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Calling Someone Elses Client - Is It EVER Acceptable?

Today I was unavailable for a few hours while at my Company picnic in a neighboring city. At some point, an agent showed one of my listings and decided to write an offer. The time of the showing was 12:45, the offer was signed at 2:00. Apparently at some point after that the other agent attempted to call me (I was out of range) but chose not to leave a message.

At 2:15, this agent decides to call MY CLIENT (the seller) to let them know that she had been trying to reach me ALL DAY but I was not answering the phone.

#1) Are you freakin' kidding me?

#2) Admittedly, I was out of range... Although, even if I was in range - she didn't leave a message therefore I wouldn't have known to call her back.

Now... I understand when agents are MIA for several hours or DAYS. However, don't you think that a little common courtesy and professionalism might dictate that you at least leave me a message before calling MY CLIENT to say you can't find me??

If that weren't enough, her offer was SO RIDICULOUSLY low and she had already ticked off my seller that they didn't even want to counter. *Sigh*

OK, I'm done... Your thoughts?

Posted by Sue Nelson, Broker/Associate Las Vegas Real Estate ~Team Rhino~ on 06/03/2007 12:23 AM

Comments (87)

agents, las vegas, real estate, houses, professionalism, common courtesy, consideration

Post is included in group: Realtors®

87 Comments on Calling Someone Elses Client - Is It EVER Acceptable?

JUN

2007

That would be really frustrating. I feel for you!

That is amazing !! That other Agent is so impatient !!

It is not acceptable... it's unprofessional !!

I have had Sellers contact me after I have shown their home to my Buyers ...I'm not comfortable with that. I always wonder why the Listing Agent passes my contact information on to their Sellers.

Sounds like some ethical issues need to be reviewed by the other agent.

Carolin Benjamin
Bob and Carolin Benjamin - The Benjamin Team
Keller Williams Integrity First Realty
Gold Canyon Arizona

Julie: Frustrating is an understatement... I was FLIPPY DIPPY DO!! <wink>

Lauren: Right? Again, I could understand if she at least left a message. I still wouldn't have liked it - but I would be a little more tolerant of her lack of professional courtesy.

Carolin: At the very least. Ugh!!!

I don't care if you were MIA! There is zero excuse for that behavior! I would have blown a gasket! Your situation was really bad because not only did the agent call your client but they also tried to make YOU look bad! I'd report there actions to their broker. Hopefully they aren't the broker! Which was the case with one of my agent HORROR stories. I had a listing and a broker was representing the buyer. He wanted my sellers to let his buyers move some stuff into the house before the transaction closed. I said NO my sellers were not willing to have that liability. SO, then he called my clients himself to ask (like I was lying). And if that wasn't enough, when my sellers told him no, he gave his buyers my clients phone number to try the 3rd time! I wanted to strangle that so called broker!!

Sue - Too bad that other agent was so unprofessional. It could've made you look bad, but it sounds like your seller was as frustrated with the agent and the offer as you were.

Lauren - I've had sellers call me for comments also, and I don't care for that either. I think threy just call everyone that leaves a card......lately I've even received email requests. I just remind them to speak with their agent.

Debbie: Ok, I'm feeling much better now!! Was starting to think I might've overreacted a touch... Thank you!!

Linda: Yes, my clients trust me. Not to mention, they called me & I answered the phone on the 2nd ring. They knew it was most likely an exaggeration or something was seriously wrong with me!

I think you know already how ridiculous that is. People need a few hours to respond to phone calls and such. It is impossible to be available all of the time. A majority is fine, but to go behind your back and talk to you client is just not right. That should never happen!

Jonathan: The worst part is that I have two assistants and one works on Saturday. She was in the office until 4 pm and this agent didn't even TRY to call her.

This happens in all facets of our industry. Especially mine when it comes to "trigger" leads. It makes me sick and I think it is a real sign of the times when brokers are kicking my borrowers doors down to compete with me. At the end of the day it makes those people look foolish and if my borrower buy their BS then I gladly turn them over because those aren't the kind of people I want to work with in the first place. Thanks for sharing your story with us.

That was downright unprofessional! and...not acceptable. So what did you do...say...

