When you show the amount of houses I do, you often get calls requesting feedback on the homes you show. What bugs me is when agent calls me and wants feedback, then proceeds to argue with me of what my clients feels about their listing.

No offence, but if my clients are interested, that is what I tell the other agent, nothing more! Why tell the other agent they love the house and just have to have it. I don't believe that is in my client's best interest.

 If my client isn't interested I give the other agent a little more detail of why.

Case in point, I was with my client on a tour of 5 houses. This is the 3rd house and the first 2 are great, priced right and ready to show sell. Then we come to the house;

  • Priced on the high side
  • The yard was a mess, cars in disrepair parked on the lawn, driveway, etc.
  • The MLS lock box is nailed to the siding.
  • It was garbage day and this was the only house on the block with no garbage out.
  • Heavy white smoke was coming out of the chimney
  • The house was extremely dirty when we walked through the front door.
  • The house smelled of burning garbage and there were cat food cans in the window of the wood stove.
  • The windows are tinted by the smoke.
  • My client gags as she goes outside.
  • I leave my card while holding my breath.
  • As I lock the door, I observe my client speaking to the neighbor by the fence.
  • As we get in my car, I get an earful of what the neighbor wants to convey.

So at the end of the day, with my clothes still smelling in the clothes hamper, I get the call.

"So what did your client think?" the voice on the phone says.

My question to you is what do you tell that agent? I don't think you'll surprise him or her, unless said agent, hasn't seen their own listing. I have had agents scream at me for voicing my clients concerns. I have had agents say, I know...

Do you give feedback?

Do you take offence when an agent gives you feedback?

©2010 Paul S. Henderson, What does your client think and whose business is it? All Rights Reserved

Authored

Courtesy of 

Paul Henderson, Residential Real Estate Broker

Realtor ® ABR, CRS, GRI, CDPE

RE/MAX Professionals

As a Residential Broker and Relocation Specialist, I sell homes in or around JBLM, DuPont, Tacoma, Gig Harbor and Hartstene Pointe in Washington State.
Please visit my website at http://www.phenderson.net to search for homes and information 
(all information is believed to be accurate but is not guaranteed or warranted in any way)


Referrals are always welcomed and appreciated, Thank-you!

(As a member of the NWMLS, this blog post is intended to comply with NWMLS rules as pertaining to blogging.)

 

 
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93 Comments on What does your client think and whose business is it?

20 Most Recent Comments Displayed Show All

JAN
16
2010

If my client is interested, my only answer is usually "it's on the short list."

If they aren't, I will absolutely tell the listing agent our impressions, and I would hope that any agent would  be honest with my listings as well. I can't sell the house as easily if I don't know that 7 out of 10 lookers find the paint color in the bathroom atrocious. If I have the stats to tell my seller, that helps!

That said, the listing agent can't always fix a problem when they do know about it - I took some buyers to see an adorable 1940s vintage home here, perfect in every way...except that former owner was a heavy chain smoker. I am an ex-smoker and I got a headache from 45 minutes in the house; it was worse for my clients. When I told the LA, he said he knew, but couldn't convince the estate to spend the money or time to remove the carpets and show off the wood floors underneath. Which is why it took over 6 months to sell.
1:51pm • #74
226,518 Points 9 Featured Posts Localism Sponsor Outside Blog Called Shot Master

I'm with Karen- I usually get feedback calls so long after i've shown a property that I can't say anything useful. I'm working with too many clients and showing too many homes to even remember which property an agent is referring too at times!  I will tell the agent my own feelings on the property if I remember it, but let them know that I will be in touch if my clients are interested in making an offer.
2:50pm • #75

If it's feedback that will potentially put my buyer at a disadvantage, I will not share it.  I will give MY opinion of the condition of the home, not my buyer's opininon.  Sometimes it is a good negotiating tool to give some negative feedback on a home that your client is considering in order to plant the seed of doubt in the seller's mind. 
3:11pm • #76
1,326,846 Points 37 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

Paul

Professionals have their properties ready to be sold before they put them on the market.

Good luck and success.

