How many of you find a way to make the transaction work? Do you go above and beyond "the call of duty"? How often do I ask myself if I'm doing the right thing when I give a credit or buy something for the client to make a transaction work? NONE! NEVER! NADA! ZILCH! ZERO! That's right...NONE! I don't second guess my decisions when it is to benefit the client and the transaction to make it work.
Three days ago I wrote about my loyal client, Mr. "W" in my post A Hawaii Real Estate Story: The Faithful and Loyal Client. Now, I have been known to give credits, clean, paint, do yard-work, do double work (when the other side won't) and in the end do I regret it? NO. That's a real big fat NO, because sometimes I have to do this to make a transaction work.
In Mr. "W"'s case, I have been working with him for about 2.5 years. He is just one of those people I feel needed someone he could trust, that would be patient and loyal. That was me. I too, want client's who I could trust and be loyal. That is him.
On June 30th by 11:30 am I had put in an offer for Mr. "W" and since then this is what has transpired:
- July 2, 2007- Right before the deadline for our offer the seller's agent (Carol) calls. They are going to counter us on the price of the offer. (that was expected)
- Met with Mr. "W" and we call the LO again to go over all figures and different programs so he would feel comfortable if we countered them back at X amount. Fine. We submit the counter to their counter offer.
- July 3, 2007- 8:30 am- Carol calls and says the seller is adamant about not going that low. I told Carol there is no way that Mr. "W" can go up any further. After discussing our options we both agree to a solution.
- BOTH agents (Carol and I) will contribute a little from our commissions and credit back to the seller to cover X amount.
- I send Carol a revised cooperating brokers agreement and she sends me a revised page 12 of the Purchase Contract with the agreement of Seller deducting X amount for the commission that Carol and I are chipping in.
- Seller AGREES! We have an accepted contract as of 12:00pm!
- Carol has the Cooperating Broker's agreement signed and emails me with the document and asks if I can get my broker to sign and send back.
- Call my broker and ask her to pick up the doc from fax, sign and fax back. Done within two minutes. Scan and email back to Carol and right when I click send she is calling to ask if I got the docs. (Yup..and on it's way back)
- I call Mr. "W" and I let him know what the Carol and I are doing. He is stunned. Doesn't know quite what to say. He says he will call me back after he eats as he just got through swimming at Koolina beach.
- I get all the paperwork ready (escrow instructions, disbursement, contract and check) and rush it down to escrow and now escrow is opened for this transaction!
- Rush back to the office and drop copies off for the other admin. lady to prepare the file. (It's my day off from the office)
Mr. "W" called about an hour ago and he said he has already gone through emailing docs etc. to the Loan Officer. The Loan Officer? One of the faithful, trustworthy and loyal Loan Officer's I referred my client to. And then Mr. "W" says this: "Sally, I just want to thank you and the seller's agent for what you just did for me. I still can't believe it". I said, "You know what Mr. 'W', sometimes it's not all about a buck...and getting that last buck. And besides, look how you stuck by me this whole time. I thank you for being the loyal client."
Wait! This wasn't all I wanted to write about. This seller's agent, Carol, has been in the business for 25 years, is the partner of the RE firm and I have worked on two other transactions with her. The first one we worked on together I represented the seller (co listed w/another agent). Carol represented the buyer and we got that baby in contract within 24 hours of the offer and that went smooth. The other one was for my own townhouse that I bought where she represented the seller. Now this one. Was she worried about chipping in for this one either...Not a bit of hesitation! Why? Because we already know how each other works and how smooth this transaction will go just because we are diligent agents and get everything done in a timely manner. It would be worth it!
So, after talking to Mr. "W" and while my pc is booting up, I check my email and the Seller's Disclosure is already in it for me to go over with my buyer. And....we have the home inspection scheduled for Thursday afternoon (I only work a half day at our office). We're on it! Loyal Client and A Great Agent working opposite me. What more could I ask for? I do believe that this will surely be another smooth transaction.
Celeste "Sally" Cheeseman's Mililani Hawaii Real Estate Blog 2007
Kim: Thanks for dropping by and the support...Happy fourth to you too!
Jason: You're not so bad yourself young man!
Sally there is a difference between giving money away and doing what needs to be done after everything else has been looked at. There are a lot of times that I could make extra on a loan or give it back to the Borrower. Most of the time I give it back to lower their Closing Costs, and many times that is the difference between them making it to the closing table or not. I just did one where the closing date had to be moved back beyond the Rate Lock date, it cost a half a point to do this. The borrower was real tight on funds and was not able to do it on his own, we absorbed the cost and did not pass it on to the borrower. You do what has to be done in order to get it done.
Lori: Mr. "W" already said...hey! have a bunch of your cards....and that's what it takes.
Desiree: More than that...it sure makes me feel good inside..you know? You have a happy fourth as well!
Sally~
Ya' know, for me, there is nothing, and I mean nothing like a triple win. Love working with a team of people who recognize that communication and caring add up to successful transactions. So, as I read your post tonight, I found the small smile I had as I began to read, turned into a big one.
