I don't know if you know what a secret shopper is, but it is a person that is paid, usually by the owner, to go in to a store or restaurant, pretend to be a customer and evaluate the service, and if a restaurant, the food.

I got a call the other day from a potential buyer for one of my listings and they asked the usual questions that buyers ask when they are shopping for a home. Of course, I asked them questions as well, just to get a feel if they were serious.

I got all her information before proceeding, but after that, this is how the conversation went.

The first question they asked me is how many bedrooms it had and, of course, I asked them how many they were looking for? They said, "4" and I said, "Great, you are in luck, this one happens to have four bedrooms."

The next question was, "How many baths does it have?" Of course, I asked, "How many would you like?" They answered "at least 2" and I told them, "Wow, we may have found your dream home, this one comes with 2 and a half!"

Then they asked, "OK, How many square feet does it have?" I said, "With the way things are going, I'm guessing just more than you are needing, but let's find out, shall we? So what is the minimum size home you are looking for?"  She said, "2000 sqft." I then said, "This is your day, this is the largest home in the sub-division and it has 2154 sqft, but I have a question for you, if you don't mind me asking?"

She said, "Shoot!" I said, "Have you talked to a mortgage broker or bank loan officer yet?" She said, "No, should I?" I told her all the reasons she should do this before really getting serious about finding a home to buy. (Credit errors, may not qualify) I told her I didn't want to see any buyer get their hopes up and then get crushed with a "NO" it just hurts to much and usually after a person hears a "NO" it is another 2 years before they try again.

She said, "WOW, I didn't know that!" She then asked if the seller would consider taking less for the property than they were asking. I told her that I really couldn't answer that, as I just don't know and that isn't for me to decide. I am the agent, but my job is to present any and all offers and then it is for the seller to decided if they should take it or not. It would be like having a seller that asked about you "Will the buyer pay more?" I just don't know.

She was very grateful and I gave her three phone numbers for different mortgage brokers that I knew and suggested she give them a call and see what they could do for her and that I would call her in a week and check in. Then once she has the pre-approval that maybe we could go check out the house that she called in on.

That was the end...or so I thought! Three days later I got a call from the seller, saying "Thank you Todd for reassuring me of my choice in real estate agents!" "What do you mean?" I asked. She then said, "Three days ago, on the advice of a friend that most real estate agents would throw you under a bus for a deal, I was told I should have a fake buyer call you and see if you would throw me under the bus. I had a friend call and pretend to be a buyer and the main question she was to ask was, "Will the seller take less for the property?" and she did. You answered the way I was hoping you would with "I don't know, that isn't for me to decide" and I wanted to thank you for proving my friend wrong and making me realize I made the right choice in an agent that wants to make it a win-win and be fair to everyone involved by just telling the truth!"

I have to admit that made me feel pretty good, that is, until I realized that I didn't really have a buyer who was ready to go and get a home! Oh, well! So never throw your buyers or sellers under the bus, as the person you may be talking to may work for them!



Todd Clark - broker
Kastings & Associates
Phone: (503)524-9494
Fax: (503)622-8739

                    

                                    


Todd Clark (broker w/ Ken's Home Team)
Keller Williams Realty
Todd@IFoundYourNewHome.com
Phone: (503)524-9494
Fax: (503)746-9573

 

 

 

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 I am a licensed Realtor who specializes in Washington County, Oregon and also work in both Clackamas and Multnomah Counties including the cities of Aloha, Beaverton, Canby, Clackamas, Gladstone, Gresham, Happy Valley, Hillsboro, Milwaukie, Oregon City, Sherwood and Tigard. All information contained in these posts are copyrighted and cannot be used without prior written approval authorization from the author me Todd Clark. If you are looking for an outstanding agent please give me a call I would love to help you with all your real estate needs.

