What do you do with a problem homeowner?

[Andrew Urbanek]

Years ago I used to have the same problem. I've changed my ways about 5 or 6 years ago.

I always answer the phone, if I can, when the owner calls. They usually just say they want to discuss the report. I say sure, I'd love to, we can discuss your house, but we cannot discuss the value because I am bound to my client to only speak with them about it. When they bring value up again, which they always do, I say, look, I'll gladly look at any data you have. If you have sales that are more recent than the ones I used, inside your project and as similar or more similar to your house then those used send them to your lender who will forward them to me and I will gladly look them over. If I am wrong, or you have better data, I will incorporate it.

I am always kind and polite, never agrumentative even when they are.

I never, and I mean never, hear back.

I used to always get the "I don't like how he was dressed, or how his hair was combed, or he's a racist, a sexist, a jerk, unprofessional, incompetent" thing. I think they just want to talk about it, they are frustrated, and when you put the ball in their court and they are forced to look at it from your perspective, it's over.

I used to take homeowners calls and try to smooth things out with them if they called me, but not anymore. I had several issues, where the conversations in the phone call were used against me as further amunition and all I did in those calls was tell the homeowner what you had mentioned above!


When I tell them that I cannot discuss value, but will discuss any other material facts I usually get dragged into a conversation where they begin to nitpick every little insignificant detail of the report and then ultimately tell me that their property is not "AVERAGE," but "EXCELLENT," instead and why did I mark average when they have top of the line new formica countertops!! Trying to explaine why a completely remodeled kitchen with granite countertops and marble floors is superior to their formica countertop and homedepot special 8" tile because the market dictates it is just a waste of our time. Trying to explaine that their upgrades are weighed against what the market will bear as fair, average, good, excellent is pointless unless they understand the principles of substitution. Trying to explaine why their 2/2 garden condo is not that unique in a declining market versus the surplus of other similar 200 active listings is tedius and unnecessary. I am always nice and courteous, but I will not tolerate verbal abuse, which is what those conversations always turn out to be.

People are frustrated, they are loosing their homes. They are loosing everything and we are the front line of blame with them because WE APPRAISED IT. Well I have no problem playing this role, but I will screen my voicemail rather than take their calls. If they were nice at the time of the inspection and leave a professional message, I will call them back. However, if they say I UNDERDID THEM and that they are gonna git me with a rekoning...well then I just turn that message over to my client and propert authorities.

 

[George Hatch]

There are some borrowers who seem to go out of their way to create a hostile relationship with the appraiser. It's as if they think that applying pressure will make me less prone to using my critical thinking skills.

I do two things:

- I always maintain a polite but somewhat distant relationship with all these borrowers. I keep them at arm's length and I try not to give them any verbal or non-verbal clues about what I do or don't think about their property. Sgt. Joe Friday, "just the facts, ma-am, nothing but the facts."

- When I do run into a problem personality I make it a point to get on the phone with my client as I drive away from my inspection and inform them of the apparent personality conflict. It's a race, and whomever can make the phonecall first wins.

Nine times out of ten the borrower's been treating the loan processor the same way. At any rate, I always give my client the option of engaging another appraiser - they never take that option.

Then I just go about doing my job, maybe writing a little more about the data I didn't use 'cause I know it will come up. In the end, it usually doesn't turn into a whole lot of extra effort.

I always welcome them to send whatever extra data they want to send.

I find it helpful in these situations to remember that I certify that I don't care what they think about me or what they want in every appraisal report I sign. That makes it a lot easier to own my personal apathy towards their attitudes and interests.

 

[Webbed Feet]

I'll take property owner / borrower phone calls. Typically they are benign. If not, I refer them back to the contract I had them sign. I love the ones that can't speak english and are trying to cus me out... LOL

Webbed.

 

[Mr Rex]

I'm with George, when I run across the bully borrower, I make sure to limit my chit chat to a minimum and make sure that at least once I emphasize that I am there to protect the banks interest, not to make them or their mortgage broker happy. I also make it clear that I don't take to bullying, and that that type attitude generally doesn't work in their favor, but its a real subtle hint.

 

[KYLECODY]

Surprised by some of the responses here. Seems we've made this pretty complex... Do the work, send it in, get paid. Whether hes happy or wants to try and fuss is up to him and has no relevance. No need to try and soft peddle things, worry or call the lenders with what you think might happen...its an appraisal, hes a pain, you have an opinion of value to report, end result is the same.