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Dear Angry Web Consumer:

First of all, thank you for visiting my website. I thought it would go unsaid, but I feel it's necessary to point out that YOU visited MY website. No one forced you to visit and take advantage of the free information I provide therein.

You visited my website 8 days ago. You did not provide a name or a telephone number or an address, just an email. You did not respond to my emails, so I did add you to my automatic email campaign so that you would know your information had been received.

Perhaps there is something negative going on in your life right now. Perhaps you had a bad experience with a Realtor in the past. I can understand that. We all go through rough patches and have our own stories to tell.

But I'm not that Realtor. I've never met you. I'd love to help you, but it's awfully hard to help when you do not provide contact information and do not reply to messages.

You said in your email that "damn realtors like you care more about your damn
commission than really helping people."

I take exception to that. I do help people-and I enjoy it. My compensation for helping happens to be commission-do you hate the bank teller for getting paid to process your check? Do you hate schoolteachers for getting paid to teach? Do you hate doctors for billing for your medical visit?

You also said in your email: "To be
perfectly HONEST and yes I am being honest with you - if people do
not have their financing in order - it is NOT your job to do it! You are
part of the problem - not the solution. You is not to be taken as an
individual but plural for most of the people in your profession!!!!!!"

I also take exception to this statement. See, I've been selling real estate full time for almost 10 years now. I know a fair amount about the mortgage world and feel that as a Realtor professional, it's my duty to help keep an eye on that process to make sure everything is legitimate and that you are not endangering yourself with a loan product that could hurt you over time.

You also said: "GET A LIFE and begin to understand that this
damn country is facing a DEPRESSION -not recession (read BARRONS
TODAY)"

I am a fact-based individual. Are there economic issues right now? Sure. Will more come down the pike? Probably. But are unemployment rates at 30%? No. Are there bread lines stretching for blocks on end? No. Are there shanty towns in our cities? No. So let's come back to reality and not call this a depression. I refuse to be held hostage by your 'chicken little' attitude. I know that part of-perhaps the biggest part of-our problem today is a pervasive sense of fear and negativity. Houses have been bought and sold in every market and market condition. Folks will always need a trusted advisor when it comes time to deal with this huge single financial transaction. I will be here for them. You may not need me, and more power to you. But I will not leave my clients to the uncertainty of facing this market alone.

Oh-and when I replied to you that I am praying for you? I am. I pray daily for people who have allowed fear to overtake their lives and I pray for those who feel a need to drag others down with them.

***update-the consumer responded! Read her thoughts here***

Leigh

Posted by Leigh Brown Charlotte NC Broker/Owner on 02/09/2009 12:01 PM

Comments (82)

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82 Comments on Dear Angry Web Consumer:

FEB

You are one cool cookie, I do not know how long, if ever, it would have taken me to respond like you, great job!!!

Great response, Leigh. I find it interesting when buyers do visit AND sign up to receive emailed listings, and they get mad when (1) they are getting them because the email THEY provided is wrong, or (2) they get mad at me for sending them (it's automatic, of course, and THEY requested them). I take it with a grain of salt and discontinue the emails.

Jeff

Leigh is just a real kick of a person to work with - This "cyberstalker" was probably just refreshing their daily duties of harrassing people who are just trying to make a living.

I laugh when they say "you are just interested in making a commission"...uh, I call it a paycheck.

When someone asks me if I do charity work I laugh and say "Of course, I'm in real estate...I only get paid for a partial amount of the time that I go to work. The rest is charity."

Leigh, have a super day. I know you will.

Nice email response Leigh. If we're facing such a depression why is angry consumer looking for houses on your website?

I think angry consumer needs to get a life

There are so many worthy home buyers and sellers out there, why do we have to spend time listening to the vitriol of the agent haters??

Surely that person doesn't expect anything from you.

I got a call yesterday from a gentleman who wanted to hire me to do research for him about new homes in one of my market areas. He can tell from my web site that I know what I'm talking about, he says. He wants to hire me for a couple of hours to research for him.

However, he wants to pay me for the research but doesn't want me to introduce him to the builders.

I politely, (actually, I was chuckling) told him that he couldn't pay me what my time is worth.

You are very calm, I'm glad it went to you and not me. Because I would have added a few extra words.

Leigh- Well said.. I get a number of the "angry" consumer comments... all are anonymous and seem to have much in common with your "buyer". They expect prices to fall to meet their demands/expectations rather then they may have to do something to increase their income and/ or cash reserves.

Your response reflects your true professionalism and integrity. THANK YOU for being a positive role model for our industry. I'll be praying for both you and the sender of that message.

