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Want to Sell? Let People In.

I got an email earlier this evening asking for a release from a seller client because they aren't happy with the job I'm doing. They want to fire me. The house isn't sold, and I have not shown it myself. Since 2005, I have cancelled a handful of listings, giving unconditional releases to problem clients just to get rid of them. However, in this case I am undecided as to whether or not I'll grant their wish. I would never be spiteful, but in the same vein I feel I should put my foot down. Of the 23 requests to show the home since January 1st of this year ( 1 showing every 2.6 days), they have agreed to fewer than 10 actual showings.

Just so you know, 23 showing requests in 60 days is pretty awesome, especially with the awful weather we've had in our area. The fact that I haven't brought a prospect myself is a red herring; serious buyers often get picked up by agents quickly around here. My marketing must be working because buyers are calling their agent to see the house.

How can people buy a home that won't grant them access? There is more than one owner, but only one lives in the house. She declines appointments the way Elvis popped pills. It makes no sense. They want to sell, they need to sell, but they don't confirm appointments. Fantastic marketing is getting squandered. So why not just let them go? Perhaps I will. But first, I'm going to meet with both owners and go over the showing reports. I want one to see how many appointments her co-owner is declining. Maybe it will be a teachable moment. I hope it is. If it isn't, I may just shake their dust from my shoes and focus on clients who appreciate my efforts.

People won't buy what they can't see

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Posted by J Philip Faranda, Broker-Owner on 03/03/2010 01:38 AM

Comments (101)

Problem Clients in the Offline Marketing Channel

declined showings, problem clients

Originally posted at: J. Philip's Westchester Real Estate Blog: Want to Sell? Let People In.

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101 Comments on Want to Sell? Let People In.

MAR

2010

I think that's an excellent way to handle it. Good luck regardless of which way you choose to go.

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Come join the fun in ActiveRain's Guerrilla Marketing Team Contest.

Good Grief!! You are far more patient that I.

RULES FOR SELLING A HOME

#1. Price it right.
#2. Allow easy access.

That's all that there is to it.

Perhaps they are like a few owner/sellers who want and need to sell but don't want to move.

Philip as part of my listing presentation and the listing package that I leave with the seller, I inform them that I personally may never show the home to anyone. But it is my job to ensure that there is a constant flow of traffic. I'm with you on this one. You've got the data to prove that your efforts are being blocked by at least 1 owner. Defend your position and see what goes.

Compare it to Walmart. Of the x amount of days, they declined to open X days and wonder why profits and sales are down bigtime? They have an inventory to sell but are not open for business to do so.

One of the Seven Common-Sense Home Selling Secrets I share with sellers at their listing appointment is this: "No one will buy a home they can't see." - It's as simple as that. Sometimes sellers have to be reminded of the basics.

I agree with you that both owners should meet with you. There might be an ulterior motive for the home resident not to sell the house. I have seen this happen in divorce situations.

I, as I am sure you are, would question their motivation to move. That is ridiculous in a GODD market. In this market it is the death knell.

Thank you

Sounds like you are failling victum to the relationship split up game. Your plan is perfect, don't be accusitory, just direct and honest. Then be ready to go to court as a witness for the owner who isnt living there.

Phil...

Cut them loose, and let someone else worry about it.

That is sad. So many clients do not listen or realize what they are doing.

It sounds like an underlying problem between the two owners. I think it's smart of you to meet with both of them and lay the cards on the table.

I agree with you approach, go over the facts with them and if you find that they are not receptive and don't make a commitment to getting it sold by having it shown...cut them loose and stop wasting your time and marketing.

Seriously? I don't think I've EVER had a seller turn down a showing! I had a client terminate a listing one time because he wanted an agent of different ethnicity due to the changing demographics in this area at that time...the house still didn't sell for a long, long time, but he thought that was the magic fix.

Phil, sorry to hear that. I hope you can educate them who and where the problem lies. It doesn't matter who they list with, the still won't be able to sell it if they keep declining appointments. How can you sell a product if you don't show it? DUH!

Hi Phil,

Thats just crazy-I hate it when I try to show for buyers and they won't set an appt, or its only on weekends, etc-I tell my buyer lets just move on.

Say good-bye to them. Selling a home is a partnership, and the partnership isn't working. Your energies can be applied elsewhere.

