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Trial and Error - UpDATED with photos and response

It happened about three weeks ago...I received a call from a very nice Realtor in the Berkeley area who was referred to me by a current client. She wanted me to meet with her homeowner clients and put together a bid on a small craftsman style home in the heart of Berkeley.

I met the Realtor and the homeowner at the property. Took pictures; gave them my information; talked about the Cobalt Blue exterior and went on my way. I submitted the proposal two days later and received a phone call back the next day. They loved me, loved my work and website but they had received five bids and I was in the middle range. They were on a very tight budget (who isn't?) and would I consider dropping my price to meet the lowest one who was a hobby stager (her words not mine).

I said that I couldn't do that, but I would deduct a few things and lower it a bit. The Realtor called to tell me that because of budget they decided to go with the hobby stager, the lowest bid. She kept me on the phone for 45 minutes telling me that she was sorry because she just loved me and wanted to work with me and looks forward to the next time.

One week later - here is the phone call from the Realtor

"Kym, oh my what have we done? I just got a call from the Homeowners' they want me to drop everything and come over to the house." She went on to explain that the stager was at the house (three hours late) conducting her first day of staging (she estimated five days of staging) and they hated everything she was doing. "We are going to fire her and pay you to come and do it, do you have any openings?" She continued. "I just can't micro manage a stager I have enough to do...that's why I hire a stager in the first place!"

Fast forward one week later - we spent 1/2 day today packing the truck for this house to stage on Monday...I still wasn't the cheapest, but they realized, finally, that you get what you pay for.

On Monday, my crew and I will get there around 10:30 a.m. and be done by 5:00 p.m. We have insurance in case a mirror falls off the wall and hurt someone; we have an efficient crew, so it will be done in a day and on the market quickly; and the Realtor will be getting no phone calls in a panic.

Make sure budget is not your only gauge when hiring a Home Stager. Your equity is too important to gamble with!

The homeowners were over the moon when we were finished! The Realtor even more so! They had an excellent broker's tour and I have received two calls from new Realtor clients. Sometimes the hard ones are the best in the long run!

Posted by Kym Hough, Home Staging Professional CSP, RESA, Danville, CA on 06/20/2008 11:21 PM

Comments (29)

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29 Comments on Trial and Error - UpDATED with photos and response

JUN

2008

My guess is that the client didn't look at the portfolio of the 'hobby' stager.

What a shame.

It cost them more in the long run by not working with you in the begining.

If I run into a situation like this, and a homeowner or realtor tells me their decision is based on price, I'll be sure to remind them to ask for the stager's portfolio and evidence of insurance. It might be something they haven't thought of.

I still can't get over the "5 days to stage" the hobby stager quoted!

JUN

2008

I truly can't figure out how you have time to write Blogs. You are the busiest woman I know. It just has to be the Toots-Peet-Homie energy burst!

I actually have a list that I give my new clients on how to Chose the Right Home Stager. In BOLD RED letters it includes, "Remember, you get what you pay for... The bitter taste of a poor job will last much longer than the sweet taste of the low bid." =)

5 days to stage?!?!?!? That should have been a red flag right there.

Kym,

How unfortunate for these homeowners, that they had a bad experience with the hobby stager! Were they able to get their money back, assuming they gave a deposit or payment upfront?

well there is a saying and it's true " GOOD THINGS ARE NOT CHEAP, AND CHEAP THINGS ARE NOT GOOD " good lesson to learn.

Shobha

Kym, your post is filled with great information. You know, I can understand why it is difficult for home sellers to understand the process, the cost and the actual time involment because they haven't had experience with staging. As we continue to press forward in our educational endeavors it will become easier. I like many of the comments you have recieved from this post and must hasten to add that there will always be those who don't know what to expect, try for the low bid and live to regret the choice. That is sad but true.

Kym, thanks for sharing this story. I'm just waiting for that to happen here since I understand that a hobby stager just started up a "business" here in our small town. I really don't want to bail her out but I can hear the cries of the agents now.

Gotta put an article related to this in my next agent newsletter.

Connie - insurance. I did state that very thing, but they were willing to take a chance! Ugh...not a good chance. I know 5 days to stage a small 3/2 funky craftsmen with a small in-law What would you be doing for five whole days?

Michelle - yes they were able to get their money back. Here is the thing. The stager had in her ccontract if you don't like the job within 24 hours you get your money back. Another sure sign o a person who is not understanding what business we are in and how it works. If you don't have enough confidence to not have a clause like that in your contract you need to think about your quality of work.

Shobha - how true!!!!

Yvonne - Yes, its our job to explain the process to them. Some get it and some don't. They are willing to spend $3,000 on newly finished floors but not invest in the entire package. I completely understand budgets, but its important to present the entire package to the public so it sells!

Ginger - Let us know how it goes. I am all for people starting up a business. I know how hard it is...this hobby stager has been in business for a couple of years...one little addition. When they went to talk to her and let her know that they would not be using her she brought her personal life into the situation and became emotional. I do feel for her, but that is not the place to express your personal emotions. It's business.

Kym- At least this story has a happy ending! I find that most people aren't willing to admit they made a mistake. That must have been some horrendous staging that hobby stager did! I lost out on a job to a staging company that did a bad job, but the agent/owner would never have admitted that he made the wrong choice. I guess I got some satisfaction, though my bottom line is to help people sell their houses, and I feel bad for him.

