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How honest should I be with my seller? Part 2

By
Real Estate Agent

How honest should I be with my seller?   This was my original post in November, where I received an email reply of feedback on my local listing.  Since then, after 61 comments, all with great advice and thoughts, My seller has moved out with the house still on the market.

This is a widow of 18 months, who just needed to get out of her house and move to her new life in Ohio.  She was very difficult, but at the same time very sensitive and emotionally drained.  She left her home with the moving van the day after Christmas.  She left a dirty home, with numerous things behind, like the dining room table and chairs, and selected items that she just didn't want.

In my earlier post, I asked the Active|Rain community how they would handle this situation.  How honest should I be with my seller?  I decided, that it would not do us any good if I did not tell her the truth, although showing her the email feedback would have been the worst presentation.

So I attacked each problem individually, and also came up with a solution for each one as well.   Her house was a clutter mess.  Three of us on our team, went in and staged her house.  We  gave her work to do, and she packed up all the extra things into boxes, and I moved them into the garage. 

The price was WAAAAY to high.  We reduced it by $40,000, although still a bit high.  So she did listen to me to a point.  It was difficult, as she would cry about each issue, but it was something we needed to do.

Now the house is vacant, and I arranged to have her carpets cleaned.  We now have all these items that were left behind.  I am taking them to the good will, and to the trash.  Some are out front of her house with a FREE sign, all approved by the seller.

She has approved a cleaning company to come in and clean from top to bottom.  That will happen this week.

What  an emotional ride for her.  She left her home of 39 years, this week in a hurry to move to the next chapter in her life.  I am the Realtor, who promised she would never need to return ever again, not even for closing.  I will take care of it for her. 

I was there at the end when the truck was loaded, and the dogs were in the car.  She cried giant tears, and hugged me tightly and thanked me for helping her close the book on her lonely life as a widow, and opening the next door of happiness in her Ohio home, near her two daughters.

So although the house is not sold,  I guess I did a good job.  I conveyed the issues, although unpleasant, we addressed them all, and she appreciated it.  It is all about working for my client.  I will be alone at closing for her, when ever that happens, and she is happy, never having to return ever again, to a place that has so many good memories, but now were filled with being alone and unhappy.

Thank you fellow members for all your comments and thoughts on this subject.  Anyone want to buy a house?

The feedbackl comments I received on her house are as follows, and the full post can be  viewed at the link at the beginning of this blog posting.  Happy New Year everyone!  Thanks.  This Active|Rain community is one wonderful place!

I have copied and pasted the feedback here directly from the Buyer's agent: 

These comments are directly from my client so I am sorry if they sound harsh.

The walls are terrible.  From the bright blue to the dirt in the foyer, to the paint all over the trim and all over the back deck.  The house smelled terribly of dogs and it is very apparent that it was not well taken care of.  The lighting was also horrible as well as the borders.  It didn't show well at all.  Someone seriously needs to clean up the house and stage it for a better showing.  I was disappointed to see this home after having seen others in the neighborhood.

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Comments(26)

Kevin McGrath
Long & Foster Real Estate Companies- Fredericksburg/Spotsylvania - Fredericksburg, VA
Long & Foster Real Estate Companies
I know a lot of agents may struggle with this - "how much to tell a client." Keeping in mind any confidentiality issues, I go with full disclosure and complete and raw honesty. If you don't, then where does it stop? Does the line keep moving? Who are we to decide what is material and important to a client? It is our job to provide the data and explain it, not to decide which data to share.
Dec 28, 2007 11:32 PM
D B
Quakertown, PA
e-PRO, Realtor - Bucks County PA - 610-952-3578

Thanks Cathy Glass.  Happy New Year with lots of success for 2008

Don

Dec 28, 2007 11:36 PM
D B
Quakertown, PA
e-PRO, Realtor - Bucks County PA - 610-952-3578

I know a lot of agents may struggle with this - "how much to tell a client." Keeping in mind any confidentiality issues, I go with full disclosure and complete and raw honesty. If you don't, then where does it stop? Does the line keep moving? Who are we to decide what is material and important to a client? It is our job to provide the data and explain it, not to decide which data to share.

