Sometimes When You Lose, You Win !
Several months ago I went on a listing appointment in the Graduate Hospital / Rittenhouse Square area. I thought for sure that I was going to be doing business with this seller, but she informed me that she decided to go with another Realtor. It was a little disappointing in that my presentation was crisp, the communication was great and the rapport between us was excellent. But when someone meets with 4 or 5 Realtors, your chances are obviously 20 to 25 percent. In this case, she went with the last Realtor she met with so maybe she was just worn down from meeting with so many folks.
In our business, this happens. You cannot let it get it to you for more than an hour or so. You just have to keep moving forward and do your best. In this case, she met with the top agents with the top offices in Philadelphia. Not that is any consolation, but sometimes I feel better that a seller chose to go with a top agent versus a newbie who probably overpromised and underdelivered. Although I do know some of our seasoned competition will also way overstate the listing price on their listing presentations and get longer term listing timeframes only to do price reductions in the coming weeks and months.
So not to get off track, I wished this seller well and told her that her condo would sell relatively quickly as it showed very well and was in a sweet-spot price point. I told her to feel free to contact me anytime in case something were to go wrong. And something did. In about 3 to 4 weeks after it was listed, she contacted me about being extremely unhappy with the Realtor she choose and stating that she should have listed with The Somers Team from the very beginning. Her current Realtor promised her that if she was unhappy that she could withdraw the listing anytime. They honored that request and we came in and listed the property, got it under a contract a few weeks later and it settled about a month after that. She was extremely happy !!!
She told me the reasons why she was unhappy with the prior Realtor which there is no need to go into detail here with that. Bottom line is that client communication and paying attention to every detail really matters.
The moral of this story is that putting your best foot forward is what really matters. Sometimes when you lose, you win as the client will come back to you. Or that does not happen and a property will sell with someone else. But if you did your absolute best in your meeting, you were prepared, your pricing was spot-on, your marketing plan was flawless and so forth, that is what really matters. Folks will remember that.
Be proud with what you do !! Be passionate with how you do it !! You will not get every person that meets with you to do business with you. But chances are you will get most of them. And often times, you may not do business with them the first time around, but such as this case, the second time. And when their property closes with you, they are your client for life, as long as you treat them that way !
Please share your thoughts and experiences in a comment below.
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You can't win 'em all, Steph! Maintaining a positive attitude and putting your best foot forward is the way to go!
Great point- Everyone you meet, whether they sign up or not, is a potential future client- so you never want to alienate anyone, if you can help it! Nice post, thanks for sharing!
William - So so true ! Attitude is everything !
David - Most definitely. Everyone you come across is not just a potential client now, but a potential client in the future. And even a potential referral source.
Michael - Good teacher you had !
Maybe some of the top producers are great salespeople who can get the listing, but they're so busy that they don't follow up and communicate. They may be leaving those details to assistants who aren't doing the job. Congratulations on getting the re-listing
Glad you had a "happily ever after" ending. It all boils down to great customer service - always.
Honesty and professionalism. Take the high road and sleep well at night and get your rewards in the morning. Good story Stephanie. Thanks for sharing.
Val - Thank you. You are right in that is what we hear about some of our competition. Where the main person shows up at the listing and then they do not hear from that person again until settlement. In between, it is assistants and support staff that does the communication.
Levette - "It all boils down to great customer service". So so so true !
Good morning,
Great story! A Realtor can overpromise and underdeliver creating an unhappy client every time!!
Dorie - Absolutely ! You got that right ! Our goal is to exceed expectations and to underpromise and overdeliver !
Great Story Christopher and Stephanie, to be graceful and professional, even when you "lose" is the real mark of a champion... and the game is over until the homeowner has sold ;-)
Great story...and you took the high road when you had not got the lisitng...that fact made her remember yhou!! So important to not burn our bridges..I agree with the others...more and more I am finding people want the listing agent...not thier team....i try to up front let them know they will mostly talk to me...but on occassion they may be working with my transaction coordinator....that has helped more than all of a sudden an assistant or another person on the team contacts them!!!
Great Job!!!
Chris the #1 complaint consumers have against Realtors is a lack of communication. Every seller wants to know what is going on even when there isn't anything!
Chris - Right on ! We try to be champions every day !
