From Hostility To Hope
As a property agent, I’ve encountered countless clients, each with their unique stories and circumstances. But one particular case in late 2021 had a profound impact on me. It altered my perspective and emphasized the significance of patience & empathy in my work.
Irene (not her real name) contacted me via WhatsApp in late 2021, seeking assistance in selling her HDB flat.
THE HOUSE VISIT
Irene and her husband, Alan (both in their early 40s), owned an old HDB flat. The flat had simple renovation (in original condition, in agent speak) and was modestly furnished. They wanted to sell their flat as they expected to receive keys to their BTO flat within 6 to 9 months.
With the red-hot property market driven by COVID-19, Irene shared that they had set their sights on a selling price of $480k. She spoke slowly and gently. There was something unusual about her body language and the way she spoke that I couldn’t quite comprehend.
I shared my analysis, which pointed to a fair value of around $380k. This meant there was a significant gap between our estimates.
Alan, who had been quiet the whole time, suddenly came at me in a hostile and aggressive manner.
You don’t come and press my price down!!
All you agents are the same!!
Stop telling me my price is HIGH!!!!
I’m not going to sell if I don’t get my $480k!!!!
Don’t waste my time!!!!!
Alan
That was probably the most aggressive and offensive moment I’ve experienced when meeting a seller for the first time to discuss the price.
Me wasting their time? Seriously?
My mind told me I would be more productive working on something else than continuing the conversation with this hostile seller. I was on the verge of asking him to get another property agent to help him. Then I saw Irene’s solemn face.
An inner voice told me to stay.
I’m glad I did because it shed light on their heartbreaking situation.
UNCOVERING THE TRUTH
“Alan, please help me understand your situation better. How did you arrive at $480k?”
In short, this was a negative sale situation. A negative sale means the seller won’t receive any cash at the end of the sale. Simply because the sales proceeds aren’t enough to cover what is owed (to the lender or returning funds to CPF). Based on Alan’s calculation and his understanding of HDB rules, he needed at least $480k.
Irene suffered a stroke 2 years ago. I had to quit my job to care for her and our young daughter. My savings is depleting. Our mortgage payment has fallen behind. We don’t have money to cover the sale shortfall.
There’s also the upcoming reno cost for the BTO flat.
You have no idea how tough life has been for us.
I’m so tired.
Alan
As I listened to their story, the solemn face, bitterness, anger, and hostility, all made sense to me now.
The good news was that their interpretation of the negative sale situation was wrong. There was no need to cough up cash in their situation. [Dear reader, everyone’s situation is different, and the HDB rules are always changing. Please don’t assume your situation is the same as theirs. Always check with HDB.].
Once I cleared the misinterpretation, the burden visibly lifted from their shoulders. Alan’s demeanour changed, and he spoke to me with kindness.
Alan had found renewed hope.
With the right pricing and positioning of the flat, I sold the flat within 3 days. The quick sale was a huge relief for the couple. They could now focus on the next phase of their lives and have one less thing to worry about.
MY 3 KEY TAKEAWAYS
BE SLOW TO JUDGE
This experience reinforced the importance of seeking to understand before judging.
HOUSING RULES & POLICIES
Make sure you are interpreting the housing rules & policies correctly.
EMPATHY & ACTIVE LISTENING
Empathy and active listening can help build trust and rapport with clients, even in challenging situations.
GREAT SATISFACTION
This precious experience helping Alan and Irene brought me so much joy.
As a property agent, I serve both the investment and needs markets. I find the greatest fulfilment in serving the needs market.
Cases like Alan and Irene remind me that my role extends far beyond mere transactions. By bringing clarity, support, and hope to those facing difficult situations, I find a deep sense of purpose in my work.
In a world where many pursue careers driven by financial gain or prestige, I find purpose in the impact I can make on the lives of those who are often overlooked. Serving the needs market allows me to be an agent of positive change, one family at a time.
As you reflect on your own career, I invite you to consider the kind of satisfaction you seek and the impact you wish to make.
Is it merely about personal gain, or do you aspire to make a meaningful difference in the lives of others, no matter how small or unnoticed your efforts may seem?
WHAT BRINGS YOU HERE TODAY?
Are you wondering what to do in today’s market?
Perhaps you already have a clear mind of what you want to do?
In my blog, I often share stories of the challenges, triumphs, and lessons learned in my work as a real estate agent in Singapore.
Regardless of your situation, you can use me as a sounding board. I’ll provide perspective and clarity from my experience.
