The Day My Seller Taught Me A Lesson

We are always learning...and well done, you, that you stepped to the plate, owned it, and moved on to better days.

Had a conversation with a buyer's agent today where I thought we were all on the same page about something in the home.  Turns out we weren't.  The world won't end but a reminder to make sure we document everything we agree to.

We learn something new with every deal. Every other client of yours will be sure to understand this part of the contract and others. 

Emmary, this is the stuff great agents are made of.  when you can take an experience and learn to be a better agent for future clients you are a great agent. It's so easy for those of us in the business to forget that the language we use and things we know we have to simplify to make sure our clients know. Exactly like you said we eat, sleep, breathe real estate... our clients do not.

Used to be owner coverage was free for first 6 months. Don't sell that many warrantys. Might be different now. You just explain the best you can.

     The paperwork, the clauses, the documentation is second-nature to us.  But the Buyers and Sellers often glaze over while looking at it... or maybe they appear to understand (like your sweet lady), but they don't.

     Good job of recovering, and getting the Warranty.

Glad that you realized the seller needed a bit more information.  

When I first got into this business I had a mentor who taught me that it is my fault if someone does not hear or understand me. We may not always think that is true but if we take responsibility for reaching a clear understanding with our conversational partners – whether in business or in our personal lives – we will be better off.

Exactly.  It's happened to all of us, and if we don't acknowledge that, then we are being fools.

Surely, it will happen to me again, the only thing I can do it try my best to ensure it doesn't happen for a long time.  But yes, at some point, I will miss a connection and fail to realize my people, my colleagues, my vendors aren't right along with me.

Emmary Simpson - now that's one reason why I'd like to have everything in writing!

It is interesting to note that when I sometimes have to repeat something because I believe it didn't land, some find it condescending. Bottom line..it is the responsibility of the communicator to communicate...so be it

Emmary Simpson - Well done. We all know what happens when we assume something. Excellent job of stepping up and admitting there was miscommunication. People communicate in different ways. Hearing, seeing and 'hands on.' We need to adapt our presentation to their primary method.

Cheers,

Tom

Years ago I too learned a valuable lesson.  If you make a mistake, admit it.  99% of the time, the other person involved is understanding - knowing that everyone occasionally makes a mistake.  I feel that over the years my clients respect me more, because they trust me.  If I make a mistake I admit it and do everything I can to fix it. 

What a great idea --- taking responsibility for what we explain to our Clients. I really enjoyed your post. Thanks -  Lynn

Beyond all the meetings, explanations, brochures, and paperwork ... we must open our EARS and MINDS to what the client is telling us.

"I do not understand"  vs. "You did not tell me."

Just as for each contract there is Offer AND Acceptance, between agents and clients there are Explanations AND Understanding.

A few years back, I noticed how nervous a young couple was at our first meeting and I asked them right up front what their concerns were about the new adventure we were about to start. After I heard their concerns, I realized that they were not unlike my concerns sitting in the waiting room of a dentist. From that day forward, I've begun most "first" appointments with that question. It really does help me know what reassurances and focus need to be part of every subsequent meeting.

Allow time for questions especially new comers....That works with cocky realtors wanting to put down inexperienced agents.

Sam Shueh

Your points are well taken Emmary. It's not just paperwork and certainly not theater.

After reviewing each paragraph I ask if there is anything in the paragraph that is not understood. Any misunderstandings are cleared up before moving on. This approach makes the initials at the bottom of each page meaningful. 

It takes a big person to own what you did. I always take responsibility when things go not according to plan and/or if things are misunderstood. Blame and fault finding gets us nowhere. We need to be the solution.  You became the solution. You lost nothing and hopefully gained her respect.