When a real estate transaction closes, an agent's fiduciary relationship with the buyer or seller is over. That's why contracts have starting dates and circumstances under which those dates end. But just because the purchase contract or listing agreement is over doesn't mean my personal relationship with my clients is over. I never go away.
I tell clients that, too. If they need anything after closing, and I mean anything, they can call me. Sometimes, clients are new to Sacramento and they don't know how to find neighborhood businesses or maybe they don't know that some purchases are better off being made in San Francisco -- as Sacramento is sorely lacking in what I call quality shopping experiences. Thank goodness we have internet.
But most of all I really like my clients. I met with clients a few days ago who are moving to Boston and selling a short sale. When I left their home, it dawned on me that I will probably never see them again. So, I said goodbye and wished them well in the future endeavors. As a Sacramento short sale agent, there are many clients who don't make it to closing with me because they have moved away by then. That's kinda sad.
In any case, I don't understand agents who want nothing more to do with anybody after closing. Sellers in Land Park listed with me a few years ago because when they bought the home, they had called that Land Park listing agent after closing to ask why the sprinklers were not working. That agent told them the home was sold as is and slammed down the phone. They did not call that listing agent when they decided to sell. They called another Land Park agent, me.
Another client called yesterday. He bought an upper-end pool home a while back in Fair Oaks, and I represented him. He called because his neighbor was selling his home and had promised to sell him the pool table. Apparently, there was some kind of mix up and the escrow had closed before my guy could get the pool table moved out. So, he called the listing agent to ask how he could get the pool table.
The listing agent said, "I don't sell pool tables." And she refused to help him. Would not pass on his information to the buyers or buyer's agent. She would do nothing. I don't understand. Sure, her agency had terminated, but what about future Good Will or just being a decent human being, a nice person? My client said, "That's why I called you."
Unfortunately, there is not much I can do. I looked up and passed on the buyer's agent's information to him and left that agent a voice mail. Technically, the pool table probably belongs to the buyers now, and they haven't moved in. I just wanted to know if the buyers wanted the pool table. That agent hasn't called me back, either.
People like this give real estate agents a bad name. Their behavior reflects poorly on our entire industry.
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Certified HAFA Specialist
My Sacramento Real Estate Listings
Elizabeth Weintraub is an author, home buying columnist for The New York Times-owned About.com, a Land Park resident, and a Land Park real estate agent who specializes in older, classic homes in Land Park, Curtis Park, Midtown and East Sacramento. Weintraub is also a Sacramento Short Sale agent who lists and successfully sells short sales throughout the four-county Sacramento area. Call Elizabeth Weintraub at 916.233.6759. Put 35 years of real estate experience to work for you. Broker-Associate at Lyon Real Estate. DRE License # 00697006.
The Short Sale Savior, by Elizabeth Weintraub, available at Amazon.com.
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The views expressed herein are Weintraub's personal views and do not reflect the views of Lyon Real Estate.
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And that's why you'll remain successful in this business long after others have moved on to something else; some job that doesn't require service oriented behaviour! Good job in making the rest of us look good :0)
PS Suggested!!
Helping clients before, during and AFTER is part of the service I provide too Elizabeth. And also why the phone keeps ringing. Some people don't get it...the business and the phone calls! Well done!
I don't get the instant off relationship after closing either. Our jobs are based on relationship building. Want referrals from that client? Keep helping whenever you can.
Dear Elizabeth -
Yesterday I received a phone call from a Jan. 2011 Buyer Client -"My next-door neighbor cut a tree on my side of the property line. What should I do?" Of course, I am helping her with the situation. Relationships are the basis of our business - right?
The difference between those folks and you explains why you got the listing in Land Park that you mention and many others I am sure.
Have a happy day -
Lynn
Elizabeth - I too like to maintain relationships after the close of escrow, especially if the relationship is a good one. With nearly 60% of my business being from referrals from my SOI, my business would be devastated if I didn't maintain my relationships with my SOI.
Hi Elizabeth, You are good example of excellent customer service.
Guess they have never heard of repeat business. I try to stay in touch and definitely help out all I can. People come in all the time at tax time asking for a copy of their closing documents. I do point out everything they need is in the file they got at closing. SOme say "Oh, I didn't know that, I know where it is then. Others say "I filed it somewhere. Can I get another copy?" Of course you can have another copy.
We are supposed to be making clients for life, I really can't understand why the other agent wouldn't help out. My office even tried to start a concierge service, where people could call and ask for plumbers or airc conditioner guys, etc and we would have a list for them. So far it hasn't turned out that way.
While I don't think you need to go overboard, if a client doesn't know where to turn and calls you for help, I think we should try to help. Especially if it's something we can help with. Aren't your clients your friends, too. I know many of my clients I consider friends. If they weren't a friend when they came to me they generally leave as a friend. There aren't too many clients who really bug me.
I open doors for people when I get there first, even if I don't know them. It's just the sort of thing you do as you go through life. So, if I do know them, all the more reason to help out.