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Don't Make Me Put on My Pantyhose!

I've been reading blogs for a while here on Active Rain about stagers who are staging properties only to have them "re-staged" in their absence.

It hadn't ever happened to me, until a couple of weeks ago, when I was conducting a very through curb appeal strategy for a neglected ranch house (our specialty!). Now, I have to say, we provide our clients beforehand with digital images of our ideas, so they know what the end result will look like, so everyone is on the same page. Our new client was no exception.

He was a fella who had heard about our work from his mother over the course of several months, and we had met him on a couple of casual occasions. When he was ready to begin in earnest, he called our company to increase his curb appeal.

So, we ran some of our ideas by him, and we got the go-ahead, so we jumped in and started the very next day with a full crew. It involved power washing, painting, restoration, landscape removal, new window screens, some glass replacement, new rain gutters, and installing new landscaping. It was a full transformation.

Although we discussed each project and received approval, it seemed like as soon as we got a color up, or a bit of new hardware installed, or brought a plant on site, our client disapproved. For one project painting a pair of service doors in a color he approved beforehand, he became so angry, he stopped talking to us for the entire day. He didn't like the color.

It was uncomfortable, to say the least. But, we just kept on staging, since he didn't exactly tell us to stop.I had never had so many decisions being second-guessed, and I just wanted to get the job over with.

So finally we get down to the last couple of days. The last few landscaping plants we special ordered finally came in, and everything was ready for planting. We worked hard, and when it was complete looked magnificent. We left with only a couple of things left to do to wrap it up the next day.

So, we pull up into the driveway the next morning, and to my horror, I discover he has removed all the key landscaping and relocated it in other areas that already had been addressed with plantings. The major impact zone, which greets visitors, is a large flower bed, where we had planted some shrubs, a large fern, and a luscious bed of white and red periwinkle, and it was now bare... nothing but a 10x10 patch of bark mulch, very inviting to cats, but not to people.

It seems I was still in a state of shock, when he came out and asked me what I thought of his new placements. I didn't censor myself in time, and I told him exactly what I thought it looked like... a great place for a cat to leave a calling card.

Then he asked me, "What makes your opinion on what looks good better than mine?" He wasn't being snide. He was honestly asking. And that was when I knew where I had failed this client, and that I was the problem, not him.

We had been talking to this fella for months, seeing his mom all the time, and discussing the upcoming job so often, I never presented our company to him with a proper presentation with our beautiful Before & After Slide Show and Stats, and while he knew of us, he didn't know about our company. He didn't understand our goals for his property, our experience, or how carefully we planned his budget to insure him maximum ROI.

And I knew better! I know how important it truly is to get every project started on the right foot, but I just dropped the ball completely and totally. It all made sense, the difficulties we were repeatedly experiencing on this job, which we hadn't encountered before.

So, I learned my lesson.

There is no such thing as an informed customer until I, myself, inform them.

We have to put on that suit (pantyhose, pumps, and all!) and grab that briefcase, and explain who we are, what we do, and why we do it. We need to whip out those "purportedly" useless credentials many of us have, and talk about our affiliations and associations.We have to qualify ourselves as an expert to be treated like one.

Even if it seems like they already know.

Even if they are chomping at the bit to sign the contract.

Because if we don't, we deserve to be second-guessed!

~Michelle Molinari

Certified Professional Stager, Feature This... Real Estate Staging, www.FeatureThisDotDotDot.com

Lead Virtual Designer, www.CurbAppealForDummies.com

President, Acadiana Real Estate Staging Association, www.AcadianaRESA.com

Posted by Michelle Molinari on 06/25/2009 03:23 PM

Comments (49)

Problems Dealing With Sellers in the ActiveRain Channel

real estate staging, home staging, problem sellers

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49 Comments on Don't Make Me Put on My Pantyhose!

JUN

The fellow sounds like a person who must have "control".

The problem may have been an inability of the client owner to relinquish control.

If the project was presented, described and signed off by the client, take your money and go to the next one.

We can change the landscape but not the owner's personality.

Michelle- I agree, and have been there. Best to treat first appointments with a formal edge even if you have a prior relationship.

