Salt Lake Realtor – July 2019

Salt Lake

REALTOR SALT LAKE

PARADE OF HOMES SLBR IS PROUD SPONSOR OF THIS YEAR’S PARADE

Magazine July 2019

VISIT THE NEW

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As always, we invite you to call our office at 801.240.8600 with any questions or visit our sales center in person to preview available condominiums at Richards Court, 99 West and The Regent.

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Welcome to the Team, Cory.

We look forward to reaching new heights together.

We are proud to welcome Cory Taylor and his team to SecurityNational Mortgage Co., matching ambition with opportunity.

SecurityNational Mortgage Company complies with Section 8 of RESPA and does not offer marketing services in exchange for referrals or the expectation of referrals. This is not a commitment to make a loan. Loans are subject to borrower and property qualifications. Contact loan officer listed for an accurate, personalized quote. Interest rates and program guidelines are subject to change without notice. SecurityNational Mortgage Company is an Equal Housing Lender. Company NMLS# 3116.

Table of Contents Learn how to break the tension and salvage the relationship for six bad common client behaviors. p. 28

Features 10 Painting Habitat Homes and Lions 12 Utah is No. 2 in Best States for Homeowners

Dave Anderton 16 This Year’s Parade of Homes 22 Incomes Needed to Buy a Home in Every Part of America 24 Buyer Bilked Out of $123K: ‘Just Like That, It’s Gone’ Melissa Dittmann Tracey

28 Relationship Management: Six Bad Client Behaviors You’ll Encounter Melissa Dittmann Tracey

Columns 7 Think Twice Before Putting Your

Sold Data on third-Party Websites

Scott Robbins – President’s Message

Departments 8 Happenings 8 In the News 34 Housing Watch 36 Realtor® Connections 36 On the Move

On the Cover: Photo: SLHBA Photo left: Sergeyonas©/ Adobe Stock

This Magazine is Self-Supporting Salt Lake Realtor® Magazine is self-supporting.

The advertisers in this magazine pay for all production and distribution costs. Help support this magazine by advertising. For advertising rates, please contact Mills Publishing at 801.467.9419.

The paper used in Salt Lake Realtor® Magazine comes from trees in managed timberlands.

These trees are planted and grown specifically to make paper and do not come from parks or wilderness areas. In addition, a portion of this magazine is printed from recycled paper.

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The Salt Lake REALTOR® (ISSN 2153 2141) is published monthly by Mills Publishing, located at 772 E. 3300 South, Suite 200 Salt Lake City, Utah 84106. Periodicals Postage Paid at Salt Lake City, UT. POSTMASTER: Send address changes to: The Salt Lake REALTOR,® 772 E. 3300 South, Suite 200 Salt Lake City, Utah 84106-4618.

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President Scott Robbins Summit Sotheby’s

Michael Morgan Realtypath LLC Scott Colemere Colemere Realty Associates

First Vice President Alicia Holdaway Summit Sotheby’s

Jodie Osofsky Signature Real Estate Utah Mary Olsen Utah Key Real Estate

Second Vice President Matt Ulrich Ulrich Realtors®, Inc.

Sophie Reece Berkshire Hathaway

Treasurer Steve Perry Wise Choice Real Estate

Rob Ockey Century 21 Everest Dawn Stevens RealtyOne Group Signature

Past President Adam Kirkham Summit Sotheby’s

Brian Gottfredson Coldwell Banker

CEO Curtis Bullock

Tony Ketterling Equity Real Estate

Directors

Ryan Henderson Realtypath LLC

Michael Rowe Berkshire Hathaway Advertising information may be obtained by calling (801) 467-9419 or by visiting www.millspub.com

Managing Editor Dave Anderton Publisher Mills Publishing, Inc. www.millspub.com President Dan Miller Art Director Jackie Medina Graphic Design Ken Magleby Katie Steckler Patrick Witmer Office Administrator Cynthia Bell Snow

Sales Staff Paula Bell Karen Malan Paul Nicholas Chad Saunders Administrative Assistant Caleb Deane

Salt Lake Board: (801) 542-8840 e-mail: dave@saltlakeboard.com Web Site: www.slrealtors.com The Salt Lake Board of REALTORS® is pledged to the letter and spirit of U.S. policy for the achievement of equal housing opportunity throughout the nation. We encourage and support the affirmative advertising and marketing program in which there are no barriers to obtaining housing because of race, color, religion, sex, handicap, familial status, or national origin.

The Salt Lake REALTOR® is the monthly magazine of the Salt Lake Board of REALTORS®. Opinions expressed by writers and persons quoted in articles are their own and do not necessarily reflect positions of the Salt Lake Board of REALTORS®.

Permission will be granted in most cases, upon written request, to reprint or reproduce articles and photographs in this issue, provided proper credit is given to The Salt Lake REALTOR®, as well as to any writers and photographers whose names appear with the articles and photographs.