Sally,
I love when you get the opportunity to work with another great agent! Sometimes we have to be flexible to make deals happen and our clients happy. The extra mile goes a long way, some don't get it and the ones that do will win in the end. Great job, Sally! :)
Sally,
You deserve it! :) Congrats on your feature, bonus time!!!LOL
Suzanne: Yup....hey, that's nice!
Lisa: I love being a part of the happy story! thanks
I too will go above and beyond to make the deal work. My thinking is if the deal closes, my client is happy and I get paid! If I don't do what it takes then it's a lose/lose for everyone.
David Slavin www.FortBendHomeFinder.com
Sally: This is the reason that I love reading your blogs, you are all for the client, and in the end, everyone wins. Thanks for giving me some great ideas on how to make my clients as happy and loyal as yours!
Paula: Thanks so much for your kind comment! I love the support here!
David: Welcome to AR David. Thanks for the feedback. (no need to put links. We can click on your name)
Sally,
Your dedication and great client satisfaction is a true reflection on the quality of work you perform. Thanks for being one of the many that do have a heart in helping others.
Sally,
You rock, girl! Keep up the great work (as I know you will).
Aloha,
Lucky :)
Dear Ms. Whooo Hooo,
Some time ago my former coach said you earn a commission by doing a great job...and you earn referrals by exceeding expectations. Personal referrals are the life-blood of a sound business. Sure sounds to me like you exceeded your client's expectations. Congrats!
Hi Sally,
You are so cool! I wanna be like you when I grow up.
I hope to be the agent clients keep coming back to and other agents are happy to work with.
I'm happy this all worked out, so he could have a home.
WoooHooo Sally, you might catch some slack from those who subscribe to the "whatever you do, don't touch my commission" mindset. I'm not one of those! I'm all about making the deal work. Your clients are lucky to have you.
Congratulations on your gold star. Happy Fourth of July!
Does a farkleberry stink?
Sally,
It is nice when everyone works together instead of the lack of communication we see on some other sides of deals..Why wouldn't the other side want to work..aren't they getting paid too? Our mind seem to think alike..well at least in RE.!:)
Sometimes you have to go the extra mile and kick in a little hard earned commission. On the whole, it comes back to benefit you in the long run.
What a heart you have for your clients Sally - that's great. You should have been on that 60 minutes show where they portrayed every real estate agent as selfish and money hungry. We know that's not true - but you have proven it by your actions.
Happy 4th!
Lynda: I love that saying...you earn a commission by doing a great job...and you earn referrals by exceeding expectations. I have worked hard to get where I am today and all because of this "exceeding expectations".... I have worked off of referrals for quite awhile. Thanks...a quote such as that would surely help someone here to realize where we are coming from.
Ana: Glad you liked it.
Mana: There'll surely be quite a lot as we are just starting. Don't see a problem though as it is on the next street from me in the same townhouse complex....I know everything and able to let him know everything going on...ha!
Randy: Those kinds you can't even trade in...lol! Good luck. Let me know if I can help with anything.
Doreen: It's the grandest feeling to think in the best interests of your client. You will have good/bad ones....and even ones you feel you want to "fire". Just remember...it's what you do to make it happen that makes the difference if you sleep well at night. Thanks for the compliment too!
Lysa: You and me both! Nothing better than having both agents, loan officer and client all working in sync. Oh, I forgot to mention. When I dropped off docs at escrow (it was in Pearlridge so had to drive a little ways) I hadn't seen that escrow officer for two years! He actually came out of his office and came to greet me! And by time it was 6pm. (they must've worked late) I already had a timeline in my email!
Maggie: I remember when I first came to AR....I had some comments like that...lol! And it is...making the deal work...for everyone all around. Feels good, yeah? Thanks and have a really nice Happy Fourth Maggie!
Midori: There's always a learning lesson in RE. And I can't remember when I haven't had a satisfied customer! It always pays to feel the reward of a good transaction.
Neal: No kidding! Everyone is getting paid for that matter...all the way to escrow...thanks Neal!
Steven: It always does!
Margaret: I believe that as well! Good outweighs the bad...so to speak!
Bryant: It sure does! What's a few bucks to make the world go round, yeah?
Chrissy: It's always worth the effort. Just be glad we don't work in a complaint department. lol!
Abraham: Thanks a bunch Abraham! And I would not have gone on that show anyway. They wouldn't deserve my attention!
Marlene: WooHoo to me!
good post
it just shows what happens when great people get in the mode of getting the deal done... everyone wins!
Sally..love your blogs, but more importantly...
I just realized you're from Hawii! Need any stagers/designers out there? :)
I'm Canadian...nice summers, russian-roulette winters.
Julia
Working together is what it is all about for me too - you just know it will be smooth when you're working with an agent who you trust and you've had other "smooth" transactions with. I've given up comm but I felt that the buyer or seller seemed to "forget" about that in the end - Mr. W seemed to truly appreciate it but I've had some that don't even mention it again. Do you put it in writing?
Judy: Even when those that "forget" don't mention it again...that's okay too. Because I know I made the transaction work....and yes, in my story I told of the cooperating broker's agreement revision etc.
Armando: That's right. And that's okay too as I have done the same.