Sue...there are so many unprofessional 'professionals' in this town it's unreal...most of it's left over from the influx for Realtors a few years ago when thngs were sizzling. If I was you I would have a talk with this agents Broker. Can't hurt.

I have a house in escrow that's a nightmare and may close in 2 weeks....turned into a probate just after the offer was accepted. The other agent and I get along great! I return all his calls promptly and trust me when I say ALL, one day I'm on an appt, he calls (i can see by caller ID) so knowing it's something that can wait an hour I just ignore the call...well he calls 4 times within the next 15 minutes! I got back from appointment and called him...first think I said to him "steve do I always return your calls in a prompt manner" his repy 'well yes" I say 'then why was it necessary to call me 4 times in a 15 min. period. I was with a client, you know I'll call you back...don't do it again! I was nice but firm. He apologized. But geez, my client prob thot I was trying to avoid a bill collector or something!

Some of these agents are so young, so inexperienced that they just don't understand what professionalism is...AND BEFORE I GET MY HEAD BITE OFF BY OTHERS ON HERE I AM NOT SAYING THAT YOUNG AND INEXPERIENCE MAKES YOU UNPROFESSIONAL. Check out 30 under 30 in this month's Realtor magazine...there's A LOT of young and professional agents. Very inspiring! The future of Real Estate!

If the agent is truly MIA and I can not reach them, I call their broker. I do not ever call their client period.

Oh no..she DIDN'T! The nerve, I would blow my top! Who the H*** is she? Just kidding, I know you can't say it on national television...I mean A/R. Sorry about that, Geez!

It's just unprofessional - bottom line. Sounds like something that someone very new to the business would do.

THis came up a couple months back and the general consensus was it was an ethics violation and I believe the overwhelming opinion was to number one call the "agent's" broker and report to the board. The code of ethics can be found at realtor.org.

If you call their broker or report them you will just create more work and problems for yourself. Today's another day or as I always say. Next.

Some of these agents are just unreal!!

I had one of my sellers send me an email the day before yesterday wanting to know if I had any feedback yet on the showing of their home earlier that day? It was a second showing for this particular agent.

HUH? You had a showing? I wasn't aware of it? Who showed it? Who scheduled it?

So she emails me back with the following: "Hi Becky, Good Morning. She had confirmed it with me before she left last week and gave me her cards in case there was any problem. I told her I would let you know that it was a date. As I hadn't heard any more, I called her yesterday to see if it was still on for 3:00. She confirmed it and said she had told you the same in your conversation. Sounds like a miscommunication somewhere. Oh well. I probably should have called you first."

Now mind you, this agent NEVER called me to schedule a showing. And this agent had the nerve to hand my sellers her business card and tell them to call her if there was a problem?

UMMM......when did it become OK for another agent to hand a buyer/seller that they don't represent their business card and tell them to call them??

This agent will be getting a phone call from my broker!

I've got to stop sleeping... You guys have been busy & now I'm behind!! Thank you ALL for your comments:

Here's what actually happened (you all are going to think I'm lame)... When I received the call from my client, I was on the road back from Pahrump (cell service not so great... I was also checking in on this SAME clients house in Pahrump while I was there). They emailed me the info.

I politely make the phone call when I get in range & give her my home fax number to save me a trip to the office. I didn't say a word to her. BECAUSE I'M TRYING REMAIN PROFESSIONAL AND SELL MY CLIENTS HOME!!!

So I get home, see the offer and still stay "neutral". I call my seller and the wife says... I can't believe that little B**CH even bothered us on the weekend for that!! We will reject it on Monday but none of us are spending any more time on this over the weekend... SO... I was trying to "take one for the team" when I should've just blasted her!

the other agent could have/should have waited. If you didn't respond in 24 hours, then yes, I might see the need to do what she did. But, I think I would call your office manager/vp first, not go directly to the client.

Kristine: I agree. I would've at least LEFT A MESSAGE somewhere before calling ANYONE.

Is it ever acceptable? Possibly, but not the same day. What this person should have done is called your office to see if there was another way to reach you. Following that, called your broker. No response from ANYONE for a few days (3-4), maybe call the seller directly. I think I might at that point.

Rich: Excellent point. In a few DAYS, I probably would too if I had exhausted all other efforts.

