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I'm happy to fix your mistake... if you actually have proof that it's a mistake!

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  • #1

    I'm happy to fix your mistake... if you actually have proof that it's a mistake!

    Women calls in... she entered a house for sale in our system but says that she entered the price incorrectly... she needs to lower the price by $10,000. Not a problem... I told her that she can send us over the Exclusive Right to Sell contact that shows the correct price, and we'd be happy to fix the price in the system to match what's on the contract, and that way it wouldn't show as a Price Change and would still be in the system as a New listing.

    She's not happy with that, says that she doesn't want to wait... she wants to keep the same MLS number, so she can't withdraw the listing and re-enter it at the same price, and she doesn't want to change the price on her end and have it show as a price change.

    I told her that her other option is that she can change the price herself (since she was concerned about it showing the wrong price for too long) and then she could still fax us over the ERTS contract and we would change the status of the listing back to NEW and remove the incorrect price and the price change from the history... more work for us, but I'd still be happy to do it so her listing still shows as NEW.

    She doesn't like this answer either. Wants me to make a price change over the phone... no, I need paperwork in hand to make a change to any property in our system... that whole "legality" issue since, unless I have the paperwork filed, someone could always say that they never authorized a price change.

    She wants to speak with my manager, who's not at her desk, because apparently I'm useless and wasting her time. *sigh* So I send the manager an email... and then find out that she's training our newest employee so probably won't get a chance to contact this women back for a few hours... at which time it would have been faster for her just to send in the contract and have us fix it.

    My opinion is that she either doesn't have a contract (which is a legal issue on her end... if she's listing a house without a signed contract with the seller) or else the contract doesn't show the price she wants us to list it as. Either way, not my problem... I did my job and I'm not going to let her push me into doing anything that could get me (or my company) into potential legal trouble. Give me the paperwork or get out!
    "Good morning, and in case I don't see ya, good afternoon, good evening, and good night!" - The Truman Show
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  • #2
    Yeah, sounds pretty shady to me. Good for you to make sure you're covered on your end.

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    • #3
      What is it with these people today?

      Another caller who doesn't understand that we can't magically waive a wand and fix their mistakes.

      Agent has a listing in the system. It expired on the 18th. Once a listing expires, we can't make any changes to it. Her office re-enters it into the system as a new listing on the 19th (which is the only thing that could be done) but now the agent wants us to magically change the old listing from expired to back on the market, and remove the new listing.

      We don't delete history.

      I explained that ONLY under very rare circumstances will we change an expired listing, and that's ONLY if the property has sold because we want the sold data in our system for comps, and that's ONLY if there isn't an on-market listing. She replies back that her property sold, but no, it really didn't. There's an offer pending on it, but the property hasn't actually sold yet. I explain to her that if the property had been correctly marked as pending, it wouldn't have expired... but it wasn't. The listing expired, it's in as new, and that's that way it will need to stay. Even if it had sold, we would update the newest listing. We wouldn't change the expired one.

      She wants us to completely delete records from our system and change the history, because she didn't do her job. Sorry.

      She got transferred to my manager as well.

      Today is a bullshit-free zone. My manager can do whatever she wants, because she has that ability, but I'm standing by my decision to actually obey the rules.
      Last edited by Wenchie; 09-20-2010, 01:28 PM.
      "Good morning, and in case I don't see ya, good afternoon, good evening, and good night!" - The Truman Show

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      • #4
        Guy calls in, says "Can I speak with a supervisor?"

        I want to ask, "I don't know, can you?"

        But I don't. I'm behaving.

        No idea what the guy wants. He wouldn't tell me his name. Not my problem... Transferred!
        "Good morning, and in case I don't see ya, good afternoon, good evening, and good night!" - The Truman Show

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        • #5
          LOL!

          Im sorry for the SCs today....but they make for good stories.

          Comment

          • #6
            Quoth Amina516 View Post
            LOL!

            Im sorry for the SCs today....but they make for good stories.
            They make me want to tear my hair out today.... and it's a 12 hour day for me!

            The upside is that I'm working from home today. Watching Project Runway between calls and waiting for my pizza to be delivered. I hope the phones are slow because I'm low on tolerance for people who think I can reorder reality to appease them.
            "Good morning, and in case I don't see ya, good afternoon, good evening, and good night!" - The Truman Show

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            • #7
              Sounds like a right fun time. Obviously, you have magic and/or timey-wimey-wibbley-wobbley powers that you weren't aware of before.

