Thread: First official client - a horrible experience.

Seeker, as you didn't provide many details (albeit, there may be too many details for the full story, perhaps you could illustrate some of your points with examples), it's difficult to ascertain the situation. So tell us more.

Nevertheless, I would suggest that you take a couple of steps back from the situation, try to see things from your friend's perspective, and use this as a learning experience. What to say, how to say it, when to say it, those are all things that hopefully you gained some experience on. And well, having a real 'client', surely you did more than your daily routine would have entailed otherwise. Learn from every experience and pledge (to yourself) that you will improve in areas in which you were lacking.

Best of luck.

Hello Seeeker,

I'm sorry to hear of your experience. However, you can use this opportunity to study what had happened and what lead to the problem. Use it as a learning experience for your next opportunity.

Best of luck to you!

Hi,

Thanks for the support. If knowing the events helps, here is my general account of what happened, and it's not even complete. Apologies for the ridiculously long post here. I definitely recognize it as a learning experience. Setting expectations clearly up front, and no matter how personally insulting a client may become, keep your response neutral.

I think it is also necessary in this case to understand my client's particular personality too. She is an athletic, self-sufficient, leader type and likes to direct people. She has a tough mentality. She's intelligent, but having no prior experience with real estate, this "the clients is always right, and I'm the client" (that's a quote) attitude was difficult to manage. She's a know-it-all, and our clash in personalities was a central factor in the meltdown. Here are some bullet points on what happened.

1) First time buyer, and although she didn't know how a RE transaction works she knew that I am new, and so she didn't really trust me from the start. I told her I was committed to working my *** off and doing right by her, and anything I didn't know I would get to the bottom of. My colleague would repeat something I said, then she would be believe it.

2) When she didn't have a lender, I recommended one. She started making comments that by recommending him we had a "financial arrangement." Again, she was ignorant, and thought everyone was getting a cut and only really interested in getting her to buy something. She met with this lender eventually, and without prompting he warned that she seems difficult.

3) A couple times she expected me to drop everything no matter what day or time for non-urgent tasks. For example, I'd been fielding calls and email all Friday night from the lender and a listing agent, then we looked at houses all weekend. Then on Sunday night I was out with a friend. I had a document with me for her to sign if she felt she had to, she could meet me. Otherwise I would visit her in the morning. While I was out on a date, she called and said "If I were a real client, you'd drop everything." This gives some indication of her perception of the working relationship. I tried explaining it to her, but she didn't really want to listen.

4) I then had a two week international trip while we were working together, it was planned previously. I was visiting family, but I had time and was committed to taking care of her, and working while away. via phone and email. I also coordinated a colleague to take my place if anything was needed locally. At this point she was ready to make an offer on a property, so we weren't doing many viewings.

5) She was unhappy with the condition of the basement (moldy, pet urine odor), and started making demands on the seller - BEFORE making an offer. In two separate emails she demanded the seller address and remedy the problem, explain why it smells so bad, find a solution and do something about it. THEN she would make an offer.

- I explained that I would investigate it with the other agent. I contacted the agent multiple times by phone (from Germany), and kept her updated hour by hour. But I also explained that they are unlikely to take any action prior to an offer, and that these issues would be resolved during inspections and we could keep negotiating. I said "I agree the problem should be addressed, but the sequence of events might be a bit different than you described..." She snapped "I don't know what you mean by that, but I am not willing to make an offer until they do this/do that..., etc"

She ultimately thought that by explaining the way the transaction works, and that she should get it under contract then we'll deal with the basement, we were not addressing her concerns, and pressuring her into buying. - Even though I was already investigating it with the listing agent.

- She then snapped that she knew they wouldn't fix anything, "I might be knew to this but I'm not dumb." - Even though she had JUST stated the opposite explicitly. I was like "huh?" She also implied that I was not investigating things enough for her, and said I was just being "the answer man." But I let it go.

She was traveling to Asia in a few days, and didn't want to rush into an offer. So, from Germany, I called her to check in and support her, and tell her not to make an offer if she feels pressured. She immediately started complaining that my colleague was pressuring her to offer to make her 3% (my colleague was not getting any commission, I was her agent). And then something, something.. and "the client is always right, and I'm the client." I have every email backing up my facts, but this phone call I only remember a couple of statements. Basically she thought I should just nod and smile, and since I would be well compensated I should just take orders.

