Let me set the stage...
Last week I was in Arizona speaking at the Tucson Festival of Books, and afterwards visiting my sister who lives there. On Sunday, we went to a Cactus League game and then to an art show. I'd forgotten to eat and we'd been out and about since mid-morning, so by the time we were heading home, this little introvert was hungry and pretty much out of social steam.
We stopped off at an open house in my sister's neighborhood. Cool, said Jennifer. I'm always up for a little real estate, even if I am ready for a nap.
Oh, my heavens. If you ever need a lesson on what NOT to do to your Open House visitors, just go visit one of, um... okay, I won't name names, but one of this gal's opens...
I don't remember paying extra, but we got the full-on, deluxe guided tour. I mean - we saw everything that house had to offer. And it was a big house. We watched as the agent demonstrated how the custom window coverings opened and closed. Not just one, but all six! Wow - push a button and the shade goes up. Push it again and it comes down. On all six windows! Amazing.
In case we missed the custom columns in the dining room, she pointed those out to us (twice). Same with the travertine floors, which are, she reminded us, very easy to keep clean. She described in detail how the seller would agree to provide a landscaping allowance in case we didn't fully appreciate his taste in pool decor (even explained how the credit would appear on our closing statement). We learned how the grassy area of the yard was perfect for kids or pets. How, from this angle over here, there was an amazing view.
Returning back inside, we were shown the guest rooms with the spacious closets. In case we missed it (or didn't know enough to care about) the HVAC unit, she pointed it out to us. (Later, she showed us the second one). As we were touring the master suite, we were assured that the home included a home warranty, that the agent had negotiated a special deal with her title company (so title insurance would be very reasonable) and how her preferred lender would pay for our appraisal.
My gas tank was below empty at this point. I was literally stumbling along behind my much-more-polite sister, who managed to keep a smile on her face and a running appreciative commentary on all the features. She must have received the telepathic messages I was sending her to PLEASE not introduce me as Jennifer Allan, author of Sell with Soul because I was decidedly NOT at my most impressive!
When we were finally allowed to leave, we managed to keep quiet until we got to the safety of the car... where we both exploded with "That was the WORST..."
And here's the thing. Aside from the fact that we probably don't care much about the HVAC system and can see the dining room columns without help, the agent didn't show ANY interest whatsoever in us - our wants, needs, interests or motivation. No attempt to build rapport. Just a determination to do her full sales-pitch, whether or not that sales-pitch was appropriate given the audience.
Hey, I used to think I was the world's worst open-house-giver. But now, I'm not so sure...
Stay tuned for "The Worst Emailed Sales-Pitch I've Ever Gotten!" coming soon...
A perfect example of what I tell agents when they ask "what should I say" and my answer is always, "as little as possible".
The key is listening.
How can one know what to say until one has listened??
Jennifer, thanks for sharing. I could put myself in your shoes. It makes you wonder "WHAT ARE PEOPLE THINKING". Sometimes we are our own worst enemy.
Shut mouth, open ears, a lesson the agent might need to learn.
Good morning Jennifer,
I must have stopped at the same open house!! I've seen agents spend so much time on the house giving their pitch they never discovered who they were giving it to! You are so right. Having an open house is the time to meet buyers and learn something about them and and their needs. I always feel as I'm building rapport as they ask a quetion I get to ask a question and we both get what we are looking for! Great post..then there are those agents who sit at the table with their lap top and make no effort other than to say hi!
Good Example of agents that can talk a Dog off a Meat Truck! This is par for the course!
Hi Jennifer, I will remember this post every time I do an open house. We've learned in this business, you can't "sell" a house anyway; houses sell themselves. That agent must have been exhausted by the end of the day with nothing to show for it. ~Lisa
Jennifer, data overload kills sales. All of that stuff should be reserved for a 2nd showing once the buyer determines that the place feels like home. What a waste!
I think you've found a new definition for the term "over-zealous"!
