Why is Your Real Estate Client Calling Me?

By
Managing Real Estate Broker with eXp Realty RB-19250

If your real estate client is calling me, you are probably doing something really wrong.

Phone CallLately we are seeing a pattern of clients of other agents that I am in transactions with, calling me.  In the last three months:

  • One seller asked me if I had heard from their agent, because they can’t seem to reach them.
  • Another seller asked if their agent relayed their response to our repair request, because they didn’t trust their agent. 
  • Last week an agent and their buyers from one of my listing transactions, were on a conference call with me.  The buyers wanted advice on how to best proceed with their loan.  Their agent was not as well versed on VA loans as I was.
  • The craziest one is where the seller’s agent (a principal broker) asked me to meet with their clients at my office and do a contract signing.  To make it even crazier, they wanted me to explain the contract to their client. What were they paying their agent for?

I know you are thinking they were limited service agents or discount brokers.  That wasn’t the case, all were full service brokers.  Maybe not yours or my idea of full service, but that is what was advertised.

If their client is calling me instead of their agent, they probably hired the wrong agent.  Shame on their agent if they are not properly communicating with their client and giving them a great experience.  You can be sure of one thing.  Those clients will not be a source of repeats or referrals for that agent.

For me it is extremely uncomfortable.  I have to walk on egg shells to be sure I do not say or do the wrong thing.  It is easy to cross the line with the code of ethics in those situations.  It can also increase my liability tremendously.  On the other hand I also have to protect the interests of my clients, to ensure the transaction keeps moving to the finish line.

When contacted by the other agent’s client, I do a few things.

  1. Speak positively of their agent and recommend they call them.
  2. Be friendly and supportive.
  3. Keep the conversation as short as possible and professional.
  4. Contact the other agent and inform them of the call.  I also update my client.

There are some clients that will just contact everyone, including the other agent no matter what their agent does.  That hasn’t been the case the majority of the time.

If you are working with an agent and you do not feel things are going in the right direction and you have concerns about your representation, here are a few things you can do.

  1. Speak to your agent and let them know about your concerns.  Give them the opportunity to correct the problem.
  2. Get their broker involved.  Every real estate company has a managing broker or brokers.  Their job is to oversee that activity of their agents and to protect the consumers.
  3. If your agent is a Realtor, call the local Board of Realtors.  They offer Ombudsman service to help you resolve issues during and after the transaction.  If they are unable to resolve the problem, they also offer mediation and arbitration, along with a professional standards committee.  They will have a person, who can walk you through the process.
  4. If it becomes serious and is a legal issue, contact a local attorney for advice.

If you are on Oahu and looking for an agent who puts your needs first and will always respond to you.  Give me a call.  If you are in other parts of the country, we provide a Realtor® referral service that is free to you and can help pre-screen potential agents.

Posted by

 

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Randy L. Prothero, REALTOR®

Broker-in-Charge, ABR, AHWD, CRB, CRS, e-PRO, GRI, MRP, SFR

eXp Realty

Team Leader - "The Prothero Group"

Randy Prothero is well established as an expert in working with military / VA clients and first time home buyers.  His home seller's (listing) campaign is one of the most aggressive marketing programs in the area.  His luxury home listings sell faster and for more money.

Based out of Mililani, Hawaii. Randy services the island of Oahu (Honolulu County) Performs mediations and ombudsman services for the Board of Realtors.  To improve overall professionalism in his area Randy also offers classes for real estate agents. 

www.HawaiiRandy.comOahu (Honolulu County) Property Search  Hawaii Military Relocations

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Re-Blogged 3 times:

Re-Blogged By Re-Blogged At
  1. Tony and Suzanne Marriott, Associate Brokers 10/26/2015 11:46 PM
  2. Tiffany Burke 10/27/2015 12:27 PM
  3. Winston Heverly 12/17/2015 11:52 AM
Topic:
Real Estate Best Practices
Location:
Hawaii Honolulu County
Groups:
Realtors®
ETHICS and the REALTOR
Bloggers Choice Selections
Almost Anything Goes
Tags:
real estate agents
real estate advice
professionalism

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Rainmaker
359,877
Erick Blackwelder
Cell: 703-677-1120 - Woodbridge, VA
Text or call Erick now at 703-677-1120.

We have a transaction going on right now in which one of the team leaders, Grace, is selling her own house, and the Buyer Agent is asking Grace to do the Buyer Agent's job.

The Buyer Agent (BA) could not drive across town to review the contract with the buyers and get their signatures on the offer, so she asked Grace to do it for her.  Grace said to the BA, "I'm paying you a $21,000 commission.  You can drive over here and meet your clients."