Lou Ludwig
4:32pm • #77

Great Post! I prefer sending and replying to feedback requests by email.  If you did show or preview many homes over a week period its hard to recall every detail off the top of your head on every property.  Emailing a photo or the virtual tour link with your feedback requests helps the agent remember the details and they can reply when they have time.
4:57pm • #78

WOW -who knew "feedback" was such a slippery slope.  I call em as I see em and my buyer clients always offer their 2 cents.  Even on the houses that are PERFECT, you can find something that needs improvement to pass along.

As a listing agent I know which ones are dogs and sometimes I need YOUR input to get my sellers to grasp reality - really wallpaper everywhere is NOT a positive - people don't mind painting.  If your buyer loved my listing and wants to make an offer then a simple - they may be interested or it is something they might consider- works for me.  I am more interested in YOUR professional opinion than the buyer.  YOUR opinion carries more weight when I talk to my sellers. 

 Of course I  do get a chuckle to hear that my latest $25,000 REO listing in a $200,000 neighborhood is "extremely dirty, smells funny, is missing appliances, and has no mechanical systems in place".  What were you expecting?!
5:34pm • #79

I do not leave feedback as a general rule. If I do, it is short and very general. It is not my job as a buyer's representative to help my competition market their client's home. If an agent is not savvy enough to know what needs to be done to sell a home, perhaps said agent should look for a different career. If my clients want the house, we will submit an offer. No offer = they did not like the home.  
6:18pm • #80
111,058 Points 1 Featured Post

Your post has given me so much much to think about and so much insight into how different agent mindset can be regarding feedback.  If my buyer is even remotely interested that's a reason to zip my lip and keep their thoughts & my thoughts to myself.  If not, that's a different story.  Feedback and time do affect the listing market. The longer a house sits, the more likely the feedback will cause action.   A healthy market with correct pricing and marketability issues addressed is good for all of us.  I am more than willing to give an agent my opinion regarding needed changes & I've had agents call or write to thank me for my feedback and suggestions.  In our business we're always building relationships and none are more important than those we have with other agents.  Transactions are so much easier when there is a trust factor already present between agents.  I believe what goes around, comes around!

However, when a home is advertised as being in great condition and easy to show and it is neither, it makes me mad.  Such conditions reflect badly on the entire Realtor community and I do let the agent know that I won't be bringing another Client back to look and that the misrepresentation was not appreciated.   
6:57pm • #81

I always give my opinion of the listing as showing feedback when it's requested.  It can be a very powerful tool for the listing agent to motivate the sellers to do needed repairs, staging, painting, or lowering the price.  I appreciate even the most brutally honest feedback of other agents on my listings, and I try to give honest feedback on theirs, as well.
7:27pm • #82
JAN
17
2010

I appreciate constructive and helpful feedback when I am the listing agent and try to give the same when i am showing others listings.  Price is rarely if ever in the feedback discussion. If my clients have an interest in the property the most I will say is.....my clients like this home to some degree and they are considering it in their top three homes at this moment.  This leaves the door wide open.  If my clients do not like the home at all then I try to give the Pros and the Cons feedback to the listing agent (nice home, nice yard, etc) and then give them something to communicate back to their sellers as in...."they didn't care for the floorplan", or "the kitchen was too small for their family", or "they are looking for something with an open concept living arrangement", etc.  IF there is something BAD like bad smells, pet odors, trashy, or the home needs updating or is in poor condition I try to gently convey this message in my feedback as well.  Constructive diplomacy works well and is received appreciatively.  Automated feedback also eliminates discussions.
Cherie' Bell
12:01am • #83
130,099 Points

Wow,  I had no idea there was so much controversy over feedback.

I think it is possible to give constructive feedback without tipping your client's hand.  I also don't blame the agent over the condition unless they truly seem numb about it.
4:22am • #84
129,326 Points 1 Featured Post

I'm ok with giving a little feedback, but you are 100% right about arguing.