Jennifer,
We're better off using our sensory organs in the proportions they were given. Listen twice as much as speak.
Rich
Jennifer, I have been to open houses like that! I hope you finally got something to eat!
A house will sell to the buyer that wants it. Maybe she likes to hear herself talk? I always keep the buyers in mind when they come to my open houses. I listen to what they are looking for and offer to assist them. Most times it works out.
Good point..spend your time showing interest in your client and not showing off your knowledge...I catch myself cutting off people so I can have my say..very wrong.
Jennifer:
Poor lady. It sounds as though she was hard at work but spinning her wheels. The best thing to do with buyers at an open house is to just let them drink it in by themselves. People are much more comfortable if they are not being chased around.
Maybe she had not had anyone in the house, and was anxious to talk with someone?? LOL
Jennifer....
Over zealous sellers make this mistake often, but an agent should know better. People know what they are looking for in a house, and agents should treat them as grown-ups!
Claudette - Yes, I did feel a little sorry for her. And I agree that she must have been exhausted if she'd been giving this tour all day long! Can you imagine?!
Pat - It's easy to do... but once it's DONE to you, you realize pretty quickly how ineffective it is.
Jackie - Seems as if it should be common sense, doesn't it?
Jen - Yes, I did! I think I inhaled half a can of nuts when we got home!
Rich - Indeed!!!
Richard - She was indeed enthusiastic, for sure. Unfortunately, it came across as desperate.
J.P. Can you imagine having her as a buyer agent and suffering through 6 or 7 of these tours every time you go out? Maybe it's a tactic to get buyers to buy ASAP!
Frank - LOL!
Dorie - I confess I'm tempted to do the laptop thing... I'm SO the opposite of this gal and I'm not saying that's a good thing.
Cindy - Yeah... but somehow I don't think that's gonna happen anytime soon...
Lisa - I wondered if maybe she was trying to impress us since we did manage to mention we lived in the neighborhood... but no, I think she was just fascinated by her own voice.
Lenn - GREAT advice!!!! I tell agents the same thing when they go on listing appointments...
Joan - Maybe! But jeez...
Richard - You are so right - it DID feel a bit like we were being treated as children!
Good Morning Jennifer,
For years and years I've experienced the same thing in different Sales venues. Some sales people just don't know, or just don't care! They are just driven, albeit possibly in the wrong direction.
I'm sure we have all experienced "In your Face", sales people. I know I hate them! And I recognize that one of the best techniques in sale is to show Value and benefits of the product.
However it goes without saying that these sales people need additional guidance in the sales approach.
Yes, greet the client immediately, preferably with a smile and an initial verbal greeting, welcoming them to whatever(Home, store, car lot, etc.), and thanking them for their visit.
Give them some key points of major interest that they should see, possibly show them a couple points while they are viewing, and then let them wonder and discover other benefits on their own. Try to stay within ear shot, so you can converse with them if they have a question?
And when they are ready to ask questions be prepared with the answers. This is an excellent time to ask them questions, because they have opened the door for you. As always try to uncover the hidden motivations by asking relevant questions?
In my opinion, it's always better to listen! But I've learned that I don't Sell, I suggest! and 98% of the time it draws them back to me. It gives me aura of being the go to person. Obviously I'm not pushy! But I do know how to subliminally sell.
Jennifer you didn't mention this in your story! Did the agent present any local information, ie/taxes, other similar listings, schools, neighborhoods, local attractions? Did she present any take home information in a packet? That was a huge mistake! if she didn't.
Oh well, maybe she will read this on Active Rain?
People are hesitant enough walking into an open house, because they don't want to be sold. I am sure for a buyer, this would have been their worst nightmare come true.
At least you were kind. Everyone is carrying something, and it sounds like she was working very hard and doing what she thought was best. I hope she doesn't read this post.
Jenn - She sure sounded very enthusiastic and motivated to sell that house. You've gotta give her some credit. Maybe it was secretly her house?