Hi Lenn,

I assure you we did exactly that. The rub is, when it was complete, he was quite satisfied. He threatened at the time, to repaint the doors he hated, but after a couple of days, the "color shock," as we call it, wore off and he actually liked them.

I think he was just one of those folks who cannot handle change of any sort. There are lots of people who say they want to make changes, but when it gets down to the nut-cutting, they just have to hate anything that has been altered, until their brain can adjust to accept the new item(s). Time is the only balm for their irritation.

~Michelle

Hi Bill,

It seems to me after this incident, you are indeed correct. You can wind down from formal, but it's hard to wind up to formal. There is a window of opportunity that you have to seize.

~Michelle

What a tease.. .I was expecting to read something else. . .THANKS! lol

"Time is the only balm for their irritation." Well said! I'm glad time finally did soothe him. You have a great attitude, you took a lesson from the experience and are using it to grow.

Point well made. We ASSUME home owners understand what's behind home staging, just because they call us. They do not always understand all the subleties. Explaining WHY is sometimes more as important as the HOW.

We have to qualify ourselves as an expert to be treated like one.

I'm glad this all turned out in the end. The "guaranteed referral" clients still need to be informed so they will value the expertise we have. Thanks Michelle!

I always shide to the professional edge both with friends and new clients. We are professionals. Set the tone at the first meeting

Change is very hard for some, mainly old timers! Oops!

Your title grabbed me, but the content kept me. Great story, and what a lesson! There were two stories here, though, his unwillingness to relinquish control, and your missing the step of the presentation. You might have still had some issues even if the presentation had been done prior. As always, change is good, you go first!

Haa! That was GREAT. This too has happened to us especially when there is more than 1 person involved. You just think that they communicate together, right? Not!

He really had a problem with your vision and not being able to see the final result, he took control. Sometimes you can change that with your presentation, but sometimes you can't. No matter what you do, show, or say, they will always second guess you. YOU are the professional that they hired to work YOUR magic. I wonder if he second guesses the plumber?? (love the panty hose, do they come in green?)

Fernando - Well, thanks for the chuckle. It has been many moons since I was called a "tease". lol.

Sharon - YEs, it is amazing how many people experience disappointment at renovations of any type, only to ccompletely come around to the concept within a few days. They really do experience a legitimate form of shock.

Vivian - Yes! More people know what staging is, but credibility issues are still floating around about why it works, I don't think the media presentation of instant staging credentials help us out much. It's almost like we are primarily an industry made up of bored housewives who like to move other people's stuff around, or something. We have more work to do on the image of the real estate stager as a business person.

~Michelle

Hi Sara - Yes, I need to be sure to follow through with a complete introduction & education about my craft and my credentials, no matter who the potential client is,

The other day I was talking to a relative about our company's accomplishments in the past few years. Afterwards, my mom (and business partner!) thought I had laid it on a little thick, mentioning our awards,and television, radio, and newspaper articles that have featured our work or quoted us. I just looked at her like she was coo-coo for coco puffs, and said, Mother, everything I said is true, and I recalled to her some specific instances where we were the topic of discussion for each form of media. She kinda puffed up and said, "Well, ok! You are right, those things did all happen to our business. I guess even I forget how far we have come!."

So, even my own partner needs reinforcing about our value of expertise, as you put it.

~Michelle

Hi Harry - I usually do, too, but I sure dropped the ball on this one!

Hey there Rick from the Poconos - Hey, admitting that you have a problem is the FIRST STEP to recovery.

Cheryl - LOL. I too, am all too happy to embrace change myself, for it is the spice of life. But for many people, they remind me of this quote by Anatole France:

" All changes, even the most longed for, have their melancholy; for what we leave behind us is a part of ourselves; we must die to one life before we can enter another."

~Michelle

Hey there Lori Kim -

I wonder if he second guesses the plumber?? - LOL!

Really!

A plumber unclogs your toilet -a very noble thing indeed. Stagers unclog your EQUITY, and that too, deserves at least equal respect and consideration!

~Michelle

Hmmmm. I like that plumber analology. Maybe I should ditch the pantyhose altogether (it's 107 degress on the RealFeal temperature today in Louisiana - not a day for nylon!) and show up with a PLUNGER to my presentations instead!

