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WHY Are You Letting Your Clients Treat You That Way?? Since When Are YOU a Doormat?

By
Services for Real Estate Pros with Classy Inbound

The Title for this Blog was inspired by my recent experience with an unhappy home seller. Well, I should call them a 'Home For Saler', because with their lack of flexibility and obsessiveness with perfection, their home is going to be FOR SALE for a looooooooong time, not SOLD.

I recently watched one of the hardest working, most dedicated agents take a severe verbal beating from her seller. Why? The photos weren't good enough (they were professional, and they were good). The ad on Craigs List said 'Patio' when it was clearly a 'Porch'. Certain kitchen features were left out of the description. On and on and on and on. The house had been on the market for over 6 months, the seller had purchased the home through another Realtor, paid too much in hindsight, and now it was all the listing agent's fault that it was not selling. I work with many agents, and this agent gives her listings adequate coverage, more that most agents I work with. I was astounded when we talked, she wanted to change everything around to make him happy. I did say 'You know, if we do all of this, he's going to come up with something else, you've got to set some boundaries'. She said she would, but we made all the changes he requested, and sure enough, in a few days, there were more complaints. Petty things, nothing major. This continued for about 4 weeks, until he fired her and hired one of those discount brokerage firms. And guess what? The photos taken by listing agent #2 were AWFUL! 

Why didn't she call it as she saw it? Why didn't she say in one of their conversations "You are clearly unhappy with my service, but I think your unhappiness is displaced. I know how it feels to overpay for a home, I've done it myself. I understand you want your home sold, and that's why I took your listing, I want to help you sell it. But I can't help you if you treat me as though I am the enemy. The market is your enemy. The shrinking pool of qualified buyers is your enemy. And the longer we stay focused on what's wrong with me and not what's wrong with your list price/condition, the longer this home sits here and you have to make payments on it."

What's the worst that could have happened? He fired her right then and there? Fine! A seller who is unable to listen to reason during the listing is not going to be any more reasonable during negotiations, inspections, appraisal issues, or closing issues, so take that pink slip with a smile and RUN. Send the 2nd agent in a sympathy card, because they are going to LOSE with that seller!

My next experience was directly with a seller. She was concerned because her home is buried on Realtor.com, it does not stand out well, and she's getting zero showings. Of course I talked about price with her, but that went way over her head. It's an exposure problem, she tells me. Fine, I can help with that! Even if your agent does not have a Showcase Listing subscription to Realtor.com, I can create a virtual tour site that will give it the little red rotating house and all will be well. Or so I thought. Within 3 days of discussing the project, I am getting emails at 5am with remarks in all caps 'I EXPECT TO HEAR BACK FROM YOU TODAY'. Panicked, unreasonable emails. The writing is on the wall. I've got to set some boundaries. My email started with this sentence 'I want to be sure that our services match your expectations, so here is what we are going to deliver', and I spelled out what would and would not happen. After I sent the email, I wondered what in the WORLD this poor listing agent had been subjected to, and why on earth is she still carrying the listing? It's got to be weighing her down!

The photo feature of AR is down right now, but if I could insert a photo, it would be one of Wile E. Coyote holding a surrender sign. Is that you? Or are you more like Daffy Duck, and you get very angry and start yelling at everyone? Or are you like Tom in Tom and Jerry, taking what is yours, and running with it? (Your amazing service, your integrity, your time). I say be like Tom, and run like crazy when respect and good manners go out the window.

Comments (6)

Ron Trzcinski, 410-935-5844
410-935-5844 Office - Cockeysville, MD

After hundreds of listings in my career, I for the first time fired my seller.  I decided that even when things are a bit slow, that in the long term, I will do much better by concentrating on Sellers and Buyers who actually appreciate what I am doing.

Jul 17, 2009 08:19 AM
Adell Forbes (REALTORĀ®)
eXp Realty - Atlanta, GA
"Knowledge & Experience Working for You"

Hello Markelle,

You're hitting a lot of awesome points in this post! I don't know why we as agents sometimes let a situation get out of control. I think in the beginning it may be the element of surprise, or think the person is having a bad day so we let it go. However; if a clients behavior is unwarranted and blatantly directed at you, I feel it's imperative that you find out the reason for it, and then of course try to rectify the situation.

I like what you said about basically listing what you're prepared to do, and not do, however; this need to be clear during the consultation stage, and also serve as a reminder if necessary.

Continued Success,

Adell

Jul 17, 2009 08:26 AM
Michelle Gibson
Hansen Real Estate Group Inc. - Wellington, FL
REALTOR

Markelle - This is why I'm going to start adding that I can cancel the listing agreement at anytime.  I've never had a problem before, but in this market I'm sure a lot of seller's are holding the listing agents responsible for their house not selling.

Jul 17, 2009 08:30 AM
Jen Bowman
Keller Williams on the Water - Holmes Beach, FL
Realtor - Anna Maria Island & Bradenton FL

Some buyers can be unreasonable too.  A couple of months ago, I had one calling me at 10 pm and at 7 am and then being angry that I didn't call her back immediately. Whoa! She was irrational and actually told me not to act on anything she said because she would change her mind again. So, I would write up an offer, she signed it, I submitted it, then withdraw it on her request, then she would call and say "No, I really want that one!" For obvious reasons, she is not a client of mine anymore.

Jul 17, 2009 08:48 AM
Markelle Harden
Classy Inbound - Charlotte, NC
Digital Marketing Specialist

Great insight, thanks for the feedback. Adell, you are right on target about setting expectations during the consultation stage. However, with the volume you all are required to handle in this type of market, it can be easily overlooked if your client is referred to you by a friend or family member. It's easy to assume that because they were referred, they already trust you. They may trust you, but you've still got to set those expectations, because once emotion and panic take over, it can get ugly.

 

Michelle - great idea. I don't think agents realize that contract is a two way street and even if you part ways with that listing, your broker could still be stuck with it. Jen - those types of calls are giant red flags! Good for you for putting your energy into people who don't call at those hours!

Jul 18, 2009 12:14 AM
Margaret Oscilia
Creative Concepts-Home Staging and Contracting, Salem Oregon - Salem, OR
Home Stager, Salem Oregon

Markelle - I think all of try to please our clients - even when they seem unreasonable.  Recently I too worked with clients who are unpleaseable -- glad they didn't say to me"I EXPECT TO HEAR BACK FROM YOU TODAY" like yours did - Whoa!  Setting limits and expectations are good ways to protect ourselves and yes - sometimes its okay to walk (run) away from such clients!

Jul 18, 2009 12:40 AM