If she knew only 7% of the time an open house will sell it, maybe she would have spent more time asking you and your sister questions. Hopefully she learns quickly its more of a lead generation source..
Lenn's comment is perfect. You should be listening. The house will speak for itself. If it's the ultimate in luxury, people will see that, and if it's a dump, they will see that too.
Brian - So true. And some of the things she pointed out were sort of obstacles and when she tried to make them seem like benefits, it detracted even more from her credibility.
Christopher - It wasn't her house, but it did almost seem as if there was some sort of ulterior motive to all the enthusiasm... maybe the listing was expiring that day?
Jane - I agree - She's not a member of AR, and I made this members only... and changed some of the identifying details... but if anyone sees themselves in this post... well... that's out of my control!
Jenna - YOu're right. If I ever saw her name on an open house sign again, I certainly wouldn't go in!
Martin - Actually, she did give us a whole package of information when we left. Which, frankly, I felt was a waste of money - we didn't need a flyer about her lender, or the home warranty or her title company, and probably not about the house either. She didn't ask us if wanted the package(s) - she shoved it into our hands... and it went straight into the trash when we got home.
Wow, that's a shame...what a bore huh? If people are interested in all of that stuff, they'll ask about it! Some agents have to realize that you're grown ups! She must be new in the business...lol
Thanks for making this a members only post.
I think that that agent was VERY bored and just wanted to keep you and your sister there with here as long as possible. But she should have at least asked you what you were looking for, or if you were in the market for a house in that neighborhood, or SOMETHING.
You should have gone to in-n-out burger ... we don't have those here where I live.
Having said that perhaps a letter to this agent that you may never see again is warranted. I know that I have done things "the wrong way in the past" and had no one to lend a word of encouragement. Granted a letter will take considerable effort and may not be accepted, and a letter would have to be crafted "with an encouraging spin" and after all of that effort may be rebufed, but look at the bright side ... you could repost a follow up later.
Thanks for helping us all to think about how we relate to others.
Scott
Wow, the complete opposite of an open house I went to at The Villages earlier in the week. The two sales agents just stood staring at us, chomping on their gum or eating (whatever they were doing, it wasn't appropriate) and joking around with each other. I would have at least appreciated a "hello"...maybe even a tour of the HVAC system!
Jan
Wow, the complete opposite of an open house I went to at The Villages earlier in the week. The two sales agents just stood staring at us, chomping on their gum or eating (whatever they were doing, it wasn't appropriate) and joking around with each other. I would have at least appreciated a "hello"...maybe even a tour of the HVAC system!
Jan
That's funny right there I don't care who you are. Listening to the buyers wants and needs is numero uno, ask simple direct questions and wait for an answer.
A little privacy can go a long way. I find it awkward about how much to show too in Open Houses. Thank God I dont do them anymore.
A little privacy can go a long way. I find it awkward about how much to show too in Open Houses. Thank God I dont do them anymore.
A little privacy can go a long way. I find it awkward about how much to show too in Open Houses. Thank God I dont do them anymore.
That's funny but at least she was enthusiatic about the property. There's something to be said for that...
Hey, at least she was enthusiastic? Poor girl.
Jennifer - no lesson? Hah. The lesson is not to try and SELL your visitors, and LISTEN adn PAY ATTENTION to their needs, not yours. I would have said something. Your sarcasm was wonderful.
Can you imagine working with this agent as as buyer?
Jeff
Funny in a bad way. When I had retail stores beofr I entered real estate in 1989 I used to tell my saelmen, engage the public not with cliches are overbearing interest, but with trying to find out what is important to them in their lives. If they were into cars then you have something they can relate too with is analogous to the product you are selling. They came in becasue you are the expert, they need to have it put in their own language. I would also ask this realtor, what was the purchase of this control freak guided tour, to make you feel better about yourself, or to sell the house for your client?
There's a difference between an Open House and an Open Mouth. One invites buyers in, the other drives buyers out.
