Handling Difficult Situations...

By
Real Estate Agent with HomeSmart International AZ Broker BR030809000

 

 

Handling Difficult Situations...

Handling Difficult Situations...

 

Well I thought I've seen it all.... but OH NO I was given another chance for a new 'NOW I've seen it all".

 

Let's make this short. A company was referred to me for doing some work at our home. All seemed fine at first, 3 younger guys showed up, all very cordial. The lead guy says, there is one more guy who will be here shortly. Ok. So I went about my business as did my husband. Note - we both have offices and decided to work from home that day. Normally our home office space is peaceful and quiet - but not this day.

 

All went fine for about 30 minutes. I'm on the phone with a client and Gary is on a conference call with 20 or so people from around the country +. All of a sudden we  hear a lot of shouting going on - right outside both of our offices.  The older guy was extremely unhappy with the younger team lead giving him directions. Holy smokes - he's yelling very loudly in our office hallway -  I'm thinking - this can't be going on. Not acceptable. I quickly got off the phone with my client. I tell them all to go outside and I close Gary's office door. (You can imagine the look on his face. Thank God he had his logictech headset on so the other participants couldn't hear all this craziness).

 

I say, LOOK this yelling needs to stop and stop RIGHT NOW. If not, then you're going to pack up your stuff and leave right this minute. The older guy apologized profusely over and over. The lead guy did so as well and honestly he had his hands full with the angry guy and  he seemed to have handled the situation as best he could.

 

I go back into my office. Once again the angry guy starts yelling. Ok that's it! I go outside once again and said - pack up your stuff NOW!  By then the lead guy had already called his boss and the boss told him to fire him on the spot. He assured me the guy was leaving immediately. And he did.  They did finish the job and they did a good job - or so it appears - time will tell. Except obviously we're not happy with the unprofessional behavior of the guy and the total disruption of our business day -  it was beyond crazy and off the wall.

 

The manager called me while I was with a client and left me a voice mail, apologizing profusely. She stated the guy was fired. I didn't have time to call her back until today. When we spoke it was a cordial and  professional conversation. Going all ballistic towards her just isn't my style of handling difficult situations. That never accomplishes anything of value. I have never had to give a bad review online but this  situation might possibly the one that I need to say enough is enough - take responsibility for who you hire.  I'm not a fan of people giving  bad reviews for some minor infraction.  And...this situation was far beyond a minor infraction. We'll see  how the owner decides to compensate us for this unbelievable unprofessional behavior. Perhaps they'll do the right thing.

 

 

Handling Difficult Situations...

 

Posted by

 


                                                            

 

Anna “Banana” Kruchten

Broker, CRS, CRB

HomeSmart Real Estate

602-380-4886

Certified Residential Broker  CRB

Certified Residential Specilist CRS

AZ DRE Certified Real Estate Instuctor

 

 Your Referrals & Testimonials Are Greatly Appreciated!

 


 

 



 

 

   

 

 

                  

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handling difficult situations
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Rainmaker
2,707,001
Lisa Von Domek
Lisa Von Domek Team - Dallas, TX
....Experience Isn't Expensive.... It's Priceless!

Wow Anna Banana Kruchten CRB, CRS, Broker  !  I wonder how long that employee had been with them and if that was on-going behavior.  It will be interesting to see what, if anything, they do to restore your faith in their services.

Mar 15, 2018 08:17 PM #5
Ambassador
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1~Judi Barrett
Integrity Real Estate Services 118 SE AVE N, Idabel, OK 74745 - Idabel, OK
BS Ed, Integrity Real Estate Services -IDABEL OK

Wow, what a day you had.  That just was not what you needed at all.  I hope they make it right...  even more f they compensate yiu in some way, you never know what I has cost you with your clients that may have overhead all of the yelling..

Mar 15, 2018 09:49 PM #6
Rainmaker
3,985,335
William Feela
WHISPERING PINES REALTY - North Branch, MN
Realtor, Whispering Pines Realty 651-674-5999 No.

When you think you have seen it all something new will always pop up!

Mar 16, 2018 01:59 AM #8
Ambassador
2,792,089
Liz and Bill Spear
RE/MAX Elite 513.520.5305 www.LizTour.com - Mason, OH
RE/MAX Elite Warren County OH (Cincinnati/Dayton)

Well THAT was certainly not what you expect when you hire someone to do work for you! 

Mar 16, 2018 04:14 AM #9
Rainmaker
3,819,887
Sheila Anderson
Referral Group Incorporated - East Brunswick, NJ
The Real Estate Whisperer Who Listens 732-715-1133

Good morning Anna. You are more patient than I am. I agree, you are responsible for all you hire. They wouldn't have gotten a second chance at my home. Good luck.

Mar 16, 2018 06:39 AM #10
Rainmaker
661,696
JL Boney, III
Coldwell Banker - Columbia, SC
Columbia, SC Real Estate

Even when you're angry, screaming does nothing to resolve the situation. I think I would have had to tell them to head out as well.