However, had I called someone elses client - I would probably ask if they had an alternative number to reach their agent. Not gee, I called them - didn't leave a message so she has no idea she needs to call me back and so I thought I'd call you direct. LOL

I do not mind if an agent calls to schedule a showing for a home because I get busy and we also live in an community that in certain areas does not have the best cell phone service - so to answerer your question is it EVER acceptable - I do believe it has it exceptions- but in this case I think the agent was 100% wrong.

My thoughts is that since the offer was so bad, they hoped that they would be able to double talk your clients into the sale. You took the high road and did the correct thing by taking one for the team - but KUDOS to your client to backing you up!

I am a firm believer of what goes around comes around. When the agent calls and asks why you did not even give the a counter offer I would just tell them that my clients did not want to work with an agent that showed from day one they could not trust.

Donna: Great advice. I think that's exactly what I will tell her!

Unacceptable period no if's ands or buts about it. Who do they think they are? You are right, leave a message. Unbelievable.

Thank you Jay! You have no idea how much I love to be RIGHT!!

Her actions speak tons about her professionalism. She sure doesn't sound like someone I'd want to work with.

Wow, that was not very ethical of the other agent...

Venice: Agreed.

Ethan: Agreed Again!

Apparently that agent doesn't have a title on his badge that says "real estate professional", instead it's "real estate very unprofessional". There's no excuse for that at all! I've been attending classes to obtain my GRI and one of the instructors mentioned "there's just no excuse for bad real estate practices and until we start turning these people into the board, instead of turning our heads it will never change". We all have to attend an ethics class, right? Read my blog No-You've really got to be kidding! Another example of bad ethics.

I'd call he abents broker and have them retrain the agent so this does not happen again.

Jack

Julie: Unprofessional Realtor. I like it!

Jack: I probably should say something... especially now that the deal is being rejected.

JUN

2007

Sounds like she was being pressured by the clients. Seems no harm was done and your clients, after seeing the offer, realize that unreasonable offer followed by unreasonable behavior was not a poor reflection on you in any way.

Ardell & Others: This just in... This agent just called my assistant and said (and I quote) She is going to find out how much her buyers can qualify for and send over another offer.

Do you mean to tell me she didn't know how much her clients could qualify for BEFORE she wrote the crappy low ball offer to begin with and then tried to make ME look STUPID to my clients??

JUN

2007

Sue,

That agent should have submitted the pre-qual or pre-approval oletter with the offer. I never accept an offer or make an offer without it.

You need to talk to this agent before she submits another offer and level set with her on how you and the seller will do business with her considering the history.

Jack

I don't believe it is an ethical violation because we are supposed to be looking out for the best interest of our client and if that means having to contact the seller without permission that is ok except you need to make sure you need to contact the seller and not just because. Hopefully you put a size 16 in the agents "just because place".

Sue I'd be filing an Ethics complaint against her. Or at least calling her Broker and asking her to discipline her agent and report back to you.

Contact the broker or office manager is what I would do first before sending a BIG REJECTION on her offer.

Goodluck

Jack: Good points, thanks. I can't imagine putting someone in my car that I don't know about their qualifications!

Gene: I think it's more of a professional courtesy violation than anything.

Vicki: Not a bad plan. She says she's writing another offer, so we'll see.

Julio: Exactly!!

JUN

2007

Yep...Maybe grounds for a mercy killing... for no drama and making sales, respect is the key.

Mary: Now there is a suggestion we haven't seen. I like it!

I had this happen to me with an agent a while back, I actually lived next door to the seller and received the offer, got a call from the agent immediatly, acknowledged I had it and would review with client, walked over to my clients house and he was calling the client asking if I had reviewed it, they handed me the phone and I mentioned this was unnecessary and I would call him back with our response later in the day. We did end up accepting the offer but the whole transaction was a nightmare. We ended up having to get his broker involved as he continuely called my client, never provided necessary paperwork, etc.

Good news 2 years later, his clients sold their house and I represented them.

Hang in there!

Under no circumstances should another agent contact your clients. They should have left a message. If all else failed they could have extended the acceptance deadline. Sorry for trouble. Good luck in the future!

