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“Responsiveness;” Most Important, Simplest But Hardest

We used to have a business coach who told us to answer all emails and phone calls twice per day at designated times. That worked well in the 1990s but not anymore.

A borrower just called me by accident (he was looking for Diandra), and raved for five minutes about how much he appreciated JVM’s responsiveness. This is no accident, as prompt responses are one of our main service propositions.

We promise 60-minute response times, we train all staff members in “in-box management” to make sure responses are not missed, we have “email-overseers” who make sure all emails get responses, and we constantly reinforce the extreme need for responsiveness.

We do this b/c it is so important and so appreciated in this day of information overload. People want responses while the topic is front and center. They want questions answered and issues resolved so they have one less task to manage and monitor.

Many of our most successful Realtors also tend to be exceptionally responsive, especially those who use Zillow and similar lead sources.

It is not at all easy to be so responsive, as it requires constant in-box monitoring (we have all voice mails forwarded to our in-boxes too). And it requires an associate or an assistant to monitor emails for us whenever one of us is off-line. But, all of this is necessary in 2016.

I cannot imagine how much business is lost simply b/c people do not call back or return emails fast enough.

Jay Voorhees
Founder/Broker | JVM Lending
(925) 855-4491 | DRE# 01524255, NMLS# 335646