There may be a small issue with a home after the closing that frustrates the buyer. Typically an issue that comes up within a week or so after the closing that the buyer may call you about that can be taken care of rather quickly. But what about those issues that comes up months or years after closing that can be a hassle for the agent.
It could be anything such as a repair that has not been done but was agreed to at the time of closing, or a repair that was done but had broken down again. Whatever it is, it has been festering with the buyer all this time and they may be at their wits end by the time they contact you about it.
So let’s say you as the agent gets one of these calls, how should you handle it? First and foremost, check to see if your agency has a policy to follow for these types of calls. If there is, follow the policy to the letter. If not, tell your broker or supervisor about the call. They may have experience with calls like this and can offer you advice on how to handle a disgruntle buyer. They may even get involved and assist you in getting to a resolution.
Now bear in mind again that these are just my tips, not from some holy grail of best practices or rule book in real estate. Each situation is different and the buyer could have a legitimate grievance that needs to be dealt with. But there are also issues that are out of your control after the closing. Feel free to agree or disagree.
1. Even though it customer satisfaction should be extremely important to you, you have to remember that once the purchase is complete, your primary goal is complete. Technically you are not the buyer’s agent anymore. Now, I’m not saying that once the house is sold, you ignore your former client. You can be as accommodating as possible; there are no contractual obligations to the former client.
2. You can offer to help of course, don’t say you’ll take care of it regardless of the issue, you could be getting tangled in something that is time consuming and costly.
3. Depending on when the problem occurs, there may be a difference in recollection of the events leading up to the closing. Try not to get into an argument with your former client, listen to what they have to say, if you have documentation to assist the buyer, offer it if possible.
4. Offer to help, but providing advice as to how to handle the issue can cause you problems in the long run, especially if what you are advising does not help the situation.
5. It’s unfortunate, but there are times when a buyer is so frustrated with the situation they threaten legal action against you. Make it clear to the buyer that you will not be threatened or bullied, that you are offering to help. If the situation becomes too stressful, remember, you are not obligated to work with this buyer any longer and can walk away. If the buyer does start to threaten a law suit, it is always best to check what your agency’s policy, it is always best to stop all conversations and let your agency’s attorney handle any further communication.
Hopefully all can be resolved prior to that. But it is important to know that it’s great to be helpful but if you are comfortable with the problem, you are not obligated to get involved.
Comments (1)Subscribe to CommentsComment