Is it ever a good idea to simply let go of an unhappy and dissatisfied seller?
I can't remember where I first saw it, or heard about it. But I know that since I've become a realtor, I have always offered a no hassle, easy exit guarantee on my listing agreements. I figured that if someone is not satisfied with the service I provide, it is best to let go of the client and part on amicable terms.
If you google "easy exit guarantee" you will see a ton of realtors and agencies who subscribe to this principle.
But not everyone agrees.
UNHAPPY SELLER
An unhappy seller had posted her concerns about her agent who reduced on the MLS the list price on her property without her knowledge. Many realtors and brokers who responded said the same thing: that the agent shouldn't have made that change without her knowledge and written consent.
Thereupon she wrote to the broker that she wants to terminate the agreement. She included many other reasons for her dissatisfaction.
BROKER SCOLDS SELLER VIA EMAIL
The broker, instead of making a phone call or asking to meet with the seller, responded via email, starting off with....
"You personally have been extremely detrimental to your agent's efforts...."
The broker provided his own view of what has transpired as a rebuttal to the seller's complaints. He itemized examples of what he thought the owner had done or refused to do.
Then he ends it by saying he will not release the seller from the contract. And that if the seller lists the property with another agent, they will file a claim for full commission on any sale of the property.
Is this the way to build a bridge to a client base?
EMAIL IS FOREVER
The Seller is incensed. She told the broker that his assertions are incorrect.
She may wait until the listing agreement period is expires. But the damage is done. She is on the warpath and is planning to file complaints against the broker and the agent. She is also spreading the word. She is bound and determined not to let this go, invoking the power of the internet and all that.....
Is it worth winning the battle but lose the war? How would you handle it?
