By Toby Welch
Should sales reps drive their clients around to showings or should clients drive themselves? Realtors on both sides weigh in.
Janis Green, a sales rep with Sally McGarr Realty in St. Catharines, Ont., says, “I always prefer to drive clients to appointments. It gives me an opportunity to find out what they like or dislike about the properties we are viewing as we go through the process. It also offers an opportunity to learn more about their neighbourhood preferences. But, often in this new market, buyers want to meet me at properties. When we do this, it is their choice, not mine.”
Scott Hetherington
Scott Hetherington, an associate broker at Royal LePage Martin-Liberty Realty in Brandon, Man., drives his clients around. “My preference is to have clients ride with me. In Brandon we have the luxury of getting from one end of the city to the other in less than 15 minutes. Time in the vehicle is probably the only time I will have my client’s undivided attention. By the end of the day, I’ll know a lot more about my clients. I’ll have had the opportunity to build a relationship and their trust. Texting, cell phones and faxes are so impersonal. Give your clients some quality time and I believe it will make your job much easier in the long run.”
Ryan Hodge
Sales rep Ryan Hodge of Re/Max Centre City Realty in London, Ont. says he and his team are happy to drive clients who are serious buyers. “We like to qualify all buyers first, especially when they’re viewing one of our client’s listings. We want to ensure they are capable of purchasing the property. We typically meet any new buyers at the office or their home for an initial consultation. I feel once they become a client it’s important to meet them at the office and drive together to showings. It develops a rapport and strengthens the relationship between us. It also helps us determine if we are showing them the right types of properties or if we should revise their search.”
Hodge adds, “The only times we would not take someone to see a listing is if they’re not a client of ours or if it feels like an unsafe situation. I have three female sales reps who work on my team and I ask all of them to ensure that they don’t take any strange calls to view properties at night. There is a risk associated with this profession and it’s simply not worth the consequences of meeting the wrong person at night or at a vacant home.”
Cindy J. Wozney
Cindy J. Wozney, a sales rep and partner at Harbourside Realty in Halifax, no longer drives clients to listings. “Not all buyers are clients. If they are true clients, I have no problem meeting them at my office and once we have the Buyer’s Agreement signed, only then I will meet them at the house they wish to see. The buyer supplies his/her own transportation. I do not ride with buyer clients or customers.”
Wozney makes one exception to her personal rule of no driving clients around. “Military postings are the only exception. After receiving a referral, I meet with the buyer clients and do a needs assessment to establish their qualification and household needs. These buyers may or may not have access to a car. They likely flew here from another military base.”
Bill Stenson
A sales rep for Pemberton Holmes – Cloverdale in Victoria, Bill Stenson is flexible and does what his clients prefer. “Often, it seems, clients choose to meet me at the target property. If they are from out of town and don’t know the city, and especially if we are viewing more than one property, they prefer to be driven around. This general law of delivery is often mitigated by breast-feeding mothers with car seats or smelly dogs with a bad itch that can’t be left at home! They often view such complications as a reason to drive independently. Ask, then deliver,” Stenson says.
“There are some advantages to having the client in the car with you. Instead of loitering around and feeling them out about pros and cons, this can be accomplished while driving to the next one. It is a more expedient way to get to know the client’s needs.”
Don’t forget about the issue of liability insurance. If you drive clients around, double check with your insurance agent to make sure your coverage includes the risk of having additional passengers in your vehicle.
Dave Markus
Dave Markus, a sales rep with Century 21 Conexus Realty in Regina, says, “I always prefer to drive in my vehicle together with the client. Questions and conversation are an important part of the sales process and when I am in my vehicle with my clients going from property to property, it is the perfect venue to discuss real estate questions and concerns.”
Sometimes Markus will ride with a client. “I always prefer clients to ride with me but sometimes it’s not convenient for the client – like in the case of kids and car seats. In this scenario, I have suggested we use their vehicle instead; no big trouble for them and we still ride together.”
Markus sums up the subject: “There may be some reluctance from some Realtors on the safety aspect of letting someone you don’t really know into your vehicle but that comes back to the qualifying process. When you meet a new buyer the first meeting should be in the office before you go out on any showings. It gives you an opportunity to find out who they are and get ID. If you don’t feel comfortable in taking them out in your car, then you shouldn’t!”