My new clients are always asking me to contact the home owner and ask questions and I let them know that if the owner wanted to be contacted by agents they would have put the home on the market FSBO. This agent was just overly anxious to make the deal happen. You will meet all kinds.

This maybe an opportunity to help this agent. I agree 100% she was wrong. But maybe the right answer is to help this agent so she can become professsional. Just a thought. Sounds like she is new and may need your help. Just another thought.

Well Guys!

This happened to me three weeks ago! The agent that sold the property to my client...without any due diligence or guidance, called my listing client directly as he was sitting in front of the property with his buyer to see if he could show it!

NO CALL TO MY OFFICE OR ME!

My Seller talked to him and told to go on the property...but that any further offers, etc. needed to go through me. Now, the issue is that the property is in the early stages of foreclosure and my Seller (being desperate) informed the Buyer's agent! Then, when the offer came in my Seller was UPSET because it was a low ball and because the Buyer's agent knew about the foreclosure. When I asked him if he said anything to the Buyer's agent, My Seller said "Oh, yeah, I asked him to please get the Buyer to make an offer"!

Well, talk about sabatoging my job and ability to negotiate for him!!!!! It's frustrating, but I kindly explained to the Seller that he divulged information that he shouldn't have and that he's not letting me do my job!

That is ridiculous!! I hope your clients are on the "Do not call" list and can have the realtor reported and fined. I also would be calling the broker and the board to report her. Yes, it will take some effort on your part, but I'm sure this isn't the first time this "real estate professional" has done this. Good luck!

That is incredible rude and is not an acceptable action. Many times I have waited a day to get a response from a sellers agent, it happens... especially on the weekend. I have never contacted the sellers directly and if it was that urgent, the buyer's agent could have contacted the office manager. OK, all else aside maybe the agent felt pressured by the buyers and thought they were going to lose out on a deal. Ehh, it's still not acceptable.

JUN

2007

I don't know if its California or just our company but word from our legal department is that we are not allowed to contact the other agents clients unless we have documented and left messages (voice and email) for a min. of 24 hrs without a response.

I've waited longer then that to reach the agent because I am so uneasy about doing anything that can be construed as "snaky" and more then anything it will screw up your negotiations if your busted.....just don't do it! Better be safe then sorry I say!

Great comments everyone. It definitely seems unanimous... I'm right & she's wrong! HA HA HA!!! Just kidding. :)

There is never an excuse for that agent to contact my client, EVER! Worst case I would want for them to contact my broker and let them handle it or get a hold of me. We have to be able to take a few hours here and there to remain sane....she should have given more time for a return call....had she even left a message! This is ridiculous!

I can not believe that! You must not call the other agents clients!

It is so unethical.

If you have an offer you should give enough time to let that agent do their job!!

Treat others as you want or expect to be treated, I always say!

Well said Sherry!! It just looks like some agents need some classes in ethics.

A couple years ago I had a buyer that wrote an offer on a condo. The negotiation was a nightmare as the sellers agent was so ambivalent about it all that it took forever to get answers to anything! At one point the listing agent was going away for the weekend and when I called her on a Friday to ask for a document she told me that she was too busy to chase it down and I should call the seller. I told her I would wait till Monday and she got furious with me. Started screeching and cussing, challenging my ability to do my job, etc.

In the end the deal closed, but at the closing table my client asked a question and this agent said, under her breath but loud enough for everyone in the room to hear, "This lady is a b***h."

I bit my lip, looked at my client who remained stoic and prayed for the closing to end. After all was done my client stopped me outside and said, "Ya know, I think I will make a formal complaint against that woman. She was way out of line." I told her to file it with the board, and that I would also be filing one.

At the end of the routine the listing agent was fined and reprimanded, got mad and retired. Thank God!

JUN

2007

I agree with other comments, it may very well be a violation of the code of ethics, You may want to review the Code and then call that agent and tell her what you feel is the issue. There can not be any growth if no one tells her she was wrong.