~Michelle

Hi Michelle,

As I was reading this post I thought I must press the red flag to recommend as a feature. But lo and behold when I got to the bottom the yellow star was already there. Congratulations. That is a lesson for all of us.

You are right. So often I will go on a listing presentation that I already know I'm going to get so I think I let my guard down a bit and sometimes forget to go through the whole process with them. I'm glad it all turned out well for you.

I made that mistake with a real estate referral once -- skipped the professional presentation when I thought I had the listing in the bag. Kicked myself for months over losing that one!

We have had it happen with our Sellers when they think they know more about the market than we do. Establishing up front why they are hiring us is critical to them accepting our counseling and guidance later.

Bravo and very well said!! You're absolutely correct in that we must present our entire professional package to all of our clients....regardless of how they came to us.

Hi Michelle, Interesting observation. I think you saw the glitch in the system and learned from it. Sorry he was so tough to work with !

I think part of it is that once the seller starts to catch on to staging, they think they are good at it, too! I used to be in food service and everybody thought that food preparation was an easy job just because they knew how to eat. As far as plumbers no has a clue what they really do and even if those that do don't want to get into the do do just to have to admit they need a plumber anyway!

I agree completely! The one and only time I've ever had a similar issue was the same thing - learning curve. I immediately learned after that not to assume they know anything. Fabulous blog!

Lordy, skip the pantyhose. You're so nice about this control freak! Well you obviously were presenting more to the mother than to him so I guess a presentation was in order. If the place looked so great then why did they need you? Obviously, they didn't have the skills necessary did they? he?

We all know that sellers know more than real estate agents, appraisers, and, I guess now, stagers. Welcome to our club. I used to be soft on the matter and have changed over the years.

I have to put on my arrogant hat and tell them that I did not get to where I am today because I don't know what I am doing. I know what works and what does not work and what you are suggesting will not work. You may like the look, I may like the look, but we are trying to appeal to the masses.

When you go to hospital are you going to tell the doctor the way you want the operation to go or are you going to do it his way?

Oddly being extremely firm gains respect more than it loses respect.

Everyone appreciates clear upfront communication. We like to use "This is how we work best with happy clients ... then we tell a complete success story... " Works great and it creates a less fearful connection with prospects and clients. They know exactly what to expect and we've let them know what we need in return. I think this works great with our without putting on my pantyhose!

My, my -- It is so easy to assume. I find I am back peddling sometimes when I thought they understood and then realize they don't.

You are a true professional! You found the issue and fixed it!

OUCH! So did everything end up staying as he placed them or were you able to explain to him why as a professional stager, you're in the business of getting ones home sold, not making the current owner happy. Well I guess I shouldn't say happy, but I mean staging is generally done for a reason...Why pay someone to do it if you are going to change everything?

Chanda panda

I think since we are so knowledgeable and accustomed to what we do, we sometimes forget that all important first step of information; making sure everyone is on the same page and going in the same direction.

Good for you for recognizing what went wrong and taking action steps to fix it.

Ouch, Michelle! Having had a decorative painting business, I can attest that many folks cannot envision the outcome no matter how detailed your presentations are. Was a shame he didn't touch base with you before rearranging.

Hat's off to you for striving to avoid this in the future - and your pretty gold star!

Michelle, what's the definition of an expert? 'Someone who has forgotten more than you will ever know.' You are an expert at what you do and you are right, we have to inform our clients. BUT I do think this guy has issues way aside from not understanding the process...like control AND not being able to adapt to change. I'm sure your staging looked great!

Sharon

Oh no -- not the pantyhose -- well gotta do what you gotta do -- all the best.

I read this this morning and thought it should be featured just for the headline!

We have all dealt with people like you describe here. I was laughing so hard by the time he moved all of your plants.

I used to have a vaction rental decorated "just so" by the beach. I would rent it by the week.

One group that came to the house decided to completely redecorate including replacing the bathroom rugs with a different color, moving pictures and plants around, and switching the linens on the beds.

