Difficult sellers are a problem that you’re going to have to deal with. If you hang out in Real Estate long enough you’re going to run into them. I had a REALLY fun one this week. I had 8 phone calls, 3 emails, 2 text messages, and 3 crisis moments in 2 days. Nope… I’m not kidding. What was his/her deal? They wanted to control the process, without having a basic understanding of how it worked. The seller owned a distressed property that had it’s electrical/plumbing “borrowed”. They were listed on the MLS. No one could get financing. They couldn’t sell it. So they called me. After running my numbers and agreeing (to their asking price) I sent them a contract. Now… They didn’t have email. So I had to send it to a local office shop. Who charged $7 to print 7 sheets and scan them back. No big deal. We go above and beyond to make this easy on our clients. This is where it got fun…

The seller wasn’t comfortable with our state certified board of Realtors contract so she decide to handwrite “as-is” in 9 places. She also demanded that we use a particular local title company. One she had never used.. She wanted to personally hold the EMD. She wanted me to pay her back taxes. She wanted to close before title was cleared. And the list goes on and on and on….

Here’s how I handle it. Answer when they call as fast as you possible you can. Pick up the phone like you were hoping they would call. Ask how you can help them today. Then just sit there. Let them talk. I’ve had sellers resolve their own issues, realize they were worried about a non issue, and even apologize for calling over something silly. Then acknowledge their concern. “I get this question all the time.” “I completely understand your concerns…” You want them to feel like you’ve answered this question, dealt with this situation, and solve it regularly. 9/10 times it’s an insecurity. Distressed sellers don’t end up in that position via angelic circumstances. No. Life happens. They lose a job, someone vandalizes the home, etc. They probably haven’t sold a home for cash to an investor before. While you and I buy them ALL the time.

After they’ve said their initial piece I try to steer the conversation. I overcome the obstacle and get us back on track. So the next steps now are…. (Fill in the blank)

One of the best ways to handle difficult sellers is by laying the framework where they have all of the information they need. Tell them: How long title work takes to clear, How taxes are prorated, How they get paid (cash doesn’t mean a duffle bag of 100’s), When they’ll hear from you again, What information title will ask them for (check/wire, SSN#, Mailing Address, etc), When they need to change over utilities by, and the list goes on.

I have a FAQ sheet for “first time sellers” that I keep with me for “question heavy” clients. That way they have in writing my contact info, license #, and anything else they could possibly want to know.