Feedback on a showing appointment is important to everyone. This is one of the promises I make to my sellers when I list a home – I will do all that I can to get feedback and pass in on to you. I have seen posts from other Realtors who feel the same, puzzling on why agents don’t provide it – it’s a courtesy that goes with the territory. I am meticulous about giving feedback – knowing how important it is and thinking that I may achieve good “feedback karma” – what goes around comes around!
However, I found another excellent reason to give detailed feedback that surprised me and might encourage agents to not only provide the courtesy of feedback but it might just benefit your buyer. My buyer saw two homes she liked. One was a ranch with a door wall from the kitchen to a good-sized deck and a two-car garage. The other was a bungalow with a one-car garage and a small deck that was accessible through a door in one of the back bedrooms. There was a $20,000 difference is asking price. I filled out the request for feedback, complimenting the home and the features she liked but said my buyer was considering another home, as price was ultimately her deciding factor.
I made an appointment for a second showing on the one we were going to write an offer (lesser priced) when I received a call from the agent from the other home (higher priced). She thanked me for my excellent feedback and said her seller was very motivated. I told her this was a $20,000 difference in price and was very skeptical as there had not been many price reductions. She assured me that it might be worth my while to pursue this home. Long story short, we have an accepted offer on what was the higher priced home. If the agent had not called me as a result of my feedback, we would not have given it another look because price was her biggest motivator.
Royal Oak Michigan Realtor selling Oakland County Real Estate. TishHouse sells Houses – selling Real Estate Southeastern Michigan with RE/MAX Showcase Homes in Birmingham, Michigan. Helping People in a challenging market by specializing in Short Sales. See what my clients have to say about my extraordinary customer service. Follow me on Twitter.
Hello Cathy, I agree with you regarding the importance of delivery of immediate feedback to our clients. We have taken it a step further and have realized a great benefit of establishing showing receipts for every showing. What we share with the homeowner is the date and time of the showing, the agent and company that showed the home and feedback from both the agent and the prospect. Our receipts are carbonless copied and we deliver the receipts on weekly or bi-weekly schedules. What we found to be an eye opener was that this practice had aided us in the retention of our listings. When clients homes came up for expiration they were less likely to seek out other opinions because most of the feedback that came from other agents was usually negative in nature. Sometimes properties would be shown 30 times and if 20 of those were with other offices, clients would weigh that feedback and just keep their listing with us. So feedback is extremely important for our retention. Thanks
My sellers love feedback. So........................ I give it when I show homes.
Reciprocity is important in how we deal with others co-workers .
Good job on getting it sold.
A great reason to ask for and provide feedback. Congratulations on your contract!!!
Lately, it's been so hard to get agent feedback - I find the e-mail versions easy to use and efficient but still can't get showing agents to routinely use them! It is so important.
I try to give feedback to the listing agent after every showing. I know it can be frustrating as a listing agent when we don't get it for our clients.
Looks like you need to reprt the spam to AR
I always give feedback - just for the basic fact of helping other agents- we have all ahd the seller's that didn't believe- feedback helps them adjust price, remove wallpaper, not leave a pile of dirty dishes in the sink, etc...
Cathy, good post. I never understand why other agents will not call back with feedback. Communication from everyone who has seen a place is so important to the sellers. It often provides back up to what a listing agent has told their client but the seller was not able/or willing to hear. Great job! ---Gloria
There are a lot of agents who don't believe it's in their buyers best interests to give any feedback to listing agents. Of course, as a listing agent, I don't agree :)
I prefer agents emailing me for the feedback rather than tracking me on my cell phone where I may not remember everything about the home. I do like to give honest feedback and always appreciate if showing agent can provide it to my seller.
A 20k difference here in Manhattan wouldn't stop anybody from making an offer regardless of the price difference. Its interesting how the smallest things can make the hugest differences. Good thing that listing agent was aggressive communicating their owners motivation.
Thanks for the reminder, I need to get faster getting feedback for my clients.
Good for you for giving honest feedback. Too many agents don't, and they could be doing their buyers a disservice, as you showed us! I always want the good, bad and ugly on my listings...it only helps us determine what the market is really thinking. :)
Hi Cathy -- Feedback can be a double-edged sword, sometimes it can be very beneficial, sometimes it can backfire, on both parties, depending on how it's handled by both the LA and seller.
I agree that feedback is critical, and I always try and give honest feedback. Surprisingly, outside of the automated requests, I haven't had an agent call me requesting feedback in months.
Your post convinces me that Im right not to give feedback, except in a purchase offer (or until after my client has settled on another home)
In the situation you describe, I would have encouraged my client to make the offer on the property they wanted. I wouldnt want them to pass on the home because of the $20000 price difference. I would have done what you did (ie indicated that the home was priced $20000 more than my client could spend) but instead of the informal and accidential negotiation you did (calling it feedback) I would have done it with a purchase and sale agreement; perhaps with a cover letter indicating that this is my clients "highest and best" offer..