I know I personally would want to know if I did something another agent felt crossed a line.

~~~UPDATE~~~ Same agent wrote another offer today acceptable to my client. Looks like I'll have about 30 days to educate her on proper etiquette!! ~~~UPDATE~~~

Well, at least the ultimate goal was acheived! An ACCEPTED contract! Good Luck getting through this one without choking the other agent! You never know...maybe you will change the way she does business all together!

JUN

2007

She definitely overstepped her boundary lines. She should have called the broker if you were unavailable. I'd get the contact accepted, then give her a piece of my mind.

How incredibly unprofessional and unethical. I hope you reported this to her Broker. It's agents like that that give all of us a bad rap with the consumers. She should be made aware of her inappropriate actions and hopefully will learn from them. Good luck!

I don't think that it is acceptable. Especially to say to your client that you were unreachable. The agent should have left a message and if it was that important, the agent should have contacted your office so they could help handle the situation if necessary.

My plan is to close the deal, then explain to her the error of her ways. Right now, I'm concentrating on my sellers needs & then we'll give the lesson later!!

JUN

2007

Hard to cause problems with a current deal but I would be writing a letter. I hate the bad kids

It's a abhorrent ethics violation, and you would do well to contact the principal broker of the office and tell him/her what happened and let him/her know that you are considering filing with the board. The agent should write your client a letter of apology.

Whether or not you file a complaint is subject to your way of doing things. My way of doing things is to go in for the kill, and leave lots of Realtor Blood everywhere.

My wife, a psychotherapist, would tell you, "Don't pay any attention to Bill on advice like this. He's a bit unconventional, if you know what I mean."

BILL CHERRY, DALLAS BROKER-REALTOR. MY 43RD YEAR SELLING TEXAS. 972 380-7347

JUN

2007

I would have been MORE than upset! That is totally unacceptable! I would let this other agent know how I feel about the entire situation! Did you contact their broker pass on information on how they blew the deal by being unethical along with having an unrealistic offer? Had YOU presented the offer, the outcome may have been totally different! People can be so unethical! It is frustrating!

JUN

2007

In our area most agents work 9-5 (Read 11-3) with at least 2 hours for lunch. Never and I mean never on weekends. Seriously, if I have a buyer surprise me late in the afternoon or on the weekend, I am usually stuck showing vacant on lockbox listings and only the ones which don't require a call to the agent first. If I do write a contract, I am sure to get an escrow check so I know the buyer isn't going anywhere, and do my best to get it presented. If I encounter a delay in getting the offer presented I first call the lisng broker, and if still no luck, I call my broker, who reviews the time line, and makes the call on what to do. While contacting the sellers direct is both unethical and illegal in most states the same is also true of presenting offers in a timely manner. If it is a fair offer and the buyer has the escrow deposited, and paperwork supporting their ability to complete the purchase in a timely manner, no harm, no foul. But, if the only thing the other agent has is a contract, no escrow, or proof of buyer ability to perform, take him to the mat. You should complain to your local board and the state commission.

In your case it seems like the agent was way off base and needs to learn the hard way.

I had a client do just the opposite to me. She low-balled the offer, got upset that the sellers did not counter then called the agent after the agent told me that we were out of the running and they had two other offers. I'm afraid that I am going to have to drop these buyers. They think that they are going to get a steal. They want a contingency to sell their house. They won't let me list it because "she can sell it in a weekend." I am really tired of showing the same houses over and over again because they can't make up their mind. Wow, now that I have put this in writing I realize that I have seriously been taken advantage of. Sometimes I am just too nice to people...

Good luck.

There is no reason for another agent to call your client. If you were unreachable for a few days, she could call your team leader or office manager, but NEVER your client. Completely unacceptable!

I hear you loud and clear.

I think its worse for me as a loan guy to send a realtor a referral and he/she then convince the borrower to use a different lender and then close the deal behind my back. Which do you think is worse?

JUN

2007

TOTALLY UNACCEPTABLE....

If that ever happen to me... I will probably pay a visit to this clown and make him cry... if you know what i mean.. LOL,

Take it easy - Nelson Abreu

It sure feels good to know I wasn't overreacting!!

JUN

2007

unacceptable

when i know i am out of reach i always change my voice mail to say i will not be available to return your call until ???? there is no reason for this to happen it is completely unethical i would complain to my local board

