My Sunday was spent walking in the shoes of a home buyer. Actually, in the shoes of a home buyer's mom - but that's close enough to have some thoughts about the experience from a buyer's perspective.  

I began the day with every intention of being seen and not heard.  After all, I was just along for the ride because my daughter Susan has bought and sold a previous home and she is also a licensed agent in Maryland. 

Susan wants to purchase a turnkey townhome or condo in Northern Virginia, and she had narrowed down the results of her online home search to 5 communities throughout the area. She forwarded her favorite home in each community to the agent earlier in the week, and she looked forward to seeing them.

sign - istockphoto.comProperty #1:  Imagine our surprise when the first home was a short sale that was a dump, not the beautiful bright sunny unit Susan was interested in seeing  The agent had actually scheduled appointments for us to see 5 homes in that one community, including this short sale that she thought might be a "great opportunity" - I was unable to remain quiet and couldn't resist saying that Susan was looking for a great home, not a great opportunity.

Property #2:  The property had a combo lockbox, and the agent was not prepared  Never mind that the MLS remarks said combo lockbox.  As she called the listing agent and office for the combo, it was obvious she never made an appointment to show this property. Was she embarrassed?  She should be. But I bit my lips and didn't say a word.  

Property #3: By this time, it was apparent the agent did not have copies of the printouts for her buyer, and she was unable to answer questions about monthly payment, condo fee, commute etc. Unwilling to continue any effort to "be seen and not heard," I brought my iPad into the third property so I could quickly address the questions my daughter's agent's was not prepared to answer.

Did I say my daughter wanted to see homes in FIVE communities? Why yes, but mercifully, the agent didn't bother with the other two. We probably would not have survived the experience with sanity intact.

Susan has been the daughter of a licensed agent her entire life, worked as a part-time receptionist in a real estate office for 2 years during high school, and been licensed in Maryland for almost 2 years (although her license is in referrals and she has another career). She had an excellent experience buying and selling a home in Texas, so she knew what to expect. We agree that her expectations are probably no different from those of any home buyer:

A Buyer's Agent should, above all else:

1.  Listen to and respect the clients wants and needs.

2.  Make appointments and obtain showing instructions in advance.

3.  Be prepared to answer general and specific questions about scheduled properties and communities.

This showing appointment reminded me of some other basics, too, such as drive a clean car... provide copies of printouts to the client... provide a few basic glossy slick brochures (your company, a personal brochure, a fair housing brochure, etc.)... pre-enter property addresses into the GPS, and learn how to use an iPad for showings so you can instantly calculate payments or estimate commuting time.

My day in a home buyer's shoes proved that all agents are NOT alike.  Unfortunately, some of them need to go back to basic training, learn how to use an iPad, or maybe even get out of the business.  Needless to say, my daughter had a new agent by the next day, and I expect her home buying experience this weekend will be much better.

Copyright 2006-13. Margaret Woda. All rights reserved.

  DISCLAIMER: Information contained in this post is deemed reliable on the date of publication, but it is not guaranteed and it is subject to change without notice.

________________________________________

Margaret Woda, Crofton Realtor


Margaret WodaMargaret Woda, REALTOR & Associate Broker
Long & Foster Real Estate, Inc., 2191 Defense Hwy., Crofton, MD 21114
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Star Posted by Margaret Woda, Maryland Real Estate & Military Relocation Services on 09/22/2012 04:19 AM   Comments (50)   Advice for Realtors in the ActiveRain Channel   home buyer in northern virginia  
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50 Comments on My day in a homebuyer's shoes

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SEP
22
1,311,226 Points 65 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

Margaret  You certainly have your children very immersed in the real estat business - you trained them well
11:39am • #31
150,463 Points 2 Featured Posts

This story reminds me of the quote about walking in another's shoes... well, Margaret, you have walked in the shoes of the agent.  Great post, hope the other agent finds this so she can learn for the next time, or find a different career. Good luck to your daughter in finding the right property.
12:16pm • #32
175,792 Points 1 Featured Post Outside Blog Attended Rain Camp

Sometimes I will show a short sale that the buyer did not ask to see, so that I can dispell the myth that short sales are "nice homes for cheap"

I would want to know why the agent did not show two of the communities...was it because she could not get in? no inventory in the price point? or was she truely too lazy to check?