While unsolicited original manuscripts and photographs related to the real estate profession are welcome, no payment is made for their use in the publication.

Views and opinions expressed in the editorial and advertising content of the The Salt Lake REALTOR® are not necessarily endorsed by the Salt Lake Board of REALTORS®. However, advertisers do make publication of this magazine possible, so consideration of products and services listed is greatly appreciated.

Think Twice Before Putting Your Sold Data on Third-Party Websites

I

magine this scenario: You help an out-of-state buyer purchase a home.

The buyers are new to the area and are excited to start their life here in Utah. A week after moving in, a neighbor knocks on the door with a plate of cookies welcoming them to the area. After they exchange pleasantries, the neighbor says... “I can’t believe you paid $500,000 for this home.” And your buyer says, ‘How did you know how much I paid for this home?” “Oh,” the neighbor says, “I saw it online.” The buyer then goes to one of the national sites and sees that his agent disclosed the sales price, address, date and square footage of the sale without his permission. How would you feel as the agent? How would you feel as the buyer?

I know it is very common for some to use these sites to show that we are producing agents. However, by doing so you can potentially be breaching the confidentiality portion of your buyer-broker agreement and listing agreement.

Before freely giving the sold price of your latest listing or buyer transaction, consider these four factors: 1. The Utah Association of Realtors® listing agreement does not authorize the listing agent to disclose the sold price to any site other than the Multiple Listing Service (UtahRealEstate.com). Doing so could be a breach of your agreement.

If you intend on doing this, you should first amend the listing agreement and obtain your seller’s authorization. Have a conversation with your broker to see if you use the UAR ERTS agreement. If not, check your own broker listing agreement to see whether sold data may be disclosed to third party sites.

2. Disclosing the sold price to a third party site could be a breach of your fiduciary duty of confidentiality to your client. This could lead to a potential sanction with the Division of Real Estate or lawsuit.

3. Disclosing the sold price empowers other websites with valuable information.

By giving our data to other sites, you are devaluing one of the major aspects of our profession.

4. You can still use these sites and post your transactions but you DO NOT have to share the sold data. That way you can still get credit for the transaction, but you are not giving away the sold data.

Be the expert! Why would you share your data to a website that “claims” to be the expert and risk breaking confidentiality with your clients?

Scott Robbins President

OFFICIAL PUBLICATION OF THE SALT LAKE BOARD OF REALTORS ® REALTOR® is a registered mark which identifies a professional in real estate who subscribes to a strict Code of Ethics as a member of the NATIONAL ASSOCIATION OF REALTORS®.

October 2005

July 2019 | Salt Lake Realtor ® | 7

Happenings

In the News Plaintiffs Can Proceed Directly to Federal Court in Takings Clause Actions

©/iStock

Annual Business Meeting The Salt Lake Board of Realtors® will hold its annual business meeting on Wednesday, July 17 from 11:30 a.m. to 1 p.m. at the Realtor® Campus in Sandy. Nominees for four open director seats on the Board of Directors will be announced at the meeting. Each position is a four-year term beginning Jan. 1, 2020. Online voting will take place in August. Further details of the voting and nominee profiles will be available on July 17 at www.slrealtors.com.

In June, the Supreme Court issued its ruling in the case of Knick v. Township of Scott, a decision which National Association of Realtors® believes will lead state and local governments to be more thoughtful and deliberate when developing laws or regulations that could infringe on Americans’ private property rights.

Specifically, Knick v. Township of Scott declared that plaintiffs who have accused local governments of violating the Takings Clause of the U.S. Constitution may proceed directly in federal court rather than first litigating in local circuits, overturning a 34-year old precedent set by a 1985 Supreme Court ruling.

“A property owner has an actionable Fifth Amendment takings claim when the government takes his property without paying for it,” the Court’s opinion reads. “The Fifth Amendment right to full compensation arises at the time of the taking, regardless of post-taking remedies that may be available to the property owner.

In sum, because a taking without compensation violates the selfexecuting Fifth Amendment at the time of the taking, the property owner can bring a federal suit at that time.”

As many Realtors® are aware, property owners had previously been required to exhaust all remedies to receive just compensation for private property seizure in state court before they could escalate the case to federal court.

Utah is No. 7 in Homeownership Utah ranked No. 7 in the highest homeownership rate of all states in this year’s first quarter, according to the U.S. Census Bureau. Utah’s rate was 72.7 percent. At 74 percent, New Hampshire had the highest rate. New York had the lowest rate at 51.9 percent. Nationally, the homeownership rate was 64.2 percent. The homeownership rate is the percentage of homes owned by their occupants.

8 | Salt Lake Realtor ® | July 2019

Going forward, property owners will have both state and federal court available to redress their property rights.

