There was a recent post concerning a phone call and a property owner that only needed one side of his property surveyed...and then became disturbed when an attempt was made to "educate" the gentleman. If you're in business as a surveyor and have a phone, this is hardy a rare occurrence. I get three or four a month myself. What I have noticed is when we (surveyors) discuss the subject there is always an underlying frustration with the occasional "impossible" property owner. I'd like to take this opportunity to explain how, after a forty-something year career, I usually deal with the "aggressive shopper".
First off, if someone is price-shopping, you are probably not the first call they've made. Having your property surveyed is not something folks do everyday. It is a well known fact that most of us only purchase real estate a few times in our lifetime. Consider the fact that a fewer number than that actually have the property surveyed. First time callers are usually calm, docile and interested. Most probably have a preconceived idea of what we do. It's always a shock to them that we don't look like George Washington or Grizzly Adams, and we use modern instruments in the pursuit of our tasks. So the "first time caller" is generally cordial and curious.
Most of the 'aggressive shoppers' we encounter are on their third or fourth phone call. After sticker shock from several other firms, they're now convinced we're all a bunch of cheating pirates out to make a month's pay on their misery. Here's the key: If they're still calling, they probably still have hope that, like Diogenes, they may find an honest man.
So what do you do with these folks? They're pissed, they're frustrated and probably looking for a kind word and some direction. Most American consumers do not cotton to the idea they need to be nice to someone from which they're buying something. Especially something expensive.
I usually take this opportunity to try and 'filter' out the salvageable clients from the throw backs. This usually consists of a short explanation of our work as professional services and we really don't "sell" surveys. Doctors and lawyers are always a good comparison example. I attempt to let them know we not only determine their boundary in a legal sense, but we usually determine the overall "health" of their property and watch for any pitfalls or glaring malignancies that may cost them money down the line. All of this takes time, and time is money, and I usually tell them we're still actually cheaper overall than plumbers or electricians. OK. If they're still on the hook, you may have a client. If they're still hostile and angry that the "unexpected expense" of a survey is beginning to have a negative affect on their real estate deal: throw them back. In my years as a surveyor I have found this client is not worth it. Cut your losses now to a few lost minutes on the phone. There are some folks out there that are simply not worth the trouble.
And how do remove yourself from the call? That's up to you. I've been polite and told them they need to look around...and I've told them I wouldn't get involved with them even if I had a lion tamer's chair and whip. The point I'm trying to make is you don't owe them anything except probably the same demeanor they have shown you. Although professionals, we're still human.
Then there's always the "I don't really need a survey, but...". I generally ask, "Then why did you call a surveyor?"
Or maybe the occasional "It's already been surveyed, I just need someone to find the corners..". I told one fella they do sell shovels at Ace Hardware.
Although most of us blindly keep trying; you do not have to be nice to these people. The nicer you are to some folks, the more aggressive they can become. Someone needs to take them down a notch or two, it might as well be you. After all, they're going to calling another surveyor after they hang up. Maybe we might be doing our profession a favor by smackin' these folks into shape the first chance we get.
The older I become, the less patience I have with people that are irate with their own situation and taking it out on me. When I hear that the realtor told them it should only cost $150, I tell them to let the realtor perform the survey.
One thing I have learned in my life is most humans "see in others what they know about themselves." If someone is defensive and convinced you're attempting to cheat them, that tells me a lot about their nature. They probably go about their life in an opportunistic fashion with little regard for their fellow man. Therefore they probably expect you to reciprocate.
Life is too short. There really are people and properties out there with which you have no business getting involved. I probably get a little too much satisfaction giving these folks a little bit of crap back at them. But you know what? My business has never suffered from being honest with people and expecting them to respect me as much as I respect them.
Try and remember this the next time you hear "ring-ring"....
"One thing I have learned in my life is most humans "see in others what they know about themselves." If someone is defensive and convinced you're attempting to cheat them, that tells me a lot about their nature. They probably go about their life in an opportunistic fashion with little regard for their fellow man. Therefore they probably expect you to reciprocate."
Great advice Paden, the whole post.
The quoted part rings very true with me. Anytime you are dealing with someone that is very concerned about being cheated or that you might steal from them, well, crooks know very well that people steal as they do, it's reality to them. Be very careful with these folks, they'll take you at the first opportunity.
very well said, and having been at this 42+ years, (after college), I also find these people interesting, and try my best to educate them as to what it is that we do; and when they quote a realtor as pricing our work, I tell them that the realtor should only charge 1% to seel their property. usually makes them think a bit 🙂
The more times the caller tells you he has the money to pay you for doing whatever it is that needs done, the faster you should run in the opposite direction. People who routinely pay all of their bills on time have no compunction to point this out to other people. People who don't, do.
We do surveys for these people all the time. When they say they are only concerned about a single line, no problem sir, how often would you like stakes set on that line?
If they don't want a plat, even better, brings the price down even more.
However, the quote isn't going to be any less than if they requested a full boundary survey.
Everyone on this board knows what it takes to do the work correctly and what the various states consider an acceptable standard of care.
Sometimes the client just needs the illusion of getting a bargain.
Closing in on the start of 'my' 3rd year. Thanks (all y'all) for the insights and strategies.
Thanks Uncle Paden! That was a very well written tutorial; lots of good information there; I can't wait for the next installment.
Maybe you could talk about the client that tries to bait us with the promise of possible future work; if we can give them a break on this first one. 😀
paden cash, post: 329969, member: 20 wrote: "I don't really need a survey, but...". I generally ask, "Then why did you call a surveyor?"
I recently said exactly this to a Realtor who called. There was dead silence and I just waited... Finally he blurted out "Well, I don't need a full-blown survey - just the corners set!" I told him that I did not know what a full-blown survey was and asked him to explain. He said "Well, you know - where you measure everything. I don't need all that stuff - just the corners found." I told him that I was not a magician and could not set the "corners" without measuring. He said "Well, you obviously don't know what I'm talking about." I told him that he didn't understand what he was asking, but when he fould a magician that would do wahat he wanted to give me call so I could sell all my equipment and hire the magician.
paden cash, post: 329969, member: 20 wrote:
One thing I have learned in my life is most humans "see in others what they know about themselves." If someone is defensive and convinced you're attempting to cheat them, that tells me a lot about their nature. They probably go about their life in an opportunistic fashion with little regard for their fellow man. Therefore they probably expect you to reciprocate.
If I recall correctly, this is called "Projection"...