Unethical and definitely unprofessional! It is only a matter of time before that agent acquires a reputation among the realtor community. Personally, I would have called that agents broker. I guess you can take satisfaction in knowing that the agent shot themselves in the foot with your seller and I am sure you won't have to wonder if they will call that agent to list the property if they should get desire new blood. It's just a matter of time.... What goes around comes around ;)

Common courtesy - it's so simple. Why do people make it so hard. This agent should have put herself in your place. After all, most good realtors are virtually on call 24 / 7 anyway s give me a break if I happen not to answer the phone as soon as it rings. Jeez. What in the world was that agent thinking?!

I think she was on a fishing expedition, and using you not answering your phone as her "reasoning" We deal with all types, Huh!

Lexa Montierth

JUN

2007

Unprofessional, unethical and unacceptable! I understand your anger. What goes around comes around, you know?

So far, she has been on her best behavior throughout this escrow. I will still make her aware of the faux pas when it's over though. It's the only way she will learn. Obviously she is missing leadership somewhere.

I agree 100% that this particular agent was waaaay out of line. It's too bad your clients had to be subjected to her! As for the question is it "ever" ok for the agent to contact the other agents clients...

I had a prequalified doctor coming all the way from Mississippi. He called 3 days in advance, and made it clear that he would purchase before he left. He was only to be in town for 2 days. I called and scheduled appointments for 25 homes he requested. I received responses from all but 1. That property had no lockbox, but it did include the owners name and number. I proceeded to leave 2 more messages with this agent (1 per day), and called her office. I left 3 messages there as well. The day my client arrived I resorted to calling 2 other agents in her office hoping to find an alternative way to reach her or anyone else who could help me. Although I managed to get an office assistant on the phone, she was not able to secure me an appointment for the house, because she couldn't reach the agent. I gave up thinking we would be viewing that home, but my client, after a full day and a half, had not found the right property. We happened to be on the street of this listing, viewing another house. He unfortunately recognized the home, and asked if we would be viewing it after the one we had just entered. I relayed to him my inability to secure him an appointment. He was NOT HAPPY, given that he was starting to panic about not finding a home. He insisted that I do whatever it took to get him in! Needless to say, I called the homeowner and apologized profusely for contacting him directly. However, he was out of town and we never did view the home. There were a lot of frustrated people, including myself and the other realtor!

JUN

2007

Hi Sandi,

I've had similar situations happen to me... sometimes it's a tough call such as in your case. In this case, I'm sure we agree she was just slightly over zealous.

Sue,

You are too kind! Slightly over zealous... I'd be fuming too!

Sue- I don`t get it how does the other agent expect you to get back to her if she doesn`t leave you a message. to me its a no brainier. leave a message, and give the other agent a chance to call you back

Dan: I guess I was supposed to read her mind. We're almost to closing now, so I'll be getting my point across very soon. The moment my clients have their money - she will have my foot up her behind!

JUN

2007

This is an interesting post for me. In northern Virginia, where I practice, it is USUAL - probably 50% of the time - for listing agents to set up their listings with the OWNER(S) as the contact point for showings! Thus, contacting the owner directly - even for a lockbox showing - is almost expected. Recently I had a referral client coming in from Iowa who was an agent herself, and when she overheard me contacting the owners she was taken aback. Of course it was normal for me.

It's possible that your "unprofessional" agent learned the ropes in an area such as ours. I think if I was planning to show a home where the agent was listed as contact but could not be contacted, and the owner's number was also listed, I would have no qualms in making the call. That doesn't extend to every situation, of course.

Kim

JUN

2007

Hi Kim: I know exactly what you're saying. Actually in our market to schedule appointments or showings, agents typically do contact the seller direct - probably 90% of the time. But never-ever under (most) any circumstances is it acceptable to contact a seller direct regarding an offer. That is the difference here.

Sue, I would agree - EXCEPT we are seeing beaucoup LSA listing agreements where we are DIRECTED to contact the seller only. So basically, the idea that one "never" contacts the seller is easing slowly out the window . . .

Kim

JUL

2007

~ ~ ~ UPDATE ~ ~ ~ This property closed last week and I found out that this was indeed the agents FIRST deal. I very politely informed her that what she did was unethical and she honestly had no idea. She was fabulous throughout the entire transaction and as it turns out, she just didn't have anyone offering her guidance. Great ending! ~ ~ ~ UPDATE ~ ~ ~

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