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How do I reply to a letter which, unfairly, complained about my Real Estate service?
Had not been able to sell for the price they wanted. Sent written communication - they said they wanted visual. Said they never knew the length of list but this was described clearly although they were upset the night of listing as financial woes. Said they believed the firm was not concentrating on selling a property that incidentally the firm has spent huge money on marketing - they now receive nothing for that. Please do help as I need to reply to protect myself and my company.

Posted by Raquel on 05/14/08
Total Answers: 4

Answers-

I don't know I'd reply at all. If a client isn't happy, let them go and go onto another that appreciates you.

Answer posted by screw on 2008-05-14 17:53:23

Regardless of what you say in your reply, it's important to keep a level head and remain professional. Their dissatisfaction may not be in your services but more that they're financially strapped and were looking for a way out of debt. I'd take a night to think things through before replying. Attach copies of any agreements that specify anything they've questioned so that your company is covered from liability. Simply explain to them that your firm had their best interest in mind and despite your best efforts and the current state of the economy, you weren't able to attract a buyer. Don't candy coat and again, remain professional. Best of luck to you and your company. =)

Answer posted by TireBiter on 2008-05-14 17:54:45

Simply and professionally (without overstating the case) enumerate all that you did to market the property, including any serious offers you got. Highlight the clauses of the contract that cover their points of complaint. Then close and send.

Answer posted by estielmo on 2008-05-14 17:58:28

You could provide a detailed list of all the tasks during the time of the listing, with the associated costs and time spent. (taking photos, uploading photos, flyers, print ads, Craigslist ads, sign installation, calls on showing feedback, etc.) Sometimes when a seller insists on "their price" and not the fair market value, they are the ones that complain when the home isn't selling, when they are the ones that are dictating the price, which is unrealistic. This is one of those times when it can be a saving grace to have detailed conversation logs with your clients. Unfortunately, there are some people that will never be happy with anything & would find something wrong with a free lunch. As a PS, in this current market, it just isn't worth taking any overpriced listings. By the time the seller do finally come around after piddly price reductions after months on the market, their listing is stale. Not to mention the weekly phone calls you get from them demanding to know why their home hasn't sold yet. Your time is better spent getting sell-able listings.

Answer posted by Dawni Do Right on 2008-05-16 02:00:35

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