Deborah - Great point. I think sellers are picking up on that more in that they expect the Realtor they sign up with to be their main contact person and "go to guy" or "go to woman" , not just assistants along the way.
Bill - Communication is critical and vital. So true !
Never burn your bridges with the consumer. Never.
True professionals establish and agree on expectations with their clients up-front. That way neither party is disappointed.
I'm a high-volume listing broker and do not contact my sellers unless there's a need to do so. Systems are in-place to schedule showings and route feedback. I always return email and answer my phone if they have a concern or need something, but I don't reach out on any set schedule.
Most of my listings close and I have lots of happy clients. I'm low-touch yet 80 percent of my business is by referral. It's all about establishing expectations and then over-delivering on them.
Tom
Chris - I'm not sure about the outcome of my listing appointment yesterday. But you can read it in my Sunday God First post. Whatever will be, will be after I know I've done my best. It's not up to me now.
The good thing is that she gave you the opportunity. It's another chance to show up and you apparently did!
Chris - Putting on your best presentation, and behaving in a professional manner when you were not initially chosen for the job made a lasting impression on this seller. Well said, "sometimes when you lose, you win!" Congratulations on a job well done.
Happy Sunday from Las Vegas. Wonderful story! Thanks for sharing. We all have to remember that everyone goes through similar situations and we are not all by ourselves.
Chris, The silver lining to what appeared to be a loss. Unlike other "sports" ... in the sport of real estate ... the game isn't over until the property sells. Great Job ... Congratulations!
Attitude and a professional behavior is so important and you evidently practice both very well. And most importantly it pays off! Great job. Instead of the perverbial win/lose situation you were in the lose/win situation.
Sue of Robin and Sue
Any listing that I do not get, i always thank the customer and let them know that if they are not happy to give me a call. sometimes it is best to be second on a home instead of first.
Christopher and Stephanie Somers -great post. I'm a newbe, but I've been in sales for over 35 years. It still takes reminders to stick to your presentation & professionalism. You never get all the orders or listing, but sometimes CARMA smiles AND GOOD THINGS HAPPEN.
Hello: I have a saying, and it goes something like this: "Put your best foot forward, instead of your mouth." Now, do I follow this advice all the time? Um, no. =)
Always treat everyone with the respect they deserve.... what goes around comes around.
Wow ! Just saw a stream of comments on our email ! Thanks for sharing everyone. I think we all can relate to this story and is a great reminder of what is important... work hard, communicate well, and do your best, and good things will always happen. Positive actions yield positive results !
Just because you may not get a listing in a competitive situation does not mean you should obsess about why you did not get it. But assess, evaluate, keep your head up and move forward. Chances are you will obtain more than you lose. And in this case, even when you lose, you can still win !
I think one of your best point was to feel bad for an hour or so and then move on. I admit I have a hard time with this but I am getting better. If we are working then other business will come along. The icing on the cake was that they came back to you AND you sold it. Congrats. I would however be interested to know what the complaints were against the other realtor.
Great story and glad to hear of the happy ending! I had a similar experience in which I declined to be a dual agent for some buyers on a listing I had. It about broke my heart to turn this beautiful family down as they're the type of clients we all dream about! A couple months later, they called to ask if I would be their Realtor and represent their best interest in getting their home sold so they could buy a bigger one! So you're absolutely right...be true to yourself and your passions and it will reward you down the line!
I am not a discount agent. I lose some listing appointments to the bargain Realtors. I am totally fine with that!
sometimes it's the 2nd or 3rd realtor that does the trick!
Way to stay in communication with the client and not being a jerk from the beginning.
BTW, I LOVE your headshot with the Philly Metro in the background. Very fresh.
So don't suit me if I copy the idea......
Stephanie, you are SO right! Sometimes losing IS winning. This one came back to you because you were the right fit. Other times sellers and you just aren't the right fit, so it saves you the headache in the beginning. I am very happy for you that this worked out. Sounds like you ARE the right fit! Congrats!
That is a great story ... I have a few listings that I have lost that I have my fingers crossed, that they will return! pippa
Go Somers Team! This is a great story about professionalism and how it pays off. Thanks for sharing.
Hi Stephanie and Chris~ Things have a way of working themselves out in the long run. As long as we always do our very best is what is important. You can't win them all! But, it looks like it all worked out for you after all! Hope you sell it quickly!
