Today was a bittersweet day.
A terrific listing I had, and a beautiful home, came to an end. I knew this day was a possibility, since the sellers were very upfront from the beginning. They are relocating and the agreement was to try and sell the house (their preference) but after a certain period of time they would need to make the decision to rent. The contract ended at midnight last night and this morning we wrapped up.
We had a good number of showings and an offer that almost was completed. Just couldn’t get over the final hump. It may not have worked with the buyer’s lender anyhow, since some very recent sales in the community were short sales and REOs and the prices would have significantly impacted my sellers to the point where they could not be comfortable and could NOT make the deal work. Renting, now, is their best option so they can get on with their lives. Fortunately they are in a position to be able to afford to do so. Many are not so lucky.
Did you know that you can create raving fans even if the home does not sell? Today proved that to me.
The sellers would have been thrilled if the home had sold, but they are raving fans nonetheless. They will be back in the not-too-distant future and said they will be in touch with me when they do. We will stay in touch of course.
And as one said “I hate to cut the cord.” Now they need to work with someone who handles rentals and property management and they are concerned. I feel badly and hope all will work out for them…I will help if they need me.
First let me say that these clients were the best that one could have as sellers. I told them this when we wrapped up this morning. Their home is gorgeous, and immaculate, and it was always in showing condition. Always. They asked lots of great questions that first time sellers should ask so they could be fully informed, and were very upfront and honest about their personal situation. They always returned phone calls and emails in a timely manner, constantly kept me informed of issues that could impact showings, and provided me with all the information I needed when asked. I could go on, but you can see that despite selling their first home they did what responsible sellers are supposed to do, and they were committed to the process and what needed to be done. The financial hardships of the market are beyond their control, and they made the decision that had to be made so they could move on.
As far as creating raving fans, without selling a home for a client YOU can make them a fan. How? It’s pretty simple.
Just do the job you are expected to do as a licensed real estate agent!!
- Represent your clients’ fiduciary interests at all times
- Provide prompt communication when needed or asked for – return calls and/or emails as soon as feasible – and stay in touch even if nothing is happening
- Go beyond what is expected, or hoped for, and anticipate your clients’ needs before being asked. What can you do to add value, to transcend the ordinary, to exceed expectations, to help make their lives easier?
- Let them know what you are going to do (e.g, marketing), then do what you say you are going to do. If you won't or can't do it, then don't say you will
- Be open and honest about the market conditions, the home and its interior and exterior condition, share tips on getting the home ready for showings, and explain carefully how showings will work and the importance of availability. They need to know what they can expect
- Explain all the paperwork carefully and make sure all questions are answered
- Answer those questions that don’t get asked but should be
- Clearly demonstrate your interest, and your excitement about the property and working with them
- Correct any problems, no matter how small, quickly...and apologize
- Take time to listen when needed – sellers, new or not, often need to talk about their personal situation, to ask for help, to have a confidant who can empathize with them and the emotions they are experiencing
- Remember that it’s all about them…always
Nothing magical, IMO, but I think this often does not happen. Too bad, it isn’t really all that difficult. Or is it?
I was disappointed that things did not work out the way we all hoped. But I know it has nothing to do with my clients or with me. The market makes its own decisions. Timing is everything. But having clients tell me they will be a reference at any time without my asking, and letting me know how pleased they were to have worked with me, despite the end result, is priceless.
I hope they read this. I want them to know, again, how special they were to me.
And how proud I was to have them as sellers.
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great post..you do what I always do witrh my sellers...you write excellent blogs!!!
I guess you do not have property rentals, that's why you do not do it for them.
That's how we started renting for our clients, just because that was an option to survive slow time without incurring huge expenses.
We still do that
I do a lot of property rentals if a home does not sell, then I will try to sell it again next year.
You were lucky to get good sellers, and they were lucky to get a good realtor like you!
Bet you will get the listing again down the road. Working for sellers....works!
Jeff, this is what it's all about. We just aren't able to sell every listings for a myriad of reasons BUT we can always give our best and treat our sellers with respect. If we do that....they will love us no matter what.