At this point I was becoming very offended, pissed off and baffled. While I was working my *** off for her with a contract ready - from Germany - she was accusing me of not addressing her concerns, not being responsive. This is all totally BS. Even the morning I left for the airport I was researching a neighboring development and sending her building plans, on and on.

I emailed her after that call - still supporting her, but I said she was making some inaccurate comments, and suggested maybe she start trusting us a bit more, and knowing me, and that I am representing her, try to work with me a bit more. I said she shouldn't be so concerned with who was getting paid, and that because I'm my fiduciary relationship, her interests come before mine, I was working for her. Plus, it wasn't costing her a dime, so I didn't really understand what she was so upset about, and why she would be so concerned with everyone's commission. I told her that I don't just take orders from her, that there is a process in place. I provide a consultative service and make professional judgments as to what action to take, AND I do whatever she asks outside of that. She felt that I was just to nod and smile, and take her orders.

Her response was that she "warned me of her high standards, and that I was not being responsive and addressing her concerns..."

I decided I could no longer work with her. She did too, and we ended it there. My colleague took over.

I know there are issues of interpretation, and understanding her position. But she was being patronizing, and wouldn't listen to me anyway. The facts of the events back me up, I have reviewed the email transcripts a dozen times. So I believe it was her personality and stubbornness, "I'm right and you're wrong, so shut up" attitude that I couldn't deal with. Maybe if she were an expert, or Donald Trump, I would just take orders, but since she didn't know what she was talking about, it was senseless.

I'm not so broken up about losing her as a friend. But since we have a distinct group of mutual friends, I am more concerned about her badmouthing me based on her warped version of events. This basically implies that the word will get out and no one we know would ever consider using me, or recommending me. It seems like any effort to defend myself further is fanning the fire and making me look petty or something.

Well that's what happened.

If she really is that much of a pain, all the 'friends' to whom she might mention her experience will take it with a grain of salt. Don't get too caught up on any one client, you will encounter other problem clients. But they don't hold the key to your success (no matter how much they badmouth you), only YOU determine that.

Btw, I wouldn't get into a discussion/arguement with a client over commission ('don't worry about it cause you aren't paying it'). A buyer may not pay your commission directly, but ultimately it comes out of what they pay to the seller. Would you be ok if a professional you hired told you to not be concerned over what he gets paid?

Best of luck.

Hi, thanks for the reply.
I would never bring up commission with a client! But she brought it up often - she thought I was getting a kickback from the lernder I recommended, she thought my colleague was pressuring her into buying to get her commission [the colleague was not even involved, just doing me a favor by having a chat with us], she thought I should just nod and smile because I would be "well compensated," she thought I presented certain properties because another agent from my office listed it, and so we had a "financial arrangement," - just being totally suspicious and ignorant.

Finally, I had to tell her - "Look, chill out! Things don't operate that way! [I knew her so I felt free to be speak casually with her] I want you to have a successful experience, as a friend and because that's my job. Let's just focus on the house! But, if you must be so concerned, afterall you're getting all this service at no cost to you, so look at the benefits, let's just move on." I reminded her of my fiduciary duty - to look out for her best interests before my own. I don't think she wanted to listen to anything I said though.

Thanks for the comment about one client not determining your career. I am starting to look at this as an opportunity to prove that, and instead of focusing on friends and first time buyers, focus on listings, and minimize a repeat of this again (at least in the short term).

Hi Seeker,

One thing for sure you got what it takes to be a Realtor. Just bare in mind that nothing is easy like fairy tales story, use your experienced as your tool to perfection, creating better atmosphere in any given situation.

Cheers!

Thanks for that comment! That's reassuring, but what made you think that?

Welcome to the wonderful world of real estate!

No matter what industry you are in, you will come across people that will be awful customers for you.

I spent my first few years of work in a department store and even there you get some ridiculously awkward customers who expect you to roll over backwards for them.

I am sure you have learnt something for the future and this will ultimately help you in your career. You should take this on board and move on, it will turn into a positive situation once yoiu realise not all people are like that.

Remember that buying a house is the biggest most personal purchase you can make so obviously some people are going to be fussy and take a long time to make decisions.