12/29/2007 by Kevin McGrath - Fredericksburg VA Real Estate

 

THanks  I agree Kevin.  In this case, the method pf presentation was in question.  I did not want to show her the email, so I told her and offered ways to resolve each issue.

Happy New YEar!

Don

Dec 28, 2007 11:38 PM
Christina Moock
Cutler Real Estate - Canton, OH
REALTOR - Cutler Real Estate
Wow, it sounds like you put in a lot of work to get this home sold!  I think the clients really come to appreciate you more when you go out of your way to help them.  Sometimes the hardest thing to overcome is their emotional attachment to the home.  They may have moved on to another state, but it still takes them a while to get realistic.
Dec 28, 2007 11:50 PM
D B
Quakertown, PA
e-PRO, Realtor - Bucks County PA - 610-952-3578

THanks Christina Moock.  I agree.  We are selling a house, not their home.  Happy Holidays

Don

Dec 28, 2007 11:52 PM
D B
Quakertown, PA
e-PRO, Realtor - Bucks County PA - 610-952-3578

Donald, I commend you.  You took your time with this woman and she was obviously overwhelmed by it all.  You went above and beyond to help her.  You were compassionate with her, yet still firm on what needed to be done.  It is quite the balancing act isn't it?  Good job!  Now I hope it sells for her and for you. 

12/29/2007 by Kris Wales- Metro Detroit real estate agent

 

Thanks for the kind words Kris from Detroit.  Happy Holidays to you and yours.

Dec 28, 2007 11:53 PM
Debe Maxwell, CRS
Savvy + Company (704) 491-3310 - Charlotte, NC
The RIGHT CHARLOTTE REALTOR!

Don-  Our showing service sends automatic feedback requests out to the agents, who then provide feedback which is able to be viewed by the Sellers.  I receive a text message when feedback is posted so, that gives me time to offer a solution to my Sellers which helps soften the blow of some of the agent feedback.  I think that they need to hear the truth but, if you, as the listing agent, are on top of the feedback and offer the next step of a solution, it's not quite as bad!

Great story and I only wish you were a listing agent here in Charlotte!  So many don't take the time to assist their clients as you and your team do and it is very frustrating from a buyer's agent point of view!  Your clients are very lucky to have you working for them!

Debe in Charlotte, NC

Dec 29, 2007 12:49 AM
Linda Tremblay
Long & Foster Real Estate, Inc, PA License #AB065488 - Doylestown, PA
Associate Broker - Bucks County, PA Real Estate Services

Don,

I am sure she appreciates all you have done.  I sincerely hope that the home sells soon. ~Linda

Dec 29, 2007 12:51 AM
David & Lisa Webber
RE/MAX Executive - Crofton, MD
www.webberteam.com
I like using the web-based showing service so that sellers get an automatic e-mail with all feedback as it comes in.  Not all sellers use e-mail though, some older people do not so then you are in the position of having to decide what to say and how to say it.  Good luck to you - I'm sure you'll get it sold now.  Some houses really can't be shown when the family is still there!
Dec 29, 2007 01:03 AM
Marcie Purcell Associate Broker
Better Homes and Gardens Real Estate Cassidon Realty - Quakertown, PA
Realtor, Bucks & Montgomery Co PA

Don,

You can post the left behind items on www.freecycle.org People that want your items will come and pick it up. It is a pretty cool thing so you can give it to someone that will use it.

Marcie

Dec 29, 2007 02:27 AM
D B
Quakertown, PA
e-PRO, Realtor - Bucks County PA - 610-952-3578

Don,

You can post the left behind items on http://www.freecycle.org/ People that want your items will come and pick it up. It is a pretty cool thing so you can give it to someone that will use it.

Marcie

12/29/2007 by Marcie Purcell

Thanks Marcie Purcell.  I will check out this new web site.  Thanks for this information Happy Holidays.

