Top 3 Complaints Real Estate Agents have about Transaction Coordinators
Hello there! In today’s post, I want to share my insights about the top complaints real estate agents often have about transaction coordinators. Over the years, when I’ve started working with agents who were not happy with their previous TC, I have found they typically have complaints that fall under the same 3 categories. By understanding and addressing these concerns, we can build stronger partnerships, foster smoother transactions, and ultimately enhance the experience for both agents and clients. Let's delve into the 3 key issues and the strategies to overcome them so that YOU are never the TC they are complaining about! If you find yourself having any of these issues, don’t stress! Take these suggestions and work on proactively improving them.
Complaint 1: Slow or No Response Time
One of the most common complaints agents voice about transaction coordinators revolves around slow or no response time. Now, I am going to go out on a limb and assume if you are reading this post, that you would never just blatantly ignore an email or text, so my tips are going to focus on making sure agents don’t feel as if they’ve gone “too long” without a response. To tackle this issue, I have developed three practical tips:
Shorten Time Block Windows: Time blocking has been a game-changer for my productivity, but I've learned that using shorter increments (around 30 minutes to an hour) helps me respond more frequently to agent requests throughout the day, while still being able to get work done. This way, I can stay on top of messages and emails without feeling overwhelmed.
Quick Acknowledgment: When I can't address a request immediately, I find that a simple acknowledgment message goes a long way. Letting agents know that I've received their inquiry and will attend to it later shows them that I respect their time and prevents them from sending me a “Did you see this???” text 30 min later 😅
Sometimes just pick up the phone or respond!: Without a doubt, there will be times throughout the day when you aren’t in a specific time-blocking period. If that is the case and an agent calls or texts, you don’t HAVE to wait until the next communication time block to pick up the phone or respond! I think by sometimes picking up or answering right away, (especially if you are waiting on something important) it decreases what the agent thinks of as your overall response time length.
Complaint 2: Lack of Urgency
The perception that transaction coordinators lack urgency is another significant concern agents raise. (And I don’t agree with it!) In my opinion, a TC who “lacks” urgency, is more likely having a communication breakdown with the agent. To address this concern, I have come up with two tips:
Respecting Agent Priorities: If an agent requests something promptly, I make sure to handle it with the same level of urgency. While it may not SEEM important to you, the agent probably has a reason for wanting it done ASAP. If they’ve specifically requested it, add it to the high-priority list.
Understanding Critical Items: It is important that you understand what is truly urgent and/or time-sensitive and act accordingly. If we have a 5 pm deadline, don’t wait to send something out for signature until your next time block! Some things just have to be done ASAP. You should have the attitude of being just as concerned about missing a deadline as the agents do. Don’t be afraid to escalate an issue to the agent if necessary.
Complaint 3: Lack of Transparency
Agents often complain about feeling disconnected and uninformed about the transaction status and what exactly the TC is doing. We don’t want them to assume you aren’t doing anything! To address this, I recommend implementing three practices to enhance transparency and foster stronger relationships:
Copy Agents on Emails: I regularly copy agents on all transaction-related emails to keep them in the loop about updates and developments. This way, they can review the progress and follow up with ease.
Schedule Regular Check-Ins: Setting up a weekly or bi-weekly call with agents allows me to provide updates, answer questions, and ensure everyone is on the same page. These calls also help foster a sense of collaboration and build trust.
Utilize your Transaction Management System: Leveraging transaction management systems that allow agents to access transaction details and share notes and documents ensures transparency. This empowers agents to verify transaction details independently, reducing the need for repetitive questions to you, AND they can see exactly how much work you have been doing!
In the fast-paced world of real estate, effective communication, and seamless coordination are crucial for successful transactions. By addressing and overcoming the top complaints that agents have about transaction coordinators, we can foster stronger partnerships, enhance client satisfaction, and streamline the entire process. Utilizing proactive communication strategies, prioritizing urgent matters, and implementing transparent practices are essential steps toward nurturing successful real estate agent relationships. With great collaboration between agents and transaction coordinators, the industry can continue to thrive, delivering exceptional service to clients! Don’t ever lose a client to one of these easily-avoidable mistakes!