I guess they thought they could "stage" better than me. LOL

Jenifer of Jenifer Laurie is a home stager and a real estate photographer. When she stages a house she does the photograhy too because she cannot stand to have the house looking great and then have a Realtor come along and take bad pictures.

She had a house that she had some fabulous photos and a virtual tour of on the river. I was talking to her tonight and the seller decided to repaint the kitchen and the dining room. The Realtor did not want to pay to have Jenifer come back and take pictures of those two rooms so she took pictures herself and ask her to substitute them in the virtual tour. Jenifer said the kitchen was okay, not great, but useable. The dining room had glare so bad from the window that it was a burst of light. She had to put her foot down and say "no, it could not be in her virtual tour."

In this case I don't think it was bad explaining. I think the Realtor was trying to save a buck and was sure she could take adequate pictures BTW it's a $950,000 listing.

LOL, and it happens to all of us. I was just reading about several photographers who have had their pictures replaced with the agent's pictures. And it's amazing to see, but of course you need to look at this as a way to open up communication with your client(s) and discuss what's going on. First, see what you can learn. Second, make sure you are paid, and leave it up to the client ;-).

Wow, Once again you have reminded me why I joined active rain. To learn from the professionals and hopefully not to make the same mistakes. I am sure I will make enough of my own. Thanks for sharing

Wow...that's hard to have happen. I've not had this happen thus far and hope it doesn't, that is just gut wrenching.

Great title, I know you were upset. But I think we I take for granted that people already know what they need to know when I show up. Great reminder!

JUN

Hey weren't those the legs from the wicked witch of the west... when the house fell on her? Still wonder where I can get those leggins in green ;)))

That's so frustrating...Don't blame yourself...Some people you just can't please. It probably wouldn't have mattered it you gave him a fancy schmancy power point presentation first...I'm sure it looked fabulous before he rearranged it.

I've been guilty of this too. It's easy to do when they call you because they've "been watching your business for years" or "feel like they know you". You kind of get a little casual about your normal presentation.

Michelle,...great post, great story, great reminder. We don't always get to see how they REDO things since most of us focus on interiors. Did it get changed back? I too am guilty of rushing through the business story because I am concerned with budgets AND clients dollars, but for the few minutes that it takes it should be done. Eeuw...pantyhose...no thank you!

Hard to believe after they paid for you to do it - knowing your the expert - that they would take it upon themselves to switch things.

http://www.homeinspectioncarolina.com/

http://www.askthecharlotteinspector.com/

Hi Michelle, well I busted a gut laughing about that one! Live and learn. We all have to remember to present our credentials first.

I recently went through something similar. I am a CSP and the class of new graduating students needed a house to stage for their test. I supplied a house for them to stage. It was all very last minute. 6 o'clock at night I had my sister in law who works for a realty company send out an email blast to all the realtors in the office to phone me before 8 o'clock if they had a house that we could stage at no charge the next morning at 9 o'clock. At 7 I got a call and was about an hour away from the house. I blew up the road to check it out and apparently offended the clients as I presented what would typically happen on a staging day and the reasons for merchandising the house to appeal to the masses. I thought I explained it all very clearly, however, I offended them and didn't find out until the next day. Of course I apologized and said that no excuses, it was entirely my fault for breezing through what should have been a longer consultation.

The homeowner said that if he had known having 21 people in the house for four hours to stage the house would have created so much chaos he would never have agreed to the staging. Of course the house looked fabulous when it was done, but as mentioned above, some people do not handle change well even when they know it will unlock the equity in their home and get it sold.

We can all learn a lesson here with your very funny story. Take the time to let your client know the whys and hows and be thorough as possible. You still might have a client that cannot accept change but you will know that you acted professional and with the right plan.

Thanks for sharing your story, you are a superstar!

That's a great story - and its too bad that most great stories come at the expense of someone elses' hard lesson. But thanks for passing it on - its true, no one knows exactly what we're all about until we let them know!

JUN

great story Michelle. I too often get so excited about what I'm doing that I forget to really let the client know my company. Great lesson. Thanks for sharing.

JUL

Thanks for the wonderful reminder. I'll be sure to present first and stage later!

JUL

This was a great post Michelle, I am running out to the store right this minute!

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