I lay in bed last night kicking myself about how a call to a fsbo seller went. I called back tonight to set up a face to face and see if we can come to an agreement on something that will work for both of us. Thanks for the encouragment.
Great story and what a happy ending for you! The headline is so true. Always stay grateful and professional, even when you lose.
I love stories like these! Great job and best wishes on a quick sale!
Great story and reminder to NEVER BURN A BRIDGE. Good for you.
That is so true! What's funny is that your client was able to appreciate you so much more coming off a bad experience with the previous REALTOR. Had you been given the listing to begin with, your clients wouldn't have had that to compare you with and may not have appreciated you as much. Great story! And good job!
Great lesson to be learned here! I never mind "losing" listings to agents that over promise on a listing price. You can't possibly win when the property is overpriced and not selling. I simply remain positive, thank them for the opportunity to work with them, wish them luck and always suggest I am here should they want to open dialog again.....and similar to your experience... I have gotten those calls from sellers. They get frustrated when their homes don't sell and, as ultimatley has to happen, the "winning" agent has to ask them for a significant price reduction. The seller then feels cheated and goes and lists with someone else....me...or maybe you if you were honest and forthright at the beginning. Who is the "winner" then? Sometimes when you lose you win!
Stephanie, I have had that happen a few times. Like you said leave on good terms and you may just get that call a few weeks later.
I lost out on one in Feb. saw it was with an agent with NO web presense, the home was over priced. hummm then I don't feel so bad.
Sometimes it's difficult to NOT take rejection personally, but it's easier when you have consistent business and one missed opportunity will not put you over the edge into bankruptcy. I "lost" a prospective buyer to another agent this weekend and instead spent the day with my daughter. Boy, did they have some great sales at Macy's thru Saturday that I would have missed if I'd been with that client.
Fabulous story and very true. I always try to take the high road, win or lose. Apart from the client communication, since it sounds like they priced it well and you thought it would sell, why do you think you sold it and the other agent didn't? Or do you think this buyer that came along would have bought it even with the other listing agent, customer service aside.
Good Job Somers team! What a great story. Glad it worked all for you all, its a real testament to your team.
thanks for sharing
tom
Nicely done. It's always awesome when buyers and sellers realize how much they need your help
Great post, great story, great outcome! You are doing some things rights!! Congrats on feature!
This is great advice about the frame of mind we should always have. We have to be grateful for the times when we do win. :-)
Thanks for sharing that encouraging example that you can never go wrong by being courteous, respectful, and leaving the door open for future business.
In February, I took my partner over to preview a potential listing, the sellers were not home - and tripped on the front sidewalk and badly injured my ankle and broke my foot. The next 2 days I was down - laying on the couch heavily sedated. After I came out of my miserable drugged fog, I called them to say that my partner agreed with the price we had discussed and we were ready to sign them up and start the marketing.
During my 2 day lack of communication period, they had listed with someone else. :)
I had already scheduled a showing, confident that I would have it listed. I lost the listing because I did not call them right away. They listed with an out of area agent, who was not even in our MLS - I didn't have the listing info from her out of area MLS and didn't show it to those buyers.
The buyers bought something else that day. :)
And their listing is still unsold. They will probably call me after their listing expires and we can get back on the "right foot."
This is a great post and a great reminder to be professional, stay positive!!!
We always try to keep the doors open for any listing we didn't get, but it's rare for us to have someone admit that they made a mistake with their first agent selection and give us a call later. But having lived in both places, Philly is entirely different mentality than Cincy. Cincy is less prone to confrontation.
A good example for all of us. . listings are not that hard, keeping them happy is another story.
I always wish a prospective client well and leave the door open for them to contact me in the future, and it happens! I have received referrals from people that didn't list with me initially, but then refer me to a friend. That works for me!
Great post and congratulations on your demonstration of what a professional Realtor can do!
Christopher and Stephanie, you handled the situation very well. Being professional in your approach got you the listing in the end and a successful sale. Thanks.
Christopher and Stephanie,
A great reminder why we always need to be "good sports" when we don't get a listing!
I lost one to an agent who proposed listing 30% higher than I did. Seller called 2 months later to say there had been NO showings. I suggested she discuss price with her agent but she is mad that the agent doesn't return her calls. So she is waiting for the 1-year listing to expire, which doesn't do her a bit of good!
