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Taking a Step Back to Re-Evaluate

By
Mortgage and Lending with Directors Mortgage 200308132

While driving back 6 hours home from Eastern Oregon, I had time to reflect on some things in the car while everyone was sleeping.

On the trip back, I received several angry messages from a client (who is soon be an ex-client) about some points she wanted to bring up with me.

Point 1: You never answer your phone calls.  You never call me back when I call.

Answer: I don't answer every phone call just because they are from my clients.  I have learned that over the years, the more you answer their calls when they want you to, the more you trained your clients into thinking they are your only clients and more importantly that your time is of no or little value.  I especially do not answer calls that say, "YOU MUST CALL ME NOW! IT"S AN EMERGENCY!"

I have also learned that in all the years I have been in this business, never has there been truly an "emergency".

Point 2:  You told me what to do and you didn't even ask me.

Answer:  I never tell anyone what to do.  You are my client.  I am working for you.  You ask me what the options are, I tell you your options.  You pick the option that best suits your needs and situation at the present moment.  If you ask for an opinion, well, I will give you my best professional opinion.  That opinion may not be the one you want to hear, but you asked.

Point 3:  I wanted to walk with some money so I can start my life over after the short sale/foreclosure.

Answer:  Sweetheart, I can't make the debt go away.  I didn't take out a second against the house for fun stuff.  I came to you after you were already in debt.  We didn't run to Mexico or on some 8 day cruise.  You spent the money.  Now, there's no more money.  You lost your job.  I can sympathize but you owe more than the house is worth.  Maybe call the President for a bailout.  Sorry can't help you but to help you sell your home before the auction date.

Point 4:  Hope you had a great holiday.

Answer:  Strange thing is, that just brought me back to my childhood days (from what I can remember) when Mom and Dad would fight and then suddenly act as if nothing had happened.  Sorry, I don't work that way.  You have been a difficult person to deal with from the get go, even though I may have overlooked it then, I really can't overlook it now.  Let's just part ways.  Better yet, how about I fire you as a bad client for not helping you make a bad situation better.

Moral of the story...You are the boss.  You choose the clients you want to work with.  They must work with you to help the transaction through.  It's not just a one way street.  You give, I give, You take, I take.  That's how relationships work.  We talk about stuff as adults.  We don't place blame just because today you feel upset.  I want to work with the 20 percent who make me 80 percent of my income, not the 20 percent who take up 80 percent of my time.

As the Donald would say, "You're FIRED!"

Show All Comments Sort:
David Tapper
Coldwell Banker - Burlingame, CA

And they say we make too much money, huh?

Cheers,

Tap

Dec 02, 2009 08:43 AM
Emcee M. Arah
Remax Excellence - Silver Spring, MD - Silver Spring, MD
Realtor w/Architectural Dimension, AHWD CRS B-Arch

Interesting response to something we all have to deal with at some point. We try very hard to help clients who may be in difficult situations (some through no fault of their own, some entirely their own fault) but often end up the "bad guy" because we didn't get the home sold for more than it's worth or because we aren't getting the home sold fast enough. Unfortunately, the world is not in our hands and everything is not in our control. I wonder what the world of real estate would be like if it were...

Emcee

Dec 02, 2009 12:11 PM
Karen Hurst
RICOASTALLIVING.COM - Warwick, RI
Rhode Island Waterfront!

Phoung,

 This post made me chuckle, even though I suspect it was not your intent when you wrote it. I don't think there's an Agent here who has not felt this way. Trampled upon is the way that I feel when I have one of those clients. Luckily there are so many pleasant, appreciative and genuine people that make up for the few unfortunate and unhappy ones.  Cutting the cord and moving on is always the best solution!

Dec 02, 2009 02:12 PM
Phuong Ha
Directors Mortgage - Oregon City, OR
Helping Clients Realize Their Dreams

My intent was to share with others what others already may know or feel.  I chuckled as well, but with a sigh of relief.  A chuckle from the belly.  I want people to read this and get a smile across their faces thinking to themselves, "I know just the client...just last month I had..."

Just sharing...

Dec 03, 2009 02:33 PM
Rachelle McMahan
Golf Savings Bank - Grants Pass, OR

Phuong - you completely achieved your objective then.  I currently have a very difficult client who makes a great income but can't seem to pay his bills and would rather buy toys and eat out five times a day than save for a downpayment.  Then he's angry at me for not being able to get him 100% financing.   I fired him as a client yesterday.  No time in my world for these people.  Thanks for reminding me that I'm not alone!

Dec 04, 2009 02:59 AM
Art Marine
Mortgage Solutions Financial - Lake Oswego, OR
Loans that Fit your Life

Sometimes it is about setting the expectations of the client relationship upfront.  Sometimes it is hopeless and you need to fire the client

Dec 08, 2009 06:46 AM