Going the extra mile for our clients: COVID Edition

I've always spoken to the need for a good agent to be a willing learner and have the ability to constantly adapt to the situations and markets we're working in. This has never been more true then amidst the current pandemic crisis that's touched all of our lives. As has been the case with every one of your ways of life, and work, the learning curve has been steep. 

Real Estate sales was deemed an essential service for good reason and we were permitted to conduct business, as necessary, under hastily prepared regulations. We always make the best decisions possible based upon the information we have and the regulations were set as such. The information then came at a frantic pace, often changing daily, requiring us to adjust and take the appropriate caution needed for the given situation we are dealing with. The given situation being the client and the product we're working to sell. Each is unique unto itself.

Certain homes we've marketed, by their nature, haven't required significant protocols to show outside those we all assume as citizens. Meanwhile, other homes and clients, by their nature, require a significant and well planned approach to showing protocols. For example, working with clients who are selling a newly constructed detached home that is vacant does not demand the same sort of precautions as an elderly seller who occupies the space we are selling. As such, I’ve instituted unique plans and protocols to handle each situation appropriately.

Recently, I had the honor of working for a client who is in their 90s. I truly admire this client and their way of being. As we all know by now the COVID virus has proven that the elderly are very high risk and susceptible to the effects at a far higher degree than others. As such, it was imperative to me that we go above and beyond to ensure our client could rest easy in their home knowing we would not make them susceptible. Here is some of what our strategy in this instance entailed:

  1. Sharp price to generate significant interest.

  2. Provision of a number of days on market prior to showing availability as to ensure fair exposure and adequate time for any and all active buyers to come forth.

  3. One showing access time of 3-hours in which those interested were able to book a 15-minute showing with us to view the suite.

  4. Any and all parties interested in viewing the property had to declare they’d reviewed all the pertinent documentation, marketing materials, and otherwise to assure us they were a seriously interested and able buyer.

  5. Having pre-qualified as best possible all buyers/agents were required to book a time and complete a declaration we created (pictured below) stating in writing they were not a health risk to my client

  6. On an additional attached form all parties had to agree to the procedures we created/implemented for the showings.

    1. Wear a mask at all times during the showing and not removing it for any reason until vacating the building.

    2. Wear gloves at all times during the showing.

    3. Wear shoe covers and/or the aerosol disinfectant provided on their footwear.

  7. There was no use of the bathroom facilities permitted.

  8. Requested that people still not touch anything despite wearing the gloves and should they need anything opened that I would do that for them.

  9. Following the showing period, for good measure, I took the aerosol disinfectant around the home spraying some of the more “high traffic” areas like door knobs, slider handles, countertops, etc.

After reading and signing the COVID docs I escorted the interested buyers and their representatives to the suite where all the required PPE, I’d purchased in advance, was situated on a table ahead of the entrance to the suite. 

I made it very clear the reason we were taking such measures requesting everyone's cooperation and understanding. I was pleased with the response from most everyone to these requirements of the showing. Most importantly, my beloved client is safe and healthy without concern for having to open the home up again as we were able to generate offers as a result of our showing period which was great.

In this case, while not strictly imparted on me by my client, the need for these sorts of measures was obvious. As such I endeavoured to do everything I could to ensure my clients safety. However, this isn’t always the case and while I will continue to maintain the suggested precautions imparted on us by Doctor Henry and others, it’s important I know what my clients needs/expectations are in this regard. 

Decisions regarding ones’ health are a very personal matter and need be respected. As agents we are required to obey all lawful instructions of our fiduciary. Some clients have very specifically stated, for one reason or another, that viewers of their home need not follow the stringent protocols above. So long as it’s communicated what the clients needs and expectations are in this regard we will devise a plan to ensure those are met, preferably exceeded.

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Adam Goss
Direct: (604) 256-3637
Office: (604) 678-3333
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