Am I the only one who's under the impression that most people go to open houses because they're trying to avoid the "hard sell"? At least you had something to laugh about with your sister until you were able to get some food!
Jennifer, I am an agent that has to work on not talking to much. I now introduce myself, ask the client to sign-in, offer them a hand out and then ask if they would like me to accompany them on their tour of the home. If not, I tell them I will be available for any questions and let them go on their own. I feel comfortable with this approach and when they do have a question I make every effort to listen and provide a specific answer when possible. By the way, thanks for the lesson.
Good Example of agents that can talk a Dog off a Meat Truck!
lol
Frustrating I'm sure...
WOW I feel really bad for you that you had to go through that. I am sure everyone had the exact impression as soon as they got to the car!
www.DesertMountainHomesOnline.com
Like Lenn and Jeff and others - LISTEN. Wonder if that agent had stayed up all night practicing her pitch? That is so - what era 70s? 80s? Certainly not today's real estate.
Didn't ask you any questions huh? What a shame, as I'm sure the "gal" could have learned much from you.
Jennifer,
Listening is though for some people. It is a skill and a necessary one for agents and for everyone as a matter of fact who is around people. All the best,
Great story, we are proud of you for not giving the agent a mouth full at the open house. ( smile) I know it was very annoying to have her showing off the house the way you described. You showed amazing restraint.
National Open House day is coming in April. A lesson to be learned for those who choose to waste a weekend !!
Obviously she didn't ask your name or what your interests are or any of the wopen questions. Then she might have realized that your not actually looking to buy anything. I particularly like pointing out the kitchen. Just in case the prospect has never seen one.
I wonder if you were the only one to show up, and she was over compensating?
By the way, did you see the columns in the dining room?
It is a fine line. You can't say too much, but you can't say too little. Experience helps. Maybe drop the agent a line with some constructive feedback. Obviously, she isn't lazy. That is typically a problem. We can always use high energy people, we just need to help them channel it correctly.
Hi Jennifer, To me, the cardinal sin was that the agent had no interest in you ( buyer ) ! Amazing.
Jennifer,
Guess I hadn't really thought of this before...but you are right....boy am I relieved that I spend the time listening and engaging in conversation to answer qustions....
I think there were plenty of lessons in your story! And you illustrated them perfectly!
Wow...I got tired and exasperated just reading that. ~ Doug
One thing I learned from being a guide in an historic home, use the Socratic approach. Ask questions. That way it is about them, not you.
Doug - LOL! I was kinda tired writing it!
Peggy - Thanks! I struggled writing it - I didn't want to sound like a b!tch, but wanted to get my point across...
Lori - Even if you were to err on the side of talking too much, I doubt you would have gone to this extreme. I've never seen anything like it.
Bill - that amazed me, too. We were, actually just nosy neighbors, which we sorta told her upfront, but that didn't make a difference in the pitch.
Kyle - GREAT point!!! She was certainly energetic!
Rob - Oh, no, I missed those! Shoot, if I'd seen them, I might have bought the house! (actually, they were rather poorly done)
I like to give buyers there space. If someone is interested they will let you know :0)
Ross - Yes, I always appreciate the "And here is the kitchen" comment...
Sanna - oooooooooh.....
Dinah - I probably wouldn't have dreamed of saying anything, but I'm sure my feelings were all over my face. I'm terrible at keeping my expression under control.
Tammy - I dunno - I'm not much good at open houses either, but I definitely don't err on the side of being too aggressive.
Frank & Sharon - Maybe she did... but she could use some more practice (or less?)
Carmen - I think you're right - my sister is much more outgoing than I am and she was blown away.
George - Glad it was helpful!
Rockin' Kim - GREAT point!!!!! You're so right!
Joe - Y'know - I'll bet she feels she does a great open house!
Jeff - No, I can't. I think that would be unbelievably awful...
