Are you worried that your prospective seller won't like the truth, and it could cost you the listing?  In other words, if they don't like the message, they might "shoot the messenger" -

How do you handle it when you walk into a prospective seller's home and your reaction is something to the effect of...

  • Whew, this house stinks!  I can't breathe!  I need fresh air!
  • This place looks like an annex to the city dump!
  • Has your bathtub ever been cleaned since you moved in (15 years ago)?
  • You want how much for this house?  You've got to be kidding!
  • One, two, three, four, five, six, seven, eight, nine... How many cats do you have?

 

There really is no way to diplomatically handle situations like these, although I find that many sellers will acknowledge the truth without too much resistance when they know their house is not ready for prime-time.  (Which is not to say they have any intention of correcting the situation.)  Frankly, if these sellers shoot the messenger - i.e. don't list with you because of your candor - who cares?  Any listing with extreme "issues" is going to be a tough sell anyway.

The truths I have trouble delivering are the ones that may offend very nice people who are very very proud of their homes and convinced that it is the best on the block.  Delivering these messages with tact is important if I don't want the seller to go searching for another agent who doesn't tell them the truth.  And more important, I really don't want to offend them because their home is ideal for them and their families.  But my job is to help them find a buyer, and I can't lose sight of that. 

Once again, it's not what you say, but how you say it, that really matters -

Red Room

 

The truth:  Yikes, this color reminds me of  ___________! 

Your message:  Mr. and Mrs. Seller, this color is perfect with your things, but statistics prove that neutral homes sell more quickly and for more money.  Let me give you the name and phone number of a painter who can help you neutralize your home before we put it on the market so buyers can imagine their own things in this home - and that's our objective, right? 

The truth:  This furniture is way too big for this room.   

Your message:  Mr. and Mrs. Seller, that furniture will be perfect in your new home, but there's too much of it for this home.  Why don't you move some of the pieces (be specific) to storage while your home is for sale so buyers can focus on how their own furniture might fit in this room.  And the side benefit is that the room will look much larger to buyers with just one couch instead of two.  The larger it looks, the higher the sale price!

The truth:  Pictures, pictures, pictures - not an inch of wall or furniture-top to spare.

Your message:  Mr. and Mrs. Seller, you have a wonderful family.  I'll bet you really enjoy these pictures... why don't you tell me about them.  You know, I'm afraid that buyers will want to stop and look at your pictures when they walk through, and that may distract them from making a buying decision.  Why don't you pack these photos and put a neutral paint on these walls so prospective buyers can focus on the updates in your home.

Proud homeowners want you to be impressed by their homes.  They need you to validate their choices in decorating, storage, landscaping, etc.  Yet you can tell them the difficult truth about needed changes without it coming out of your mouth sounding like a personal opinion.  These sellers are eager to please and eager to sell, and they will appreciate your communicating with them how buyers are likely to react to their homes.  The prospective buyer then becomes the messenger, not you.

Your sellers can't afford to shoot any prospective buyers, so you'll be safe.  You'll get the listing.  And everyone will live happily ever after.

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
Direct:  (410) 451-6245 or click on EMAIL

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41 Comments on Don't shoot the messenger!

20 Most Recent Comments Displayed Show All

APR
21
2007
2 Featured Posts
You have some very helpful scripts that I am going to incorporate into my business.  One script that I was taught early on that is very helpful is to set the stage.  On a scale of 1 to 10 with 1 being that I tell you what you want to hear and 10 with me being brutally honest, how do you want me to communicate on that scale.  (Most will say 10, though a few sensitive souls may ask you to be a softer 8 or 9).  Then when you have to deliver the bad news, you've set yourself up and can begin by reminding them that they wanted you to be brutally honest.  You then say, "I'm going to be a 10 here- like you said you wanted me to be."  Works like a charm.  Try it--you'll like it.  lea
4:10pm • #22
130,681 Points 2 Featured Posts Outside Blog
Excellent post and comments. I have bookmarked for future use. Thanks to all who share!
4:32pm • #23

Margaret,

I can deliver almost any message easily but the hardest is when the wife is a lousy housekeeper.  I suggest they watch the HGTV shows to get their home ready for showings.  Sometimes they "get it" and sometimes they don't.
5:06pm • #24
1,585,053 Points 430 Featured Posts Outside Blog Attended Rain Camp Called Shot Master

It's always tough when you have these issues to confront. Diplomacy usually works but sometimes the sellers are too blind to the problem. Focusing on the potential buyers and what they will be looking at, as you point out, can help. These days buyers seem to be looking for any reason not to buy or to create a great deal by discounting, so paint colors (even though easy to change) and clutter that distracts them and make the room look small leads to a lower offer or they simply say no way. And as others have said, if it is that much of a challenge than it's better to not have the listing. The message from a third party makes lots of sense. I have also have a few situations where asked several colleagues in my office to come look at a place before pricing, and got great feedback from agents about the issues AND a lower price. it actually helped.

Thanks for your thoughts, Margaret. Some good information.

