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An Open Apology Letter to All My Past, Present and Future Clients


Photo Credit: MarianaMizzle “Moving Day”

Dear Sirs and Madams,

I am writing this letter to apologize for making you move. I know that you WANT to move and are paying me to MAKE you move, but I am still sorry.

My family and I just moved. Or, I should say, we are STILL moving. It is driving me crazy, and I have been re-reminded how stressful the act of buying a house, selling a house and moving really is.

  • When do I pack the toaster? Will I want toast before I find it and unpack it in my next home?
  • Is my house clean enough for this next showing? Where is my dog?
  • How did the floor under my washing machine get so dirty?
  • Where did I pack my toothbrush?
  • Where are the kids? Did I pack them too?
  • Why am I packing this? I never use it.
  • Where am I sleeping tonight? Where my bed is? Or where the coffee maker is?
  • What is in THIS box?
  • Honey, I found the remote to the TV we no longer have!
  • What do you MEAN my phone number won’t transfer to my new address?
  • Who is going to move my hot tub? Are they insured?
  • How the HECK did THAT break?!?
  • Where’s my loan paperwork? Did Aunt Suzie pack it?!?
  • Who packed the picture frames and the cast iron frying pans in the same box?!? Oh, that was me at 2am … Oops.
  • Sure, we’ll have pizza for dinner … again.

As a real estate agent, I work with people who are moving all the time. It is my job. And no matter how involved I am with the contract, negotiations, etc., I am really on the outside-looking-in when it comes to the actual “move” and can lose touch with how insane the whole sell/buy/move process really is. So I want to let you know that I am now FULLY AWARE of how easily your nerves can get shot when trying to successfully balance all elements of a move.

So, as your real estate agent, here is what I promise you:

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  • I will be patient with you when I call you in need of a signature or a document. I know that my requests, however important they are to me, are only one of a million things on your plate right now. I will do my best to streamline my requests to be less of a burden to you, my client.
  • I will offer you as many names and numbers of competent service providers as you need to make your transition as easy as possible.
  • I will do everything in my power to make sure that your closing date doesn’t move because I know how frustrating it can be to reschedule your phone/cable/trash/etc..
  • I will do as much of the contract footwork as possible FOR YOU, so that you can focus more on moving and less on closing.

Again, I apologize for making you move, but because moving is the unavoidable part of the home buying and selling process, I just hope that I can make it easier for you.

Sincerely,
Mariana Wagner
Wagner iTeam – Colorado Springs Real Estate Agent
Keller Williams Clients’ Choice Realty

Written By

Mariana is a real estate agent and co-owner of the Wagner iTeam with her husband, Derek. She maintains the Colorado Springs Real Estate Connection Blog and is also a real estate technology trainer and coach. Mariana really enjoys helping real estate agents boost their businesses and increase their productivity through effective use of technology. Outside of real estate, blogging and training, she loves spending time with her husband and 2 sons, reading, re-watching Sci-Fi movies and ... long walks on the beach?

10 Comments

10 Comments

  1. Marc Rasmussen

    April 25, 2008 at 1:37 pm

    Great Post Mariana. I moved last year and had forgotten how painful moving can be. As a Realtor, I didn’t think much about the hassles that my clients went through during the move. It opened my eyes a little and have more compassion for what they are experiencing.

  2. Mariana

    April 25, 2008 at 2:09 pm

    Marc – I would have thought I would have been better prepared for it. I was wrong.

  3. Matthew Rathbun

    April 25, 2008 at 3:54 pm

    I HATE MOVING!!! When all these folks were upgrading their homes in “04 and ’05, I just had to ask why. However, this letter is a good approach at reminding clients that Realtors are people too. Too many agents try to present themselves as “above” the client in this regard and not give enough emphasis that moving sucks and there is a lot of work and stress involved in the process, even outside the actual buying process.

  4. ines

    April 25, 2008 at 6:16 pm

    AHA!!! Now you understand the couple of posts I did about getting that inside perspective!! How about getting the house spotless for a showing to then get a call 5 minutes before the showing to cancel.

  5. Mariana

    April 25, 2008 at 7:49 pm

    Matthew – I am convinced that the moving process NEVER ends. Ever.

    Ines – Perspective is everything…

  6. Larry Yatkowsky

    April 25, 2008 at 9:52 pm

    I decided a long time ago that the only way I’m moving out is in a pine box. But then again, for the right price and a contract that includes a Total move package, I could be coerced.

  7. Bill Lublin

    April 25, 2008 at 9:55 pm

    Mariana – I am of the opinion that every professional Real Estate agent should be forced to move periodically to remind them how stressful the process is for the consumer – We forget so easily -Thanks for reminding us all what our customers and clients feel during the majority of the time we deal with them, and how important it is that we remain empathetic

  8. Mariana

    April 26, 2008 at 8:07 am

    Larry – I think even a “total move package” would be a hassle. No one will pack and unpack exactly how we want them to. I dont think there is really any way of avoiding it.

    Bill – I agree. Empathy goes a LONG way.

  9. Glenn fm Naples

    April 26, 2008 at 2:01 pm

    I hate moving can still feel the pain from our move 19 years ago. I get a grime reminder every fall and spring as I transport my son’s belongs, etc either to college or from college. Yes, it is choas.

    We might remember to recommend a good mover for our clients.

  10. Aria Schoenfelt, Austin Real Estate

    April 28, 2008 at 10:12 am

    I think that EVERY agent should move (and frequently) so that they can feel the pain of their clients. I do move frequently because my homes are investments to me and I really do feel that it helps me serve them better. I have a client moving this weekend who took my moving organization tips seriously and is much more relaxed than those who don’t.

    I also think that EVERY agent should go through listing their homes. Let someone in your office list it and deal with the buyer traffic and pricing options from the seller’s side. Trust me, it will make you a better agent if you pay attention.

    It’s hard to have your life disrupted for buyer traffic even for one week, let alone 3 months. It’s very hard to keep everything as tidy as possible. Do it yourself and you’ll find creative ways of making your life easier that you can pass along to your clients.

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