Leigh - I'm standing up clapping. Nice job - you handled the email well. Well played, my friend!

WOW! That was amazing. It was such a upfront yet classy approach! You couldnt had said it any better!

Thanks, guys. I sent a link to this post to the consumer-I do hope she visits us and shares what in the world happened to make her hate us by virtue of our profession.

Beautiful! Very well stated and straight to the point. I can only imagine what the "angry consumer" must have felt like after reading your response. Is he still on your list?

I hope she visits, maybe she will have the courage to speak up and we can all learn from her.

In the middle of a post for AG on email responses, this was timely.

Bravo !

Like Kim said, you get a standing O from me for this post !

Brilliantly written :o)

Cheers !

Sheldon

"You said in your email that "damn realtors like you care more about your damn
commission than really helping people."

You are one of the most genuine people I know. This must have been a very sad person (who does NOT know you at all) to attack someone this way - especially someone as wonderful as you. But at least you know now & can move on to a buyer who clearly wants your help & desire to find them what they want!

-- Keep fighting!

Hugs - Beth

I some how got on a list of another Realtor outside of my MLS. Her listings come through via email, I look, I delete. No biggie. One day though I was having a bad day, nothing was going right, and her email came in and I sounded off and sent the email.

She responded just as gracefully as you did. No arguments just the facts (I provided her with my info somehow). She removed me from her list.

I will say. The Realtor knew to give me 48 hours to cool down and apololgize for the inconvience. By then my funk was over and I felt the need to call her and personaly apoligize. Luckily she understood and she's more than welcome to send me stuff. I send her stuff, and we critique each other. Dare I say, we may be friends.

By now she has read your reply, likely calmed down, did you call or email and ask her what the problem was, and how you could help her?

Great job on handling a situation that most people would have just blown up about or better yet, hit the delete button. I probably would have hit the delete button.

Leigh - I truly feel sorry for some people, they go through life bitter, angry at others, resenting their current lot in life. We couldn't make these people happy even if you did exactly what they said they wanted - they just have to lash out. Its very sad. When I worked in the luxury car service industry I dealt with plenty of people who would try to berate or blame you for any little thing that happened. Its happened every day! Too many people aren't thinking about where they're going in the end and who'll be there to say good bye. (see my how to be rich post)

Brian.

Very well written. I enjoyed your professional response.

Leigh-

I wish you and I were in the same market. It is always my preference to work with a professional.

Your abilty to handle this person with GRACE is testimony to your strength of character!

Nice Job Leigh... Kill'em with Kindness... That jerk deserves every automatic email that slaps their face...

Wow! I have never had anyone contact me upset like that. I'm not sure what I would do.

Leigh- sorry you had to deal with this email... great job handling it with integrity and character!

SO, I'm curious, WHAT WAS THE RESPONSE? Did you get one? Way to go with your response, very professional!

Very well taken care of, Definitly killing them with kindness, I don't know if I would have been that nice about it. LOL Props for you!

Great response. I don't know how long after the email you waited to respond, but I would have had to wait a day or two or I would have blown a gasket in my response.

Leigh- I commend you for professional yet honest reply to this individual. It does appear they have had a bad experience with a Realtor or Banker in the past.

You did a great job of not slinging mud with this person, but at the same time standing up for yourself.

Good Job !!

Very well written answer. If we needed a spokesperson to represent our profession on air, I'd certainly put your name in the hat!

Great response. You handeled yourself like the professional that you are.

Absolutely....spectacular. Handled with respect, dignity and charm. Love it!

Leigh Fantastic response. Thank you for your professionalism. Your counter points were right on message. I agree with others you deserve a standing ovation for handling the angry consumer with such grace.

That is a very interesting story, you responded professionally, and kind of humorous also, I like that.

I found out the way to respond to people like that is to "argue" back in gentleness and humor. Leigh, it is a great blog!

I really don't understand these people that get online and leave nasty remarks - they seem to have nothing better to do with their time! I appreciate your sharing because this happens so frequently and people need to know what Realtors deal with every day!!!

Way to take the high road, Leigh. Just dealt with something similiar myself recently. Just gotta let it roll off your back like water off a duck.

Well Done!!

I just tell or write people thank you so much for expressing your concern and I wish you the best.

One of my agents has on her licensed plate "ILUVMY3" referring to her kids. She was at an open house and got yelled at about how greedy Realtors are that are so proud they announce their commissions to the world. She said "huh?" He showed her the license plate and said how greedy can you be to put that on your license plate. She told him "the 3 are my three daughters and you can leave now, good bye".