Don

Dec 29, 2007 08:46 AM
D B
Quakertown, PA
e-PRO, Realtor - Bucks County PA - 610-952-3578
like using the web-based showing service so that sellers get an automatic e-mail with all feedback as it comes in.  Not all sellers use e-mail though, some older people do not so then you are in the position of having to decide what to say and how to say it.  Good luck to you - I'm sure you'll get it sold now.  Some houses really can't be shown when the family is still there!

12/29/2007 by David & Lisa Webber, www.webberteam.com

THanks Webber Team.  We also have the web based email feedback.  We have a feature however where I have to view it first, and publish the feedback into the weekly report that gets emailed to the seller.  This edit feature is good to have as to not send inappropriate postings by showing agents.

Thanks

Don

Dec 29, 2007 08:52 AM
D B
Quakertown, PA
e-PRO, Realtor - Bucks County PA - 610-952-3578

Don,

I am sure she appreciates all you have done.  I sincerely hope that the home sells soon. ~Linda

12/29/2007 by Linda Tremblay, Bucks County Real Estate

 

Thanks Linda.  Happy Holidays to you and your family.  Happy New Year!

Dec 29, 2007 08:53 AM
D B
Quakertown, PA
e-PRO, Realtor - Bucks County PA - 610-952-3578

Don-  Our showing service sends automatic feedback requests out to the agents, who then provide feedback which is able to be viewed by the Sellers.  I receive a text message when feedback is posted so, that gives me time to offer a solution to my Sellers which helps soften the blow of some of the agent feedback.  I think that they need to hear the truth but, if you, as the listing agent, are on top of the feedback and offer the next step of a solution, it's not quite as bad!

Great story and I only wish you were a listing agent here in Charlotte!  So many don't take the time to assist their clients as you and your team do and it is very frustrating from a buyer's agent point of view!  Your clients are very lucky to have you working for them!

Debe in Charlotte, NC

12/29/2007 by Debe Maxwell

Thanks very much Debe in North Carolina.  Happy new Year to you and yours!

Dec 29, 2007 08:54 AM
Bill Carroll
Corcoran Real Estate - Westhampton, NY
IN REAL ESTATE, REPRESENTATION IS EVERYTHING
Donald, you are obviously a good man and one of integrety. We need more people like you in this business. It's not always easy to "do the right thing" damn the cosequenses. I'm rooting for this sale.
Dec 30, 2007 01:06 AM
D B
Quakertown, PA
e-PRO, Realtor - Bucks County PA - 610-952-3578

Donald, you are obviously a good man and one of integrety. We need more people like you in this business. It's not always easy to "do the right thing" damn the cosequenses. I'm rooting for this sale.

12/30/2007 by Bill Carroll

 

Thanks Bill Carroll.  I am rooting for this sale as well.  Happy New Year.

Dec 30, 2007 11:16 AM
Dawn Heinemann
Long Realty Company - Tucson, AZ
The Peter DeLuca Team

...sometimes I get tears when all I ask them to do is put away the family photos....yikes!  You did a great job - may your sale come swiftly!

Jan 01, 2008 03:40 AM
D B
Quakertown, PA
e-PRO, Realtor - Bucks County PA - 610-952-3578

Thanks very much Dawn  Happy New Year to you and yours!

Don

Jan 01, 2008 06:29 AM
DELETE! Account
Issaquah, WA

Donald - What a great story. I really respect you for going above and beyond what 99% of real estate agents would do. You have so much compassion and understanding for what she is going through. I hope that you don't lose money on this listing and that you earn referals from what you have done. Many Karma points for you!

Jan 03, 2008 06:14 PM
D B
Quakertown, PA
e-PRO, Realtor - Bucks County PA - 610-952-3578
Dacia Roessler:

Donald - What a great story. I really respect you for going above and beyond what 99% of real estate agents would do. You have so much compassion and understanding for what she is going through. I hope that you don't lose money on this listing and that you earn referals from what you have done. Many Karma points for you!

 

Well Dacia:  Thank you so much for your comments.  We are getting showings now, that it is a new year.  The place is cleaner now, and almost void of all the personal items.  This is a case, where a vacant house is better for me to sell, than it was before.

Keep your fingers crossed that that buyer shows up soon.

Don Bradbury

Jan 04, 2008 01:00 AM