses this phrase, she had you then she lost you... This lady lost you. I know, its hard to draw the line, Sometimes people in my office call me a pain in the... but they laugh since my listings are the ones that are selling.
Wow- I just got slammed by justlisted .com. they wouldnt let me off the phone... And i am interested in their service, just not right now...(i kind of see what you mean now)
Hi Margaret, I'm just getting back to AR after a great family reunion/birthday party/thanksgiving... and found your post. Great topic. My 2 cents? It's impossible to know. I've had folks on the same follow up plans and get from one cudos and negs from the other... so I do what feels right for me. May not be for everyone but I'm comfortable with my "plans/campaigns".
On other note - keep me posted on how you find the market builder. We started market snapshot a few months ago and today I sat in on an advanced TP course. Great stuff. great stuff indeed!
P.S - Tim Winters - my rep never hounds me! He's great.
Margaret, I agree 100%. The ones that drive me nuts are the seemingly thousands of SEO companies that can put my site on the first page of Google... I have heard that "sell" so often I can do it in my sleep, and yeah, I can never get them off the phone. Hopefully, (I know I have) we all learn how do deal with our calling better.
Margaret, You nailed it. So many times people run when you say your in real estate as any form of sales comes with that kind of stigma due in large from "sales people" like her. There is a big difference between marketing and harassment.
Hi Margaret, I agree with you, sometimes it's just too much. I use this service to control and minimize phone harassment, just put the number in the bin! :
https://www.viviphone.com