 

The BA called one hour prior to the home inspection and said she would not be attending the inspection, and asked Grace to supervise the inspection.  Grace said, "I am leaving the house now.  Your clients and the inspector will be at the front door in an hour, waiting to get inside.  They will be waiting for you to lit them in.  I urge you to be here in an hour", then hung up the phone.  The BA showed up.  Ater the home inspection, the BA sent the list of repairs to Grace and asked her to write the home inspection repairs addendum.  Grace said, "You have three hours until the home inspection contingency expires.  I urge you to write up an addendum to protect your clients.  The BA wrote up the addendum the next day, after the contingency expired.  Grace said to the BA, "Well, I guess YOU will be paying for the repairs." 

The buyers didn't understand the difference between a title company and an attorney.  The buyers wanted to use their attorney to close the sale.  The attorney called Grace with a dozen questions about the title search.  Grace said, "I'll bet this is your first real estate settlement".  The attorney said, "Yes".  Grace said, "All of the things you asked about are old issues that were handled in previous settlements.  Where will you get a title insurance policy?"  Attorney said, "The other agent said YOU would be getting the title insurance policy".  Grace said, "Oh really.  The buyer pays for the title insurance, but the listing agent supposedly obtains it?  How is that protecting the Buyer Agent's client?  You may do as you please, but I urge you to pass this to a title company, and make an arrangement to attend the settlement with the buyers as their counsel".

Those are just a few examples.

Oct 28, 2015 12:55 AM #70
Rainer
93,544
Patrick Willard
Rio Rancho, NM

I've had this happen often. I try to keep an open mind and not automatically blame the agent. Often it's the customer. These days it seems everyone wants immediate attention. Often it's just a matter of they didn't reach their agent and won't wait for a call back. I've often had people call on listings and when I ask "When do you want to see it" the answer is "Right Now. We're parked in front of the house". When I tell them I can't come right now but would be happy to set an appointment for later they usually get angry that I can't or won't drop everything and rush over. Bye Felicia.

Oct 28, 2015 01:48 AM #71
Rainer
436,057
DEANNA C. SMITH CERTIFIED MOBILE NOTARY
Certified Mobile Notary Signing Agent - Smith Mountain Lake, VA
Highest Ranked Certified Mobile Notary in Virginia

Excellent advice on handling these situations.   Unfortunately, it happens at the other end of the country (Virginia) too.   It also happens to lenders when they have clients calling about those agents.   When it happens, I revert back to my mantra "Be a Professional".

Oct 28, 2015 02:54 AM #72
Rainmaker
1,637,960
Lyn Sims
RE/MAX Suburban - Schaumburg, IL
Schaumburg Real Estate

Boy these are extreme cases. Never had anything like you've had.

Oct 28, 2015 03:39 AM #73
Rainer
55,218
Virginia Youngblood
DO-STAGE! LLC - an ASPM® Home Staging Company - Charlotte, NC
DO-STAGE! LLC - Home Stager - ASPM®

WOW!  Once again, my hat goes off to Realtors/Brokers for the challenges that you face.

Randy, thank you for "staying in the light" and resisting the temptation to bad mouth, etc. You are doing the right thing! And I'm sure ethic policies in place are being followed! BRAVO!

My professional policy as a home stager is always to support the Realtor/Broker who uses my staging services and to also "stay in the light" in my positive communication with the Homeowner, etc!  No to "dark thinking!!"

Oct 28, 2015 04:36 AM #74
Rainer
23,180
Jessie Teehee Real Estate Team
Keller Williams Realty Elite - Edmond, OK
"YOUR Real Estate Advocate"

I actually posed a question to a caller on one of my listings if they thought they had hired the wrong agent? When asked why, I shared that my clients are made to feel as if they are the only ones I have. Then asked, "Do you feel that way"? and caller became offended (by toneality). Must have made them uncomfortable, and therefore struck a nerve. Dont believe I crossed any forbidden lines, just planted some seeds.

Oct 28, 2015 05:55 AM #75
Rainer
305,333
Chris Lima
Atlantic Shores Realty Expertise - Port St Lucie, FL
Local or Global-Allow me to open doors for you.

This is great, Randy.  I had one couple that worked with me for months.  I showed them everything and anything and I was always responsive.  On one of our last tours, I stopped at one of the properties on the list and the wife informed me that they saw it yesterday.  WHAT?  Well, apparently her dad became involved with their search due to the fact that he was a real estate agent a long time ago......etc.  In their case, it was forgivable.  Nobody wants to argue with Dad!  LOL

Oct 28, 2015 06:39 AM #77
Rainmaker
2,021,325
Andrew Mooers | 207.532.6573
MOOERS REALTY - Houlton, ME
Northern Maine Real Estate-Aroostook County Broker

What we have here is a failure to communicate.