NAR expects this new development to prompt state and local governments to be more strategic regarding takings, especially in the areas of land use planning and environmental regulations, in order to avoid the uncertainty of litigation in federal court. Considerations surrounding compensation should intensify and increase, as well.

A David Weekley Homes Sales Consultant Alicia Madsen with Real Estate Agent Mindy Fung and Vickie & Charles Taylor

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Painting Habitat Homes and Lions

T

he Salt lake Board of Realtors® Young Professionals Network (YPN) spent an evening in Murray at Painting with a Twist, a studio that offers step-by-step instruction by experienced and enthusiastic local artists. In a separate event, the Board’s Charity Committee volunteered at the Salt Lake Valley Habitat for Humanity Field of Dreams subdivision. Field of Dreams offers mortgages and homes to qualifying families at 0 percent interest rates. The homes are designed to run efficiently only costing $1.50 per day in utility costs.

10 | Salt Lake Realtor ® | July 2019

A N N O U N C I N G T H E S U M M E R 2 019 E D I T I O N O F C O L L E C T I O N S M A G A Z I N E, O U R 21ST I S S U E It can be easy to assume that all real estate brokerages and sales associates are the same. The truth is, we’re passionate about being different – our unique qualities are at the heart of everything we do. We look at each moment as an opportunity to bring irreplaceable value to our clients around the world, and in the process, redefine the real estate industry. Luxury isn’t tangible. It isn’t a price tag. Luxury is an experience and a commitment to going beyond the status quo.

Being different isn’t for everyone, but to us, it is everything.

BY THE NUMBERS 115,000 Copies Showcasing the Homes, Estates, and Lifestyles of Utah 79,000+ Copies Delivered to Subscribers of: The Salt Lake Tribune, Utah Business Magazine, Zions Bank Community Magazine, The St. George Spectrum 465 Hand-Selected Distribution Locations

MMXIX Sotheby’s International Realty Affiliates, Inc. All Rights Reserved. Sotheby’s International Realty® is a licensed trademark to Sotheby’s International Realty Affiliates, Inc. An Equal Opportunity Company. Each office is independently owned and operated. Copyright© Summit Sotheby’s International Realty 2019.

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Utah is No. 2 in Best States for Homeowners The average cost of building a new single-family home, including the lot, along the Wasatch Front in the second quarter increased to $435,265 (2,287 square feet), a rise of 2.8 percent year-over-year.

By Dave Anderton

T

here are some states where it is better to own a home than in others, according to a new study by SmartAsset. In Utah, homeownership makes a lot of sense. In fact, for the second year in a row, the state ranked No. 2 in Best States for Homeowners.

average annual homeowner’s insurance at $634, the third-lowest in the study.”

The study analyzed nine key metrics when it comes to homeownership. These included: average price per square foot, home value appreciation, median home value to household income ratio, foreclosures per 10,000 homes, effective property tax rate, median annual property taxes, average closing costs, average annual homeowners insurance, and burglary rate.

“We are backed by an economic engine like no other,” Holliday said. “As long as it continues we expect home values to be stable and growing for the long-term future.”

Idaho ranked No. 1 in the survey. After Utah, South Dakota, Montana, and Wyoming rounded out the top five Best States for Homeowners.

“The Beehive State boasts an average property tax rate of just 0.62 percent, the third-lowest in the top 10 of this study and 11th-lowest overall,” SmartAsset said. “It also scores very well for

12 | Salt Lake Realtor ® | July 2019

Ross Holliday, president of the Salt Lake Home Builders Association and owner of Chocolate Homes, said Utah is still is a great place to buy a home.

The average cost of building a new single-family home, including the lot, along the Wasatch Front in the second quarter increased to $435,265 (2,287 square feet), a rise of 2.8 percent year-over-year, according to real estate data firm MetroStudy.

Nationally, the average cost of a new home including the lot was $427,892 (2,776 square feet), according to the most recent survey data by the National Association of Home Builders.

More than half of a new home’s sales price was made up in total construction costs (foundations,

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Homeowner associations are growing nationally and in Utah as well. If you would like to service this growing segment of the real estate marketplace and are looking for a great opportunity contact Jeff G. Wheeler, President, C.E.O. Realtor® at (801) 230-1043 or via e-mail jeff@csshoa.com. Community Solutions & Sales is an equal opportunity employer.

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framing, exterior and interior finishes), while land or lot costs made up 21.5 percent of the total sales price.

But rising prices may be dampening sales. Permits issued for single-family

homes along the Wasatch Front fell 18 percent to 3,802 units, a $1.2 billion valuation, in the first five months of 2019 compared to 4,612 permits at $1.4 billion in first five months of 2018, according to real estate data firm Construction Monitor.

Jim Wood, Ivory-Boyer Senior Fellow at the Kem C. Gardner Policy Institute, said the decline in single-family permits over the past year is due to rising prices and more people buying multifamily units.