The sad thing is that agent will not change if it is not pointed out to her what she is doing wrong. Havning said that I probably wouldnt have said anything to her either ;)
JA, I hope there was at least some light classical music in the background and a bit of cinnamon warming and wafting pleasant smells from the kitchen. So glad you survived, thank you!
I guess she really needed the sale? I am not a huge fan of open houses myself.
Hi Jennifer - Thank you for sharing! I hold open houses for my listings on a regular basis and always kept the introduction and tour simple. I welcome people in, introduce myself, hand them a flyer and give them a quick 15 second blurb about the property and invite them to look around. They know where I am if they have questions, and the usually do. I don't believe in the attack and sell at these opens but more about marketing the property and getting as many people to come by. The last thing people want to feel is the pressure.
Hi Jennifer, What a terrible Realtor! I like to let the buyers have their space at an open house and then ask them about their needs, if they're working with a Realtor already, etc.
Sounds like a terrible experience, and it reminds me of some listing agents that call me (when I'm the buyer's agent) and try to "sell" me on the features of the home. They can go on and on!
Now, I'm wondering why you didn't say something to her. I would probably at least have dropped out early, and said that I had to leave. But, I will now start saying to people "we saw the first blind working, we don't need to see all six". Actually, I'd probably just start walking in a different direction than she was leading or I'd walk away when she started demonstrating the nth blind or the HVAC.
Not my approach, but give the lady a break. She's just working hard to make a sale in the limited time she has with the visitor. Matter of fact, I'd assert that many who attempt to build instant rapport with the prospect and defer to their objections are more interested in cultivating a new client than in selling the property. It is a well known "secret" that the biggest upside potential of the open house is to troll for new business, rather than focus exclusively on the task and client in hand (seller). While this agent's methods were a bit extreme, I do compliment her ability to discern the stated purpose of the open house from her own opportunity. High pressure sales are annoying to many, but when interacting with the general public in a limited engagement window, some prefer to rush through the selling points rather than focusing on the customer's needs. Dubious to my way of thinking, but who is to say it's the patently wrong approach? The customer is not a client, so the objective (if truly upholding your fiduciary obligation to the seller) is to sell the house. It's easy to belittle those who practice in a manner not in strict accordance with our own. Further, if there were a hidden camera somewhere in the home, my hunch is that the seller would much more appreciate the hyper aggressive approach to the laconic (or even engaged, but not touting every great featured of the home) approach. Right or wrong, assertiveness was probably high on the seller's priority list in their selection of representation. We all have different personalities and methodologies, and we are hired accordingly. To declare one approach superior or inferior is simply hubris.
I'd be curious to know how sale percentages (of the specific house being held open) by agents who take the more relaxed approach with their open houses compares with the more aggressive types. Conversion rates aren't great statistically as a whole, so I highly doubt one group has a great deal more success than the other. Again, not talking about picking up new clients, but selling the property in which the agent and client are standing. I'm of the laidback variety, and my clients appreciate my approach to sales. Those who want an agent that foams at the mouth to get a sale, however, will not find my representation completely adequate. That does not make them, or their choice in agent, wrong. Just different.
Different strokes for different folks.
At least the home owner wasn't present!
Lol, what a day for you. It would be even funnier if she commented on your blog.
That is so sad! I don't think this gal will be around much longer if that is how she approaches a prospect. The first thing I learned about sales was to listen before you talk and to find out about the prospects needs and preferences. Otherwise you're just running your mouth. It sounded like a nice house though ;-)
Jennifer - I have recently had a a seller's agent do the same thing to me with my buyer, and it was so un-necessary and so over the top. In fact, I called when scheduling, and if the parents of my buyers were there, we didn't need the guided tour.
Sharon - Don't you hate that? I've had to make that call before, too.
Green Mountain - Actually... an interesting wrinkle - the seller WAS home. It was late in the day, so either he came home early or was there the whole time, so I wondered if this was the rationale behind her over-the-top sales pitch. Might have been, but I got the feeling that this WAS her standard pitch, although perhaps she ramped it up a bit for the seller's benefit.