ALL you can do is your best job, each and every time. It's deflating in the moment, but you do have to dust yourself off, reflect on whether there was anything you could do differently in the future, and move on. Concentrating on what's ahead kept you positive, and what a nice payoff.
I think you handled this with the utmost professionalism....and it shined through! Congrats on your new listing!
Congratulations on your sale! Communication is extremely important and it sounds like you have done a great job with your seller. Keep up the good work.
You handled the situation perfectly and your professionalism came back to you. A great example!
You handled the situation perfectly and your professionalism came back to you. A great example!
Christopher and Stephanie, this happened to me recently, except that they went with a geezer lady who does mostly rental management. I was bummed just long enough to write a blog post. Hope I have a similar happy ending!
I am going on a listing appointment tomorrow that I know the sellers are interviewing at minimum 10 other agents. This will be an exciting challenge. I can't wait! However, if i do not get the listing, I will take (or try) your advice.
Great testimonial, good for you!
Great post and fantastic attitude. When you are truly there to help, and keep doing what is needed things go as they should, even if it isn't the picture you had in mind at the start
Communication is truly key - You have an excellent outlook and I am glad your story turned out like it did.
This is a really good post with a really good summary of why you should maintain a positive attitude.
Great point. You never know what is coming down the road.
Glad that it worked out in the end. Always try to take the high road and leave them with a great impression because you never know!
Sorry....when I read your title...all I could think about was the game last night. As a Lakers' fan...I'm trying to keep this in mind. Ugh
great story guys...this goes to show not to ever burn your bridges with clients like Lenn said...good job and congratulations!
great story guys...this goes to show not to ever burn your bridges with clients like Lenn said...good job and congratulations!
Hi Chris, Importantly, you left the door open for them to contact you at a later point.
Hi Chris & Stephanie,
Boy oh boy, do I hear you!
Many years ago we got one of those rather "vague" email requests, and didn't get to it right away. By the time I replied, I got a rather terse answer back saying that they preferred to work with people who really "wanted" their business, and had chosen to work with someone else.
Sheepishly, I replied telling them how sorry I was that I hadn't replied quickly enough. I explained that often we spend our time on "tire kickers" and lose out on the true buyers like themselves. I said that I hoped they would give us a second chance, should something go wrong with their current Realtor.
Well, something did go wrong, and they called us! We sold them a condo, and then another one...and they were really good clients and nice friends for a number of years.
Never, ever, slam the door shut...unless you're the one choosing NOT to work with the client.
From the beach,
Lisa
That's great, Stephanie! You never know what the future holds.
Sweet spot - I've lost ours in my area. Who knows these days on what a home is going to sell at. I have plenty of beautiful places that are just not getting the action they deserve. My sellers work really hard getting their place into shape & showing their best. They help me in that regard.
You did the right thing by not "dumping" on the competition......
Stewart Larsen CB Harper in Boerne (rymeswith journey)Texas.
I had the same sort of thing happen a couple of weeks ago with some international buyers. They had an appointment with me and we were all set to go and view some homes. The morning of our appointment they called to cancel. They apparently had the wool pulled over their eyes by an unscrupulous realtor and they decided to go and see her. Long story short, I told them it's fine, no hard feelings, and good luck. About 2 weeks go by, and a I get a call from them telling be they got scammed for $5,000 and would like to work with me from now on because I had earned their trust. So jokingly I said "I could have told you I was trusstworthy for free, there was no need for you to pay $5,000 for that information".
Very professional. You obviously made a great impression. Can't win them all, right? And Dave, #63... 10? wow.
I have had this happen with me. Buyers start with someone else then come back to me.
I liked the fact that you positioned yourself for some good follow up.
Great lesson, would still like to know what the other agent did in a follow-up post so as to live and learn, thanks.
Thank you everyone for all the comments in regards to this story. It sounds like pretty much everyone can relate to this story. The big picture is to be a professional at all times, leave the door open for potential buyers and sellers that you come across and meet up with, and just do great business. Karma has a way of coming around so why not experience that good karma by going the extra mile, exceeding expectations when given the opportunity and keep your head up on those situations where a buyer or seller choose to work with someone else.
Great story and I'm glad that it turned out well for you