We don't have the time to fix people like that.....

Hi Leigh,

Maybe the case of sexualfinancial frustration or not being able to get in on the bandwagon that once was. Who am I to say but it seems that they probably went to other agents websites and left the same frustration. It's very easy for someone to leave an anonymous comment so this way they can just say anything they want to help their pain.

Here Here! Good job, Leigh. There's always going to be some of those out there. It just makes me think of something one of my heroes said, "Life's tough. But it's even tougher if you're stupid!" (John Wayne)

I could not have said it better, you mind if I send this to my client base!

Just kidding, but a client recently asked me "What makes you worth that much of a commission". I had sold his home in three weeks after listing it. I was embarrassed because we were at the closing table with the buyers, their attorney and other agent sitting there.

I was taken back for a moment, collected myself and turned to him and simply asked him "If I had not sold it for 6 months ( through the winter) while you heated the empty house, made payments and paid taxes and maintained it with driving back and forth to check on the pipes, then would I have earned my commission? I continued with the facts, that I sold this property to you after two summers of looking for the right cottage, looking at 47 properties during that time. My weekends, evenings, gas and driving to meet them with contracts on both deals, made me worth my 1/4th of the check in my hand!

Having to take abuse verbally goes with this profession. It's all about HOW we handle it! You get my kudos!

pati

Good for you for finding a venue to release this venom. The best thing you can do is unload it and not burden yourself with it. It is a shame that there are agents out there who have been unscrupulous in the past, and has tarnished the name of many a good Realtor. The saddest part is it sounds like the visitor is terrified and has a bad situation on his/her hands, and doesn't know what to do, so they are lashing out. What they need most is help, and they are afraid to trust anyone to help them. Probably a really bad past experience put them where they are today.

Way to go! I completely agree on the negative energy prevailing upon our society. One of my early mentors was asked what was it like in the 70's and early 80's with those economic conditions. She stated that people still had to have a roof over their head and people still moved from place to place. They also did a lot of Land contract financing. However, finding money with a fair interest rate is not the issue currently but an overwhelming pessimistic attitude of the consumer drive largely by the media. NOW, if we could just get the media to talk about something positive or shut up..... I believe we would see a miraculous recovery because we would spend money like we have done in the past.

Leigh,

Bravo to you. Though, I have to wonder, why you took the time to respond. I learned a long time ago that people like this cannot be reasoned with - they are too busy thinking of their rebuttal to listen to what you are saying. I was actually in the middle of a conversation with a fellow Loan Officer when it dawned it "I am COMPLETELY wasting my breath and my time."

I hope you are getting TWO leads on your website for every ONE of these. Great job!!!

Maryellen

Great response Leigh. I think what you experienced was an angry outburst from a very hurting person. probably on a regular basis a very "nice guy" but with the economy where it is MANY people are hurting. I appreciate your comment about praying for people. I pary for my clients every day, some know about it and some don't. I am reminded of a scripture. Proverbs15;1, a soft reply turns away wrath. Well done.

Leigh, I love your response. You showed your class for sure. I had a web customer ask for info., leave his phone # and when I called him he told me to F-Off! Some people make themselves feel better by trying to bring others down-I am glad you didn't allow it!

Leigh, thanks for your tongue-in-cheek response to the angry man. Sounds like he has issues larger than any of us. Just glad you aren't married to him:-)

So great to see you featured! Great response, I hope you sent it to the real contact too. Very clever. It sounds like he has issues beyond real estate!

Hey Leigh, Sorry you had to experience this consumers vitriol. You handled it well! I hope & pray that whatever is causing their mean spirited attack is resolved in their life! It surely goes much deeper than resentment towards our profession.

Hi Leigh -- You sense of reason, soundness, calmness, factual, openness and unwavering service to your clients comes through loud and clear! :-)

Ouch and Amen.

Something is seriously going on in this person's life. I'm glad you're praying for him.

Leigh--

Good for you! I have had the opportunity to work with real estate brokers from all over the country in over 15,000 transactions during the past ten years. You are professional, and the way you handle your clients is fantastic.

Unfortunately it is folks like the one who launched an unnecessary attack against you make me question my profession everyday...

Keep up the good work!

Jaime

Leigh...you handled yourself like a pro! So many people are just unhappy about life in general. Life is too short. There will always be the Realtor haters, no matter what we do. Sadly!

Leigh-Some people just don't understand that the majority of realtor professionals really care about their clients and if we don't do a superb job for them we will not be lucky enough to receive a possible referral. I'm very happy to say that I consider most of my clients friends. Loved your responses! Best to you~

You handled that very professionally

I love, love, love this post. Hats off to you, Leigh, on a job well done.