I remember one time buying a summer place in another city and offered to sign an agreement with the agent to pay her the commission if she finds a FSBO...she didn't bother to check and said it was too much trouble (the town was small)

Another agent told us to pick him up at 10am on saturday at a local bar...we cancelled with him.

I finally bought a FSBO on my own.

 
12:29pm • #33
644,881 Points 111 Featured Posts Outside Blog Called Shot Master

Got rid of that one quick, fast and in a hurry.  Don't blame you a bit.
12:45pm • #34
367,616 Points 145 Featured Posts Localism Sponsor Outside Blog

Wow, very instructive and a little sad.  The items you mention would seem to be pretty basic set up issues for showings.  Unfortunately, the agent wasted her own time as well as yours.  A little preparation goes a long way!
2:08pm • #35
141,381 Points

to Buyers Broker of Florida: you say:"I finally bought a FSBO on my own." Congrats! That is what I am going to do from now on! Lost all my patience with unresponsive agents of South Florida...
2:13pm • #36
867,011 Points 18 Featured Posts Localism Sponsor Attended Rain Camp Called Shot Master

Lots of good points here.  I think that this agent really fell far short... to say the least.
3:40pm • #37
942,353 Points 95 Featured Posts Outside Blog Attended Rain Camp

I don't even know where to begin, but I know that you were definitely not impressed.
4:52pm • #38
1,155,856 Points 86 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

It doesn't sound like this agent knew she was dealing with 2 agents, never mind an agent of your caliber. Must have been hard biting your lip all day
6:07pm • #39
967,076 Points 60 Featured Posts Outside Blog Called Shot Master

Margaret:  I am curious about something.  How could she be working with Cindy... if this Keller-Williams agent had been showing her property?  Didn't she sign a buyer's agency agreement with the KW agent?  The story sounds confusing.

Go Terps!  :)
6:21pm • #40
1,527,899 Points 164 Featured Posts Localism Sponsor Outside Blog Attended Rain Camp Called Shot Master

Margaret thank you for referring Susan to me.  Someone should have taken a photo of the "dual agents with dual iPads" working away to find her a new home today.  I look forward to helping her on her home buying journey. 
6:23pm • #41
824,214 Points 155 Featured Posts Localism Sponsor Outside Blog Hit Router Attended Rain Camp Called Shot Master

The Christiansen Team - Yes, what a difference an agent can make!

Michael - I think you're right. 

Larry and Sheila - I cannot imagine working with anyone more incompetent.

Olga - Oh my... must be frustrating for buyers and sellers alike.

Thom - I have no doubt that you're prepared for showing condos to Atlanta buyers.

Fernando - I certainly came away from the day re-committed to my standards of practice!

Alan - She's in good hands now with my good friend, Cindy - and Susan is VERY happy.  

Wayne and Jean Marie - This agent has been working as a buyer-broker for three years under her mentor. I'm betting Susan isn't the only client she has lost for him.

Harry - Yes, I've been an agent for almost 40 years, and I just couldn't "be seen and not heard" when the agent was inept.  Much easier to do that today, when we went out with Cindy. LOL.

 

 
7:33pm • #42
1,352,557 Points 42 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

Margaret - I hope the next time out is a much better experience for your daughter.
7:40pm • #43
824,214 Points 155 Featured Posts Localism Sponsor Outside Blog Hit Router Attended Rain Camp Called Shot Master

Debbie - Yes, he knew!  I referred my son to him about 5 years ago, and this agent was very experienced, thorough, and aggressive.  His buyer agent has supposedly been working under him for three years. 

Holly - Cindy is great, and I know she'll get along fine with Susan.

Joy - My clients often tell me about their previous bad experiences with other agents, so I guess it's not that unusual. 

Adrian - She has!  And the experience inspired about 5 blog topics for me.

MaryKay - It was a great learning experience for me, and I'm even more committed to my goal of becoming fully operational with my iPad for listing and selling.

John - I knew it wouldn't be easy, but it proved to be impossible.

Tanya - If she was smart, she stopped on the way home to buy an iPad so she, too, could provide distance to Metro, monthly costs, etc. to clients on the spot when they ask.

Karen - Susan appreciates Cindy far more now than she would have without the earlier experience.

Erica - Interesting... when she pulled out her paperwork, she offered to do a one-day buyer agency contract without even being challenged to do so.  Thank goodness!