I think you went to your second choice too quickly and nearly missed out on the house your client really wanted. I bet you could have gotten their first choice for even less, if you hadnt let the seller know what you were willing to pay before negotiations actually started. I think you got lucky
When agents ask me for feedback, I am happy to give it, unless my buyer is interested in the house - then I am careful not to give out info about their motivation or anything that would compromise their negotiations should they decide to make an offer.
Unfortunately, many agents call a week after the showing - frankly, I don't always remember.
I don't provide feedback. I don't negotiate outside of contracts either. What my clients and I discuss about the property while we are touring is not anything I am authorized by my clients to share with the sellers.
Cathy, good post. I agree that feedback is good for all involved. If we don't know what buyer and sellers are thinking/saying then how do we get our job done? Sharing this with other Realtors is priceless.
I think giving feedback and asking for feedback might hinder your negotiations. It's best to ask and give feedback when it is obvious that no interests will exists between both parties.
I ALWAYS give feeback. I can soften it in words if I think necessary and hit them on price if appropriate given conditions, but my feedback is always fair. I don't understand Carla, above, since feedback would enhance her listings (it is reciprocal and we need to watch our reputations) in the eyes of her sellers, giving valuable insight into what buyers are thinking. I recently had feedback on a listing that there was stryuccaong cooking odor present - that just really "peeved" me - the sellers got out on an hour notice with a newborn and perhaps would have had a different dinner without cabbage (or whatever) had they had more notice. Feedback is critical, and so is common sense. Request a second showing if the property seems right, and allow more notice. Cooking odors tend to linger in the Michigan closed units in January. Opening a door or venting the kitchen is all that is needed. Again, common sense, please, agents.
Cathy this just confirms my post from last week that feedback is a worthwhile activity. You just never know what can happen.
It keeps my sellers in the loop! They want any kinda of news!
Excellent- a win/win and you make a great point about why feedback can be so important. It is designed to opens the lines of communication and dialog and I am happy this story had a happy ending.
Congratulations on the sale. Third source feedback is always great to motivate your sellers too.
Yes I wish all agents in my area were leaving feedbacks as supposed to with the service we use. Those genuine feedbacks are very useful to revert to sellers.
Cathy:
In my area, most of the feedback is given on-line in a system called MA Pass. Out of consideration for the listing broker, I will respond to this email and give some of my own suggestions if the house is not showing properly. But I keep my buyer's comments and opinions confidential since it could affect any possible negotiations.
I guess my question would be if she had not called why would you not have written the offer? It seems like nothing ventured nothing gained?
Cathy. As a Listing Broker I use www.HomeFeedback.com We get about a 60% response rate.
Cathy,
Seems like feedback is one of the neverending real estate stories. I do provide feedback but I'm less candid now since some agents in my area are sharing the feedback unedited.
Rich
It seems to me that if price is the only factor between a buyer and their preferred house that as the buyer agent you would of course call the listing agent to explore how open the sellers are to a lower price offer. This is not what I consider "feedback" per se on the house. I would want my buyer agent to always find out the answer to an issue which would make buying a house feasible or not.
Hi Cathy,
Our MLS uses the Centralized Showing Service (CSS). It automatically sends out feedback requests for each property you registered an appointment to see. It can also be set up for your Sellers to see all of the feedback from the showings of their property. I have found it helpful in cases where the Seller is being unrealistic about the price or condition of the home.
Excellent post Cathy. Feedback is essential in this business. The more details you provide the seller, the better. Glad to hear your detailed feedback resulted in a contract!
Thank you for the post. I represent buyers and sellers on about an equal ratio and I love providing feedback for agents who are interested in receiving it, often times it does lead you to discover new things about a property and I always wonder why showing agents are so hard to pin down for feedback on my listings. This is a co-op business and it would serve us all to be a little more "co-op"erative!
Not giving feedback is a odd habit of some Realtors. Now sometimes you may forget to give feedback on the 6th house of your 10 house tour, but overall it should be given. Especially when the selling agent asks for it!
Good agents get work done! You cared about your business, were professional and got rewarded for it with a happy client under agreement. Great job!
I believe in feedback and it must be honest even if its bad. Problems can't be fixed if we don't know about them.
Very good example of how good feedback can lead to a deal.
I wish that more agent realized that "feedback" is an important aspect to our profession that aren't able to attain as readily. However, it leaves a listing agent with a "egg' on his face if he/she can't provide feedback from what the "buyers" think.
Agents should provide feedback, no matter how bad the truth may seem.
I never expected so many responses or such a great diverse perspective on feedback. Thank all of you for responding with your thoughts and ideas. BTW - have removed the SPAM of course - I get this about 1-2 times a week here on AR and always report it - usually on my much older posts. I will respond to a few comments that summarize most of the comments here.
Ronald: Showing receipts sounds like a good practice - and can see where it would address retention if used correctly - and confirms my point about the usefulness of feedback.
Shanna Hall & Doug Durren: As a listing agent, this is why I seek feedback (and my sellers call me or e-mail me for it) after each showing - they want to know what another agent (and the buyer) thought of the condition and price. In our market, sellers are motivated and most will make adjustments if the feedback makes sense - or it confirms something I have told them as a validation.