In the first five months of this year more multifamily permits were issued across Utah compared to any other year for the same five-month period, Wood said.

In addition, 2018 was one of the best years in the number of single-family permits being issued. This year is on track to being the No. 2 best year in singlefamily permits issued.

Chocolate Homes builds single-family homes priced at $350,000 to $400,000, less than the average Wasatch Front new home price point. The company doesn’t build spec homes, Holliday said, but does purpose driven design. All of its single family homes include basements, European cabinetry, quartz countertops, LED mirrors, LG appliances, laminated vinyl plank floors, electrical car charging stations in the garage, and nine-foot basement ceilings. Chocolate Homes will launch new townhomes in Daybreak on Aug. 15 priced from $240,000 to $290,000.

Holliday said this year’s Parade of Homes includes everything from a custom 10,000 square-foot home to a townhouse with a rooftop deck. “We are seeing amenities in townhomes that we’ve never seen before,” he said.

Aspirational buyers can still find Parade homes with pools, multiple garages and home theaters. But they also will be able to find homes that work for everyday people with unique and practical features.

“Many people are looking for homes that are smaller but are amenity rich,” Holliday said. “There is more creativity in smaller homes. Many have two master bedroom suites or have a space that is part of the home they can rent out to a family member.

People are building apartments within homes, it’s a way to lower the cost.”

This is the 73rd continuous year of the Salt Lake Parade of Homes. The Parade first started in 1946 and was the first Parade of Homes in the country. The Salt Lake Board of Realtors® this year is a title sponsor of the event. Members can purchase Parade tickets at the Realtor® Campus for a discounted price of $16 each (regular price $20).

Dave Anderton is communications director of the Salt Lake Board of Realtors®.

14 | Salt Lake Realtor ® | July 2019

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THIS YEAR’S

PARADE OF HOMES Blue Atlas Parade | Herriman | 84096 | 5,298 sq. ft.

Bradshaw Homes and Property

David Weekley Homes

Parade | Sandy | 84092 | 9,705 sq. ft.

Model | South Jordan | 84009 | 3,463 sq. ft.

David Weekley Homes

Destination Homes

Model | South Jordan | 84009 | 3,472 sq. ft.

Model | South Jordan | 84009 | 4,070 sq. ft.

Elevation Homes

Fieldstone Homes

Parade | Sandy | 84070 | 4,910 sq. ft.

Model | South Jordan | 84009 | 4,996 sq. ft.

HardRock Homes

Holmes Homes

Parade | Herriman | 84096 | 2,815 sq. ft.

Model | South Jordan | 84009 | 2,676 sq. ft.

Ivory Homes

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Parade | Draper | 84020 | 5,698 sq. ft.

Model | South Jordan | 3,646 sq. ft.

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Rainey Homes

Model | South Jordan | 84009 | 3,829 sq. ft.

Model | South Jordan | 84009 | 7,082 sq. ft.

Symphony Homes

The Building Group

Parade | West Jordan | 84084 | 4,790 sq. ft.

Parade | South Jordan | 84095 | 6,287 sq. ft.

Other homes include: Eagle Point Homes

Sego Homes

Parade | Stansbury Park | 84074 | 6,820 sq. ft.

Model | South Jordan | Daybreak | 84042 | 2,362 sq. ft.

JCraft Homes

Silverhawk Enterprises

Parade | Riverton | 84065 | 6,308 sq. ft.

Parade | Draper | 84020 | 10,229 sq. ft.

Next Level Homes

Silverhawk Enterprises

Parade | Draper | 84020 | 2,751 sq. ft.

Parade | Millcreek | 84124 | 6,922 sq. ft.

Regal Homes

Stonybrook Homes

Model | Cottonwood Heights | 84093 | 4,699 sq. ft.

Parade | Draper | 84020 | 6,094 sq. ft.

Sage Homes

The Building Group

Parade | Herriman | 84096 | 5,118 sq. ft.

Parade | Draper | 84020 | 2,518 sq. ft.

Sage Homes Platinum Series

Wright Homes

Parade | Bluffdale | 84065 | 5,474 sq. ft.

Parade | Draper | 84020 | 5,703 sq. ft.

18 | Salt Lake Realtor ÂŽ | July 2019

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Incomes Needed to Buy a Home in Every Part of America In Salt Lake City you need a minimum income of $59,076 to purchase a median-price home of $340,000.

I

n the nation’s priciest areas, you’ll need to be in the top 20 percent to 30 percent of household earners to afford a median-priced home, according to a new study by Zoocasa, a real estate website.

Researchers evaluated how much income households need to qualify for a mortgage on a median-priced home in 35 of the largest cities in the U.S. They factored in a 20 percent down payment, a mortgage rate of 4.5 percent, and a 30-year fixed-rate mortgage.

The top three most accessible housing markets in the U.S., where medianpriced homes are affordable to 80 percent of the residents, according to the study, are: Detroit: A median-priced home of $85,000 could be purchased with an income of $14,772.

