I just got back from two weeks in Europe, and somewhere between Greece, cruise ports, sightseeing, dinners, and trying to remember what time it was back home in Florida, I was still answering my phone.

Was I working eight-hour days from Europe? Absolutely not. Did I answer every call the second it came in? No. But I was available.

And that got me thinking about something that may be a little sensitive among my fellow real estate agents:

How available should your real estate agent actually be?

I struggle with this topic myself because I completely understand the need for boundaries. Real estate agents have families, vacations, dinners, weekends and lives outside of work just like everyone else. I certainly do.

But real estate is also different from a lot of other professions.

I affectionately say that there are no real estate emergencies, but there is definitely real estate urgency.

And there is a big difference.

Real Estate Doesn’t Always Operate 9 to 5

A house you want to see Friday afternoon could have an offer on it Friday evening.

An inspection issue may need an answer before a deadline.

A seller may receive an offer at 6:30 at night.

A buyer may find the house they’ve been waiting six months to see on a Sunday morning.

That’s simply the nature of real estate.

This is one reason I’ve never been completely comfortable with the idea of telling clients that I’ll only answer calls during specific blocks of time.

Time blocking has become very popular in business. An agent might decide that they’ll return calls between 1:00 and 2:00 and again between 4:00 and 5:00. From a productivity standpoint, I understand it.

What I don’t necessarily agree with is announcing it to everyone.

Imagine calling your real estate agent and hearing:

“I return phone calls between 1:00 and 2:00 and 4:00 and 5:00.”

As a consumer, how does that make you feel?

Maybe you’re perfectly fine with it. But someone else may hear, “Whatever you’re calling me about isn’t important enough for me to respond until my designated time.”

There’s nothing wrong with letting a call go to voicemail because you’re busy. Return it when you can.

To me, that’s different from establishing right from the beginning that you’re only accessible during certain windows.

I Have Boundaries Too

This isn’t me saying real estate agents should be chained to their phones 24 hours a day.

I’m certainly not.

Generally speaking, I work Monday through Friday during normal business hours. I answer plenty of calls and emails after hours, but that’s my choice.

I work weekends primarily by appointment.

If you ask me on Wednesday whether we can see houses Saturday, chances are we’re going to make it happen.

If someone randomly calls on Sunday afternoon and isn’t ready to buy or sell anything and just wants to chat about what their house might be worth three years from now, we may talk on Monday.

That’s where common sense comes into play.

The difference is in the approach.

Rather than announcing a rigid schedule to everyone I work with, I manage my calendar naturally.

If you ask when we can see a property, I might say, “I can do Thursday or Friday. Which works better?”

If Saturday is truly the only day you can do it, we’ll figure it out.

I want control over my schedule, too. I want time with family and friends. I want dinner without staring at my phone. And yes, I want vacations.

But I also chose a profession where responsiveness matters.

What Happens When Your Agent Goes on Vacation?

This is where I think the conversation gets even more important.

Agents deserve vacations.

I just took one!

But if your agent is leaving the country for two weeks, what happens to you?

Are they still reachable?

Is another agent covering for them?

If you’re under contract, who is monitoring your deadlines?

If you’re selling your home and an offer arrives, who’s presenting it?

If you’re a buyer and the perfect property comes on the market, who is showing it to you?

Going on vacation isn’t the problem.

Going on vacation without a plan is the problem.

I recently spent two weeks traveling through Europe, and I answered my phone and responded to emails throughout the trip.

Why?

Because that’s how I’m wired.

I’m not suggesting every agent needs to operate exactly the way I do. But if someone has entrusted me with the sale or purchase of what may be their largest financial asset, I don’t suddenly stop caring about what’s happening because I’m in another country.

It’s a blessing and a curse.

Mostly, though, I think it’s a blessing.

I work hard so that I can take trips like that. I’m incredibly fortunate to be able to travel. Answering a few phone calls or emails along the way isn’t going to ruin my vacation.

Can You Actually Reach Your Agent?

I’ve worked with agents where you can’t even get their cell phone number.

Everything goes through an office.

I’m sure some consumers see that as very professional. It creates a certain image and structure.

But here’s the question that matters:

Is that what YOU want?

There isn’t necessarily a right answer.

If you’re someone who doesn’t care whether your agent responds today or tomorrow, an agent with very firm communication boundaries may be a perfect match.

But if you’re the kind of person who sends an email and starts wondering 20 minutes later why you haven’t received an answer yet, you probably want an agent whose communication style is closer to yours.

I understand that person very well.

I might even be that person.

Responsiveness Is Part of Customer Service

One of my favorite things happens when an internet inquiry comes in while I’m sitting at my desk.

I see it.

I pick up the phone.

I call.

Sometimes the person answers and says, “Wow! That was fast.”

And I’ll jokingly ask, “How fast? Thirty seconds? A minute?”

Sometimes they’ve barely finished hitting the submit button before their phone is ringing.

I enjoy that.

More importantly, I think it says something about how I approach my business.

For me, customer service isn’t just about knowing how to write a contract, negotiate an offer, market a property or explain the market.

It’s also about being there.

Before You Hire an Agent, Ask About Availability

Whether you’re buying or selling a home in Ocoee, Winter Garden, Windermere, Orlando, Clermont, Gotha, Apopka or elsewhere in Central Florida, communication style should be part of the conversation when choosing an agent.

Ask questions.

How quickly do you normally respond?

Do you answer calls after hours?

What happens on weekends?

What happens when you’re on vacation?

If you’re unavailable, who handles my transaction?

Will I have your cell phone number?

There’s nothing wrong with an agent having boundaries. In fact, healthy boundaries probably help many agents do their jobs better.

The important thing is knowing what those boundaries are before you hire them and deciding whether they work for you.

Because an agent can have tremendous experience, impressive sales numbers and beautiful marketing, but if you can’t reach them when something important is happening, none of those things may matter very much at that particular moment.

Availability Is Personal

I’m not suggesting that my way is the only way to run a real estate business.

It’s simply the way I choose to run mine.

I have boundaries. I take vacations. I have days when I’d rather not answer the phone.

But when you’re my client, I also understand that your real estate transaction doesn’t stop because it’s after 5:00, Saturday morning, or because David happens to be somewhere in Europe.

Again, there may not be many true real estate emergencies.

But there absolutely is real estate urgency.

And when that urgency happens, I want my clients to know they can reach me.

Thinking About Buying or Selling in Central Florida?

If communication and accessibility matter to you, let’s talk. Whether you’re buying your first home, selling a longtime property, moving across Central Florida or simply trying to figure out your next step, I’m happy to have the conversation.

David Dorman
Broker Associate | CENTURY 21 Carioti
2747 Maguire Road
Ocoee, FL 34761
407-948-8295
david@daviddorman.com
www.DavidDorman.com
www.LiveInOrlandoFL.com

When you hire David Dorman you GET David Dorman.