Should estate agents be available 24/7?
From after-hours viewings with buyers to sellers asking questions over weekends, the life of a real estate agent doesn't always clock off at 17:00. While being flexible is an important characteristic to have in this competitive industry, should estate agents really be expected to answer calls and messages at all hours of the day?
According to Adrian Goslett, CEO and Regional Director of REMAX Southern Africa, being accessible is an important part of providing good customer service, but there is a line between meeting clients' needs and respecting an agent's personal time.
“Property transactions are often time-sensitive, and understandably buyers and sellers want to know that their agent is available when they need assistance. However, good service shouldn't be measured by how quickly an agent responds to a message but rather by the quality of the communication,” he says.
With technology making it easier than ever before to contact someone, the expectation of an immediate response has become increasingly common. However, good service isn't necessarily about responding to every message immediately, it's about keeping clients informed, following through on commitments and being available when it matters the most,” he says.
Goslett encourages agents to set clear expectations from the beginning by communicating their availability, preferred methods of contact and how they handle urgent matters. “It's far better to establish clear expectations and consistently deliver on them than to promise constant availability and struggle to follow through. Clients are more likely to value an agent who is dependable, proactive and keeps them informed throughout the process,” he explains.
“While flexibility is part of the profession, clients should also understand that excellent service doesn't mean being available 24/7. What matters most is having an agent who is reliable, responsive and committed to their needs,” concludes Goslett.