Columbus, Ohio: A $157,000 medianpriced home requires a $27,276 income.

Oklahoma City: The area’s median $170,000 home could be purchased with a $29,544 income.

On the other hand, the least affordable cities tended to be in California. San Francisco topped Zoocasa’s list, with a median home price of $1,418,500, which requires buyers to have an income of $246,432 to buy a home. In San Jose, Calif., buyers would need an income of $177,204 to buy a $1,020,000 median priced home. Buyers in Los Angeles would need to earn $147,672 to buy a median priced home of $850,000.

Reprinted from Realtor® Magazine Online, June 2019, with permission of the National Association of Realtors®.

Copyright 2019. All rights reserved.

22 | Salt Lake Realtor ® | July 2019

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Buyer Bilked Out of $123K: ‘Just Like That, It’s Gone’ Falling prey to a wire fraud scheme, he lost the down payment that took his family years to save. Now he’s helping real estate pros protect their clients against cyber scams.

By Melissa Dittmann Tracey

A

fter a yearlong search, Aaron Cole and his family finally found their dream home in Canby, Ore., in December 2018. The seller accepted Cole’s $440,000 offer, and with a down payment of $123,000, he and his wife were ready to move in just in time to celebrate Christmas and their son’s fifth birthday.

followed the instructions and completed the wire transfer.

Nothing seemed amiss when Cole received an email during the closing process with wiring instructions for his down payment. The email, which appeared to come from his title agency, listed Cole’s agent, loan officer, and other parties involved in transactional documents, along with correct contact information for each. So, Cole

Over the next few days, he worked with his title agency, bank, federal investigators, and police to recover the funds. Every dime of his $123,000 down payment was lost and untraceable. “You spend your entire life to save to buy a house, and then, just like that, it’s gone,” Cole said. The most heartbreaking part of the ordeal was telling

24 | Salt Lake Realtor ® | July 2019

Eight days later, he received a phone call from his title agency, WFG National Title Insurance Company, providing wire instructions for his down payment. That’s when Cole realized he had sent his family’s life savings to a scammer.

Enjoy giving.

A portion of every transaction fee collected by EXIT Realty Corp. International is applied to its charitable fund. Through the Spirit of EXIT Dollar-for-Dollar Matching Program, EXIT offices and members can raise money for local, approved, registered charities, including Habitat for Humanity, and apply to EXIT’s head office to have those funds matched from the company’s pledged pool of funds.

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mindset. It’s happening more than you think. … There is no amount of technology that you can buy that will stop this. This is a processing problem that the industry needs to address.”

Be mindful of oversharing in transactions, Phillips said. Several parties are usually included on emails containing housing-related documents—the buyer’s agent, listing agent, loan officers, title representatives, and assistants, among others—and any unfamiliar email address tacked on to the message is an indication that a hacker may have infiltrated the email chain, Phillips warned.

“Unsecure email and mobile devices are particularly at risk, and consumers are vulnerable at emotional times with title deadlines, such as home closings,” Phillips said.

“It’s so easy to make it look like you’re someone else on email. Never trust an email. It can become tragic very quickly.”

Image licensed by Ingram Image

his wife they could no longer afford to buy the house, Cole added. They were stuck, having already sold the house they were living in at the time, with no place to go.

“I probably sent about 150 emails back and forth during this transaction, and this email looked like all the others,” Cole said. In hindsight, he remembers the only difference was an email address listed in the message that contained an odd extension: [name].wfgnationaltitle@mail.com.

Stop This From Happening to Your Client Cole isn’t alone: Reports of real estate-related email phishing scams jumped 1,100 percent between 2015 and 2017, according to the Consumer Financial Protection Bureau. The CFPB estimates a loss of nearly $1 billion in real estate transactions from such scams.

Cole said he remembers the bright red “WARNING” labels about cyber scams in the transaction documents he signed. “I really don’t think there’s any bigger warning or messaging a company can do about the dangers,” he said. “But it’s also just another warning on a document. You see it, sign, and move on to the next one.” He added that he wishes his real estate agent had warned him in person.

Bruce Phillips, senior vice president and chief information security officer at West, a WFG company, said it’s critical for real estate professionals to educate clients about the risks.

“A real estate professional has the opportunity to sit down and look the client in the eye and say, ‘This is a problem,’” Phillips said. “I believe that has a better chance in getting in someone’s

26 | Salt Lake Realtor ® | July 2019

Becoming the Face of Wire Fraud Victims As for Cole, his purchase transaction remained in jeopardy for days. His family lacked extra funds to make up for his stolen $123,000 down payment, and his approved $300,000 mortgage wouldn’t cover the entire cost of the home he was buying.