Paul - I appreciate your comments and insights! And in theory, I agree with most of them. I'm a big believer that an open house should be held primarily to sell the house with any prospecting efforts a distant second. That said, her technique was simply poor salesmanship in my opinion. She gets an A for effort, but a much lower score for execution...
Jill - Besides the fact that I was exhausted and hardly appeared to be anyone she'd have any interest in hearing an opinion from (!), I don't think it would ever occur to me to comment on her style. Perhaps if I had a buyer with me, I might work up the nerve to tell her to back off, but probably not.
Sounds more like Vanna White than a realtor.....
You are wrong about one thing - there is indeed a real lesson to be learned here as all the comments show. That agent was only selling, not listening, and the two have to work together.
Building the relationship and letting the person know that you care about them (while still remembering that you reprsent the seller) is most important. Once the potential buyers feels you care about their needs they are more likely to trust you. I try to never be a "sales person". I actually get a little offended when/if it takes too long to get a client to understand that I am not a "sales person" but an advocate/advisor for them.
She highlighted EVERYTHING about the home. Maybe she was very proud of her listing. You never know.
Is that the "devil is the details" saying. Maybe I know what it means now?
Ouch! The is a point that is reached when being too polite will kill you. Sometime, people are afraid of not hearing their own voice!
Maybe she is giving 100% of her open house effort. Maybe she is a rookie that is still learning. Does open house still sell the house these day?
I think the real lesson is that it is more about getting to know the consumer's wants and needs and then catering your salesmanship to meet your consumer.
Jennifer,
I asked my 20 year old nephew why people "hate" Realtors. His reply to me was, "everyone hates salesmen because they pay more attention to the commission than the customer". This lady sounds like she was a full on salesperson. Thanks for the tip of how not to hold an open.
Have a great day
Leander
Oh my...I think there's a clone of that same agent here in Texas and probably around the world. As I read your blog...I actually got knots in my stomach. Crum...if we get knots in our stomach as realtors...what in the WORLD would prospects feel. Do you ever wonder if some folks need the "come to Jesus" meeting where they tell them..."hey...maybe this profession isn't for you...have you thought about selling Sham-WOW's?
Great post.
Maybe this was her first open house! We probably ALL were a bit over zealous when we started!
I like to give folks a little breathing room at an open house, maybe wait for a question or two then engage them.
Haahahahah! As I was reading this I was wanting to shout "Shut up already!!. I can only imagine how you held back from saying it :-))
OMG! I feel your pain. Last weekend I was showing studios to a first-time buyer. In my market the listing agent generally shows the property. Well, my buyer and I painfully listened to a similar inch-by-inch explanation of probably 450SF. Neither of us could wait to get out of there. What are these agents thinking? There reaches a point when you don't even hear them anymore because you are focused on how to escape.
Great blog, Jennifer.
Sandra - OMG I feel YOUR pain... in that kind of market, it would seem even more important for a listing agent to perfect that fine line between being helpful and annoying.
Kris- I did have that "I'm going to scream if I don't get out of here" feeling!
Claire - the thing is - and not to knock this agent around too badly - I really think she thought she was doing a good job. Heck, she probably teaches classes about holding effective open houses! So... would the Come to Jesus meeting dissuade her? Probably not.
Jennifer, WOW! The first thing that I learned is sales is that it's ALL about the customer and not about you. It appears that this agent did not go thru selling 101 . My favorite part of the story was when she actually showed you and your sister ALL 6 windows going up and down. Thanks for sharing:)
God gave us 1 mouth and 2 ears so we can listen twice as much as we talk.
Was she new to the business? Of maybe a former builder who knew buildings better than she knew people. One mouth, 2 ears, for a reason! Thanks for the funny story today!
I think this is what is meant by "overkill". She definitely needs to learn to ASK questions and LISTEN to the answers. Thanks for a good story and an important reminder for all of us!
