It is time for everyone in the real estate business to raise the bar. This includes builders, agents, appraisers, subs, inspectors, management companies and many others. I had four experiences this last week that were embarrassing, disappointing and unacceptable. Here is a quick synopsis:
1. The Appraiser Without A Key:
I received a call on Friday night to schedule an appraisal. It is typically a standard of practice that the appraiser will let themselves into the unit, do their work for 15 minutes and be on their way. This was a different circumstance. When I spoke to the appraiser, he asked that I meet him on site. When I asked why, he told me that he does not currently have a MLS Key to access the property. When I asked him why, he simply stated that he was “too lazy, to get the new key issued last year”. The multiple listing service changed their GE key system at the end of last summer. So instead of getting his key then, he has been inconveniencing people like me for the last 8 months due to his apathy. Not cool.
2. I Hit The Wrong Button
A resale certificate review is a fundamental process in the routine of buying a home. I’m representing a condo owner who received a contract for purchase from the buyer on Saturday morning a few weeks back. On Monday I called the Management company to prepare the resale cert so that I could deliver that package to the buyer ASAP. They took two days to call me back and then preceded to tell me that they have outsourced their paperwork preparation to an online service. Make a long story short, after I went through the application online, paid the $268 dollars for 2 day mail of the package, I still didn’t have the package 4 business days later. When I called to inquire and complain, the supervisor told me that one of his employees must have “hit the wrong button”. It took 3 more business days to process. I didn’t receive it for over 9 days. This could have cost my Sellers in the long run. Especially if the buyer had moved on to a different unit.
3. No Meeting Minutes?
Another management story that simply disappoints. Condominium management firms are getting worse, not better. They were overworked in the real estate boom and now they are understaffed or simply not in business. In another situation of ordering a re-sale cert, when I received the package it was missing one of the most important sections; the meeting minutes. Minutes are important because they reveal what a complex has been focused on over the last few months. This could include, upgrades to the building, repairs or pending legal disputes. When I called to ask why the minutes were not included, they gave me an excuse in addition to asking for more money to produce them. When I obliged and paid, I received the minutes that were missing 2 out the required 12 months. I don’t think the 200 plus owners that are paying management fees would be very happy with their contracted management firm.
4. Keys……Please!?!
My final gripe and maybe the most disappointing was a key exchange that turned into a complete debacle yesterday. I represented the buyers in a purchase near Gas Works Park. Since the start of the negotiations, the listing agent showed signs of insecurity and a lack of collaboration. I always find it so disappointing when a agent doesn’t do a good job relaying their clients wishes or collaborating towards a common objective with the other party. Unfortunately, this was a perfect storm. In addition, I had scheduled a 5pm key exchange with my clients that drove all the way from Yakima to get their new keys and to celebrate the first night in their new condo. When I went to pick up the keys from the listing agent, she hadn’t left them at her office as previously discussed. Instead she had spent the day in Tacoma running personal errands. By the time I finally received the keys, I was over an hour late to meet my clients and they were both disappointed and frustrated. This then became a direct reflection on me and put a damper on a lot of hard work and focus I had put into my clients experience.
I know this might have read like me complaining and pointing the finger at others, but the reality is, I’m trying to set a call for action. As stewards in this very important business everyone needs to pick up their game. It is bad for the industry to have such pathetic performance. I hope the real estate professionals of the world get better; not worse. We all deserve better!
