What do you do if the customer is wrong?

Real Estate Broker/Owner with Godzyk Real Estate Services NH License 033394

As the sun came up over Hampton Beach NH, I was pondering an interaction yesterday. I am seeing more and more hostile consumers. No, not my customers, but people looking to hire real estate agents.


Lets start with yesterday. A middle aged couple living in a very upscale home in one of the State of New Hampshire's most desirable neighborhood's. They are behind in their payments by a good 2 years. Their lawyer called the bank to stop foreclosure and asked what the bank could do to help his clients.


The bank was very receptive and was even willing to take all the back payments and add them to the loan balance. Bring the loan current and reduce their interest rate to 3.75%. The home owner would then have to start making monthly payments with the property tax now escrowed into their payment.


The home owner though, declined as they are unable to make any monthly payments. Now common sense says you can not stay in your home if you can not pay for it. 


Fast forward they owe about half of what the home is worth in today's market. The lawyer told them to a short sale. So they hired an agent who submitted a short sale. The bank reached back out to them with a copy of the appraisal showing they do not owe more than the house is worth. The home owner fired the short sale broker. The bank referred me to them as i have sold many of their properties over the last 14 years working with just them.  


I went to them home and it was amazing. From the outside that was as the inside was very dirty for a mansion. Despite condition the home would still sell for much more than they owed. The home owners was very rude, sarcastic and unwilling to listen. They pondered out loud walking away and letting the bank have the home. I needed a whistle. I did not have one but once seperated I was able to speak to the husband alone. 


THIS IS THE BOTTOM LINE. I was no longer going to stand there and be their punching bag. I lay-ed it out where this is what they should list the home for. This is what they may get. That it would sure be better to walk away with $300,000 on the lower side than walk away with nothing. Before the wife who was now in the room could bash me one more time, i stood firm. They have to move no matter what they choose. They can have a foreclosure, move out and leave with nothing. Or they can move out, let me sell the home and get a check for $300,000. Use it to get a new home and  to start re-building their life. 



IN THE END the customer was wrong. You know what they say about leading a horse to water. No matter how wrong they were, it did not give them the right to be so mean. In other cases i may have walked out. However the bank is a good customer and they wanted a resolution too. In most cases i would tactfully let them know the right way to do something. This seller was a bully and the only way to list this home, show it and get it sold would be for it to be vacant. In a surprise they agreed to sign the listing. The money they would get was more than their will to bash anyone and everyone else. We will communicate by email so everyone can have a record. They agreed to have 4 weeks to move out and take what they wanted leaving the rest behind. They gave me a 4 hour window where they left and allowed buyers to come in and make their highest and best offers. Within 48 hours start to finish I had the home under contract. The seller will actually be out earlier. The bank is happy and the buyer is happy. Mrs. Seller was very happy but said she could not show it in front of her husband. That was a moral victory. 


In summary, your choice of agents matters. My philosophy is simple, provide more personal and professional service to guide my clients through each step of the buying or selling process. All Agents are not created equal and every buyer or seller should take the time to hire the BEST not just the biggest. Those that hire me, find a dedication like no other.


To CONTACT Scott Godzyk please call 603.661.2121 or EMAIL: Sctprop@aol.com .


About the Author: Scott Godzyk is the Owner/Broker of the Godzyk Real Estate Services in Manchester NH. Proud to be locally owned and operated with 34 years of experience, Scott is a leading Agent for Listing and Selling Homes in this area.We are Full Time Agents ready to serve all of your Real Estate needs. Servicing Hillsborough, Rockingham, Merrimack and Belknap counties. 






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Barbara Todaro
RE/MAX Executive Realty - Franklin, MA
Marketing Agent for The Todaro Team

Good morning, Scott Godzyk you DO deal with some strange people..... and those two are a pair that beat three of kind, all day long!!

Mar 05, 2020 06:19 AM #1
Nina Hollander
Coldwell Banker Realty - Charlotte, NC
Your Charlotte/Ballantyne/Waxhaw/Fort Mill Realtor

Good morning, Scott... that is exactly what I was thinking as I was reading your post... you can lead a horse to water but you sure can't make it drink. And then again, you also can't fix stupid!

Mar 05, 2020 06:37 AM #2
Sheri Sperry - MCNE®
Coldwell Banker Realty - Sedona, AZ
(928) 274-7355 ~ YOUR Solutions REALTOR®

Hi Scott, 

When you are dealing with foreclosures or short sales, you never know what you are going to see.  I employ the Boy Scout Motto - "Be Prepared"!

Mar 05, 2020 07:59 AM #3
Michael Jacobs
Pasadena, CA
Los Angeles Pasadena 818.516.4393

Hello Scott - I can understand their frustration and being steadfast in their feelings but....   It's a BIG but....   I will leave it at that.

Mar 05, 2020 08:36 AM #4
Anna Banana Kruchten Broker, CRB, CRS
HomeSmart International - Phoenix, AZ

Sounds like these folks were a bit off their rocker. I had a lady go off on me years ago. I stood up, stated I'd be back in the conference room when she calmed down and stopped making their issues about me.  She finally did and she did come to her senses.  As for your folks....makes no sense. Why on earth would they walk away without a check.  Craziness.

Mar 05, 2020 11:02 AM #5
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Hi Scott- some people can't get out of their own way and if they can't it's best to get out of their way. 

Mar 05, 2020 12:01 PM #6
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

They're smart enough to figure out how to live free for years but too dumb to know $300K is better than nothing, without a smackdown? 

Mar 05, 2020 04:29 PM #7
Myrl Jeffcoat
GreatWest Realty - Sacramento, CA
Greater Sacramento Real Estate Agent

I think one of the things that surprised me in my early years of real estate, was just how off the wall some folks actually are.  One thing for certain, it has all taught me patience!

Mar 06, 2020 07:17 PM #8
Lise Howe
Keller Williams Capital Properties - Washington, DC
Assoc. Broker in DC, MD, VA and attorney in DC

I do a reasonable number of short sales and it is fascinating how often a seller will talk about doing a short sale when they don't need to because they actually aren't under water 

Mar 11, 2020 02:34 PM #9
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