In an unusual move, his title agency, WFG, offered to hire him as a spokesman for its newly created Cyberfraud Awareness Team to educate consumers and the housing industry about wire fraud in real estate transactions.

Cole’s salary: $123,000.

With this olive branch, he and his family were able to move in according to their original plan, and they spent Christmas together in their new home. Most wire fraud victims, though, aren’t so lucky. Phillips knows of situations where buyers lost their entire savings and were left homeless.

Cole doesn’t take his new role as the face of wire fraud victims lightly. “You hear about this type of scam, you see the warnings, but you never know of anybody who it actually happened to,” Cole said. “We then start to assume that we’re somebody who is smart enough that we’d never fall victim to something like this. I’m a tech person; I never would have thought it could happen to me. I want everyone to know what I know now—that it can. And to be aware so that we prevent this from happening to a lot more.”

Melissa Dittmann Tracey is a contributing editor for REALTOR® Magazine. She can be reached at mtracey@realtors.org. Follow her on Twitter: @housingmuse

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Relationship Management: Six Bad Client Behaviors You’ll Encounter From the hard-to-please to the angry customer, difficult clients can make your job tough. Learn how to break the tension and salvage the relationship for six bad common client behaviors.

By Melissa Dittmann Tracey

D

o you have a client driving you crazy?

Emotions can charge in a real estate transaction — especially nowadays — and you may increasingly find yourself working with nagging, impossible to please, overly negative, or know-it-all types that, well, might be starting to drive you a little nuts.

Sellers may be upset over lower home prices; buyers may be dissatisfied with stalled negotiations or blaming you for their financing fiascos. Whatever the case, there’s a lot of unhappiness out there among buyers and sellers in a transaction — and you’re caught in the middle.

Complex short sale transactions, in particular, can understandably have your clients on edge. For example, Renee Sabath with Realty One Group in Las Vegas said she once had clients tell her, two

28 | Salt Lake Realtor ® | July 2019

days before closing on a trustee sale, that their friends had been advising her that the transaction could be handled differently. She had to provide plenty of reassurance to her questioning clients that she had their best interests in mind and were guiding them in the right direction.

But sometimes plenty of reassurance just won’t work. Sabath also has had clients she actually had to “fire” during the past two years.

“Doing a short sale is hard work and the payoff for me can take six months or even longer,” she said. “If the client does not return my calls or does not provide me with the necessary paperwork, I will tell them they are tying my hands, and I have given back listings when the seller is not performing. … Some people just need our guidance and patience, while I strongly feel there are people who we would be

helping more to walk away from.”

Meet Six Difficult Clients While you might not be able to win over every client, you can improve your client relationships — no matter how impossible they seem to please — by blending your communication styles and with lots of understanding along the way, said motivational speaker and bestselling author Rick Brinkman, who has written several books on dealing with difficult people, including Love Thy Customer (McGraw-Hill, 2005).

Here are six common difficult client behaviors that Brinkman has identified and strategies for winning over each: 1. Think-They-Know-It-All How to identify them: You tell the sellers that their house should be listed at the price you’ve identified, but these clients know better than you.

In fact, they know everything — at least they think they do. These clients’ know-it-all attitude has their ego front and center.

How to deal with them: Ask a lot of questions about what they say. “What will happen is they

will quickly hit bottom,” Brinkman said. “They don’t have depth to their knowledge.” So, the best thing you can do is take a curious attitude and ask more and more specific questions until they start making big generalizations. Eventually, they’ll realize they don’t know as much as they’re professing.

However, be careful not to step on their ego. You want to derail bad ideas, not embarrass them.

So, for example, refer to documentation in a nonthreatening way (e.g., “Have you seen this article?”) to make your point.

2. The Yes Person How to identify them: These customers are highly agreeable but slow to deliver. Their people-pleasing tendency may get in the way of providing you with honest, valuable feedback to move forward in a transaction.

How to deal with them: Make it safe for these customers to be honest with you and show them there will be no relationship consequence if they say something negative. For example, say, “If none of these houses work for you, Mr. Buyer, it’s totally OK to tell me.”

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You’ll need to make guesses at what they’re thinking so you can then provide such reassurance to them that it’s safe to provide honest feedback. By doing so, you’ll actually create a customer for life — they’ll perceive you as being sensitive to their feelings, Brinkman says.

3. The No Person How to identify them: They’re discouraging and pessimistic. They’ll probably find something wrong with every house you show them or any idea you present for selling their house.

How to deal with them: Break them out of their negativity. Take out a piece of paper, draw a line in the center, and ask them to list positives on one side and negatives on the other about the house they’re viewing. Ask for the negatives first, since that’s more on their mind, Brinkman noted. Once they’ve exhausted the negatives, refocus their attention to list a few positives.

Remember, the No Person tends to zoom in only on negatives — so a No Person who sees three things wrong with a home thinks everything is wrong with it and will be unable to focus on any positives. The paper-pen method will help you

to refocus the No Person’s attention on finding something positive. Plus, after a few homes, you’ll be able to develop a list of criteria to show deal-breakers and what the client really desires in a home.