I have another peeve, with blackberry many agents now call or email immediatly. I will not even be polite when they do. I am showing houses, why do they think they are so important as to interupt me?
10:20am • #85
2 Featured Posts Outside Blog Attended Rain Camp

okay, i work in an area where buyer agency has not caught on (pick up your jaw you read right).  So, 95% of the time agents showing a listing are fiduciaries of the seller. So, i think the content of comments would depend on who the showing agent is working for...the buyer or the seller.

Feedback is important. I email my seller clients a weekly showing report complete with comments.  Some comments can be addressed  with effort and some may require a price adjustment.  I have heard a range of feedback and I never argue with the agent over their customers' opinions - what is the point of that?  This is business, not a popularity contest!

In this economy and with all the technology to let buyers print out listings and go to open houses, I treasure real buyers.  I do my homework to make sure they see the value in working with me.

Personally, I only show properties I have previewed.  If I haven't made it to the broker's inspection, I make sure I see it before I take a customer in.  That's part of the value of working with an agent - working with a professional who has taken the time to find listings that meet their criteria and eliminating the homes that are not show ready and will turn them off.   And, when it comes to feedback a lack of showings can be the most valuable feedback of all.

 

 

 

 
10:33am • #86
333,351 Points 4 Featured Posts

Paul:

As Detective Friday said: "Just the facts maam" just the facts!

Ty
10:38am • #87
303,672 Points 10 Featured Posts Called Shot Master

Paul, I have to admit that a few years ago I thought feedback was courtesy given from agent to agent even if your buyer wasn't interested.  I was trained to always ask the showing agents of my listings for feedback as well.  Recently I read a few posts on AR that really hit home if you give the listing agent feedback from your buyers and what a disservice you could be providing your buyer.   Since AR members opened my eyes to this, I haven't given feedback on showings.  If my buyers are interested, I will make the  call to the listing agent and write up an offer but if not, I move on. 

I also think the listing agents use buyers' feedback as a way to tell their sellers all things they don't want to tell them themselves...like price too high, house is a mess, pet odor, etc. 

Good post.

 
11:12am • #88
1,023,520 Points 15 Featured Posts Localism Sponsor Outside Blog Called Shot Master

I rarely take offense at feedback.  In fact it helps me tell me client what they need to do to sell without me being the bad guy.  I did have one agent tell me my clients home was a disaster as the back of the home was sinking.  The back of the home was an enclosed deck with a built in slope. 
1:47pm • #89
JAN
18
2010

I appreciate feedback, and try to always give it on showings. I don't compromise my buyers position.
9:09am • #90
JAN
21
2010
237,041 Points 5 Featured Posts Called Shot Master

I don't see any problem with giving feedback. I can certainly do it without compromising my client. I only get asked about 1 in 10 showings. And I don't do email. You have to call me if you want an answer.
11:16pm • #91
FEB
05
2010
Outside Blog

Our feedback is automated through our showing service via email and I make it a point to respond to all the feedback requests.  And yes, I'm honest.  It's not worth the time or effort unless you are being truthful.  Some things I consider are maybe the agent has already told the seller the 50,000 dusty cat statues are distracting but hearing it from someone else (we can set it up where the sellers have access to read feedback on their home) somehow does the trick.  Also consider this.  Does it do any good to withhold information that would help the listing agent?  I always want honest, direct, candid feedback.  Even if it's horrible.  Heck, it's not my house - I'm not going to take it personally!  (well, unless it is my house, but in that case, I can assure you it's priced right and shows like a model - I have to practice what I preach, right?)
11:25am • #92
FEB
18
2010
117,186 Points 4 Featured Posts

I'm still trying to visualize the lockbox nailed to the siding.

Now, I always ask what did YOU and YOUR client think about the house. I hope to get both or at least the agent's honest thoughts. If your client isn't interested in the house at all I don't see any harm in telling me why. If they are, just say they are.


In this case I would be honest. Who knows, she may need support to go back to her owners to say 'see, other agents feel the same way, too'.

 
7:23pm • #93

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Paul Henderson, Broker, Realtor® Tacoma,Gig Harbor,DuPont,HartstenePointe

Tacoma, WA

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