Realtors' Round-the-Clock Expectations

Hola! In this week's letter, I explore the myth of Realtors working around the clock and shed light on the unrealistic expectations placed on them by both their profession and clients.

time

In the realm of real estate, there's an unspoken understanding, a silent covenant that seems to guide our profession. We've all signed up for it, like a secret pact among agents, aimed at having each other's backs. Our shared aspiration is to deliver outstanding service, not just to earn commissions, but to be celebrated for the extraordinary experiences we create. If you delve into the mission statements of over half the realtors out there, you'll discover the resounding theme of "exceptional service" proudly proclaimed.

But what does exceptional service mean in today's fast-paced world? It hinges on time. In this era of instant gratification and perpetual connectivity, being available 24/7 has become the hallmark of exceptional service. We've devised countless strategies, from chatbots and templated emails to automated voice messages and productivity tools, all in an attempt to stretch time beyond its limits to fulfill an often unattainable mission statement. Yes, even ChatGPT is part of this race against the clock.

And so, we resort to deception.

We fabricate stories about time.

We create alternate realities about our whereabouts.

We deceive both our peers and our clients.

And most notably, we deceive ourselves.

I learned long ago that time is the most valuable currency in life. I learned that in order to truly serve our clients, we first have to truly serve and nurture ourselves. Just as the flight attendants instruct you to secure your own oxygen mask before helping others, the same principle applies to business. Safeguarding your time benefits your clients and equips you to provide better service. Real estate transactions are emotional journeys, not just transactions involving a brick and mortar “product”. They deal with memories, dreams, anxieties, and emotions—demanding a vast reservoir of skills and emotional resilience. You need moments of respite and opportunities to recharge, not only to address your own life but also to be there for multiple families simultaneously.

I remember my early years in the industry when I was advised to set my voicemail to: "I'm currently in the field showing properties and will return calls between 4-6 p.m." I followed that advice for years, perpetually showing properties—or so my voicemail suggested. Looking back, it appears absurd and a lie.

Upon becoming a broker, I understood that balance is the cornerstone of exceptional service. I safeguard the time my employees and Real Estate agents need to perform at their best.

A few years ago, one of my associates participated in the Falmouth Road Race on a Sunday. I received an irate call from another broker who couldn't fathom why our agent hadn't returned her calls despite her persistent efforts. I explained that it was our associate's day off, a day spent with her family participating in a race. The other broker was appalled, exclaiming, "What kind of brokerage are you running? Real estate is a 24/7 endeavor!" I replied, "The kind that respects and values time, which allows us to maintain a healthy balance, ultimately making us better professionals for our clients."

Let's put an end to the madness and embrace the wisdom of setting boundaries and managing expectations—so we no longer need to resort to lies

What does honesty look and sound like in the world of real estate? It begins with open and transparent communication:

**Dear Mr. and Mrs. Seller/Buyer,**

I am committed to servicing you in a way that not only translates into outstanding financial results but also provides efficient and concise deliverables promptly. I will bring a positive attitude and energy to the table, especially in moments when you need it most. My hours of operation are as follows, and you can expect regular updates from me x times per week. In case of emergencies, you can always reach out via text!

**Dear fellow Realtor,**

I am dedicated to co-brokering this transaction in a professional and seamless manner, going above and beyond to ensure a favorable outcome for both parties. My team and I are available during the hours of x and x. In our effort to shift away from the 24/7 mentality that permeates our industry, we also respect your time off. Please let us know your preferred communication methods and cutoff times, and we will gladly accommodate them.

I genuinely think that when we adhere to our core values and steer clear of deceit, we can organically attract clients and real estate professionals who resonate with our principles. Setting expectations is key. Doing business with like-minded individuals fosters a happier, healthier, and ultimately more prosperous partnership for everyone involved. Wouldn't it be great to have more like-minded individuals in our lives, don't you think?

It's time to give yourself permission to be okay with not having a career or business that operates 24/7. Recognize that by doing so, you're not diluting the quality of the time you give; instead, you're enhancing the service you provide. Remember, in this profession, the value of your service isn't measured by the clock but by the genuine care and dedication you offer to your clients and colleagues. 

Stop wearing 24/7 as a badge of honor, when to wear it you have to lie.

Honesty over 24/7 availability is good for the soul and good for business.

Love,

S~