It’s safe to say that one of the biggest complaints about real estate agents is a lack of communication. Of course, just like in any relationship, good communication is the most important component for success. On the flip side, if it lacks, it can ignite a chain reaction of unpleasant and awkward experiences for the client that ultimately lead to an unsuccessful partnership.
Full-time agents often get calls, texts, and emails at all hours of the day, and for some, it can be difficult to manage. A skilled agent knows how to juggle communication and their other commitments and make each client feel like they are their only one. Communication expectations should be realistic and set up front to maintain a successful relationship. Answering questions promptly won’t necessarily help the home sell faster but keeping the client in the loop is always necessary and, in turn, increases their confidence in choosing the right agent.
Of course, agents don't intend to fail or fall short of expectations. Many agents start responsive and with the best intentions when signing the listing agreement and the first few weeks of activity and showings. But once showings and interest start to taper off, the agent may feel that they have nothing to report to the client. They say no news is good news, but that couldn’t be further from the truth in this aspect.
When there’s no news to report, the last thing the agent should be doing is not returning calls (i.e., ghosting). This is an opportunity to be transparent and show the client what they are doing behind the scenes to sell their home and restrategize if necessary. There is no excuse to drop the ball on communication at any point in the journey but especially not in the middle when the client has the most questions and concerns.