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The Buyer's Agent is Late and You, the Seller, are Mad!

By Barb Szabo, CRS

Real Estate Agent with RE/MAX Above & Beyond

November 20, 2014 08:55 PM

woman screaming My husband and I have moved 3 times which means we have sold 2 homes so I totally understand the frustration of selling a home!

One frequent complaint by sellers is that the buyer's agent is late for their scheduled appt. I'd like to briefly shed some light on why this happens.

Last weekend was a perfect example of this. I had a client who wanted to see 9 homes in 2 different counties. When I schedule that many homes, I will generally schedule 2 per hour, allowing extra time for travel, if needed. So my appts. will be scheduled between 1 and 2 or 1:30 and 2:30. etc..

When you take a buyer out to see this many homes, you have no idea how they will react and, more importantly, how long they will stay. This particular buyer stayed less than 5 minutes in the first two homes. I knew, even with travel time I would be significantly early for my next appt. I asked the buyer to wait while I made the phone call to see if it would be ok if we came early. It would have been about 20 minutes. The seller said it was not ok so I had to switch gears and look at the 4th house on the tour instead of the third one.

Conversely a buyer may spend 45 minutes in one home in which case an agent may be significantly late. Hopefully there is time for the agent to make that call to say they will be late. Even with the best intentions, it does not always work out that way.

In my case last weekend it all worked out fine and my client saw all 9 homes.

Here is what I respectfully ask of sellers: If a buyer's agent is scheduled to show your home between 1 and 2, please allow 30 minutes for an early or late arrival. I know it's not ideal, especially for sellers with kids, nap times, car pools to school, etc... but it will help keep your stress down and that's a good thing!

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Michael Rasch

International Property Finder - Property Option - Hallandale Beach, FL

Michael Rasch 305-741-1819

Yes I show all my properties, I would never dare let a seller show ( think of them saying something like "this is a white area").

Weather ... Plan for the worst in your schedule,

traffic ... things happen ( but for some reason, I'm never late even when the roads flood out )

other agents ... I'm just a listing agent ( and I have my Keller Williams Super Listing Scooter ),

it's full time job, I don't take this business lightly. Being late is something disrepectful to time ( mine ) and I could be on another appointment ( listing or showing ).

Nov 21, 2014 02:08 AM

Richard Arnold

Tempe, AZ

Nina Hollander, Broker

Coldwell Banker Realty - Charlotte, NC

Your Greater Charlotte Realtor

Personally, when I'm showing buyers if I know we are running late or early I call the showing service and ask them to let the seller know. It's only common courtesy.

Nov 21, 2014 02:40 AM

Richard Arnold

Tempe, AZ

Suzanne Cutler

SUCCESS! Real Estate - Braintree, MA

When I take out buyers who want to see a bunch of houses (let's say 10), I map out the route and take in travel time and traffic. Let's say my first showing is at 10am we usually have a half hour showing time scheduled. The next showing I make for 15 min. before I think I should arrive so if my buyer didn't like the first house we are able to get in knowing we have a half hour so if I arrive at the time without being early I still have 15 min. to show the house. At some point I leave extra time in the schedule for catch up if we stayed at each house longer. It is a little easier when you know the buyer so you understand how long they like to look at a home. When you are taking out a buyer for the first time it's a little tougher because you don't know how long they might want to spend in each house. Sometimes the buyers time table and amount of houses they want to see means you can only spend x minutes at each house.

Nov 21, 2014 02:50 AM

Richard Arnold

Keller Williams Realty East Valley - Tempe, AZ

Realtor - Tempe, Chandler, Mesa, Gilbert, Phoenix

Ultimately it is the responsibility of the showing agent to manage the Buyers, the showing times and schedule as it changes throughout the day. ~ NO EXCUSES ~

Yes, there are reasons that cause missed appointments and lateness - however, you do not get an automatic excuse. It is your responsibility to compensate, call & reschedule or cancel the showing. It is your responsibility to explain it all to your buyers and teach them the why and the how of finding an available house.

I remember my second-most difficult Buyers - they would arrive early to listings, trespass on the property, constantly ask about listings that didn't fit their requirements, write low-ball offers, and more.

One day, we were 30 minutes early for the next showing and it was about 110 degrees outside. I parked them at the side of the road, pulled out our Schedule of Showings and explained to them HOW IT WORKS to set appointments, what Sellers expect, and WHY we were not going to barge in an Owner's house at an unexpected time. Sometimes you can't connect by phone or text to reschedule, and that's tough - spend the time talking to your Buyers.

