So, You are Mad At Your Agent?


Via Doug Rogers (Century 21 Millennium):


   Buying a home can be a stressful life event. After all, how often do you write a check (or sign loan documents) for a six figure sum?  With a 30 year loan you will be well beyond middle age when it is payed off. So it should come as no surprise that conflict often arises during such a stressful transaction.

 As an agent I have seen families get into heated arguments over which of the top three homes on the list to pursue. And let’s just say there is a good reason why buyers and sellers rarely meet in person prior to closing!

 Evey now and then the agent is the source of the client’s grief. As agents real estate is something we do everyday, as a result, we can lose sight of how tough moving is. If conflict does arise with your agent, it is important to address the situation. Here are some suggestions for dealing with a grievance with your agent.

1) Timing is of the essence– If something upsets you address the situation ASAP. Rarely are problems resolved when we let them fester.

2) Bring up the problem in a private setting– As a child did you like getting fussed at in front of your friends? The proper forum to address conflict is the office conference room , or perhaps over coffee. Not during the middle of closing!

3) Write your grievance down– Unless you are half robot, such an encounter will make you nervous. By writing down your thoughts, you will be less likely to forget something important.

4) Don’t beat around the bush– Let the agent know in clear words what is troubling you.

5) Try to view the problem from the agent’s perspective–Perhaps there is a legitimate reason why the agent acted in a certain manner. ALWAYS GIVE THE AGENT A CHANCE TO EXPLAIN THEIR ACTIONS. Remember you are viewing the situation from one narrow perspective. The big picture could be very different.

6) Keep the family business in the family– Agents are in a reputation business. If a client spreads rumors around town this could cost thousands of dollars. What if you are wrong??? Are you willing to seek out all those you spoke to and make things right? Would this even be possible?

7) Don’t go digging up bones– Resolve the conflict and move on. If the agent takes steps to remedy the conflict there is no need to keep bringing it up.

8) Don’t take no for an answer–At the end of the day YOU ARE THE CUSTOMER. Follow the above advice, seek to understand the “why”, and work toward a solution. If the agent can’t/won’t address the problem it is time to call the broker.

 As agents we work for the client. When conflict arises our ethics dictate that the client be treated with respect. After all, this is the biggest purchase you will ever make. Only when the client and the agent work together can the best results be achieved.


About susanmorrison

After living in Walpole, MA for many years, our family was transferred to the west coast when I was a senior in high school. In 1983, I graduated from Mission San Jose High School in Fremont, California. I am also a 1987 graduate of Providence College with a major in liberal arts and a minor in business administration. I bring to the table many years of sales experience beginning with thirteen years in Corporate Sales at Delta Air Lines. I'm the mother of three children and I'm very active within the Franklin, MA community. I am also a cancer survivor and support the American Cancer Society Charities.

My husband and I have built five homes and I've lived in a variety of other locations including Toronto Canada, Irving Texas and my current home in Franklin, MA. As a result of all my moving around, I came to the conclusion that I was an expert at moving...why not become an expert on the other side of the table? I earned my real estate license in 2004 and believe that I have found my true niche'. I can empathize with my clients on a variety of levels; whether they are buying or selling. And, like so many other good realtors out there, I believe that possessing good communication skills is one of the many keys to success.

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