What part of "hobby" didn't they understand? Thank goodness they pulled the plug when they did! Happy Staging, Kym! - Julie

Kym- Glad to see that in the end, the realtor/homeowner didn't settle for anything less than what the property called for, PROFESSIONAL STAGING. Also great to see that the realtor remembered what professional staging will get her in the end, and that's a sold home!

We too also include 'Questions' to ask when hiring a stager in our marketing packet. Clients who are solely budget driven, get what they pay for by ignoring questions in regards to portfolio, etc. which is a bad staging job and thier home sitting on the market. Clients that choose our service get what they were looking for which was their home sold in less than 30 days! (Our stats for 2007 avg. 17 days from staging to contract)

We just got a call from another property owner yesterday that her $1.375 mil home, that was listed early Nov. and staged 30 days ago just received a full price cash offer! She chose us because of our portfolio and marketing packet, specifically the question sheet. She said she would have never thought of asking certain questions, and thought it showed how professional we were in providing this to consumers!

Congrats to you and your team! Be sure to post before/afters!

Michelle

It's like the difference between shopping at Nordstroms & "...."! In the long run the sellers saved money by hiring you cause it will sell quicker & it didn't take 2 weeks to stage, lol! Good job:)

Excellent Blog! I hope many many agents and homeowners read it and really understand!! Great job.

Very professional, informative, and factual story of the home staging industry today! Thx for posting this Kym. A wise display of the value good home staging can offer.

That was a tough lesson for the homeowners to learn.

Hi Kym - great advice for anyone in any business. It is understandable that real estate agents want to please their clients; when a seller hears 'they can save money', and of course we all want to go there. Experience tells us differently and every day, more real estate agents are promoting the benefits of professional home staging verses mere attempts to copy the TV shows.

Great great example!

Hi Kym,

In our market here there are some"hobby" stagers coming into the market as well and undercutting the industry. Very frustrating but I think in the long run, like you proved, that you get what you pay for. It is unfortunate thought because it can give home stagers a bad rep.....

Michelle - love the idea of questions in my packet. Anyway you can blog and share this or is it on your website? Can I borrow the idea?

Gaby - you know that's my line same white shirt two different stores which was is quality and gets the job done in the long run?

Sheron -I hear you about the TV shows I always bring it up in the conversation first! Manage expectations.

Lisa - yes bad rap but it also gives us an opportunity to shine! Professional Experts 24/7 :)

What a nightmare that must have been for the homeowners!

I bet they *loved* you when you came in and did the job and was gone in a flash. No doubt you will get some great referals from them.

Thanks for sharing this experience!

JUN

2008

Great example of Newbie Hobby Stager vs Professional Stager Extradordinaire .... in other words, people, don't waste your time & money ~ hire a professional the first time!! Great post.

Wow! I am reading this and thinking of the hobby stager... what an expensive lesson learned. Too bad. I know we have all had lessons in our line of business, and that just goes to show that sellers and agents alike need to do their homework before hiring a professional in ANY line of work. (Hoping they find the professional that has learned the most lessons! LOL)

I had a design client once that hired a painter soley based on price... one of the worst paint jobs I've ever seen! Over painted on the ceiling and trim... she called him to come back & re-paint and made sure she wasn't charged for it (thank goodness she was tough), but she found out that he hired $10/hr laborers instead of being the professional painter himself. I completely agree that YOU GET WHAT YOU PAY FOR!!

Aloha, Lachelle signature

GREAT story; glad you stuck to your pricing and earned the business.

Great post Kym! Everytime there is an opportunity to share stories such as yours, I think is important for the consumer. Hiring just any old stager will not cut it. There is a huge difference in this industry...and once people become more educated on the quality of staging choices, they will go for the Gold! Hoo-ray for saving the day! Regards-Kathleen G

Lachelle, it's so true. It's not about just hiring the best stager. The whole presentation is important. It also doesn't mean you need to always hire the most expensive. You need to make sure you get what you pay for and you need to pay for the right thing. A bad paint job is just as hard on selling the property as bad staging is...live and learn! Kym

I bet those homeowners are kicking themselves now that they didn't hire you in the first place. These "hobby stagers" are not only hurting the industry as a whole, they are also hurting their own reputation as well. It won't take long for word to get around that this stager's work isn't up to par.

This is a great post for the public to see Kym. Hopefully it well prevent a few families from making the same mistake that these homeowners did.

Kym, Great post! This is so true, you do get what you pay for. And yes post it for the public to see.

In the film business they have a saying "If you pay peanuts, you get monkeys". I always think of monkeys making the bed when I hear that a homeowner went with the lowest bid.

The problem is that most people don't really understand what it is we do, therefore they don't know how to value experience and professionalism over low price.

I'm glad they came to their senses and went with you. Once you are done, I am sure they will be able to measure the difference a few extra dollars made.

Charlene - yes, lets hope. I doubt it though. How can we turn this kind of experience into a marketing piece? Maybe an article that is published that I can put in my portfolio to send out with my packet? Hmmm...yes, that sounds good. I will have to make that happen.

Michelle - that is so true. Our clients always think we are amazing after we stage, but until they see the product its hard for them to visualize. That's why my wonderful Realtor clients are so important because they pre sell me and my services before I even step through the door which helps the homeowners make their decision and everyone wins!

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