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The biggest failure of the real estate industry – communication

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Failure to communicate

Nobel Prize winner for Literature, George Bernard Shaw said, “The single biggest problem in communication is the illusion that it has taken place.” What we find a top consumer complaint to be regarding Realtors is poor communication. A psychologist recently recounted to us her experience with a Realtor and noted that she found the agent to be abrasive, borderline rude, but they were pleased with her service because she was a pit bull at the negotiation table, and most importantly, she communicated with her clients frequently, even to simply report that there was nothing to report.

When we ask consumers what they don’t like about Realtors, it is never that they find agents to be cocky, stupid, or anything derogatory, rather complain that communication is terrible in their experience. Why is this the case? Why do consumers have this perception?

The panicked feeling about having no news to communicate

In a down economy, many agents know that panicked feeling when the phone rings and it is their listing client on day 120, wondering why it has been weeks since anyone toured the home. Clients don’t believe that no news is good news, nor do they believe that no news is bad news, rather are putting their biggest asset into an agent’s hands and are nervous, even in a hot market.

Shaw hits the nail on the head about communication, in our opinion, in that many agents often feel as if they have communicated because nothing has changed with a listing since the last phone call. For consumers that are pleased with communication levels from their agent, like the psychologist, they typically point to communication that is predictable. In this case, she said that every Wednesday night, they knew their agent was going to call and tell them not only the status of their home, but the status of the market.

For example, “your house looks good” is far inferior to a call that says, “your home had two tours, one agent gave feedback that the second bedrooms are too small, and I am still expecting a call to be returned from the other agent to get his feedback. The flyer box was refilled three times this week, and we need to meet this week to prepare for the broker open in two weeks in case it is still on the market. Two houses in your subdivision have gone up for sale this week and one has a pending contract and the agent who sold the house works in my office and said the offer accepted was within $2,000 of the asking price, so that’s good news. Because your home was built by one of the town’s founders, I have some calls in to local reporters to see if they would be willing to write about it.”

Having a game plan

When communicating over the phone or over email, it is ideal to do so on a regular basis with clients, and offer the following:

  1. Summary of all activity pertaining to the client (listing info, loan status, etc.)
  2. Summary of neighborhood activity if pertinent
  3. What actions you have taken since you last spoke
  4. What plans of action you have for the coming week (set expectations)
  5. Offer to answer any questions

With a plan of action, that panicky feeling will be far less, because you will have set expectations and have something tangible to deliver, because in this market “nothing is going on” is the most common answer, so agents find themselves not checking in with clients (thus driving them crazy). So, take the anxiety out of communicating with clients and have a game plan, because phoning a client three weeks ago to tell them no news is, as Shaw alluded, an illusion that communication has taken place, thus communication has failed.

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6 Comments

6 Comments

  1. Matthew Collis

    September 12, 2011 at 9:04 am

    Great article! In my opinion, it's vital that Realtors use the technology and tools available to them to ensure consistent communication with their clients and those in their SOI takes place!

  2. Dona L. Crane

    September 12, 2011 at 10:33 am

    Great information! It was very helpful to me.

  3. Michael Bolton

    September 12, 2011 at 11:31 am

    Great post! Communication is very important; and would greatly improve the quality of real estate transactions if both Realtors and appraisers communicated more often. I’ve been appraising for the past fourteen years, and I'm still surprised how few appraisers reach out to real estate agents.

  4. Property Management

    September 12, 2011 at 12:12 pm

    With today's technology, there are many options that a person involved in real estate business can opt for to have better communication with their clients/costumer.

  5. Brandon

    September 12, 2011 at 12:38 pm

    We see this all the time on our site. Clients really, really appreciate the real estate agents that are available to them (by phone, e-mail or text) and have the information they're looking for (neighborhood, schools, trends, community).

  6. Pingback: The Top 7 Qualities Your Real Estate Agent Should Have

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Coaching

Disputing a property’s value in a short sale: turn a no into a go

During a short sale, there may be various obstacles, with misaligned property values ranking near the top, but it doesn’t have to be a dealbreaker!

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magic eight ball

It’s about getting your way

Were you on the debate team in high school? Were you really effective at convincing your parent or guardian to let you do things that you shouldn’t have been doing? How are your objection-handling skills? Can you flip a no into a go?

When working on short sales, there is one aspect of the process that may require those excellent negotiation or debate skills: disputing the property value. In a short sale, the short sale lender sends an appraiser or broker to the property and this individual conducts a Broker Price Opinion or an appraisal, using special forms provided by the short sale lender.

After this individual completes the Broker Price Opinion or the appraisal, he or she will return it to the short sale lender. Shortly thereafter, the short sale lender will be ready to talk about the purchase price. Will the lender accept the offer on the table or is the lender looking for more? If the lender is seeking an offer for a lot more than the one on the table, mentally prepare for the fact that you will need to conduct a value dispute.

Value Dispute Process

While each of the different short sale lenders (including Fannie Mae) has their own policies and procedures for value dispute, all these procedures have some things in common. Follow the steps below in order to conduct an effective value dispute.

