A tale of two agents and staying in touch

This morning when I arrived at my office I had an email from a name that I didn't recognize as a past client, but it referenced an address that seemed familiar to me.  As it turned out it was a listing of mine that sold back in 2016.  The email was sent to me and to the closing attorney (who has since left a partnership with other attorneys and has his own firm, so email had changed and person who email was addressed to is no longer employeed there).

The email said "where is my deed?"  Well the fact is the deed would have been mailed to the buyer after recording in the county where the property is located and returned to the attorney. But we all know that things happen.  People can misplace documents, things can get lost in the mail and never get delivered.  

Does one actually need their "original" deed after recording for anything?  No.  You don't need your deed to be the owner, you don't need your deed to sell your property.  It's all a matter of public record in Georgia. 

Did I respond to the "not my client" person I got an email from?  Of course I did.  Not only did I send them a copy of their deed (I subscribe to the on line service in Georgia where deeds, plats and leins can be looked up), I also copied the new email address of their closing attorney (the gal that handles the "after it closes" part) and I called her to ask her to please look up and tell me the address the deed was mailed to.  She did and I replied with the date it was sent and the address it was mailed to.

Mr. he wasn't my client is now a loyal fan.  He thanked me and said "if we ever decide to sell, we will call you, if we know anyone else wanting a lake house we will tell them to make sure to call you"  I have now added him to my email data base and will send him enewsletters with lake information quarterly.   I also followed up with a link to market reports and a rough estimate of how much he's gained in the last 4 years since he purchased.

The agent who sold him the house, well, she doesn't work at the same firm anymore and her email address he had was no good.  He'd not heard one peep from her since he bought the house.  I don't make it a habit to add other agent's clients who happen to buy my listing to my data base, but perhaps I should.  I don't think any of them stay in touch.

 

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Comment balloon 31 commentsTammy Lankford, • March 11 2020 10:06PM

Comments

Tammy Lankford, - The reason why I prefer to work with experienced Agents is because of examples like you just shared.  I doubt new agents would have known what to do. As far as I can tell, you always provide exemplary services and you know exactly where to go to get the deed or any other vital records. There really is a good reason why you have been the Broker/Owner for a number of years. 

Posted by Patricia Feager, MBA, CRS, GRI,MRP, Selling Homes Changing Lives (DFW FINE PROPERTIES) 6 months ago

You never know where life is going to take you so you should always hold on to what matters to you. :)

Posted by Laura Cerrano, Certified Feng Shui Expert, Speaker & Researcher (Feng Shui Manhattan Long Island) 6 months ago

Hi Tammy Lankford, thank you for this lovely blog. One moment of compassion and understanding can have a lasting impact.

Posted by Realtyna Inc, Realtyna- MLS RETS Integration software & services (Realtyna) 6 months ago

Good morning Tammy. The person who solves the problem moves into first place. Enjoy your day!

Posted by Wayne Martin, Real Estate Broker - Retired (Wayne M Martin) 6 months ago

Wow Tammy, love this story of exceeding exectations above and beyond.  You proved it's all about the service.  Buyers and sellers will take notice.

Posted by Kris Collis, Associate Broker, Professional Results you Expect 702-574-8102 (Smart Way America Realty) 6 months ago

Good morning, Tammy... I've had similar situations occur both with my own clients and those of the cooperating agent. I always help as much as I can. Since I'm dogged in staying in touch with my client base, it always amazes me how many agents are not. 

Posted by Nina Hollander, Your Charlotte/Ballantyne/Waxhaw/Fort Mill Realtor (Coldwell Banker Realty) 6 months ago

Excellent response to Mr. He-wasn't-my-client. Just another example of your excellent service!

Posted by Kat Palmiotti, The House Kat (406-270-3667, kat@thehousekat.com, Broker, Blackstone Realty Group - brokered by eXp Realty) 6 months ago

Tammy, these "little things" we do sure make a difference in how the public feels about us.  You went above and beyond, and he won't forget.

Posted by Joan Cox, Denver Real Estate - Selling One Home at a Time (House to Home, Inc. - Denver Real Estate - 720-231-6373) 6 months ago

Good morning Tammy and nicely done. I tend to agree with you, most agents don't stay in touch with their former clients and how stupid.

Posted by Sheila Anderson, The Real Estate Whisperer Who Listens 732-715-1133 (Referral Group Incorporated) 6 months ago

Hello Tammy - when people ask if all "fill-in-the-blank-of-profession" are the same, your example of "what's normal and typical" for you is a good one to cite.  People do make the difference even though the title given to them may be the same.  

Posted by Michael Jacobs, Los Angeles Pasadena 818.516.4393 6 months ago

Not only did you know what to do, but you were also willing to do it.  I am sure it took a bit of time to accomplish this, but you did! Thank you!  You did the right thing without really thinking about it. That is what an experienced real estate professional does!!

Posted by Shirley Coomer, Realtor, Keller Williams Realty, Phoenix Az (Keller Williams Realty Sonoran Living) 6 months ago

Customer service at it's finest! PPC may get someone into your sales funnel, but without service like this, they will just sit there gathering dust.

Posted by Christine Wade - Real Estate Virtual Assistant, Proud to Serve Your Real Estate Support Needs (Christine Wade) 6 months ago

Good communication is powerful, I really don't know how the agents that don't return calls, emails, etc. stay in business.

Posted by Brian England, MBA, GRI, REALTOR® Real Estate in East Valley AZ (Arizona Focus Realty) 6 months ago

Nice job, Tammy. Providing information wins fans big time. 