Sometimes, even when one transaction doesn't work out because of market conditions, sellers know when you've done a good job. Sometimes they come back years later to someone they trust.
I love great sellers. And the difficult ones usually grow on me... Sometimes you think they aren't listening and then one day, become great sellers...
Be honest about what it takes from the get go. Great post and very true.
Hi Jeff,
Well said and so true.
I had a similar experience last Tue. it was also a SoCal CRS referral to boot. They are/were absolutely wonderful folks to work with, however their home did not sell. They're staying put for a while now. In the long run, I feel like I made some very good friends along the way.
Some times it just happens this way...
Jeff I am sure that you are capable of creating "Raving Fans" under any condition!!!
Looks like someone besides me has read the book :) :)
I've no doubt that the majority of your clients think you're absolutely wonderful. This is such a weird market. Homes either go quickly ... or not ... no matter how much marketing is done or how competitive the price is ... or how great the home is.
Jeff, I've bookmarked this post for myself & flagged it for a Feature. This is an excellent article about VALUE and truly great customer service.
Your third point grabbed my attention "Go beyond what is expected, or hoped for, and anticipate your clients' needs before being asked. What can you do to add value, to transcend the ordinary, to exceed expectations, to help make their lives easier?"
This is what will enable great agents to thrive in a challenging market.
Hi Jeff, I am sorry to hear that a good home with good people are further victims of the slower market conditions. I am sure they will toot your horn plenty and one nice thing would be to mail a copy ( not e-mail) of this post. Select a nice paper and send it, you will be glad you did. And they, especially will be glad you did.
Jeff, great post, often people get their feelings hurt when their home doesn't sell, this is a great list to help prevent these feelings from occurring or at least being acrimonious. Thank you for compiling and sharing it with us!
Yes, mutual respect and mutual understanding and expectations is key in real estate. It is a shame that many sellers when disappointed with the market have to make it about the realtor. They just know there's a magic wand and we didn't wave it or something. Good job, and YES those are the clients you call clients even when the sale didn't happen as they make your work your pleasure. Congrats on that one, sometimes those are the most rewarding experiences and do pay off in future business.
We are facing the same situations... our prime selling time (now) is not bringing buyers to our doorsteps. Our inventory might end up going down... but not because homes are selling!
Thank you, Michael. I always try to do the best I can no matter what.
Jeff
Jon - true. I havenot done rentals other than a couple for myself years ago when our own home did not sell. I am considering getting more involved but have some things to learn and understand.
Jeff
Judy:
I DO consider myself fortunate. From the very beging before the decision was even made to hire me, they were terrific to work with. They taught me a lot in terms of things I could do even more effectively when helping first time sellers. As far as the rental, well I am givigin it some thought.
Jeff
Cathy and Gary - I cetainly hope so. It's all part of building lasting relationships and satisfied clients.
Jeff
Bryant - that's what it is all about, isn't it? Thanks for your thoughts.
Jeff
Lenn - Espeically when the focus is NOT just on the sale but on the entire process.
Jeff
JEFF - Sounds like some short-term disappointment may have set you up nicely for long-term success in the form of future business from your clients, and possible referrals as well.
Jeff, it's the whole package of service to our clients. We need to focus on them and just not the paycheck. I would never expect anything but the best service from you to your clients. Excellent post and very deserving of your "star"!
Jeff, great service, professionalism, and honesty built the relationship. Your sellers knew what to expect so kept the relationship strong, on going, and most likely have them as clients in the future. AJ
Jeff, what a great post! It's such a big "ugh" when we can't bring the deal together because of the marketplace, financing, etc. and yet, to have it happen to client's that are ideal, perfect. Honesty is so important, but the integrity, professionalism that you portray, will keep these exceptional clients on your list for future deals and referrals.
This is a great time to buy but unfortunately, there is a lot of inventory and competition - even when a house is in great shape.
Sandra - Thanks for your thoughts. I think that is generally true. And sometime what we think is someone being difficult is really us not doing our job, not explaining something, not setting expectations, etc.