  1. Inquire about forms. Ask your short sale lender if there are specific forms that you need to complete in order to conduct a value dispute. Obtain those forms if necessary.
  2. Gather information. Your goal is to convince the lender to accept the buyer’s offer, so you need to demonstrate that your offer is in line with the value of the property. Collect data that proves this point, such as reports from the MLS, Trulia, Zillow, or your local title company.
  3. Take photos. If there are parts of the property that are substandard and possibly were not revealed to the lender by the individual conducting the BPO, take photos of those items. Perhaps the kitchen has no flooring, or there is a 40-year old roof. Take photos to demonstrate these defects.
  4. Obtain bids. For any defects on the property, obtain a minimum of two bids from licensed contractors. For example, obtain two bids from roofers or structural engineers if necessary
  5. Write a report. Think back to high school English class if necessary. Write a short essay that references your information, photos, and bids, and explains how these items support your buyer’s value. This is not something that you whip up in five minutes. Spend time preparing a compelling appeal.

It is entirely possible that some lenders will not be particularly open-minded when it comes to valuation dispute. However, more times than not, an effective value dispute leads to short sale approval.

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Coaching

Short sale standoffs: how to avoid getting hit

The short sale process can feel a lot like a wild west standoff, but there are ways to come out victorious, so let’s talk about those methods:

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short sales standoff

What is a short sale standoff?

If you are a short sale listing agent, a short sale processor, or a short sale negotiator then you probably already know about the short sale standoff. That’s when you are processing a short sale with more than one lien holder and neither will agree to the terms offered by the other. Or… better yet, each one will not move any further in the short sale process until they see the short sale approval letter from the other lien holder.

Scenario #1 – You are processing a short sale with two different mortgage-servicing companies. Bank 1 employees tell you that they will proceed with the short sale, and they will offer Bank 2 a certain amount to release their lien. You call Bank 2 and tell them the good news. Unfortunately, the folks at Bank 2 want more money. If Bank 1 and Bank 2 do not agree, then you are in a standoff.

Scenario #2 – You are processing a short sale with two different mortgage-servicing companies. Bank 1 employees tell you that they cannot generate your approval letter until you present them with the approval letter from Bank 2. Bank 2 employees tell you the exact same thing. Clearly, in this situation, you are in a standoff.

How to Avoid the Standoff

If you are in the middle of a standoff, then you are likely very frustrated. You’ve gotten pretty far in the short sale process and you are likely receiving lots of pressure from all of the parties to the transaction. And, the lenders are not helping much by creating the standoff.

Here are some ideas for how to get out of the situation:

  • Go back to the first lien holder and ask them if they are willing to give the second lien holder more money.
  • Go to the second lien holder and tell them that the first lien holder has insisted on a maximum amount and see if they will budge.
  • If no one will budge, find out why. Is this a Fannie Mae or Freddie Mac loan? If so, they have a maximum that they allow the second. And, if you alert the second of that information, they may become more compliant.
  • Worst case: someone will have to pay the difference. Depending on the laws in your state, it could be the buyer, the seller, or the agents (yuck). No matter what, make sure that this contribution is disclosed to all parties and appears on the short sale settlement statement at closing.
  • In Scenario #2, someone’s got to give in. Try explaining to both sides where you are and see if one will agree to generate their approval letter. If not, follow the tips provided in this Agent Genius article and take your complaint to the streets.

One thing about short sales is that the problems that arise can be difficult to resolve merely because of the number of parties involved—and all from remote locations. Imagine how much easier this would be if all parties sat at the same table and broke bread? If we all sat at the same table, then we wouldn’t need armor in order to avoid the flying bullets from the short sale standoff.

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Coaching

Short sale approval letters don’t arrive in the blink of an eye

Short sale approval letters may look like they’ve been obtained simply by experts, but it takes time and doesn’t just happen with luck.

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short sale approval

Short sale approval: getting prepared, making it happen

People always ask me how it is that I obtain short sale approval letters with such ease. The truth is, that while I have more short sale processing and negotiating experience than most agents and brokers, I don’t just blink my eyes like Jeannie and make those short sale approval letters appear. I often sweat it, just like everyone else.

Despite the fact that I do not have magical powers, I do have something else on my side—education. One of the most important things than can lead to short sale success for any and all agents is education.

Experience dictates that agents that learn about the short sale process
have increased short sale closings.

Short sale education opportunities abound

There are many ways to become educated about the short sale process and make getting short sale approval letters look easy to obtain. These include:

  • Classes at your local board of Realtors®
  • Free short sale webinars and workshops
  • The short sale or foreclosure specialist designations

As the distressed property arena grows and changes, it is important to always stay abreast of policy changes that may impact how you do your job and how you process any short sale that lands on your plate.

The most important thing to do is to read, read, read. Follow short sale specialists and those who blog about short sales on AGBeat, Google+, facebook, and twitter. Set up a Google Alert for the term ‘short sale’ and you will receive Google’s top short sale picks daily in your email inbox. Visit mortgagor websites to read up on their specific policies and procedures.

Don’t take on too much

And, when you get a call from a prospective short sale seller, make sure that you don’t bit off more than you can chew. Agents in most of America right now are clamoring for listings since we are in the midst of a listing shortage. But, if you are going to take on a short sale, be sure that it is a deal that you can close. And, if you have your doubts, why not partner up with a local agent that can mentor your and assist you in getting the job done? After all, half a commission check is better than none!

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