Oct 28, 2015 06:46 AM #78
Rainmaker
4,015,824
Dorie Dillard CRS GRI ABR
Coldwell Banker Realty ~ 512.750.6899 - Austin, TX
Serving Buyers & Sellers in NW Austin Real Estate

Good evening Randy Prothero,

Interesting challenges you have been faced with because there has been lack of communication between clients and agents. You are handling these scenarios like a professional! Good job.

Oct 28, 2015 08:45 AM #79
Rainer
98,673
Becca Rasmussen
HomeSmart Cherry Creek - Highlands Ranch, CO

Great ways to handle the situation as the agent, and great advice to buyers/sellers on handling concerns with their agents. :0)

Oct 29, 2015 02:37 AM #80
Rainmaker
1,026,291
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Timely post for me.  A great list of what a person should do if this happens to them.  A buyer called me day before yesterday telling me he still wanted the house but that he wanted one more repair done than we were willing to do.  What the heck?!  Sometimes we agents have to take over to keep things together and luckily this one worked.  Great post!

Oct 29, 2015 04:06 AM #81
Rainmaker
1,431,803
Gene Riemenschneider
Home Point Real Estate - Brentwood, CA
Turning Houses into Homes

Generally this does not happen if you educate your client well and maintain good contact.  I have had my clients reach out to the other agent on a couple of occasions.  I will say the issue was my clients, not me or the other parties.  They just did not like the answers I was giving them on some things and just felt their winning personalities would get them what they wanted from the other side.  It did not work.

Oct 29, 2015 05:01 AM #82
Rainmaker
201,289
KAREN SANCHEZ
Hamilton Landon Real Estate - Apple Valley, CA
...Marketing your home like no one else will.

When you (and I mean not AR people, because you all would never) ignore me, my calls, texts and emails, my client may call you because they are frustrated.  Other than that,  my guys won't be calling.   I guess  that's a topic for another blog.

Oct 29, 2015 12:08 PM #83
Rainer
167,323
Valerie Crowell
Keller Williams - Walnut Creek, CA
Broker Associate

I hope that some day the powers that be step in and make it so that those sorts of agents aren't in our business any more.  They drag us all down.

  

Oct 29, 2015 11:01 PM #84
Rainmaker
1,439,756
Sheri Sperry - MCNE®
Coldwell Banker Realty - Sedona, AZ
(928) 274-7355 ~ YOUR Solutions REALTOR®

I was sitting in a restaurant and had someone I know well come up to me and let me know they were buying a new home!  The person said that she had a bunch of realtors mad at her. She would inquire about homes on zillow and whoever called to show her the house she would meet. Many houses and many realtors later, she finally bought one. She went to the selling agent to make the offer.  I learned that she had no idea what she was doing! I am sure the agent who showerd her the home will be looking for a commission. I am not getting in the middle of that mess! YIKES!

Oct 30, 2015 05:21 AM #85
Rainmaker
986,178
Will Nesbitt
Nesbitt Realty at Condo Alexandria - Alexandria, VA
Nesbitt Realty is a family-run brokerage.

On Mililani, HI Real Estate discussions, call on Randy Prothero at (808) 384-5645, today, with eXp Realty.

Oct 30, 2015 06:31 AM #86
Rainmaker
680,750
Carla Freund
Keller Williams Preferred Realty - Raleigh, NC
Carolina Life RealEstate & Relocation 919-602-8489

Randy - we seem to be seeing some of that too. I have people calling me on listings that aren't even mine and want me to show it to them. When I ask if they have an agent, they proceed to tell me their agent is busy or only available weekends or certain times and want us to show them a home. It's crazy. 

Nov 04, 2015 04:20 AM #87
Rainmaker
25,204
Elizabeth Mosley
Shepherd Real Properties - Charlotte, NC
BIC - Shepherd Real Properties

Hi,

I think some of these broker are watching too much TV.  I was noticing on some of the reality TV shows, that brokers were meeting with each other's clients and other crazy stuff.  I was saying to myself "we don't do business like that!!"  Great post.

~Elizabeth Mosley, NC

Nov 16, 2015 11:54 PM #88
Rainmaker
371,013
Travis "the SOLD man" Parker; Broker/Owner
Travis Realty - Enterprise, AL
email: Travis@theSOLDman.me / cell: 334-494-7846

Excellent list of what to do/not do. I've had a few occasions myself where that has happened and believe I did what you recommend, or at least I tried.

Nov 20, 2015 01:13 AM #89
Rainmaker
6,027,628
Roy Kelley
Realty Group Referrals - Gaithersburg, MD

Congratulations on your feature recognition. This is good reading for home sellers and listing agents.

Nov 29, 2015 01:14 AM #90
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Rainmaker
663,251

Randy L. Prothero

Hawaii REALTOR, (808) 384-5645
Ask me for a free valuation of your Oahu Home.
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