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Leesa Finley

What house did YOU look at?

By: Leesa Finley
Monday, October 29, 2007 9:10 AM

I take feedback from agents VERY seriously on my listings as I know all of you do.  Fortunately, I don't receive much negative feedback as I am very detailed and thorough when it comes to getting my listings ready to be shown and my sellers know that I, personally, may stop in at random times and I expect the property to be "show ready" at any given time.  Hey, you just never know when "the" buyer will pull up in from of the house!  Well this past weekend I had a showing on one of my townhomes.  The townhome is owned by a very sweet, respectable woman that is retired.  She spends her time between the unit and her other home all through the week.  The home is "neat as a pin".  While that term may be relative - this home really is "neat as a pin". Since my seller is not there most of the time we made an agreement that I would go to the unit after showings to ensure that doors were locked, lights out, etc. I received feedback from the showing agent on Sunday and she said the home was not very well cared for and her buyer didn't like the floorplan.  Huh?  I emailed her requesting more specific feedback as the "not well cared for".  I am so glad that I did!  She responded this morning telling me that the doorbell was broken, the kids were all over the place, the tv was blaring upstairs and it was the unit was in disarray downstairs - they didn't even cross the threshold.

 HAHA - not my unit!  I assured her that the doorbell worked, there are no children in the unit (nor has there ever been), there are NO tv's upstairs and that the home is "neat as a pin".  I had been there myself Saturday and Sunday so I know that squatters hadn't moved in, set up camp and invited their relatives in.....However, I went back this morning to be sure that I wasn't mistaken and the doorbell worked, there are still no tv's upstairs and unless they are good at hiding - there are no children.  And, yes, the unit is still neat as a pin.

The whole purpose of this rambling was just to see how seriously you take your feedback - do you really read it?  Do you pass it on to your sellers?  I, personally, have it come to me and then forward on to my sellers.  Also, on the flip side of that - how thorough are you when you LEAVE feedback for other agents?

Happy selling all!

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Comments

Gregory Bain
Member Since '03

Gregory Bain said:

Leesa, I don't even ask for the feed back on my listings anymore. On a good day, I have clients going out back to back. We look at over a dozen homes. How does an agent expect me to remember what a client said about a particular home? Unless it is so great or so horrible, I don't have much to say about it. I have gone to an agents "open house" (many) and there is not even a piece of paper to write down your comments. When I am showing homes I can barely keep the appointment times never mind the comments. If I ask you for the property disclosure or send you a contract - it ain't that great a listing.

October 29, 2007 10:11 AM
Leesa Finley
Member Since '07

Leesa Finley said:

I can respect your thoughts and opinions on feedback.  Perhaps the agent that left feedback for me would have done best not to leave feedback at all instead of leaving it for the wrong house twice.  

For me, personally, I encourage feedback whether receiving or giving.  My sellers would have me tarred and feathered if I did not provide them with feedback on showings.  As for buyers, if I even try and wait a day to "give" feedback I have agents calling me repeatedly asking for it. When I take buyers out I have a form that I print up with the addresses and jot down the sellers thoughts as we go through.  Not just for them as a "reminder" of the homes they visited during the day but to also use as a feedback jogger.

Funny that you mention the Open Houses because I actually do have a form for feedback that I give to attendees with a "box" for them put the forms in when done.

We all do things differently and that is what makes us so diverse and successful in our own ways.

October 29, 2007 10:37 AM
Jana Davis & Virginia Houghton
Member Since '05

Jana Davis & Virginia Houghton said:

Leesa I have found feedback very helpful.  But my clients just didn't take what we said as seriously as they did when they saw it in writing.  We set up a free email feedback and so far it has worked really good.  Check out showingfeedback.com  I think you will like it.

Jana

October 29, 2007 1:15 PM
Mary Welch
Member Since '04

Mary Welch said:

I can't get feedback from other agents but I understand that not everyone works like I do. I will typically leave my business card with the comments that were made by my clients(condensed and filtered) on the back. Short and sweet, nothing elaborate. Not nasty, this is my business card I am talking about so I keep it sweet as possible. If nothing nice to say I say "thank you".

October 29, 2007 1:22 PM
Leesa Finley
Member Since '07

Leesa Finley said:

Thanks Jana for the tip.  We have a similar system here (I think) CSS (Centralized Showing Service) and all appts go through them.  Automated emails (which you can customize the contect) are then sent to showing agents.  You can also set it up to send "X" number of requests for feedback.  So, I do have that service - some agents just choose not to respond.  Personally, I find it a huge dis-service to sellers when you do not offer unbiased, objective criticism.

October 29, 2007 2:05 PM
Howard Arnoff
Member Since '03

Howard Arnoff said:

Leesa, a most interesting topic. We use CSS for showings and automated feedback as well. Some agents send, others don't bother.

Most of the feedback is thanks for letting me view the property, it was very nice, we bought something else. Not very helpful but at least they responded.

I think you have to give to get and that is why I provide as good a feedback as I can when showing other agent listings and can only hope for the same on my listings.

But I would tell my sellers that while you might try very hard to get feedback from every agent who shows the home, it's really out of your hands if they refuse to cooperate.

And at the end of the day, the only good feedback is a contract.

October 29, 2007 4:17 PM
Leesa Finley
Member Since '07

Leesa Finley said:

Howard - you are right that a contract says it ALL!  CSS is a great took but again, Howard, your words are precise - you tend to get what you give.  When leaving feedback I am candid and honest.

As a side note, I finally got a response from the agent that left the feedback on my townhome and she felt so bad that she gave the feedback for the other unit that she had left. I told her I paniced and thought that squatters had moved in, invited their relatives and were having a party!!!