4. The Nothing Person How to identify them: They tell you nothing, providing no feedback, verbal or nonverbal.

You may grind to a halt with a Nothing Person because “I don’t know” is often the first response to practically anything you ask.

How to deal with them: Try to guess at how they feel in a situation and offer statements to pry something out of them. Using the paper-pen method suggested above, you’ll likely need to guess the pros and cons to put on the lists about the houses rather than rely on them telling you (e.g., “This home has the open floor plan with the kitchen and living room. I’m guessing that’s a positive for you, right?”). They’ll be more apt to provide you with feedback on whether your guess is right or wrong. Don’t worry about guessing wrong — the aim is to get them to open up and externalize their thought process, Brinkman said.

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July 2019 | Salt Lake Realtor ® | 31

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5. The Tank

6. The Grenade

How to identify them: They are pushy, ruthless, and loud. They rant when something upsets them.

They demand action. For example, “How dare you suggest listing my house for such a low price.

You have no clue what you’re talking about!”

How to identify them: You’ll feel like you want to take cover. The Grenade provides unwarranted tantrums that seem disproportionate to the circumstance. Unlike the Tank, who usually has a focused argument, the Grenade surfaces as explosive rants on anything and everything.

How to deal with them: Give the Tank 60 seconds to vent, no more and no less. If you allow a Tank to go longer, the verbal attack will escalate and it’ll be difficult to refocus. So after the 60-second tirade, interrupt using your client’s name and highlight some of the rant to show you were listening and reassure that you’re on the same side (e.g. “John, John. We both care about getting the most for your property. I heard you say ...”)

Then, repeat three of the statements you heard, Brinkman said. Why three? Brinkman, a naturopathic physician, calls it the generalization point, in which after repeating three statements back to a person that recounts what the customer said that person then subconsciously truly feels heard.

After you do a playback of what they said, offer your bottom-line solution, but make your solution direct and to the point. Tanks appreciate assertiveness.

How to deal with them: Don’t give Grenades any time to vent: They feed on their negative energy, and it’ll only make them more angry.

Immediately raise your voice to interrupt, using their name (e.g. “John, John. I care, I care ... You don’t have to feel this way. We’re going to work this out.”)

Don’t tell them to calm down; you’ll only make them more irate. Instead, you calm down: Take a breath and relax your tone, Brinkman suggested.

Say: “Let’s take a moment and talk about it.”

You want to create a break in the conversation to allow them time to calm down so they’ll be able to refocus on what their true concerns are.

Melissa Dittmann Tracey is a contributing editor for REALTOR® Magazine. She can be reached at mtracey@realtors.org. Follow her on Twitter: @housingmuse. Reprinted from Realtor Magazine Online, January 2011, with permission of the National Association of Realtors®. Copyright 2011.

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July 2019 | Salt Lake Realtor ® | 33

MAY HOUSING WATCH Two Consecutive Months of Rising Home Sales More homes were sold in May compared to May 2018 in Salt Lake and Davis counties, according to UtahRealEstate.com. In Salt Lake County home sales increased 5 percent year-overyear. In Davis County sales were up 10 percent. The gains followed a strong showing in April. Previously, sales had been down in Salt Lake County for six consecutive months (October through March).

The price of homes continued to rise. In Salt Lake County, the median price of homes (all housing types) sold in May was $348,989, up 9 percent compared to the May 2018 median price.

In Davis County, the median price increased 10 percent to $330,000.

In Salt Lake County, the median price of homes (all housing types) sold in May was $348,989, up 9 percent compared to the May 2018 median price. In Davis County, the median price increased 10 percent to $330,000.

Nationally, total existing-home sales were down 1.1 percent from a year ago (5.40 million in May 2018). The median existing-home price for all U.S. housing types in May was $277,700, up 4.8 percent from May 2018 ($265,100).

May’s price increase marks the 87th straight month of year-over-year gains.

Properties across the nation remained on the market for an average of 26 days in May, up from 24 days in April and equal to the 26 days in May of 2018. Fifty-three percent of homes sold in May were on the market for less than a month.

Realtor.com®’s Market Hotness Index, measuring time-on-the-market data and listing views per property, revealed that the hottest metro areas in May were Rochester, N.Y.; Fort Wayne, Ind.; Lafayette-West Lafayette, Ind.; Boston-Cambridge-Newton, Mass.; and Midland, Texas.

According to Freddie Mac, the average commitment rate for a 30-year, conventional, fixed-rate mortgage decreased to 4.07 percent in May, down from 4.14 percent in April. The average commitment rate across all of 2018 was 4.54 percent.

