Something I learned a long time ago from a seasoned, top producing agent was to always under-promise and over-deliver when working with buyers and sellers.
In my 30 year career in the business, I’ve seen the best agents with the most stellar intentions, crash and burn in their client’s eyes, because they said the “P” word…”I PROMISE.”
When uttered, invariably something goes wrong! Is it bad Juju to say the word or something else that’s going on?
Here’s an example to help break it down:
An agent promises her buyers they can move into their home on Friday as per the contract. Everything is looking good until suddenly the day before close, the sellers have an issue and can’t move until the following week!
The buyers are shocked and distraught since all moving plans are coordinated and their agent PROMISED them they could move in!
They’re now angry and looking to blame someone. The pressure is on for the buyer’s agent to fix it. What does the agent do? Harass the rest of transaction team because she made a PROMISE. She’s now under pressure to follow through.
The energy of the team has suddenly changed from everyone working towards a positive common goal… “To close,” to attacking, blaming and resentment. I find when the team is in this mode, unintentional mistakes occur (things that normally would never happen in a transaction, suddenly THIS transaction is hammered with problems!).
The reality is there are too many factors (and people) involved in a transaction for an agent to promise anything! The house may burn down, loan is denied, or sellers suddenly become un-cooperative. Promises put too much pressure on EVERYONE on the team to fulfill a sometimes impossible demand-“I promised this to my client, now you have to fix it.”
The best approach is prepare your client for potential problems so they are mentally ready to switch gears (have a Plan B).
“We are shooting to close by Friday. I can’t promise you this will happen, but the team and I are working hard to get it closed on time!”
It’s rare that a transaction doesn’t have problems. You don’t have to be a naysayer but do prepare your client for the possibility that things may not always flow smoothly.
Let your client know that you are there to support and find answers. If it DOES close on time, you and the rest of the team will be the heroes!