Sellers need eye contact

I've got a quirky thing I do with my electrical contracting company that provides us a fair amount of business, but I do it free.  When a client calls into the office, I always ask a lot of questions about their electrical issue.  If it's a repair, I try to figure out if they really need us, or is it something they can repair on their own.

I would imagine about 7 out of 10 of those calls are able to use my instructions and make their own repair.  Where this pays off for us is on the next call or the referral.  It's rare that I don't hear back from them or from a friend or co-worker that they have sent my way.  I realize electrical issues are dangerous and can be life threatening. I always make sure the guidance is something that anyone could do with a little guidance and support.  Otherwise, I send a technician out to do the repair.

Today, while working in the office, I received one of those calls.  This caller had a well pump issue that appeared to be an electrical problem.  Throughout the phone call, she talked over all of my questions the entire call.  She told me all the things she had done.  Ironically,  she rarely listened long enough for me to get enough information to make a diagnosis.  Could I help her?  Absolutely not.  She needed someone with a skill-set that exceeded hers, but she wouldn't listen enough to arrive at a solution.

This happens in the real estate field as well.  A distressed homeowner calls who needs to do a short sale.  He is looking for a professional to help him navigate the process, but he won't listen.  Throughout the call, he wants your advice, but he wants to talk.  He details every step that got him in the situation he's in, but it's not the information you need to help him.  No matter how much you try to understand his situation, you are not getting enough information to offer any level of guidance.  Since he's not fully listening to your input, you can't help him prepare for what he needs to do to remedy his crisis.

What do you do?  The same thing I will need to do to help this lady.  Get together.  I can only diagnose so much over the phone.  This lady even sent me photos of the electrical components I needed to see, but if she won't listen during the conversation, I still can't help her.  I will need to be at the sight to make a better diagnosis and run some tests.  The same is true of many short sellers and pre-foreclosure clients.  You will need to sit down with them and work out the details of their situation in person.

This is one area where all of the technology we can muster simply isn't enough.  Sellers need eye contact and a professional to work through the details to sell a house.  We can a lot of things over the phone and through the Net, but sometimes sellers need eye contact.