First-time buyers were responsible for 32 percent of sales in May, unchanged from the 32 percent the month prior and up from the 31 percent recorded in May 2018. NAR’s 2018 Profile of Home Buyers and Sellers — released in late 2018 — revealed that the annual share of first-time buyers was 33 percent.

All-cash sales accounted for 19 percent of transactions in May, down from April and a year ago (20 percent and 21 percent, respectively). Individual investors, who account for many cash sales, purchased 13 percent of homes in May, down from 16 percent in April and from 14 percent a year ago.

Distressed sales — foreclosures and short sales — represented 2 percent of sales in May, down from 3 percent in April and from 3 percent in May 2018. Less than 1 percent of May 2019 sales were short sales.

34 | Salt Lake Realtor ® | June 2019

Salt Lake & Davis County HOME SALES

Salt Lake County UP 5%

Davis County UP 10%

1,822

1,742

MAY 2018

MAY 2019

488

535

MAY 2018

MAY 2019

UP 10%

MEDIAN PRICE

UP 9% $348,989 $320,000

MAY 2018

$300,000

MAY 2019

MAY 2018

MEDIAN CDOM

UP 50%

8

MAY 2018

$330,000

MAY 2019

UP 114%

15

13 7

MAY 2019

MAY 2018

MAY 2019 June 2019 | Salt Lake Realtor ® | 35

REALTOR® Connections

On the Move Utah Key Real Estate-M.O.R.E. in Holladay announced the opening of its new office. Mary Olsen, who serves on the Board of Directors Mary Olsen of the Salt Lake Board of Realtors®, is branch broker.

The office welcomes Sylvia Farrer, Beverly Stoddard, Karen Mandahl, and Mandy Wessman.

Pictured: Members of the 2019 Charity Committee and the Spencer family.

American Dream Grant Awarded Bekah Spencer was recently awarded a $5,000 American Dream Grant by the Salt Lake Board of Realtors®. Bekah, who is a ninth-grade math teacher, and her husband, R.J., have three children, Mylee, Ailee & Spike, and purchased their first home in Brigham City. The family had been living in Bekah’s mother’s home in West Valley City the last few years, saving to purchase their first home. “This grant couldn’t have come along at a better time for this family,” said Melody Riches, an agent with Equity Solid and the Spencer’s Realtor®. “It is just what they needed to help them ease into this next phase of their lives.” The Charity Committee is giving away four $5,000 grants this year to help first-time buyers achieve homeownership.

Windermere Helps ShelterKids Windermere Real Estate Utah on June 7th held its annual Community Service Day at ShelterKids, an organization that provides emergency residential placement for youth (12 to 17 years old) that are taken into state custody for alleged abuse and neglect. More than 100 agents helped in the construction and installation of a new playground swing set, gazebo/pergola and other remodeling projects. Windermere also presented ShelterKids with a $15,000 check. The money was made possible by local Windermere real estate agents.

Every time a Windermere agent sells a home, a portion of the commission goes to the Windermere Foundation, a non-profit organization established in 1989. Each year, contributions from Windermere agents, combined with donations from Windermere employees and community members, have allowed the Windermere Foundation to support non-profit agencies dedicated to helping low-income and homeless families.

36 | Salt Lake Realtor ® | July 2019

Signature Real Estate Utah welcomes following agents: Yannick Abouo, Tara Alexander, Jared Anderson, Johana AranaAnderson, Janeen Best, Bernadette Brockman, Marci Cambell, Sally Carter, Jill Green, Jose Herrera, Jared Hunt, Tony Huston, Meg Jones, Jolene Lehman, Greg Raymond, Amy Rosevear, Melissa Schelin, Cassandra Wayman, Willy Weyher, Honesty Whiting, Shawna Schmaizl, and Mardi Henderson.

In Memoriam Thelma Young Glover, age 92, of Midvale, Utah, passed away peacefully on June 25, 2019, with her family by her side. Thelma was a Realtor® for roughly 20 years and worked for Preferred Properties and Eagar and Company. Thelma is survived by seven children: Linda (J. Lynn) Smith, Susan (Mike) Fransen, Brian (Lila) Glover, Greg (Cindy) Glover, Jeff (Margaret) Glover, Neil Glover, and Valerie (Dennis) Ashley. Her son Neil is a Realtor® with Coldwell Banker Residential in Sugar House. In addition to real estate, Thelma was a statistical typist, court reporter, secretary and entrepreneur. For many years she owned and operated Jenie Boys, a fast food restaurant located at 7200 South State Street.

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On Friday, June 7th, our Windermere agents, staff, managers, closed our doors and lent a hand to ShelterKids and the Christmas Box at our 35th annual Community Service Day. No matter what brokerage you are with, we couldn’t have done it without you. Every time a Windermere agent sides a deal, a portion of their commission goes to the Windermere Foundation, a non-profit organization established in 1989, which allowed us to give ShelterKids and the Christmas Box over $15,000 this year.

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