Mar 16, 2018 07:16 AM #11
Rainmaker
2,683,698
Myrl Jeffcoat
GreatWest Realty - Sacramento, CA
Greater Sacramento Real Estate Agent

I witnessed a similar thing several years ago.  It wasn't on my home, but at the home of a client. The termite report had revealed a considerable amount of work to be done.  And, instead of using the termite company to perform the work, the seller had hired another contractor.  It was fairly obvious the team which had showed up, weren't a regular group of guys who always worked together.  There was an issue with one of the guys, who was angry, like the one you mention.  

Mar 16, 2018 08:19 AM #12
Rainmaker
2,683,698
Myrl Jeffcoat
GreatWest Realty - Sacramento, CA
Greater Sacramento Real Estate Agent

CONGRATULATIONS Anna, on having this blog FEATURED in the Old Farts Club group!    

Mar 16, 2018 08:20 AM #13
Rainmaker
1,436,281
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

Hi Anna,
How they follow up on this event will be very telling.  It could be an "opportunity" for them or create more bad PR for their business.  Keep us posted. 

Mar 16, 2018 09:43 AM #14
Ambassador
3,138,567
Chris Ann Cleland
Long and Foster REALTORS®, Gainesville, VA - Bristow, VA
Associate Broker, Bristow, VA

Holy crap.  I can't imagine having that angry outburst between workers at my home break out.  I would have done the same thing.  Get your stuff and get out.

Glad to hear the company fired the troublemaker on the spot.  

Mar 16, 2018 10:32 AM #15
Rainmaker
3,556,795
Michael Jacobs
Pasadena, CA
Los Angeles Pasadena 818.516.4393

Hello Anna.  One of those "life" moments that give one pause.

Mar 16, 2018 11:07 AM #16
Ambassador
1,928,270
Hannah Williams
Re/Max Eastern inc. - Philadelphia, PA
Expertise NE Philadelphia & Bucks 215-953-8818

I agree with the peanut gallery Anna Banana Kruchten CRB, CRS, Broker  a price reduction is definitely in order

Mar 16, 2018 04:15 PM #17
Rainmaker
587,519
Pat Starnes-Front Gate Realty
Front Gate Real Estate - Brandon, MS
601-991-2900 Office; 601-278-4513 Cell

This was very unprofessional behavior but good for you for putting a stop to it. Employees need to show respect toward their customers as well as their co-workers, and if they can't do that, they need to find another job.

Mar 16, 2018 08:14 PM #18
Rainer
491,409
Kimo Jarrett
WikiWiki Realty - Huntington Beach, CA
Pro Lifestyle Solutions

I'm curious about what you feel is the right thing that the owner should compensate you for the terrible behavior of his employee, whom he had fired on the spot when notified by his lead guy?

Obviously, an apology was insufficient, the workmanship as you posted is questionable, so, did you specifically ask for consideration from the owner and if not, why not?

Finally, had the owner offered consideration and you deemed it insufficient, would you still feel compelled to rate them unfavorably? What more could the owner have done to satisfy you?

My point is to ask for reasonable yet specific consideration so you feel satisfied, otherwise, the consideration you receive will satisfy the other person, wouldn't it? 

Mar 17, 2018 12:33 AM #19
Ambassador
1,982,246
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

Good Lord, that's a crazy scene to envision. I'm sure you were in shock that something like this could happen. How bizzare - let us know how it gets resolved by the company. 

Mar 17, 2018 06:54 AM #20
Rainmaker
1,434,807
Yolanda Cordova-Gilbert
Richmond, TX

Anna,

 They did rectify the situation immediately and they seemed to do a good job. They should offer some kind of discount, ufortunately I have seen and heard much worse!

Mar 17, 2018 01:22 PM #21
Rainmaker
1,589,893
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

It's sad how some older people resent having to take orders from younger people. Had they worked a little harder, they'd be the ones in the lead position, but that doesn't occur to them.

When my son first became a foreman on power line building crews, he often had to supervise men 20 or more years older than him. I suppose he still does, but he hasn't mentioned it lately.

Mar 17, 2018 02:27 PM #22
Ambassador
4,167,773
Jeff Dowler, CRS
eXp Realty of California - Carlsbad, CA
The Southern California Relocation Dude

Hi Anna

Well that was certainly a pretty unprofessional way to deal with internal personnel issues. There certainly was a better way to handle whatever issues were going on. I'll be curious to hear what the outcome is.

Jeff

Mar 17, 2018 03:32 PM #23
Rainmaker
2,162,473
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

I can't imagine what he was thinking yelling like that in your home! Very unprofessional!

Mar 17, 2018 06:27 PM #24
Rainmaker
1,000,158
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Wow!  That's a crazy situation.  Yelling near your "home" office is just not acceptable. They had no regard for your work environment and seemed to forget that you both work from home, at least that day.  Ugh!  

Mar 18, 2018 09:44 PM #25
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