Any time is an appropriate time to have a consultation with them and explain how your business works. You should always be in control. LaNita Cates post is right on the mark.

Nov 21, 2014 03:25 AM

Michael Rasch

Hallandale Beach, FL

Carla Muss-Jacobs, RETIRED

RETIRED / State License is Inactive - Portland, OR

#15 totally missed your point, and it was well-made. The comments made are not germaine. What he did with his commute times seems to be a real off-topic from working with clients. Mr. Punctuality doesn't seem to understand that while he seems to be very much in control of his time slots (to the point of it being obsessive), you are relating how you can not control the buyers which is the point. And I agree. I've run into the same situations and when we have appointments set, yet want to give our clients ample time to tour without making them feel rushed and/or hurried, the scheduled appointments can run short . . . or long.

Nov 21, 2014 03:45 AM

Fred Griffin Florida R...

Tallahassee, FL

Jason Crouch

Austin Texas Homes, LLC - Austin, TX

Broker - Austin Texas Real Estate (512-796-7653)

I have a tough time imagining running my business like Michael. I am thankful that listing agents typically aren't present for most showings. I also can't imagine handling clients in this manner: "they marched to my tune", etc.

Nov 21, 2014 04:16 AM

Kevin Mackessy

Blue Olive Properties, LLC - Highlands Ranch, CO

Dedicated. Qualified. Local.

I always tell my sellers to be flexible with the showing window. Especially if it's in winter and there are infrequent showings.

Nov 21, 2014 05:31 AM

Ed Silva, 203-206-0754

Mapleridge Realty, CT 203-206-0754 - Waterbury, CT

Central CT Real Estate Broker Serving all equally

Trying to lock in on showing times is always going to be an issue. If possible I try to run a route where I have a vacant property in there so I can use it to make up time

Nov 21, 2014 06:58 AM

Beth Paisley

Winchester, VA

Praful Thakkar

LAER Realty Partners - Burlington, MA

Metro Boston Homes For Sale

Barb Szabo, CRS - its a good idea to keep listing agent in loop if buyers agent are running late for showing - and yes, it's a good idea to extend the time for which one is showing the home! At times, sellers have reasons to get mad!

Nov 21, 2014 07:32 AM

Beth Paisley

Long and Foster Webber and Associates,480 W Jubal Early Dr #100, Winchester, VA 22601 - Winchester, VA

Winchester Virginia 540-327-2813

9 Homes is overload, even I have trouble keeping them straight in my head!

Nov 21, 2014 07:47 AM

Amanda Christiansen

Fort Wayne, IN

Fred Cope

Reliant Realty in Nashville, TN - Nashville, TN

Looking For Homes With A Smile

Barb, great topic. As professionals, we can resolve issues when we remember WHY we are there. Listing Agent: my job is to help my seller understand, plan, prepare for "things happen" events, and offer myself as their venting apparatus rather than buyers and their agents. "Losing it" only complicates any offer, negotiations, and closings. Invariably, if seller unloads over tardiness, when they become the buyer, they will see the otherside.

As buyers' agent, I have a juggling event, may as well work to make it pleseant, work to their interest, have thick skin and a flame-retardent suite for dealing with seller's agent or seller. I take the blame, never point finger at my client, and find positives in the property to asuage the sellers' being inconvenienced and [hopefully] so kind to allow us to see their home.

There are things, times, events and the unknown that will make scrambled eggs of your day, so you may as well start out "over-light and "sunnyside up" lest you burn your bacon. Wear you best smile, and most gentlemanly manner.

Leave an angry client no reason to hang onto their anger. At the end of the day, consider a nice little apology and complement as part of your showing feedback. No benefit to be had in repeating the negative to your client or the other agent. Wish them well and move on...

Nov 21, 2014 08:24 AM

Frank Castaldini

Compass - San Francisco, CA

Realtor - Homes for Sale in San Francisco

Managing expectations is the name of the game. That goes for so many aspects fo this business. When showing properties your advise is sound. Being on time however to appointments with potential buyers or sellers needs to be honored best as possible.

Nov 21, 2014 09:47 AM

Dr. Paula McDonald

Beam & Branch Realty - Granbury, TX

Granbury, TX 936-203-0279

This is such an important point! Traffic is a nightmare many times which can wreak havoc on any game plan.