Soar with the Eagles!

I just closed on a home for a seller who did not ever want anyone in her home. I really dubbed her the crazy lady, not very nice of me is it? Well this woman is soon to be a relative of sorts, her daughter is marrying my nephew and I hope our relationship is over. She allowed me to put a keybox on the door for ease of entry, but then locked the screen and barricaded other doors. I lost the first two buyers who placed offers, because she was in their faces ranting about one thing or another. So sometimes for your sanity it is best to eliminate the trauma.

Philip, I understand wanting to make a point because I have had similar clients. That being said, why keep them around if they aren't cooperating? Then you are getting the agents calling you telling you they can't get in, and asking for your help.

This sounds like a much bigger pain than it is worth.

Unless you want to (or the seller is willing to) sit down and go over this exact fact about the showings, and that being the issue, and you want to show them all of your marketing, and have this hard discussion telling them you would like to give THEM a second chance to sell their home, then I would let it go.

It's funny, I had a seller let me know they decided to go with a different agent yesterday (I met with them a few weeks ago). I sighed in relief, because we really didn't mesh well, and I knew based on their price expectations that they would be unreasonable. I was afraid to tell them I was not the right agent because I appreciate the person who referred them to me, but luckily it is working out that way.

Don't waste your time with people who don't appreciate what you do. You are better than that! :-)

Phil:

You have an extraordinary amount of patience. You are right to sit with them to go over your report and get to the bottom of whether they want to cooperate and get the house sold - or not.

Philip,

Wow! that sounds aweful! Have you done a virtual tour on the home? That will give the property a 24/7 open house. That way your buyers can see the home anytime they want. If they are really interested then you can really push the seller to let them in. It should be a partnership between you and the seller. Good luck!

The client doesn't seem to educated especially given the fact that the home has only been on the market for 60 days. Are you sure it is not something else?

I would sit down with both and see if things can be hammered out to mutual satisfaction....if not move on and let someone else deal with them.

Time to fire yourself from the situation. It seems to me they are wasting your time! Thanks for sharing!

Philip,

I wouldn't give up this listing. You are clearly doing a great job generating interest in it. Your detailed tracking shows your dedication to details too. You are doing your job well!

My suspicion is that the resident owner really doesn't want to move, so is sabotaging a sale. Good move to sit down with both parties.

Philip,

You should have got rid of them long ago, but of course you wouldn't really know. If you're busy just move on without them. They do sound like time wasters.

Brian

I feel your pain. I was lucky enough to just get one of my listings under contract with a client that was similar to yours. Several showing requests, they would not give me a key, or let me place a lock box on the house. I had to be there for every showing, and the seller would wait for me to get there before he would leave.

I agree with Tere. I have seen this in divorce situations. One soon-to-be ex-spouse trying to spite the other. It's a tough situation, but one that you can sometimes defuse by holding a mirror up to the offender and showing how his/her actions are ultimately hurting themselves.

Philip,

Explain to them your job as a listing agent is to market their home and get prospective buyers there. If you find a buyer, that is "lagniappe" as we say it in Louisiana. I advise them during the listing presentation that if they want to "withdraw" to list with someone else before our contract is fullfilled, I can refer it to another broker and get a referral fee or there will be a $500.00 fee for advertising, marketing, research, etc.

We tend to let people off of contracts way too easy!

you are far more patient than I am... but I have to admit, I'd hate to give up a listing, where clearly, your marketing is working... you've had more than double the showings than I've had in the same time frame on any of my listings...

A sit-down-explanation is a good thought... good luck.

Sounds like the resident seller has no where to go when the time comes. People pout their homes on the market for various reasons other than to sell them. Someone wanted me to list their house once because they had to demonstrate to the IRS that they were trying to raise the money. They wanted the value way too high. Perhaps they were expecting to win the lottery soon. I did move on and think you should too.

So, the sellers want to fire you because they feel you haven't performed. Turn the tables: fire them for non-performance. You can't sell a home that can't be shown. That's all there is to it!

As a heavy listing broker, I have to agree with your approach. If they can't understand that it has to show in order to sell, it may be time to let them go rather than the other way around.

