Like the retail industry, buying and selling real estate is built around providing a product or service to the customer. Just like retail, it is the process of identifying something people need or desire and providing them with that item. It also involves daily interaction with people, most of whom are polite, friendly and a delight to work with, and others who are not.
Most of Our Clients Are DelightfulAs professionals in our industry, our people at Position One Property are experienced at dealing with all types of personalities. Part of their role is to remain calm and level headed when dealing with difficult clients, and to do their best to solve their problems. Sometimes the clients have the right to be upset when something unexpected spoils their plans, but sometimes we deal with clients who no amount of exceptional service will satisfy.
For example, we understand that buying a home is both an exciting time and also a very stressful one. Buyers are making a major financial commitment, either as occupiers or investors, and they want everything to be perfect. From our point of view, we can only assist to the extent of the information they have given us about their wants.
I Changed my MindAfter finding the ideal property, we are sometimes confronted with a buyer who asks us to negotiate the purchase, then changes their mind before the contracts are signed. Often they have no appreciation of the effort we have already expended but expect us to do it all over again on another property. Of course we do, because they are our clients and we are professionals.
Did I Have an Appointment?Everyone is busy these days, so it is quite annoying when we arrange an inspection of a property at a time the client requested, and they either show up late or not at all. These days there is really no excuse. Almost everyone has a mobile phone and a quick call or text to let us know what is happening is just common courtesy.
Last Minute Changes a FrustrationOnce we have negotiated sale terms verbally, the next step is to prepare the contracts, most of which are fairly standard, but which also contain additional clauses agreed on by everyone. Some buyers have been known to demand other changes after the contracts have been prepared, requiring us to get agreement from the seller.
Who Me? What Did I Do?Often the buyer seems blissfully unaware of the drama, but contacts us continually wanting updates and asking what the hold-up is. While we do our best to be patient, this type of buyer wants everything done yesterday, but takes no responsibility for their role in the proceedings.