Jeff
Very interesting in post and significant - as listings expire or motivation changes - the Seller should still be givingyou raving reviews for doing the best job under the circumstances. Thats the sincerely form of compliment!
You are lucky to have understanding clients who realize the market conditions and aren;t blinded by their needs and desires, like you said great sellers.
Lynda - That is so true. I have been fortunate to not have too many homes that did not sell. I learn something from every experience.
Jeff
Jeff -- I know these sellers will be back. They are quite the professional and I know they appreciate all you did for them. The list of tips is very insightful and helpful.
George - well I certainly try. Life's lessons are sometimes better than the book!
Jeff
I may have a contract ending due to similar circumstances. They are great people also and we get along great, the home just would not sell. I am going to help them with a lease to own and they are very thankful for the help. Thanks for the pointers.
Jeff, I have a very similar situation. In fact, I've become quite close friends with them. They finally moved out of state & just today I placed their home for rent in several different areas on the internet. Actually, someone's already called me and am showing it shortly. I wish it would have sold for them, but they were very well aware of the situation. In fact, they told me that they felt bad for me because I haven't made anything off of them. That just blew me away. This is such a great business that we are in!!
Jeff, it may be a simple list but when the market is slow and things are not moving, it's the hardest thing to do to pick up the phone and tell someone "I don't have anything to tell you". I'm working on that, but it's one of the toughest calls I have to make.
Jeff, You're right on the money. We are all in the communications business, and usually (especially now) when a relationship goes bad it can be traced back to a breakdown in communication. We've all picked up listings that failed when agents didn't pick up the phone, and this is a great reminder that we all have a job to do good news, bad news, or no news. Add us to your growing list of fans!
Sorry Jeff, That was us above!
When the market is slow it is imperative that communications with sellers be constant. They know how slow it is everyone hears the news, but when we're THEIR agent THEY need to hear from us. It truly is a communication and people business.
Jeff, with the slowing market, I have more than my share of homes not selling this year. Only one has been upset (he would have been anyway - he's been through 5 other agents). Still, it is frustrating when we've tried so hard to sell the property, to have it go back to the bank or worse, to another agent and the price is lowered.
Hi Jeff - congrats on those raving fans, and well-deserved, too. I love all my raving fans, and work hard for them. "Raving Fans" is a great book I'd recommend everyone read, and re-read again.
Great reminder of what real estate really is about.
Ann
Elaine - thank you for the kind words. I agree that it is an odd market. And many buyers seem to be in a quandry about what to do, while others are taking a "move forward" approach, with some sitting on teh fence. Certainly there are lots of economic issues that give one pause. I'm happy that I did the best I possibly could and I know the sellers understand that.
jeff
"Remember that it's all about them...always"
Yes... how simple... just do your job and remember that it's all about them!
What a wonderful post. I am sure that you will be selling this home yet. These sellers are very fortunate to have you to work with them, guide them and educate them.
Lola - thank you for the praise, especially coming from a successful, experience real estate professional who, IMO exudes an understanding of, and focus on, customer services and adding value to clients. I'm glad it added some value to YOUR thinking.
Jeff
William - that is a great idea. I know they are going to wrtie a testimonial and I plan to ask about a video too.
Jeff
It sounds like you had some very nice people to work with. May you get another listing and sell it.
Jeff, I have made some really wonderful friends from listings I haven't sold for the same reasons - just had dinner with a couple last weekend whose house I couldn't sell because they were committed to price, not to selling. We all knew it, and it was fine when the listing ended. They told me I had given them "exquisite service" and regularly recommend me. It's great!
Hey Jeff, A video, Now you are talking. Will it be of them or you,lol. Video Testimonials. I can't keep up, I was just figuring out what to do with the e-mails, :-)
Jeff, I know how you feel and what you are talking about. I am sure your paths will cross again. Saying goodbye to friend is a hard thing to do.
It is all about the expectations and the realization of those expectations. If you let them know what you will do, and do that and more, they should be pretty cool with it. Of course, there are some clients that won't be happy regardless...