Tom

J Philip, no question you have an issue! Good plan to sit down with them to be sure they BOTH hear the problem. Then ask them to reimburse you for the obviously successful marketing expenses (understanding that those expenses do not reflect your TIME investment to this point) if they would like an early release from the listing agreement. If they agree to change the behavior instead, hold them to it. It doesn't sound like the job can't be done; it sounds like one of the seller is standing in the way! Good luck!

Wow, I commend you for your patience. Your approach sounds great - sitting down with both parties, going over the data and stats and making a last ditch effort to see if you can come to terms. If not, fire them.

Oh dear. I could completely understand if you thought it fair to simply let the listing expire, rather than freeing them. Since they want you marketing the home but won't let you sell it, maybe they need to know what the frustration of being stuck feels like. For a short while anyway.

My wise first broker used to call that a 'non listing' and she would usually just let them lapse in their good time. A deal's a deal sort of thing.

I don't like unhappy or uncooperative sellers so I'd for sure toss em like the 18 hour bra that started to pinch after 15 minutes . . . HAHA!

I was fired this week also, by sellers who turned down showings for most of December, all of January, and gave me only one day to set showings in February. The clincher was when I showed it myself on that ONE day in February and they accused me of only wanting "dual agency."

I gladly dusted them off my shoes.

Phil, With your spring selling season just around the corner, I would think long and hard about cutting them loose. A home getting that many potential showings is like money in the bank. Can you have the person who makes the showing appointments call the owner who does not live in the property? And have that seller kept aware if the appointment was allowed or not? Try to set that up with your appointment setter so it does not take up your time. Sometimes its easier mentally and physically to just drop them, but we are running a business. Just a thought.

It's obvious to me they're not serious about selling. Be willing to bet the release feels like "relief". Your efforts are better spent on cooperative clients - the ones that make us love what we do for a living.

Dear Mrs. Dipstick,

I've been advised by my friend Phil that you wish to terminate your listing contract for what you sanctimoniously refer to as "failure to perform" on his part. Ha!

Listen, Dipstick...have you read the listing contract lately? I believe it has a paragraph in there about YOUR performance. You know, the one about MAKING YOUR FRIGGIN' PROPERTY AVAILABLE FOR SHOWING TO 23 POTENTIAL BUYERS WHICH ARE NOW LOST FOREVER BECAUSE YOU'RE A DIPSTICK!

It's Dipsticks like you that make us hardworking professionals want to kick kittens and choke dolls.

Feel free to contact me directly if you have any other questions or concerns. Okay, Dipstick?

Moist regards,
Ralph

I feel your pain. You have the stats on your side so sitting down with the sellers mis the way to go--as long as you still want the llisting. I probably wouldn't release them given the circumstances unles they are not willing to change. Good luck.

The comment about shaking the dust off your feet says a little about your beliefs. Based on that I bet you can turn them around, contact all those other agents for 2nd (or 3rd) chance showings and sell the home in short order. The clients will not only forget they thought about firing you but potentially could become your biggest fans sending you even more business.

I have encountered this myself in the past only once or twice. There's always something going on that we don't know about when stuff like this happens. In the end, it's probably best to just let them go ... unconditionally ... and move on.

We hang onto the prospect of getting a seller selling or a buyer buying and hang on and hang on and hang on ... and then hang on some more. When we won't let go what's really going on is that we fear that we won't have another seller or buyer to replace them.

I've always found that when I part company with troubled clients or clients I'm having trouble with I'm freed up for much, much better things.

Good for you! I say "invoice" them for your time. (and on any money you spent on advertising)

Seller's like this drive me mad! :-)

Best of luck to every one in 2010!

Bill number #39 has some mighty good points. However, after the meeting if I did not get some very good feedback from the nonresident owner I would cut them. You obviously do a good job of marketing and you need to spend your money on someone who wants to sell.

How can you possibly sell their house without showing it? Would they be willing to buy a car without sitting in it or test driving?

God Bless you for your patience ...I can feel your pain. There is something going on here with the sellers, you need to speak frankly with them (if you decide to maintain the account). It could be a baaaad case of show-ready-itis , they know the home is not "show ready" and erroneously feel declining a request for showing is better than showing it messy (as a Realtor you probably think this is loony, but many, many, many people think this way.)