Nov 21, 2014 11:06 AM

Evelyn Kennedy

Alain Pinel Realtors - Alameda, CA

Alameda, Real Estate, Alameda, CA

Barb:

Scheduling showing is always difficult, expecially if you are showing the buyers property for the first time. Some of the buyers i have shown property to will take 10 minutes to see a home and other will take an hour. Calling the next seller and telling them you will be early or late is the best policy. A little consideration goes a long way.

Nov 21, 2014 12:20 PM

John F Muscarella

RIVER FARM PROPERTIES, LLC - Venice, FL

Broker/Owner, Venice, FL, Florida's Suncoast

Yes, the best laid plans often go awry. I do not appreciate sellers or their agents who mandate ontime visits. When I hear this I tell them I will have to reschedule and it may take another week. Usually that brings them around but... Sometimes it's our own ranks that make this business more difficult.

Nov 21, 2014 08:51 PM

Barb Szabo, CRS

RE/MAX Above & Beyond - Cleveland, OH

E-pro Realtor, Cleveland Ohio Homes

Jonathan. The same thing happened to me but it was not an agent's husband and my clients also bought a different home.

Jim, Rarely are supra boxes used on my side of town.

Nina, agreed!

Suzanne, it's a great plan and hopefully one that works every time!

Rich, I could not agree more. It is my responsibility to notify the list agent or the showing company if I will be late.

Carla, thank you! At the risk of sounding like I am preaching, things do happen in life. I have had more than one buyer say to me, "Barb I have to change and feed the baby. Is that ok?" . According to some views here I should just say no because we have to get to the next appt. and we cannot be even one minute late. That's not my style. I would prefer to call to say we will be late. If the seller says no then it's no and we will try to reschedule.

Jason, Nor can I imagine that

Kevin, you make a key point..."especially if there have been infrequent showings." Like it or not, some homes will get 7 showings in the first week and others will get 2 in the first month. The seller with only 2 showings needs to be a little more flexible.

Ed, vacant homes are not much of a problem here

Praful, Yes sellers do have a right to get mad. This post was not saying that the sellers should just sit back and take it. It's just an explanation to sellers out there that we can't always control the buyer with regard to how much time they will spend in each home.

Fred, what a wonderful attitude you have:)

Paula, I have to say that here traffic problems, at least for me don't come into play much....thank goodness!

Evelyn, do unto others....

John, another key point...sometimes agents are their own worst enemies

Thank you all for your comments. I try to be very considerate of other peoples' time but this is a good reminder for me to try even harder:)

Nov 21, 2014 09:09 PM

Richie Alan Naggar

people first...then business Ran Right Realty - Riverside, CA

agent & author

Agents are supposed to be the end-all be a-all to the Real Estate Transaction. If we don't get it done...who will?

Nov 21, 2014 09:56 PM

Susan Haughton

Long and Foster REALTORS (703) 470-4545 - Alexandria, VA

Susan & Mindy Team...Honesty. Integrity. Results.

I am trying to remember if I have ever had a listing agent accompany a showing...if it has happened, I have long since forgotten it. Reading through all of the comments, I do find it interesting how different our real estate cultures are in various states.

In our area, we either use a showing service or in 99% of the cases, we call the homeowner directly to say we are showing at such and such a time; houses are on electronic lockboxes and during the week, it's easy to go and show because all parties are at work. At any rate, since we are talking to the homeowner directly, in the event someone is home during the day, I tell them I plan to show during a certain window, but will text or call (their choice) when I am 20 minutes out so they don't leave for any longer than necessary. And I text when we leave. That may happen a couple of times for every 10-15 showings, so it's not a big deal.

At the end of the day, though, I agree with the sentiment things happen, buyers need to understand the process and necessity for being on time while sellers need to be flexible.

Nov 22, 2014 01:14 AM

Karen Baker

Sunset Beach and Beyond Realty - Sunset Beach, NC

Professional Help with Rapid Responses...

Barb Szabo, CRS ~ Wow the comments on the blog sure did bring out the best in some *winks*

We agree with Lenn Harley , Patricia Kennedy and Jenna Dixon ..

Nov 22, 2014 08:02 AM

Inna Ivchenko

Barcode Properties - Encino, CA

Realtor® • GRI • HAFA • PSC Calabasas CA

I agree, we just need educate our clients. Here in Los Angleles with our super crazy traffic it is almost impossible to be on time if you see few houses in a raw.

Sep 02, 2017 11:24 PM

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