Leigh, I think you are one cool real estate lady. I would have hit the delete button and wrote him off. Man, we are finding these guys everywhere right now.

Wow, what great comments! I believe I would have lost my cool on this person. You ROCKED! Great post!

Great response Leigh. There are those that can never be converted, but there are just as many that are following the "line" that they've been told to follow.

I met a cranky old man at an open house. Was nice to him. Treated him with respect and thanked him for stopping by. He walked out and I felt like I'd just been hit with a ton of bricks, he was that frustrating.

Two days later, I get a call from this vibrant man asking me to come for a listing presentation. Here it was this old man, he'd been out working open houses for agents for his daughter's house. He liked me because I respected him and defended the house, even though he was being (in his words) a horse's ass.

Didn't get the listing, went to a more established agent. But still remains my only $1,000,000 listing appointment and for a guy that averages $100k that's a cool feeling.

Toby

This came from one very angry person, but kudos for you for taking the opportunity to educate someone who chose to attack you. Well done.

Hello Leigh... Happy NEW Year! Glad to SEE you! This was good... for YOU and for the angry person. Have you noticed an increase of anguish being expressed lately?? Folks are no longer interested in keeping it in... they are letting you have it without holding back.... it's explosive! You handled this well. Be encouraged!

Amen.

I hope your email-writer is a blog-reader, Leigh.

FEB

Hi Leigh,

Yikes! It's tough to hear about someone who must be so miserable. We met when you were in L.A. some time back, and boy has he got you pegged wrong. Some folks just can't be helped.

Good evening Leigh,

There's an old saying about goofy emails like that. "Please don't feed the trolls". :)

Welcome to my world!:) You did great! Just grow thick skin and keep going. I feel sorry for people like this buyer. They must be very frustrated:(

For some the best benefit of using email is remaining anonymous while allowing them to attack anyone they choose by sending them an email. By doing this it allows them to not be held accountable or responsible for whatever they write as they continue and then feel empowered by seeing it in print. To the rest it is a means of interaction and obtaining information and those are the real customers.

Keep a level head and kille'em with kindness.

Leigh,

People don't seem to get that the world is serving these people the precise thing that they are dishing out already. I'm not surprised these people are hostile-who is going to help people who anonymously insult strangers?

WOW! Thankfully I've never had an email like that... but I do get that "chicken little" attitude when I visit certain discussion forums on the "Big 3" national real estate websites

Leigh,

Thats my client, she was here last week...ah never mind you can have her. I do have a template letter that I send these folks, and I might add some of your comments to it if you don't mind.

Dick Beals

Leigh,

The thing that is so funny about that comment is that it is as if she thinks real estate agents are somehow volunteers for the red cross or the peace corps. We are small business owners, and yes, we do have families to support. So naturally, we want to make money. Don't most people when they go into work in the morning?

Hmmm, in my experience, if people do not have their financing in order it's generally pretty tough for them to successfully buy a house.

Leigh, very nicely handled with dignity and professionalism. One can only hope that it gave her cause to pause a moment and think.

What a fantastic response you provided to the consumer. You go girl!

That was a great positive reponse. Well done!

Leigh, you handled the other Angry Web Consumer with grace and class. Though the internet offers plenty of opportunities for "anonymous" negativity, Google never forgets. Thanks for sharing your response - it's a perfect example of how to handle that type of feedback.

An Bui

FEB

Leigh, You handled this like the CyberStar professional we know and love..

Take a look "Making Hay When the Sun DON'T Shine" Hope everyone signs up to listen to you and Dianne.

You know folks, she and I have struck up quite a dialogue now. She just needed to be heard. And her complaints are more than valid. The question remains if we are strong enough to take action and improve our profession.

Hi Leigh! Unfortunately this is not a rarity these days! I commend you on your patient, thorough response and for continuing to pray for this woman, who obviously needs to be re-programmed to see that glass as half-full! Thanks for sharing!

Debe in Charlotte

Leigh...total rock star reply! Can I borrow this next time someone who requests info. on my web site has sudden amnesia?

Articulated like a true professional...oh ya, and a Cyberstar!

FEB

Good evening Leigh,

You've done a spectacular job! I hope you eventually earn a nice commission for your time and effort. You've already earned my respect with your patience and professionalism.

Brilliant!

So well written and the message is loud and clear.

Love the follow up too!

FEB

I am GLAD to hear the UPDATE/OUTCOME... it's what EVERYONE wants... to be heard!

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