You may try utilizing an online floor plan (whether you draw it or have it professionally done). Potential buyers want to see the house, .... but in the earliest stages this often translates to many buyers to simply being able to "see" the size of the rooms and the layout (rooms in relationship to each other). Many homes won't get passed this stage. However, for the ones that DO, this is significant to your Seller ... you can tell them these folks are really, really interested (not just kicking the tires) and we need to work out an appt for them.

That is a tough situation. With that many potential showings one would think there would also be a couple offers if it was possible to show the house. Tough to release and walk away from. Good Luck!!!

O, if you keep track of all your costs like you do your listing showings you could give them both barrels and ask them to compensate you for those expenses - before you release them from their contract.

Good job, buddy.

Sounds like the person in possession doesn't want to sell. Is this a divorce situation? We have our share of sellers making it difficult to show their homes, good luck with the lesson.

In this situation I would not let the seller out. I called a seller the other night and asked him why the house couldn't be shown...after a lame excuse I politely told him to leave the house so it could be shown. I have nine months of marketing in this house and he wants to deny access? Not happening.

Phil--what is their specific reason for wanting to terminate? The fact that you haven't personally shown the house? Maybe they think that if only other agents are actually showing/trying to show, that those agents are working harder for them than you? We know that is NOT the case, but I wonder if that is their mindset.

Sometimes, no matter how we try to explain things, people (in this case, your sellers) only hear what they want to hear and only believe what they want to believe. I think your meeting with both sellers, showing them the showing appointment history, and RE-explaining how we market to the public AND to other agents in order to bring a ready, willing and able buyer is the best plan. Perhaps you can also make arrangements to email BOTH sellers simultaneously with regular updates to ensure that all relevant parties are informed of what's going on?

It seems that they are either unclear as to what's required from them, or, as many have commented above, one (or maybe both?) are not as motivated to sell as they led you to believe.

If they are determined to argue with you and/or continue to put up roadblocks, then it's probably best to cut them loose. At least you will know that you've done all you can to handle the situation professionally and to attempt to address their concerns. And then you can hire Laraine's pal, Ralph, (#41) to set them straight. ;-)

Good luck and please let us know how this goes!

Phillip, Please give us a recap of your meeting, and let us know what you decide to do.

Phil,

Meet with them, say what you have to say, show them the reports and if the other co-owner agrees with you that the one staying at home is being unreasonable then they may be willing to co-operate better. It's hard to walk away when you have so much time and money invested in it.

I have a form that I developed that basically lists different marketing restrictions that they seller is signing that they understand will make their property harder to sell. One of those restrictions is limited access. Oftentimes I can head off their limitations at the pass by making them sign the form, but sometimes you just can't get them to be reasonable.

I would suggest that if you already don't do it and I bet you do, to tell the sellers that you will not be showing the home and ask them if they have any issues. Have them initial that marketing item so that they can't come back with you on it.

I am concerned over here in Chicago that the Realtors will not make sure the house is secured, that the lights are turned off, that they don't stoke the heat, that they unplug the sink when they turn the water on to see if the sink holds water properly and then to find out that the water was left dripping and overflowed. Not in my budget.

I have a listing where the tenants would not allow access with 48 hours notice. That was the first week of the listing after 7 requests and I put the showings together in 30 minute increments. Tenants are out. Buyers are in.

It appears that the sellers are not on the same wave length or motivation and obviously it is overflowing into your area of professionalism. It will be interesting what the outcome is but I really do not believe that the one that isn't working for the good, will change.

Keep us posted. I would love to learn from your tatics on this one.

wow...i would love to know how this turns out. how can you possibly perform on a home that the seller wont let you show. that sounds just as bad as a seller not wanting a sign....

the thought that came to mind after reading was exactly the route you are going to take. Have that meeting with both of them so that both parties are aware of what is going on. After that I would release them because you might cause problems after that meet. OH WELL!!!

Phillip..

I feel your frustration. Im all for a challenge...but sometimes, its the ones you work so hard on, they dont feel you worked hard enough.

I would attempt your sit down... if you cant seem to get anywhere, just release them. Trust me, as much as you want to to show them the value of a contract, you will feel such a sense of relief.

I learned from a past broker that "next" is the best tool you can have at times.

There are more homes to be listed out there...focus your efforts there...most sellers will appreciate you as a professional. If not, NEXT.