October 29, 2007 4:43 PM
Karen Weger
Member Since '05

Karen Weger said:

Hello. On feedback. Yes, there are times when the home has been a dozen of other showings and I don't even remember which one it is.

First of all, I always put a photo of my listing on the request for feedback, to help them remember. I do forward to my seller if I think it is helpful, but no if I don't. No reason to give them negative when I knmow it is untrue. Some agents just write hateful comments cause they are jealous. Yes, it happens, no reason to share that. You should know if your listing shines, or not. And if you want to invite negative, to get those folks to reality share it. If not. OK.

October 29, 2007 8:13 PM
Dennis  Jonas
Member Since '07

Dennis Jonas said:

I don' understand the need for feedback from other agents. If you are the listing agent all of those feedback items that you think you need should be discussed when you take the listing.  If you don't know what it takes to put your property in first class shape and know what the real price it will take to market the home, then maybe you should take the listing.  I'm to busy to have time to give you feed back, many times my feedback would to clean it up, reduce the price 20% and get a new agent.  That's the way it is. Oct 29,2007.

Dennis,

Have a great real estate evening.

October 29, 2007 8:23 PM
Karen Weger
Member Since '05

Karen Weger said:

Dennis,

When you have only a few showings, like I have a high end listing, the seller wants to know. What happened. Did I make a mistake? Was the house not clean enough? Should I have chose Rose carpet instead of beige? They want to know. That is why. Actually on all listings they want to know. Sometimes, it maybe a spouse that left the dishes in the sink before showing, could they tell the spouse, hey   your fault, you left dishes in the sink, and by the way, nothing worse than that, bad smells, dirty dishes, trash that was not out. Sometimes, agents think , oh I need to stage this home, sometimes it is the simple things. Trash out. no smells, etc.....

October 29, 2007 8:46 PM
Jackie Hawley
Member Since '05

Jackie Hawley said:

Sometimes giving good feedback can actually help the buyer's rep.

There would be interest except the windows are old and potential buyer doesn't like the color of the carpet and paint. Well maybe the seller would be willing to install new windows and give an allowance for the rest. In fact those issues might even be something you just discussed with your seller.

Also, what goes 'round comes 'round. It won't always be a buyers' market. When it becomes a sellers' market again, you might not be notified of other offers coming in on a house your buyer is interested in. "Remember when you never gave me feedback? Shoe's now on the other foot."

While representing your current buyers, you also need to think of your future buyers. If you can't take the time to return a call or e-mail to a fellow Realtor, you may want to consider hiring an assistant. My parents taught me as a child, that it's common courtesy to return calls.

October 30, 2007 7:39 PM
Leesa Finley
Member Since '07

Leesa Finley said:

Jackie - I agree whole-heartedly.  When I do receive feedback such as what you mentioned (ie. color of paint, carpet, items that can be remedied without major construction/cost) I do respond to that agent that if the "home" is what the buyer likes but doesn't quite like the cosmetics of the home then bring us an offer with an allowance added. Never do I insinuate that an allowance will be acceptable however; should all else in the contract be reasonable it very well may be considered.  Unfortunately, not every listing will appeal to everyone - it just won't happen.  Unless the feedback is a definate no (my buyers didn't like the floorplan, my buyers didn't like the lot, my buyers wanted the master on the first floor) I view feedback as a pre-negotiating tool.  Perhaps I am dealing with an newer agent that, they themselves, don't know how to turn their buyer.  Maybe it never dawned on that agent that they could ask for an allowance - that is my opportunity to step in and offer suggestions.  All things being equal - your buyer likes the home - they just don't like the paint?  Well, let me suggest what we may can do.

October 31, 2007 6:01 AM
Jackie Hawley
Member Since '05

Jackie Hawley said:

Leesa-

Exatamundo! It's another sales tool :)

October 31, 2007 1:10 PM
Jackie Hawley
Member Since '05

Jackie Hawley said:

I meant exactamundo. But it could still be misspelled.

October 31, 2007 1:11 PM
Gregory Bain
Member Since '03

Gregory Bain said:

Your home sellers must be very different than those I deal with here in my Great State of New Jersey. I have had homeowners tell me they wanted input. I have even heard them say they would love some suggestions on getting their home sold. Once upon a time I believed what they told me. I even spent good money and a lot of time (that's not valuable!) to get them "feedback". Turns out they ain't doing that. If they did all that they wouldn't be moving. Go figure.

Today. It's just not the right house for them. Or, they are still looking. Am I lying?

October 31, 2007 2:02 PM
Leesa Finley
Member Since '07

Leesa Finley said:

No - if my sellers are moving it is to a bigger house (because of children), job relo to different city/state, closer to family, they can for financial reasons afford a bigger mortgage payment (go from first home to second home) or conversely have just lost income and need to downsize, etc.  So, if they "did all that" they wouldn't neseccarily be staying because they still "need" to move. I guess we do have different sellers - mine take heed from the feedback.  I am so sorry that you had to spend money and time for feedback - CSS is awesome!

October 31, 2007 4:33 PM
Leesa Finley
Member Since '07

Leesa Finley said:

Jackie - Hit me up with supercalifragilisticexpialidocious.........is that even right? Now I have that damn song in my head!

October 31, 2007 4:34 PM
Jackie Hawley
Member Since '05

Jackie Hawley said:

I think I have that song on a 45 (pre album, pre cd, even pre-8 track). I just don't have a record player anymore that will play it. :)

November 3, 2007 6:11 PM

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