What’s the difference between an order-taker and a problem-solver?

BY SCOTT MOORE, GROUP LEADER & REALTOR

Consider the following two scenarios:

Client: “Hi, can you show us 123 Main St tomorrow at 6:00PM?” 

Realtor: “Sure.”

That’s an order taker. 

Realtor: “Hi, I found a house that looks perfect. It’s listing on Monday but we have a chance to get in and see it tomorrow. Can you make it work?
Client: “Yes, definitely”
Realtor: “Great. And there’s another one for sale across the street. It has one less bedroom than you need, but I noticed that it has a den, so there could be a chance to convert it to a bedroom. Seeing as we’re in the area anyways, why don’t we pop in and see whether it could work.”
Client: “Right on.”

That’s a problem-solver. 

An order-taker starts the process of buying a house by setting up on an online search and then waits for the client to call.

A problem-solver starts the process by talking to the client. The problem-solver wants to understand exactly what problems the client need fixed by a new home.

“The problem is my house is too small.”

“The problem is that my house is too far from my work.”

“The problem is that I’m not that handy and this house is too old.”

With a real understanding of what’s going on with the client, the problem-solver can get into the driver’s seat to find creative solutions.

For example, a client says “I need 4 bedrooms.” An order-taker plugs that into the search but doesn't get any hits. The order-taker tells the client: “Don’t worry, wait for inventory to be listed.”

On the other hand, a problem-solver asks why do they need 4 bedrooms. The problem-solver learns that they have two children but they need a home office. Then, the problem-solver manually searches through three bedroom homes for sale looking for homes that also have dens, family rooms, lofts or flex rooms — anything that could meet that need for a home office.

Problem-solvers also have thick skin. Sometimes when you suggest a solution, it falls flat. Problem-solvers know that’s OK. They know that proposing solutions that don’t work is part of the process.

For example, a problem-solver might show the client a home in an area that wasn’t on the list. It might be an “Ah-ha” moment for the client, or it might be an “Ugh, no way” moment. But a problem-solver isn’t afraid to try. They know that they are doing right by their client.

An order-taker won't suggest creative options. They are scared of failing or being rejected, or even (the worst swear word in our industry) just plain lazy. If the client finds the home, they’ll show it and negotiate the offer, but they won’t think outside the box to get there. 

Also, a problem-solver can read the room. Some clients want a house on a specific street and they actually don’t want to hear about the house two streets over. Instead, a problem-solver would send out a letter to everyone on the street. They would go through homes that were bought 5-10 years ago to see if the owners might be ready to sell. They would also spread the word to their colleagues that they have a client looking for that street. (Problem-solvers maintain and value these industry connections, order-takers do not.)

Reading the room starts with investing the time to know where the client is at, but also continuing to check in so that your information stays current. After a year or two of waiting for that perfect street, maybe the clients are ready to compromise. An order-taker won’t know that, but a problem-solver will. 

An order-taker is behind the sale and not in front of it. When a perfect house pops up, an order-taker isn't free to show it until later in the week, whereas a problem-solver will clear their schedule and get in there same day. If they can’t do it themselves, they’ll get a teammate to show it. An order-taker hasn’t thought about getting the clients pre-approved. Nor have they spent the time developing the market knowledge to know whether the pricing is on point. A problem-solver’s clients are never caught off-guard.

When they aren't booked spending time with clients, a problem-solver is at the office. They are digging up off-market inventory, researching the market, and networking. An order-taker is at the golf course, telling themselves that they are still working because they are available to take calls (sounds a lot like taking orders). Problem-solvers recognize that the client-facing side of the job isn’t the only part of the job. If you don’t have appointments booked with clients that doesn’t mean you have a day off.

This doesn’t mean that problem-solvers never take time off. First of all, they earn more money, so they have more options for holidays. They also have solid back-up options for their clients arranged. But mostly they feel justified in taking time off because they’ve done their best.

At The Moore Group, I train my realtors to be problem-solvers. Mostly, because an order-taker only provides minimal value to the client. That’s not the type of service that built this business and it will never be what we offer.

The other reason that I train them in problem-solving to to give them the best chance at being successful. Real estate is a challenging industry, with huge market fluctuations. In a busy market, you can be successful as an order-taker, but busy markets don't last forever. To be successful through the ups & downs of the market, you have to be able to solve problems.

For the first time in years, we are hiring for realtors. If the problem-solver mindset appeals to you, or if you would thrive in this type of culture, I would love to hear from you.