 
7:45pm • #44
824,214 Points 155 Featured Posts Localism Sponsor Outside Blog Hit Router Attended Rain Camp Called Shot Master

Brenda - Why would an agent show 5 places in one condo community instead of 1 in 5 different communities - especially if that's what they asked to do.  I'm still shaking my head over that one.

Bruce - Cindy is a great friend and a professional to whom I would refer anyone.  Susan is in good hands now.

Elizabeth - You're probably right about that.  I'm sure my facial expression was worth a thousand words when she didn't have the combo for House #2.  I didn't even need to mention that the remarks said in plain language "combo lockbox" because I'm sure she saw it when she checked the printout for the listing agent's number.

Susan - I'm sure you were frustrated.  Glad someone else was able to help you find and buy a lot.

Wayne - So true!

Caron - Even if I handn't been there, Susan would have recognized incompetence when she saw it and handled it.  But I am glad she invited me.  We will have many chuckles over this experience in the coming years.

Karen - LOL... I hope so!

Karen - All three of my children have been licensed at some point, but none of them chose real estate as a career.  Susan got her license to be available as a back-up; in the event I should become ill or disabled, she could activate her license and take my pending business to closing so my commissions would not be at risk.

Beth - Thank you.  Yes, I think we all should spend a day in a buyer's or seller's shoes.  We might be more sensitive to their needs.
7:59pm • #45
824,214 Points 155 Featured Posts Localism Sponsor Outside Blog Hit Router Attended Rain Camp Called Shot Master

Buyers Broker of Florida - Even if she wanted to show the short sale dump, shouldn't she have FIRST showed the home her client asked to see in that community.  Just sayin'....

Charita - My daughter works long hours and travels a lot.  She doesn't have time to waste on house-hunting or anything else.

Lola - You're right, it was a waste of time for her - unless SHE learned from the experience.  Maybe she'll be better prepared the next time she goes out with a buyer.

Joan - I don't think it's too much to expect an agent to schedule the appointments in advance, to show properties the client asked to see, etc.  It's not like this was a spur of the moment situation.

Melissa - LOL.  I was reminded of why I do the things I do for my clients.  And Susan probably learned a few things she can use in her business.

Ed - She knew she was going out with 2 agents, and I've worked with the broker-owner who sent her in his place.  He was terrific, when he helped my son buy a home a few years ago. Unfortunately, it just wasn't possible to keep my mouth shut.

Karen Anne - She had Susan sign a one-day buyer-broker agreement.  On Day #2, Suusan signed with Cindy. 

Cindy - Susan loved working with you today!  Thank you.

Christine - Her experience with Cindy today was everything she hoped for.
8:10pm • #46
548,816 Points 9 Featured Posts Outside Blog Called Shot Master

Margaret:

I agree with Elizabeth that some brokers use new agents as buyer's agents.  While that may be good training for an agent, I wouldn't let a ill prepared agent whether new or experienced show property without making appointments, not respecting the buyer's wishes and having no information about the home.  Bad form.
8:24pm • #47
SEP
23
824,214 Points 155 Featured Posts Localism Sponsor Outside Blog Hit Router Attended Rain Camp Called Shot Master

Evelyn - This is a good reminder of how important it is for a Team Leader to actually "lead" their buyer's agent... maybe invite them along on showing appointments. 
6:58am • #48
1,337,920 Points 128 Featured Posts Localism Sponsor Outside Blog Attended Rain Camp Called Shot Master

Margaret, It sure makes Cindy's value more apparent. Look forward to seeing and hearing about Susan's new home!

TOM
8:53am • #49
SEP
24
824,214 Points 155 Featured Posts Localism Sponsor Outside Blog Hit Router Attended Rain Camp Called Shot Master

Margaret - Sorry I missed that last AR gathering in this area.  I hear there were some newbies at that it was a lot of fun. 

 
1:38am • #50

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Margaret Woda, Maryland Real Estate & Military Relocation Services

Margaret Woda

Crofton, MD

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Long & Foster Real Estate, Inc., Crofton, MD 21114

Address: 2191 Defense Hwy., #120, Crofton, Bowie, and Davidsonville, MD, 21114

Office Phone: (410) 721-1500

Cell Phone: (301) 346-2923

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Real Estate and community information for home buyers and sellers, military transferees, and rookie agents in the greater Crofton area, including Bowie, Davidsonville, Fort Meade, Gambrills, Odenton, and the U.S. Naval Academy in Annapolis.

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