Thanks for the great post. I have bookmarked it. I really liked your list of things to do to create raving fans. I'm impressed with your professionalism. You will definitely get these sellers back again.
I love that you are in it for what is best for your clients; not you. Thanks for sharing a great post
I love that you are in it for what is best for your clients; not you. Thanks for sharing a great post
Great attitude, I'm sure your folks knew you had their best interest at heart all along so they'd use you again anytime.
Jeff, I think at some point everyone will have a similar situation as far as no sale in that manner but being able to walk away knowing they are still your fans is what will always set you apart. They'll rent it for now, but they'll be back.
Not all homes will sell in this market. Doing what is best for the client is what is it all about.
Your "To Do List" indicates that you are truly an exceptional agent knowing and living what's best for the client.
Tony and Darcy - I'm glad it was helpful. It seems to be a good list either way.
Jeff
Terrylynn - thanks for the kind words. There are, unfortunately, agents who don;t do a good job and they may be, at least in part, more to blame for thehome not selliing. And there are sellers who pricer to high, or whose homes do not show well, for whom we can only do so much,. Overpriced homes in poos condition wll not sell no matter what we do.
Jeff
Susie - you mentioned that problem in another post. We are seeing a mixed bag, with increasing inventories in some area. I suspect as summer moves along that things willl slow more as they traditionally. The issue of low appraisals is one we will have to contecnt with for some time I think.
Jeff
Adam - and that is exactly how I am looking at it. TIme will tell.
Jeff
Linda - thank you for the nice compliment. You make such a good point - we really do need to keep in mind who it's all about, and keep our agenda out of the picture. Thsi is not to say, of course, that we should not te open ane honest about issues that will affect the sale adn other matters. The truth is the best appraoch even when it goes against the grain of what folks are hoping for.
Jeff
Jeff
This is apost everyone can benefit from- some great advice and reflects a wonderful professional attitude! Good Job
Good Luck and Sell well!
Jeff
I agree with your philosophy, and I think attitude has a lot to do with it. That said, I came across this blog the other day and I wanted to get your thoughts on it.
www.HowAgentsMakeMoney.blogspot.com
You obviously want what is best for your clients. I'm 100% sure that this will pay you back in ways you've never imagined...not just referrals, but good karma!
Great Post, the market has always determined how properties sell but I haven't seen a market like this since the early 90's, we can only do so much even when the seller is listening and working with us.
Have A Great Day
Jeff, I so needed this today. I had the same experience, my seller just got tired of trying to sell. She was a joy to work with, did everything I asked her to do to get the home ready to market. We got an offer and after waiting 3 months to close, the buyer was doing a VA loan and it was a nightmare. She called it quits.
I was so disappointed because she truly needs to sell. But, her frustration was understandable. I had a converstation with her and pointed out how great she was and I sorry I was that it didn't work out.
She was oversee's and we negotiated the whole thing through skype.
Regardless, your post makes me feel better.
Good Blog Jeff..Keep them coming!
Jeff you did your job well and hopefully they will send you a lot of referrals. it's too bad you didn't get paid but you focused on what you had control of and took care of business
Sounds like you did a gerat job and they will come to you when they are ready to sell again. That is what it is all about building lasting relationships.
Sounds like you did a great job and they will come to you when they are ready to sell again. That is what it is all about building lasting relationships.
This was great to read. I have also been trying to do all that you recommend and so far clients are happy with or without the sale. Most people realize that lasting relationships take time and kindness. Lucille Noble lnoble@weichertdunhill.com
I too have found myself in your position and it is a great relief when you have a clean cut with no resentment. We have been invited over for dinner despite the fact our listing agreement expired. The sellers acknowledged that we did everything possible.
What a great post. And what good timing. We got a similar call today. The sellers have been great but we're in an extremely bad market and the home hasn't sold quickly enough to fit their needs so they are thinking of renting. After a really tough day, your post gave me hope that where there are lemons...there is lemonade.
WOW!!! You have some amazing ideas. Thanks for so many things to think about
-Kim White
What a good post. I like your local posts to. I think everything I need to know about Carlsbad is there.