Jennifer:
I giggled when I read this. Do you think it is possible that no one ever told her what NOT to do at an open house?
Jennifer I think Kim's comment (#38) sums it up very succinctly "There's a difference between an Open House and an Open Mouth. One invites buyers in, the other drives buyers out".
Are you sure she was even agent? Haha. I enjoyed the post. Have a great weekend!
I hope you'll remember me if you learn of anyone moving to "The OC" and I will do the same!
Best regards,
Michael Caruso, Broker ABR ABRM CRB CRS GREEN GRI
2007 President, Orange County Association of Realtors
Thanks for the posting. It always helps to reminded of what NOT to do. Sometimes too much information in the wrong hands can be dangerous!
I think that it's great that the agent had a lot of knowledge about the home, but probably would have been best if the agent interacted with the clients more on a personal level trying to include them on this knowledge and discover their needs, so that the prospects felt important--building that rapport is critical.
Jennifer, what a frustrating situation but it makes for a great story! I could feel your pain throut the the entire tour just by reading about it! Hopefully she does not take this approach with each home she shows her own buyers because it would take a looooong time to look at a few homes! I hope someone gives her advice on holding open houses. Maybe you could send her a copy of your book! Thanks for sharing!
Jennifer,
I think that any agent that has been in this business for along time has encountered an over active agent during an open house. I have also been in the opposite situation, in which the agent is completely ignoring you and has no knowledge what so ever about the property. Maybe you should send her your book with a little note offering her a few words of wisdom.
Jennifer - what are people thinking? That is the problem...THEY DON'T!
Funny I thouht, that you survived this on empty stomach and then got the indigestion gratis...LOL...
With smiles,
Bo in Yukon
Pretty funny but I have to say that i have no problem ending a "presentation" loke this after a few minutes...especially if I am HUNGRY! ;-)
Be it right or wrong, I rarely give the guided tour of the home. I prefer to hand them a clipboard with a few feedback questions and let them be on their own tour. I'd rather listen to them talk candidly to each other than pester them for any details. I'll catch up in a few minutes and as for comments. Like I said...right or wrong.
Jennifer,
You probably blogged that you were going to be at our Book Fair, and I missed it. I would like to have met you. I'm writing cirriculum for an ADRE ongoing education class, and I'd like to use your story in my class.
Mike in Tucson
As the saying goes, "A closed mouth gathers no foot."
She is trying, very trying. Unfortunately, no one educated her that her role is more coach than cheerleader.
Sometimes it makes you wonder, is not it....
Thank you for posting this.....I'm always amazed when I'm talked TO...just lectured maybe. She sounds like a model for a car show. The Vanna White of real estate.
That was an interesting perspective. It's intriguing how many different ways agents can choose to handle an open house or showing.
You can't listen when your mouth is moving now can you. I feel your pain.
i would love to hear you speak
Hi Jennifer~ Perfect example of how product vomit is such a turn off! Good lesson in what NOT to do!
JA, I have left my fathers favorite sales quote many times and it sure is appropriate here. He always said" more sales are killed by the jawbone of an ass than anything else". He is still right all these years later. We all need to shut up and listen.
JA, I have left my fathers favorite sales quote many times and it sure is appropriate here. He always said" more sales are killed by the jawbone of an ass than anything else". He is still right all these years later. We all need to shut up and listen.
At least when I finish up this weekend and worry that I could have done a better job with my open houses, I will know that it wasn't as bad as your experience!
Listening is key in this business. Everything we can do to make people feel confortable and important is indispensable for our business and services.
Your sister was really polite! And I can imagine your inside voice shouting "HELP!"
Thank you for sharing!
Maria
www.flippingpad.com
We have 2 ears and one mouth for a reason.
You and your sister were extremely polite..... and received Way too much information!!!
This is usually the time I would use my "Mother" voice and say - If we have any questions we will let you know.
Wow! What a great way to scare off potential buyers and make sure they never come back.