Posted by Lottie Kendall, Helping make your real estate dreams a reality (Compass) 6 months ago

Hi Tammy Lankford, that was great work on your part.  She have shown that you are there when it matters.

Posted by Grant Schneider, Your Coach Helping You Create Successful Outcomes (Performance Development Strategies) 6 months ago

Just exceptional all around, Tammy Lankford, ... period.  You frame how real professionals should handle their work and treat people ...

Gene

Posted by Gene Mundt, IL/WI Mortgage Originator - FHA/VA/Conv/Jumbo/Portfolio/Refi, 708.921.6331 - 40+ yrs experience (NMLS #216987, IL Lic. 031.0006220, WI Licensed. APMC NMLS #175656) 6 months ago

Thank you for sharing this with us. One can appreciate your prompt attention to this and how helpful you are. Have a great night. 

Posted by Laura Filip, What can we do for you today? (Laura Filip Broker , Opening doors for All Seasons of Life ) 6 months ago

Hi Tammy,

Good post. Doing the right thing almost always pays off. Obviously the other agent isn't to interested in retaining her clients. A news letter with all her new info should have been the first thing she sent out to all her clients past and present.

Posted by Steve Higgins (RE/MAX Kelowna) 6 months ago

Tammy:

No surprise to me, but you did the right thing and helped as you could. Staying in touch going forward, given what this homeowner said, makes perfect sense. There are lots of orphan buyers out there who never hear from their agents!

Jeff

Posted by Jeff Dowler, CRS, The Southern California Relocation Dude (eXp Realty of California, Inc.) 6 months ago

Thanks for sharing, great information!!!

Does one actually need their "original" deed after recording for anything?  No.  You don't need your deed to be the owner, you don't need your deed to sell your property.  It's all a matter of public record

Posted by Sham Reddy CRS, CRS (H E R Realty, Dayton, OH) 6 months ago

A past NAR survey once said that 78% of Buyers said they would use their Agent again . But only 18% do ! No consistency in follow up!!!

Posted by Michael J. Perry, Lancaster, PA Relo Specialist (KW Elite ) 6 months ago

Tammy, that is the way to go!  A little time and effort gets you the loyal fans (clients).  If you help them they will love you...

 

Posted by Dana Basiliere, Making deals "Happen" (Rossi & Riina Real Estate) 6 months ago

What? Not even a peep from his buyers' agent?    Sounds like they didn't even care one bit about him.   

You, who weren't even his agent, now have not only helped him, you've won his loyalty.     Excellent job!

Posted by M.C. Dwyer, MC Dwyer-Santa Cruz Mountains Property Specialist (Century 21 Showcase REALTORs) 6 months ago

Tammy Lankford, 
So easy to be helpful and sometimes it even is a personal benefit. IMHO - you did it because of who you are - not looking for reward. All the best - Lynn

Posted by Lynn B. Friedman, Concierge Service for Our Atlanta Sellers & Buyers (Atlanta Homes ODAT Realty Call/Text 404-939-2727 Buckhead - Midtown - Westside -- and more ...) 6 months ago

Tammy- knowing you through the many years that I've read your post, I would expect nothing less from you. You are an example of the agent who does not stop serving clients, even those who are not their clients. 

Posted by Kathy Streib, Home Stager - Palm Beach County,FL -561-914-6224 (Room Service Home Staging) 6 months ago

Tammy Lankford, - may the luck of the Irish be always on your side and in your client's favor. 

Happy St. Patrick's Day and I wish you and your family much love. 

Posted by Patricia Feager, MBA, CRS, GRI,MRP, Selling Homes Changing Lives (DFW FINE PROPERTIES) 6 months ago

Love this Tammy!  It was so easy and yet so genius.  We have public record in Florida too, so I get it.  Such an easy thing to do and now you have a raving fan.

Posted by Elyse Berman, PA, Boca Raton FL (561) 716-7824 CRS, ABR, GRI,ePR (Best Connections Realty, Inc.) 6 months ago

Well done!  You've earned the trust and possible business of another agent's client.  Shame on that agent for not staying in touch.  I've always viewed officer shoppers, agents who go from office to office, as not knowing how to stay in business. If they focused on their clients as much as they did on the office they're hanging their license, they'd have more business and be able to stay put!

Posted by Jan Green, HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN (Value Added Service, 602-620-2699) 6 months ago

I'm so with everyone else, Tammy, I wouldn't have expected anything less from you.

And, like you, I wind up with other agents' clients simply because they don't follow-up with their clients. If they do, the clients don't choose to call them when we offer a service that their original agent didn't.

Posted by Debe Maxwell, CRS, The right Charlotte REALTOR! (www.iCharlotteHomes.com | The Maxwell House Group | RE/MAX Executive | (704) 491-3310) 6 months ago

Good afternoon Tammy,

You make a good point. I need to go back and check with some of my clients from 10 years or so ago.  Congrats on your Featured blog.

Posted by Larry Johnston, Broker,Friends & Neighbors Real Estate, Elkhart,IN (Broker, Friends & Neighbors Real Estate and Elkhart County Subdivisions, LLC) 6 months ago

Tammy Lankford, - I always look forward to your blog posts and comments too. You have a great head on your shoulder and strong one too!

Posted by Patricia Feager, MBA, CRS, GRI,MRP, Selling Homes Changing Lives (DFW FINE PROPERTIES) 6 months ago

Participate