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Posts Tagged ‘home selling southeast michigan’

Customer Service…. What doe is mean to you?

I have been selling real estate for a touch over 23 years and it still amazes me sometimes how little effort other “professionals” put into a transaction.

A little background without names or exact location. One of my listings is supposed to close this Friday. The sale was subject to the closing of the buyer’s current house, and that house was supposed to close today. A little after 11 o’clock last night (after I was sawing logs – sleeping) the buyer’s agent sent an email to me, the buyer, and the loan officer letting us know his house wasn’t going to close today. She forwarded an email from the buyer’s agent on that transaction which was a forward of an email from that lender. The initial email was after 7 pm.

The gist of the original email was they weren’t ready to close because they were waiting on an IRS transcript they had expected the previous week. Except the buyer filled the form out wrong and the IRS rejected it. So the loan officer filled out a new one for the buyer to sign and expected the transcript this  morning. Planning on closing next week instead of today.

This so far is about the underlying sale.

BUT the seller, who is the buyer for my listing, was pre-approved to buy without selling. So I hit reply all on the email and asked if our closing was still on for Friday. If the buyer was able to buy without the closing of his house or did he need to go back through underwriting since the conditions changed. The only answer I got was from the buyer asking his lender if that was possible. He was still willing to close on Friday and close on his house next week.

No response.

I follow up 4 or 5 hours later asking if anybody had heard back from the lender. I got an email from the buyer’s agent stating he needed money from the closing on his house to close on ours. I asked if this had been verified by his lender since he was willing to close. And I asked if she had spoken to the lender for the underlying sale (her listing) to confirm they received the IRS transcripts.

No word. The buyer called me directly. He hadn’t heard from anybody either.

Since this is Wednesday night I figure we are not closing Friday and will close after the underlying sale closes. But if nobody gets back to me by tomorrow morning I am going to do what those directly involved seem to have a problem with. I am going to actually pick up the phone and make a call. Maybe the lender on the underlying sale will be surprised enough to hear it ring he might pick it up out of curiosity. That hasn’t worked with the lender on our sale thus far; I think she may have it go directly to voicemail when my number shows up.

What amazes me about this very long story. The buyer’s agent on the underlying sale was upset because their loan officer had told the buyer they were clear to close on Mon. The agent didn’t verify himself. Neither agent actually communicated with that loan officer to verify the buyer was clear to close. The lender on that sale sent a form to the IRS without making sure it was filled out properly. The listing agent on that sale (aka buyer’s agent on my sale) didn’t pick up the phone and call the loan officer to make sure they actually received the transcript today as anticipated. Just assumed they got it. She never picked up the phone and called the loan officer on our sale to find out if we could still close Friday as scheduled. Never picked up the phone and updated her buyer/seller. The loan officer on the underlying sale notified everybody last night after 7 o’clock. Well after business hours. And via email.

What is the aversion to actually calling people involved in a six figure transaction? Short, vague emails and text messages with little detail and no verifications of any facts. Is this what passes for customer service these days?

For real service, whether buying or selling your home or vacant land, please don’t hesitate to call (or email if you prefer) Jackie Hawley at ReMax Encore. I’m old enough to know what customer service is, and still young enough to be tech savvy.

Why List With Jackie

Marketing Your Home

Jackie Hawley, Realtor
ReMax Encore
Jackie@JackieHawley.com
(248)736-6407

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Price Per Square Foot DOES Determine “Value”

If you are considering selling your house in North Oakland County or Lapeer County Michigan you can kiss those upgrades you added to your house over the years good bye! Had the house built and chose the $300 light fixtures over the $50 light fixtures? Went with a little better cupboard in the kitchen? You know- the ones that weather much better than the builders grade kitchen cabinets your neighbors went with. The ones that still look good 10 years later. And still aren’t dated.

Hope you had hardwood put in instead of liminate or carpet for your own enjoyment and didn’t consider re-sale one iota. I hope the ceramic and granite in the baths and kitchen made bathing and cooking that much more enjoyable. You know- the money you sank into those all so important rooms for both your own enjoyment, but mostly for resale. How much DID you spend on those upgrades? Probably enough for an extremely kick ass vacation.

Too bad those upgrades don’t mean diddly squat to your appraiser.

north oakland county mi real estate price per square foot counts more than condition

photo courtesy Shari Weinsheimer

north oakland county mi real estate price per square foot counts more than condition

photo courtesy Donna McNeely

 

 

 

 

 

 

 

VALUE IS IN SIZE ONLY

 Gone are the days when the consumer set value. I recently had 2 buyer offers accepted- both sets of buyers were extremely happy with the prices they were getting their respective houses for. And the appraisers for both those houses seemed to feel that size alone ruled.

House #1 was a multiple offer situation on Lake Oakland. We came to terms at $380,000 and according to the listing agent we were NOT the highest offer. Other incentives in the offer swayed the sellers our way. Then the appraisal came in $80K low. She put almost all her eggs in the above grade sq. footage of the house and didn’t take into consideration the neighborhood, school district, the upgrades, the premium lot, she used comps on “inferior” lakes…… But the one place she was consistent was in her price per square foot.

I have another sale going on currently. Buyer and seller came to an agreed upon price of $98,800. The appraisal came in at $85,000. The problem is the house is a tad under 1000 square feet. Most of the comparable sales are around 1300 square feet. I’ve been in many of these houses- and they don’t compare. Except for size. All are 2 bedroom homes with basements and garages. The house my client is buying is meticously maintained. A better quality kitchen to start with and even though the house is 25 years old, the kitchen still looks great. Hardwood floors, ceramic baths, newer carpet. The current owners seem to be the type who repair or replace at the first sign of a problem- not after the roof leaks or after the deck boards rot and break.

The only adjustments made in the appraisal were for the basics like walk-out basement verses standard basement, 1 car garage versus 2 car garage. No adjustments for location, maintenance or overall quality.

So the long and the short of it is- All those upgrades your house has that your neighbor’s house doesn’t is not going to put one extra dime in your pocket. What it will do is make your house easier to sell.

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