 

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15 Comments on I was secret shopped and I passed with flying colors

APR
12
2008
136,910 Points Outside Blog
WOW!!  Good job Todd.  You never know.  I was a secret shopper as a side  job when I was in college and I never thought about it applying to real estate.  You just never know.  That's why I take all contact from calls and emails seriously!  You just never know!
7:58pm • #1
Good for you!  I hear agents sometimes say they think they have been set up before with a fake buyer.  You did pass with flying colors.  Hopefully, you will get that serious buyer NEXT and close the deal!!!
Lora Bordelon
8:01pm • #2
Todd - I'd be honored any day to have you for my REALTOR!!  Your integrity shined through and through with that "buyer"...hopefully you'll have THEM as a client one day!
8:14pm • #3
Hit Router
Great job! It is nice that she fessed up to her 'test' so you did not have prolonged false hopes of a potential buyer.
8:17pm • #4
596,971 Points 39 Featured Posts Outside Blog

Todd,

This is a great post...I'm definitely flagging it for a feature...and it's given me fodder for another post rumbling through my brain...Thanks,   Fran

8:18pm • #5
226,968 Points Hit Router
That had to feel good that what you would say to any buyer at any time hit the ears of your seller.  If we all can just remember it is about doing the right thing.  The rest will follow.  Great job. 
8:29pm • #6
386,918 Points 19 Featured Posts Localism Sponsor Attended Rain Camp Called Shot Master
Todd - Great Job!  It's always nice to get that professional pat-on-the back for a job well done.   Here in Florida, there is a standing joke about FREC Checkers.   FREC is the Florida Real Estate Commission....and they are known to do that sort of thing also.   They used to just "show up" and inspect the broker records.  I haven't heard any horror story about FREC Checkers lately though.
9:06pm • #7
256,979 Points Outside Blog
Todd, Great job!  Sorry you don't have a buyer but at least you have a very happy seller who will send you more clients!
9:48pm • #8
APR
13
2008
1,909,564 Points 384 Featured Posts Localism Sponsor Outside Blog Attended Rain Camp Called Shot Master
Todd,  I saw a post yesterday where the opposite happened, although it sounded like the secret shopper just called the listing office.  It did not go well!  Glad yours did.  I'm not surprised that you passed with flying colors.
9:19am • #9
366,008 Points 17 Featured Posts Localism Sponsor Outside Blog Hit Router Called Shot Master
Todd - I am sure that you would pass any test given.  I worked in a casino years ago in Reno.  They called their secret shoppers 'spotters' and they were everywhere trying to catch someone doing or saying the wrong thing.  I didn't worry about them, but some people did.  Great post, I am flagging it, too.
11:43am • #10
123,159 Points 4 Featured Posts Localism Sponsor Attended Rain Camp Called Shot Master
Spot on perfect, Todd!  It's good to keep in mind that we don't know the motives behind any contact and should treat all contacts professionally and ethically.  Congratulations on the great report card!
11:48am • #11
290,106 Points 33 Featured Posts Outside Blog
Todd- Your behavior was how I would expect you to be. It is true we just never know, and if we treat everyone the same, and follow our Professional Rules....well then there shouldn't be any problems with ethics violations or integrity issues.
11:04pm • #12
APR
14
2008

Todd: Big Brother is watching! 8-)

We all must remember ethics is not something you put on and take off like a coat. It is our skin.

Nice to finally meet you. I have seen your signature in the Rain all over the place.

4:14am • #13
1,927,726 Points 155 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

Kimberly - I bet that was a fun job and hopefully it paid pretty good to!

Lora - I hope so also, but hopefully I will also get some referrals from it!

Linda - I hope so too! At least it proved to them that no matter who I am working for I'm working for them!

Nancy - I never get false hopes about a buyer, if they are not willing to come in to the office, then they are not a buyer and I never spend money before I get it!

9:38am • #15
136,706 Points

You just never know whom you are talking to and how it relates to your business.  The Fair Housing people will call and act like buyers, too, to see if you "steer" people to specific areas. Hopefully, we always are professional in our actions, just like you, Todd. 

 BTW, I really like the new pic and seeing a face!!

9:44am • #16

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