Firing Clients

The other day I called an agent to get some feedback after they showed one of my listings. The agent informed me that they were not sure what the person thought about the home because they had fired their client and would no longer be working with them. The agent indicated that the client repeatedly wasn’t respectful of their time and the agent was cutting their losses, rather than continue to be disrespected.

Honestly, it is not a common practice for real estate agents to fire clients. Most agents realize that this is a high stress job and do their best to provide good service to their clients. We work with all different types of people and personalities who are partaking in a large, often stressful, financial transaction. Some clients are easier to work with than others, just like you would see in any other customer service job. Agents that do well in this business are able to adapt to work with a variety of personalities and put things in perspective for people, when needed.

But there are times when certain clients do just need to be let go and told that the business relationship is not working. I have severed relationships with less than a handful of clients during my time as a real estate agent. I don’t take firing clients lightly. In each instance I thought long and hard about it, but in the end it was the right decision.

What would lead to me firing someone? Verbal abuse, for one. I had one seller client that verbally disrespected me during nearly every conversation. I have enough self respect for myself that I won’t put up with someone talking down to me. I suggested that our relationship wasn’t working and that they would be better served by someone else. I cancelled our contract and went on my way. They did hire someone else, but their home still has not sold. I hope the new agent is receiving more respect.

The only other reason I’ve found to stop working with a client is the same reason the agent above mentioned, disrespect for my time. If you’ve asked me to schedule showings for you, please show up at least remotely on time. It’s disrespectful to the seller and to me if you don’t. I’ve had a few clients that wouldn’t show up for showings and wouldn’t call me. Or others who repeatedly showed up more than a half hour late and wouldn’t even apologize. Changing your appointment times or being late every now and then is understandable. Everyone is busy. But repeatedly being a no-show or really-late-show wastes my time that I could be spending with other clients.

I have good relationships and experiences with the vast majority of my clients. I enjoy helping people and I think that shows in the service I provide. But at times a client relationship just doesn’t work. In those situations it’s sometimes best to be professional and let them know they may have a better time working with someone else. Hopefully everyone involved will have a better experience.