Rita Desai: I too prefer e-mail - I have been called for feedback when I am still out with a client. For this reason I start with e-mail and always don't expect until the next day.
Morgan Evans: The price range of the homes we are looking at were $110K - $150K. In this price range, $20K makes a big difference. These two homes were in different cities but very near each other. Both were priced well, i.e. not over priced. In our market, it is generally thought that we don't pay asking and a $10K offer less that asking is not unrealistic. In this situation, it was surprising after I did my research - hence the post. I have another deal on a much higher priced home where we offered about $250K less than asking - everything is relative to many other conditions.
Ron Parrish & Bill Gassett: As said above, everything is relative to something else. In this case, I think the seller would have been insulted with the offer we gave if it were another scenario. Here the agent was on board from the beginning & knew her sellers and presented it accordingly. I did give a cover saying this was our "highest and best" and stuck to our offer when there was one negotiation. My client was completely willing to take the other home - which was very nice as well - she never felt she was settling for a lessor home.
Virginia Hepp & Satar: When I am giving feedback on a showing with a buyer who is interested - I am very careful what I say - particularly with the question about price - whether I consider it too high, market value etc. I give honest feedback but not too complimentary if I think my buyer is even half way considering it.
Susan Walters: Feedback enhances my relationship with my listings and my sellers. Most are very anxious to sell their home and want to know how a showing went. Like you, I ALWAYS provide it and I can't imagine agents not wanting to be reciprocal. I showed a very good buyer looking in the $400-$700K range an interesting home with a unique architectual design. They had put some sort of scent around (maybe in the outlets or something) and we coughed the whole way through - it was annoying and we felt unhealthy. It completely turned us off to the home. I gave this feedback to the agent - I thought they would definitely want to know.
That is a great reason for providing feedback. You never know how it may benefit your buyer.
Congratulations to you.
Good post toady. Yes I agree feedback is important and should be routine.
Patricia
All so very true, feedback is not just helping the other agent and hoping they will help us with our listings in return, but also it can be very valuable to our negotiations and working for our client!
That is a great example and something we should all think about (and do). Because you were honest, the other agent had something to work with. Most of the time, we just hear "it doesn't suit their needs."
Feedback is essential. Great post!
Enjoyed this read. While some just don't have the bedside manner to leave feedback, others may feel it is not their fiduciary duty to their Buyer to provide any.I tell my seller after three failed attemps at receiving feedback- 2 automatic from the showing service, and a call from me, that "No feedback is feedback in itself. If the other agent isn't calling to ask if I have anything working on it, or for a Seller's Disclosure this just wasn't their Buyer's choice"
I definately t hink that feedback is useful - even if it is just the buyer's agent's feedback. I find feedback from the agent point of view to be useful to tell my sellers too.
Hi Cathy, Im a little late here, but first congrats on the sale! Many people do not care to give feedback and to be honest there are times that I do not because some buyers dont say too much, they just dont like it. But I can definitely see the value as your post explains and I think it's something we all need to remember.
Karen: There are many times that the buyer doesn't really say anything - but I always try to observe a few things on my own to comment - when I request feedback, I always ask the buyer's agent for their opinion as well as the buyer. Thanks for the congrats - miuch appreciated.
I think possible buyer feed back is absolutely necessary and helpful to the listing agent. When you go back to the owner you can go with more information and information will help to sell the property, whether its price, staging, updates. Its less painful to inform the seller if it comes from others besides yourself.
I always give honest feedback. Every once in a while, an agent may take exception to it but since I want honest feedback, I will always give it.
Cathy,
Glad to read your post. My office uses a system called Eshowings, most of the feedback is given by email with a simple fill in the form. General feedback can be very helpful to guide seller's in a direction they may need to take, in order to get the home sold. Agent to agent respect I would label it, all the while keeping my buyer's underlying comments and opinions confidential since negotiations may be a consideration.
Thanks,
Bob
Cathy
Proof positive that courtesy and feedback can be profitable for all.
Ty
Hi Cathy!
This is great information and i believe in good feedback too!
Cathy, Thanks for sharing. Getting feedback is sometimes difficult maybe $$$ will motivate a few agents to give in hopes of receiving.
Great story you shared!! I guess we should never read a book by its cover or I should say a MLS Sale Fyler... Thanks for giving us all a little reminder to give the listing agent a showing report:) Karol
Realty Five of Defiance
"We choose to give"
I too believe in providing feedback on all showings. In addition to this, I always make it my goal to have this feedback to the selling agent within 24 hrs of the showing.
Feedback is essential. I wish more give it and know what to do with it when they receive it. I understand from AR many don't like (fiduciary) to do it but tell me anything/something.
Cathy, excellent post. I wish I received more honest feedback from agents. Right now only about 2/3 of the showings provide feedback. I think it is essential part of the process and your experience is exactly the reason why feedback is crucial.
Your story is a good lesson for me. Continue to communicate and give feedback, that is a key to success.
We are all in this toherther aren't we? If buyers are honest and sellers continue to weclome constructive feeback it should be a win-win.