My best to you Phillip

What a recipe for failure! They must not want you to succeed. This seems outrageous. Although, I have agents that represent sellers and pre-warn me of the flaws their listing have before I even show the house. They give off this impression that I shouldn't go see their listing essentially.. I guess anything is possible!

You have an excellent attitude. Good luck in educating them and getting a sale.

Great approach. You will have to let us all know what happens when you let the cat out of the bag.

Philip - I think you have a legitimate complaint and have received many good suggestions. I hope you work this out.

#41 - That is a nasty stream of insults and name calling. Even if it is a joke (please say it is) remember that this post is public and someone Googling your name may find your comments.

I would sit down with the couple on the splits. It appears by the way your worded your post that they need to sell the house but she wants it and is not making it available. I would present them each with a copy of the requests and actual showings. This will show that they are not performing. Get up and walk away. If they demand to be released from the contract...invoice them for your expenses. Let them know when you are compensated you will release them. Then let their lawyers battle it out!

Phil - It sounds like you're handling it perfectly. I wouldn't meet to discuss the showing stuff because of the extra time involved with the possibility of no return, but I would mention it by phone. I don't like keeping clients who have made the decision to fire me, but I admire your patience and tenacity in this scenario.

You know with clients that are really stressed out, appointments come to me. We don't have a showing service out here, but I know I can act as a buffer for stressed sellers. This has worked well for me.

I think you are taking the right approach.

That is so annoying. I've had a handful of those, too, but none of them asked to be released from their contract! It just took a lot longer to sell their home. I think you are taking a wise approach.

Sounds like more here than trying to sell a house. Time to dump and run

Tony

Would love to hear the response when the non-occupent owner finds out about the refusal to show rate. You can only do so much and beyond that you're expending resources better utilized on other clients who might be more appreciative

I HATE OWNERS WHO WON'T LET PEOPLE SHOW THE HOUSE!!!!!!!!!!

and what makes this REALLY BAD is people REALLY want to see it!!!!

You have to do 1 thing - explain to your sellers that the only way their house will be sold is for them to let people see it. Period. There is no other way around it. Explain that buyer's agents really don't care if their clients buy your sellers house or someone else's.

If they aren't willing to be flexible in showing the house than you are wasting your time.

But of course if a house doesn't sell than it's always the agent's fault, right? Jeez........

Have the meeting, but if nothing changes, cancel the listing.

Homeowners themselves can be one of the biggest obstacles to selling their homes.

I always volunteer to take a key and accompany anyonw who wants to see it when they cannot be home - of course I call for permission first.

That seems to be well received.

You should sit down with them, discuss the situation, and see if they promise to allow showings in the future. Otherwise, it may be a listing you don't want. Good luck and let us know how it goes.

I had a similar situation and just let the seller know that if the house isn't shown then it doesn't sell.

I told them that if I was to continue as the seller agent, they would have to make the necessary changes, they did and it sold a few months later. There are those who will listen and those who won't.

Move on if they won't acquiesce.

Patricia

Exactly!! You are doing your job to get buyers in and they won't alloy access. I nip it in the bud right from day one. Three things sell a house ... price, exposure & how the house shows. My (yours too) job is to bring people in. They won't let you do your job, how can you sell their home. Good luck!

JeanRicher.com
Ottawa, ON

I would let them go. To deny showings is poor but to say no to second showings. What are they thinking. I like that you are going to meet with them both, they may not be communicating with each other. I would love to be that fly on the wall.

Set them free. These people will not be happy with any Realtor because the problem is them!

Take the high road and say good luck--- wish you the best!

Sounds like there is something else going on here. They want to sell...need to sell? Meet with them and get to the bottom of it. You have done your job. Move on if they are not cooperative.

Philip, don't understand these people and their lack of access. Makes no sense. I would let them fire you. It is not worth the time.

Sad!! LET PEOPLE IN!!

I agree with Barbara--above. Something else is going on here. You are right to set up a meeting. Be non-confrontational but clear. Ask what is the issue. You never know--maybe they'll tell you. Good luck.

Two things I always tell a seller, first make the home show like you don't live there, and secondly listing your home is by definition an invasion of privacy that you should be ready for and accepting. After reading this post I would say go Donald Trump on them.

