Why is it so hard to answer the phone?

I had an interesting weekend, from an unexpected encounter which got me wondering why it's so hard to answer the phone.

The weekend started as usual with some showing appointments on my listings. Then I took a buyer out to see new a couple of listings that fit their criteria. Nothing exciting enough to spark any interest, but at least they know what they don't want.

Sunday was l free, no open houses scheduled, and I started thinking that maybe I could get to a movie (Julie & Julia perhaps?) when my phone rang. It was a desperate call from a tenant moving into a condo where I have the listings for sale with my partner. Our phone numbers are on the banner hanging on the front of the building so we got the call.

This tenant was moving into her new unit and the leasing agent was now 45 minutes overdue and not answering his phone calls. Calls to the brokerage resulted in being forwarded to voice mail with no guarantees of a return call before Monday. It was 105 degrees outside, before noon, and the movers were getting impatient, I was their last hope for entry. But I knew nothing about their lease, I only sell those condos so I couldn't give them access.

Luckily I have the leasing brokers number and was able to find him and the new tenants gained access to their new home. But not long after, I received another call, the air conditioning not only was blowing warm air (remember it's 105 outside) but leaking all over the carpet. Calls to the management company resulted in , "it's not my job today" answers so I got the call. I contacted the developer and he was able to take care of the AC problem.

I put the incident behind me and didn't think of it again, there's always a snag and it's usually easily fixed. Plus, they aren't my clients!

Until this morning when I received an email from the tenant thanking me for taking the time to help her out and for being "professional" when no one else she has worked with during this transaction has made any effort to help her. She went on to give me a synopsis of her leasing experience beginning in March and it was unbelievable that she a)continued to work with this agent b)ever found anything to lease c)still had her sanity.

It made me wonder why agents don't answer their phones anymore and don't bother to research their buyers/sellers criteria or motivation for pursuing a transaction. It's so simple yet fewer and fewer "professionals" are conducting them selves in a professional manner.

Years ago (10-11?) I picked up a client because I returned a phone call and another agent did not. I have since conducted numerous transactions with this client, become friends with his family, celebrated the births of his children and received referrals from him just because I picked up the phone and provided "professional" service when he asked for it.

Isn't that what real estate are supposed to do? My service is my knowledge of the market, ability to get from contract to close and find my clients the best home (or buyer for their home) possible. I get paid for my advise and my service, I don't have a tangible commodity (car, surgical services, tax return) to give my clients. It's not a part time, when I'm not busy with something else, job. It's a job driven by constant communication with the client, other agents, and market knowledge. So why is it so hard to answer the phone?

I don't know, I don't have an answer, it's such an easy thing to do. I just know my clients are able to pass along my name to their friends and associates knowing that the agent they are referring will answer her phone and will be able to provide them with professional service from beginning to end.