Why Clients Don't User Their Former Realtor(R)

Why are there home buyers and sellers that insist that they will never use their previous agent for their next real estate transaction?  I have actually come across many buyers and sellers who are looking for an agent that tell me nightmare stories about why they won’t use their former agent.  I have learned to pay close attention to those stories, because it is the best way to learn how to perfect my services.  My #1 goal is to ensure that my clients are getting the absolute best service they can.  Let’s face it, buying and selling a home can be daunting and somewhat stressful.  Now, compound that with lack of support from the person who is supposed to be there to navigate you through this process. 

So, what is the #1 complaint that clients have about their former real estate agents?  Forbes says that the top 3 complaints are Lying, Laziness and Going MIA.  So, 2 of these have to do with the #1 complaint I have personally heard, and that is  – COMMUNICATION ISSUES.  Lying is definitely a communication breakdown, but the going MIA (Missing in Action) is by far the most common.  And rest assured almost 90% of getting through a real estate transaction is COMMUNICATION SKILLS – not merely talking but having the skills to get everyone involved where they want to be with as little pain as possible. 

Clients are about to either sell an investment or make an investment ranging anywhere from a quarter million to several million dollars.  And whether they are buying or selling their first home or their 21st home, they are going to have questions and need guidance.  There is a saying, “You don’t know what you don’t know.”  And that is so prevalent in real estate.  Clients will ask loads of questions, but there are some details they don’t even know to ask.  So, giving them all of those details up front makes them feel more at ease. First, there are pages of agreements, contracts and addenda to be completed and it is paramount that they understand exactly what it is they are signing.

We need to know everything about home ownership; who is going to be on the loan/deed, are they married, are they going through a divorce, did they inherit the home and is it still in probate, why is it not their name on the county information?  Not having this information upfront can create huge delays and possible loss of funds to a client. 

For sellers it is SO important to communicate with them about buyer’s expectations, getting their home ready for showings, what it the most important things to invest in when getting a home ready, the market conditions that will ultimately determine how much time and money they need to invest in getting it ready.  Even just the most basic aspects need to be covered because many home sellers don’t realize the impact of something as simple as how clean the front porch and front door area need to be.  But we also need to discuss minor repairs that are easier to address before you go under contract and also any major big-ticket items such as A/C and roofing.  It is best to prepare these clients so they don’t feel blindsided during the transaction. 

For buyers, the agent needs to know what their non-negotiables are when finding their new home.  It is important to pay attention and really talk with a client while they are inside of a home.  They will provide endless information about what they like and don’t like, what is negotiable or non-negotiable in that particular home.  Beyond that, it is also important for the agent to really look at everything in the home and point out stand out features or features that they said the must have.  It is also a time to point out possible problems like water marks on the ceiling, badly damaged roofing, extensive rotted wood around the home. 

Now I am not a mortgage lender, but it is so important for me to be able to communicate basic details about the loan process, the different types of loans, etc. to buyers and sellers alike.  Especially a buyer who doesn’t understand fees, closing costs and down payment figures.  I have saved my clients thousands of dollars by simply discussing their loan estimates with them and their lenders.

Whether representing buyers or sellers – the communication kicks into high gear once we go under contract.  There is another pile of contracts and addenda that needs to be explained and how those items affect their bottom line.  And oh the deadlines!  There are so many deadlines that the client needs to be aware of and it is the agent’s job to let them know what those are up front, but to also keep reminding them of those deadlines as they arise during the transaction.  I actually create a calendar for my clients that have all of those dates and still follow up with them as each deadline gets closer. 

Just getting buyers and sellers alike through the inspection process takes communication skills that go far beyond just explaining the process.  We have to remember that this is an emotional process for both buyers and sellers and keeping everyone from getting emotionally amped up over the other side’s responses is a big part of our skill set.  We also have to ensure that everyone is being reasonable.  What does that mean?  Say we are in an extreme seller’s market with multiple offers coming in on a home and my buyers’ offer was accepted.  We don’t want to go in after inspections and make a long list of repairs that include minor issues.  This may upset some folks because my job is to represent my buyer.  But if the buyer truly wants to purchase this home because it is “the one”, and I don’t warn them that a seller with multiple offers will be put off by a lengthy list of repairs then I’m not doing my job. 

But it doesn’t end with constant and proper communication with the client.  A strong agent knows that their job is to also stay in communication with the lender, the title company, the agent on the other side and a list of other parties involved in the transaction (inspectors, appraisers, surveyors, etc.).   Years ago, when I first started in real estate, my team leader gave me some stellar advice.  She told me that it was my job to get my clients to the closing table because ultimately that is what they wanted (to buy or sell that home).  And if that meant doing someone else’s job, then so be it.  And the constant communication with a lazy lender or a disengaged agent on the other side has kept the transaction moving along without stressing out my client. 

The other big advantage to my clients is my availability.  If we are in the midst of a transaction, then I let them know that I am available up until about 9:30pm.  I know that this seems unreasonable for some folks, but if I have someone buying or selling a million-dollar asset and they suddenly had a question that caused them some angst then I want to be there to help them.  It is usually a 5-minute conversation, and the client feels better and truthfully, I feel better for them. 

So real estate is a lot of talk, talk, talk.  This is partially true.  It is important to KNOW what you are talking about and equally as important to be mindful of HOW you are saying it.   As a Realtor® our communication skills range from negotiator, to therapist, to fact checker, to educator, to persuader, and sometimes a comic… the list goes on.  Rest assured – communication is actually one of Hardwick Property Group’s SIX Core Values.  That and no one ever accused me of being the quiet one who didn’t talk enough.  BAHAHA. 

GOT QUESTIONS?  Great – we are happy to address any of your questions regarding the real estate market, the transaction, recommendations for home contractors or lenders, etc.