She must have been new , I couldn't imagine her lasting long with that approach.
Bill
Great post thanks for sharing.
I enjoyed the description about the worst open house from a client's perspective. I once had an open house that was invaded by all the neighborhood kids. At first it was just one child, then another then another, and then before I knew the house was full. Just as fast as it was filled it was empty, and everything had been touched, looked at and moved.
I liked the house being full of young happy voices, but..... I didn't like the aftermath.
A few years ago I was asked to support one of our office's high end builder clients at a Gallery of Homes Opening night. Silk suit, high heels, and a sparkling personality were all prescribed accessories. In the first 10 minutes I learned that the builder-client wanted, expected, demanded, that the features of his 6000 sf home be presented accurately and in detail to each of the 5,000 people expected that afternoon and evening. Ugghhhhhh.....I like to chat and listen and see where it goes. Usually, when I host an Open House (and I did 33 last year), I pitch a little, listen a little, and let the visitor set the tone. The gal who did your guided tour sounds like a former builder agent or developer sales rep..she believes that pitching the home is how you sell houses. Frankly, I'd like to be her sales manager and direct her enthusiasm into something productive....
Some agents target future sellers who may be visiting the home, this might be her target in which case I agree with Paul, if a neighbor or person came posing as buyers which they often do to interview agents and see how they handle themselves, then she would be a good choice for them. For targeting a buyer, well lacking in that arena, but certainly would please the sellers. To each his own I guess.
I guess she hasn't heard that open houses don't sell houses, they sell agents and agents acquire buyers.
Thats funny. I can just imagine her demonstrating the blinds, did they al go up and down at the same speed? I like visiting open houses as well sometimes just to see how I will be approached, is it al about you or me? Some agents are great about finding my needs, others...not so much. Maybe this agent was new?
Jennifer,
Who won the Cactus league game? Did you enjoy the fine AZ weather?
Hey Jennifer-- I hope you enjoyed Arizona. And next time you are here, look me up darn it! I would love to have met you and bought you lunch.
I have heard of don't go to the grocery store hungry but never don't visit an open house hungry. Both make very goosd sense though.
Sounds like something a seller would do. Here's the linen closet, new fan only 8 years old.....
I have a seller who is working on his house and keeps it open. I make him leave when folks come by to see it. He would rival your story. Maybe they are related ?
She was either new or the owner. I have found agents selling their own homes become the worst agents.
I wish I would've known you were gonna be in Tuscon; I was in Phoenix last week on vacation. I definitely would've made the trip over to Tuscon to see you! Let me know if you're ever in the St. Louis area.
ROFL...I'm still laughing...the visual of the window blinds demonstration will stay with me for quite some time, I am sure! LOL
Oh my goodness. This is another of those how not to hold an open house. Do I see a SWS training seminar in the future?
Christi and I always welcome our visitors, chat and get a sign in, then we ask - without fail - "Would you like to tour this home yourselves or would you like for us to show you around?"
Buyers will tell you what they need and prefer. We do keep an eye on them, sort of hovering near so we can see, but not so close that they feel hovered upon if they choose to look themselves.
Amazingly, these are the ones who will ask questions as they tour, and present many opportunities for us to ask them more pointed questions as they visit.
Wow, that sounds more like a tour bus approach doesn't it. It's been so long since I have held a house open I am not sure what my "style" would be!
Wow - so many good comments here that I wasn't notified of!
Stacie - SHOOT! I would have loved to have met you too! I was in Tucson and Phoenix... and I drive thru St. Louis fairly often - I didn't realize you were near there...
Randy - I know I am when I have my own house listed... I'm not THIS bad, but probably close...
Michael - I thought of you after I got back home - and the next time I'm there you probably won't be if your plans work out!
Patrick - we left in the 6th inning, but the A's were blowing the Royals away.
Got to remember not to talk about the HVAC, details about the closing statement, and pointing out the detailed columns... :) Thanks for sharing