People have to get in to see the home before they will make a decision to buy. I hope this works out for you. Post a follow up if possible.

My sellers know that the home has to be ready to be shown. Gone are the days when homes sell themselves. GOOD GOD!!! There was a condo like that where I had a listing. THey wouldn't let anyone in...for weeks. It was nuts - I finally reported it and the listing was withdrawn.

I've had the pleasure of having to deal with a couple sellers like that over the years. It's impossible for you to do your job if they won't let you.

I think you're going about it the right way under your circumstances. If the light bulb doesn't come on, though, I'd definitely release and let them worry another agent.

You can only help those that want the help

Are you kidding me...Great information and way to have the data to present.

Try to make it a teaching moment. If it doesn't work, kick 'em to the curb!

I am thinking there is another reason here and that should show up soon enough. I too have a renter that made it less than easy to show, but that is the business we are in. As agents, we find ways to get things done and we hope to be successful most of the time. When you run into walls, it is sites like this and feedback from your fellow agents in the trenches is where you must go. I like what I am reading here. Just a general thought. We are in a business that is referral driven. Word of mouth can make or break. Keep that in mind if you cannot find the common ground. Better to leave on a good note. Good Luck!

Philip - I'm sure the other owner has no clue about showings being declined. I definitely want to know what happens when you meet with both of them.

JP, It's unfortunate for them that they are shooting themselves in the foot.. You're title is dead on!

Thanks for sharing about this situation. I really appreciate these kinds of posts which get me thinking. I like your strategy of meeting with them before giving them unconditional release.

Cal

In such an instance, I would most likely grant the release ... after being reimbursed for expenses to date. Bad enough to work for free, but there is no way I come out of pocket on a property that cuts my service off at the knees. You have rolled out cost and not been provided the agreed upon timeframe to sell the property. More to the point, your advertising dollars have been for naught as the clients have not lived up to their own obligations. The cost of unconditional release should be 100% reimbursement of the dollars you light on fire by walking.

Phil, I think you are on the right track! Please let us know how it shakes out.

Like dating I always say "I don't want to spend time with anyone who doesn't want to spend time with me."

Two Words: Bye Bye

I have only had this once, and it played out almost identical to yours. The listing expired, couldn't get the showings nor the price changes I lobbied for. Agent #2 does get a lower price, and I'm sure at that point, more showings, and it sells. Can't win them all!

Phil, by the number of comments I see that you've received, you definitley hit a nerve and I have to agree. I am so sorry that you're dealing with this but I have to say I'd almost say goodbye to these clients and enjoy the peace afterwards. Good luck!

MAR

2010

Thank you for all your comments. I have communicated strongly with one of the siblings selling the property (not a divorce). I informed her that that the CSS showings journal would be showed to her sister. I am no longer fired; going forward I will be very closely monitoring the showings, and communicate to the non-owner occupant every time a showing is squandered.

I reserve the right to drop them also, but given the demand, I think there is a commission here if I can get this seller on the team.

MAR

2010

Get rid of them- give the listing up- in this market you can't afford to waste your time.

Good thing you kept records. Sometimes its best to let the listing become someone else's problem as it can drag you down both spiritually and financially

MAR

2010

Sounds like it is going to work out alright after all...sounds like they needed a kick in the behind to realize what they were doing...I have been doing a lot more buyer appointments lately and I can't believe how many sellers have said no to showings....my clients and I have been flabbergasted..especially when it is a short sale so you know they have to sell the property!

Good Luck to you!

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Briarcliff Manor, NY

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J. Philip Faranda (J. Philip R.E. LLC) Westchester County NY

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J. Philip Faranda is based in Briarcliff Manor, NY. His market covers Westchester, Rockland, Putnam, & Dutchess counties. Almost 100 clients and customers had closed transaction in 2009-2010 from his efforts. Ever the high-producing listing agent, he counts among his specialities hard to sell properties & short sales. You can reach him at (914) 723-8900.

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Disclaimer: ActiveRain Corp. does not necessarily endorse the real estate agents, loan officers and brokers listed on this site. These real estate profiles, blogs and blog entries are provided here as a courtesy to our visitors to help them make an informed decision when buying or selling a house. ActiveRain Corp. takes no responsibility for the content in these profiles, that are written by the members of this community.