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              • #8
                Ah, yes, the old "I screwed up and I want you break your rules and violate the laws of reality for Special Little Me!"

                As I say on a daily basis at work: Well, that ain't happenin' "
                When you start at zero, everything's progress.

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                • #9
                  I would have responded, "Mam, if you're really who you say you are, you know the proper procedure for solving issues like this. I gave you the two correct options, neither of which you've chosen; so that tells me you're either too incompetent to do this or you're a scammer. I'll put you on hold for a minute so that you may speak to my supervisor, but be aware that we will be contacting your supervisor as well to report how you are representing your company."

                  Comment

                  • #10
                    Quoth emax4 View Post
                    I would have responded, "Mam, if you're really who you say you are, you know the proper procedure for solving issues like this. I gave you the two correct options, neither of which you've chosen; so that tells me you're either too incompetent to do this or you're a scammer. I'll put you on hold for a minute so that you may speak to my supervisor, but be aware that we will be contacting your supervisor as well to report how you are representing your company."
                    Unfortunately, the brokers don't care what their agents are doing as long as the work gets done... or at least that's my experience. But we still need to receive everything in writing to cover our asses legally.

                    My manager ended up caving in both cases.... kind of. She's making both of the agents send in written explanations of how they messed up and what they need us to do, signed, so that if it ever comes back we have proof that we didn't make any changes without permission. I still think she should make the agent with the price change send in the contract, since that's our policy, but she's the manager so I guess she can bypass that if she wants. I'm not gonna.
                    "Good morning, and in case I don't see ya, good afternoon, good evening, and good night!" - The Truman Show

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                    • #11
                      Quoth bardicwench View Post
                      My opinion is that she either doesn't have a contract (which is a legal issue on her end... if she's listing a house without a signed contract with the seller) or else the contract doesn't show the price she wants us to list it as. Either way, not my problem... I did my job and I'm not going to let her push me into doing anything that could get me (or my company) into potential legal trouble. Give me the paperwork or get out!
                      Yep, you don't want to get into legal trouble. Sorting out that would be a huge mess, and could possibly get you into trouble. That's why I always make sure to cover my ass. No paperwork, no changes, get lost. I'm an accountant by trade and work for a brokerage. Unless someone hands me the proper paperwork and/or documentation...it's not going to happen. Everything I do has to be carefully monitored. I'm not about to risk my job or financial well-being because some asshole wants to break the rules
                      Aerodynamics are for people who can't build engines. --Enzo Ferrari

                      Comment

                      • #12
                        Yep, exactly..let it fall on the supervisor. Stick to policy, and CYA. Bravo
                        Engaged to the amazing Marmalady. She is my Silver Dragon, shining as bright as the sun. I her Black Dragon (though good honestly), dark as night..fierce and strong.

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                        • #13
                          Yeah, except that now my Manager wants to have a meeting with me in the morning. Well, department meeting will be in 7 hours, so meeting with Manager will be in 8. No idea what she wants to talk about, so I'm nervous. I have anxiety issues anyway, and having to wait 18 hours to find out what she wants to talk about is making me twitch.
                          "Good morning, and in case I don't see ya, good afternoon, good evening, and good night!" - The Truman Show

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                          • #14
                            Hey, you covered your behind. Remind them, if needed, about policy. If they want to change policy, fine, but until they do..you should be fine.
                            Engaged to the amazing Marmalady. She is my Silver Dragon, shining as bright as the sun. I her Black Dragon (though good honestly), dark as night..fierce and strong.

                            Comment

                            • #15
                              Quoth bardicwench View Post
                              Guy calls in, says "Can I speak with a supervisor?"

                              I want to ask, "I don't know, can you?"

                              But I don't. I'm behaving.

                              No idea what the guy wants. He wouldn't tell me his name. Not my problem... Transferred!
                              Actually, by asking for your sup straight away, I'd argue he is saving you time and grief. Perhaps he knows that you don't have the authority to meet his request, so he's going straight to the sup, who does have the authority. I do this all the time when I have to call tech support, since I fix computers for a living.

                              Now, why he refused to give his name is another matter entirely...that's just him being weird. Weird in a bad way (unlike me, who's weird in a good way ).

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