Agency...Do The Right Thing

By
Real Estate Agent with Assoc. Broker/Broker ABR, CRS, SFR, e-Pro, @Homes Realty Group, @HomesBirmingham & Providence Property Mgmnt, LLC Huntsville AL

Agency...Do The Right Thing

Copied from a clients email with italicized and underlined words changed to protect the buyers privacy.

"Nick, thanks for the time today spent taking us through the homes.  As promised we got a couple of questions:   What are the Sq/ft and dimensions of the brick home?  On the builders website, it states the brick home is 1962 sq/ft. Is there still a choice in brick color? If my company were unable to cover the closing cost, the amount you quoted was $3k?   And last, When would you need the $1k (or was it $500?) deposit and under what obligation would we and you/builder be under?   I forgot to mention that when we spoke to the builder, he did say that he'd have incentives and allowances but to contact him directly.  Do you have his phone number or email?   Again, thank you for your time!"

These are typical questions that a buyer might ask, but the answers are not important here.  What is important is that I wasn't their buyers agent.  For this couple I was simply a transaction broker.  So why was I getting these questions instead of their own buyers agent?  The answer is simple; because they knew that I cared about them and gave them more help and attention than their own agent.  I fully understand agency relationship so I don't want to go there, but what I don't understand is bad service.  There's no doubt that I crossed some kind of line, but their agent was simply non responsive to their requests and they quit relying on him.  This couple had some very specific questions to their situation, but coming to me after speaking with their buyers agent and the builder I think the big question they were asking me was; can you help us?

What went through my mind as a consumer was how do I feel when I get passed from one person to the next and no one wants to help or feels it's just too much trouble or not their problem.  So I helped this couple and they've been very grateful...showing their appreciation with letters of thanks, testimonials, family and friend referrals. 

Perhaps I should have contacted the other agents Broker as talking directly with the agent was non productive, but then in the mean time this couple is caught in the middle...they wanted answers, so I helped them...I got them answers.  I'm not putting this out there for kudos or reprimand, but I do put the client first and sometimes you just have to do whats right and cut through the BS.

Nick T Pappas

  If you need a knowledgeable real estate professional in Madison or Huntsville Alabama area, why don't you let me Google that for you!  I also know outstanding agents in all states and Canada should you need help relocating to a new area.

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Rainmaker
1,016,136
Tim Lorenz
TIM LORENZ - Elite Home Sales Team - Mission Viejo, CA
949 874-2247

I understand I have had agents that do not pass on info. or have told me their clients do not want the property.  I put it back on the market because they are cancelling and they call and tell me they still want the property.  On and On it goes.

Dec 30, 2010 05:10 PM #1
Rainer
381,159
Joan Valverde
Synergy Realty Group Inc - Colorado Springs, CO
GRI,CDPE,CNE,MRP,SRES Colo Sprgs, Blk Forest, Monu

Nick, good customer service is still very important in ALL businesses!  It is very frustrating to us as agents when we do not get our questions answered from the "other side" agent....  You know it is more frustrating for their client. 

Dec 30, 2010 05:11 PM #2
Rainmaker
588,465
Susan Neal
RE/MAX Gold, Fair Oaks - Fair Oaks, CA
Fair Oaks CA & Sacramento Area Real Estate Broker

Hi Nick - I think I did a transactoin with that agent's cousin or something.  I closed an escrow where the buyers' agent simply abandoned them.  They finally started contacting me and when I called their agent, He said he was tired of dealing with them and never wanted to speak with them again.  They didn't understand anything, so I wound up helping them through the deal and even went with them to the signing because they were nervous about going alone.  My own client was fine with it because she just wanted to make sure the deal closed on time. 

Who earned the commission that the buyer's agent received?  I know I didn't get paid that share - he did. We have to do what we have to do sometimes, huh?

Dec 30, 2010 05:46 PM #3
Rainmaker
749,948
Jackie Connelly-Fornuff
Douglas Elliman Real Estate in Babylon NY - Babylon, NY
"Moving at The Speed of YOU!"

Hi Nick, sometimes we have to do things to get a transaction closed. It's ashame when an agent disappears like that.

Have a Happy New Year!

Dec 30, 2010 11:25 PM #4
Ambassador
2,556,638
Ed Silva
RE/MAX Professionals, CT 203-206-0754 - Waterbury, CT
Central CT Real Estate Broker Serving all equally

Nick at some point we have all experienced something like this, First is the requirement to make sure everything is handled properly, then as a protection we keep all documentation so as to avoid a conflict of interest or ethics violation should it come up. Good Service should always be provided and never punished. Happy New Year

Dec 31, 2010 12:43 AM #5
Ambassador
3,783,582
George Souto
George Souto NMLS #65149 FHA, CHFA, VA Mortgages - Middletown, CT
Your Connecticut Mortgage Expert

Nick, from where I sit, it does not seem to me that you crossed the line, but you did enough to answer their questions.  Wouldn't it be nice if everyone did their job, in stead of just looking for the paycheck?

Dec 31, 2010 12:41 PM #6
Rainer
114,649
Cinnamon Wright
Wilmington Real Estate 4U 910.547.1446 - Wrightsville Beach, NC
Assistant to Tish Lloyd

Been there, done that.  Sometimes you just have to quit beating your head against the brick wall and make things happen.  Shouldn't be that way, but when it is, taking care of the consumer is what matters.  Happy New Year, Nick!

Jan 01, 2011 12:06 AM #7
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Nick T Pappas

Madison & Huntsville Alabama Real Estate Resource
Call or email me anytime with your questions.
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