Jeff
5:09pm • #25
200,847 Points 11 Featured Posts

I usually hand them a staging CD that my broker bought at one of those meetings and it really works. So I am not afraid of giving suggestions after I get the listing because I learned my lesson the hard way:Well, I was used as a listing agent and they took all my suggestions to hart however they did not choose me as their listing agent. When I went for the Broker Tour to my Surprise they had done every thing from the colors of the walls to the color of the carpet, and placement of the furniture that I had suggested!!!!!!!
5:14pm • #26
865,945 Points 18 Featured Posts Localism Sponsor Attended Rain Camp Called Shot Master

You have captured the art of "reframing"  Saying things in a way that show the seller what is in it for the Seller without insulting the Seller.  I think you have a log of great information here.
5:58pm • #27
145,977 Points 7 Featured Posts Outside Blog

Margaret -

Great post!  Love the translation between what we would like to say and how we try to say.  Thanks for the smile and the truth!
6:15pm • #28
117,316 Points 8 Featured Posts
Nice post, Margaret.  I try to give honest feedback after showings, which hopefully helps listing agents deal with sticky issues they may not want do bring up directly with their sellers. 
6:20pm • #29

A stager is something missing in our rural area, but one sure could give me some relief.  I am just glad not to find dirty underwear on the floor.
6:20pm • #30
122,017 Points 6 Featured Posts Outside Blog
I have a listing that will not budge on anything. He thinks people need to be more creative and be able to see his home and not his stuff.
9:49pm • #31
424,724 Points 45 Featured Posts Outside Blog Attended Rain Camp
Very good way of putting those things.  It's always tough to tell someone that their special red color has to go.
9:52pm • #32
293,094 Points 19 Featured Posts Outside Blog
Christy, unfortunately I think we've all had these types of seller before but what we have to get through their heads is that once they decide to sell their house, it's no longer about them or their opinions. The focus now becomes on the buyers and their opinions. Taking the approach that the buyers out there should get more creative or they should just accept the sellers' tastes is narrow-minded and counter-productive to the desired outcome. Its all about widening the net. That means making things more mainstream, neutral and acceptable to "the average buyer." The more objections we're able to knock out BEFORE the buyer walks through the door, the more likely they are to start visualizing their own things, colors, styles in the home. It's like a blank canvas. Can you visualize your own painting on a canvas that's already been painted? Maybe, if you try really hard, but you're more likely to visualize it on a blank canvas. Most buyers aren't going to take the time to try really hard to visualize. It has to be easy for them. The harder the seller makes it, the more he/she is narrowing the pool of buyers for their property. OK, enough of my rant. It can be frustrating to work with these types of sellers and that's what I said above, find these things out up front and if the seller's not willing to work with you as part of the team, it's probably not a listing that'll be worth your time & energy. Be selective on what clients you take on.
10:46pm • #33
162,021 Points 8 Featured Posts Outside Blog
Margaret- Nice post! I always give a positive before the negative. Most people want the truth, I agree its not what you say its how you say it.
11:05pm • #34
APR
22
2007
201,417 Points 12 Featured Posts Localism Sponsor Outside Blog Attended Rain Camp
Absolutely!  I try to treat each client or potential client like I would like to be treated.  I've had extremely nice clients who called me after an agent completely made them feel as if their home wasn't good enough to list.  One of the more memorable ones was a cute home that I may get the listing on again this week.  The woman that called me was the neice of the owner.  The owner had recently died and was a reclusive professor.  She was known for being slightly eccentric and the house reflected that.  The agent the neice had talked to before had reduced her to tears.  She was a referral from this womans church too....  I calmed her down, did a few things to get the house a bit more presentable and had an offer 2 weeks later....
4:42am • #35
Margaret, As I have found myself doing the exact same thing that you speak of. I am sometimes so focused on getting the listing that I am fearful of stating (even the obvious) may need some modifications. Bookmarked this to refer to from time to time for pointers. Thanks.
8:05am • #36
APR
24
2007
455,251 Points 11 Featured Posts Outside Blog

You always have to tell the truth....and we should know how to phrase things so it will be easier on people to hear....instaed of saying,"Your dog stinks to high heaven"...How about..."Maybe we could get some kind of freshener to make the scent of your dog more pleasing".....

=-D

 
12:16pm • #37
256,826 Points 1 Featured Post Outside Blog

Hey Alexander - what kind of freshener would that be?

I know..... be gentle, be kind, speak words that build up

- not tear down.  I works everywhere doesn't it.
12:53pm • #38
APR
26
2007
 Great Post, thanks for helping me be able to be more tactful the next time
10:13am • #39
OCT
07
2007
328,743 Points 5 Featured Posts Outside Blog
Margaret, you are a born blogger.  Great tips on how to be diplomatic.  Sometimes, it's all I can do to keep my mouth shut because I tend to be a bit impatient with people who want to sell their home, plus think it's worth a million dollars, and not see the mess!  I have a listing now with issues and it has not been any fun at all trying to sell this one.  I will pass up the next listing that has the sort of problems.  It's just not worth it and especially when the seller won't listen.  I thought your post about the house having it's own website is pretty clever too.
1:00pm • #40
823,820 Points 155 Featured Posts Localism Sponsor Outside Blog Hit Router Attended Rain Camp Called Shot Master

Hi, Donna -

Well, apparently I had not yet discovered the art of acknowledging comments back in April because I didn't!  How on earth did you find this six month old post?  (I'm glad you did!)
1:42pm • #41

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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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