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What do you do if the customer is wrong?
As the sun came up over Hampton Beach NH, I was pondering an interaction yesterday. I am seeing more and more hostile consumers. No, not my customers, but people looking to hire real estate agents.
 
Lets start with yesterday. A middle aged couple living in a very upscale home in one of the State of New Hampshire's most desirable neighborhood's. They are behind in their payments by a good 2 years. Their lawyer called the bank to stop foreclosure and asked what the bank could do to help his clients.
 
The bank was very receptive and was even willing to take all the back payments and add them to the loan balance. Bring the loan current and reduce their interest rate to 3.75%. The home owner would then have to start making monthly payments with the property tax now escrowed into their payment.
 
The home owner though, declined as they are unable to make any monthly payments. Now common sense says you can not stay in your home if you can not pay for it. 
 
Fast forward they owe about half of what the home is worth in today's market. The lawyer told them to a short sale. So ... more

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