A successful career in real estate results from a combination of expertise and hard work. A knowledgeable professional can assist their clients skillfully through even the most complex transactions. A hardworking agent makes a difference through acts such as shoveling a walkway before an open house or showing their clients 30+ properties before finding their dream home. Expertise and hard work not only demonstrate to clients that they are working with a professional that will strive to advance their clients’ best interests – these qualities also build trust between a Realtor® and the public they serve.
Realtors® understand that they are entrusted with their clients’ most valuable assets – their homes. When a property is listed for sale, listing and buyers’ agents work together to safeguard that property to preserve the trust that a seller has placed in the real estate industry. Because unauthorized access violations are both damaging to the reputations of all Realtors® and also incredibly easy to prevent, NVAR’s Professionalism and Ethics Advisory Group wants to remind NVAR members of several best showing practices to best serve your clients.
- Key passing can be costly.
- You have just finished showing a property to your clients. As you exit the property, another group is waiting to enter. Do you save them the time needed for you to return the key to the lockbox, and for the second Realtor® to then open the lockbox, by simply handing them the key?
- While providing the key to another Realtor® (even one you know personally) might seem like a simple courtesy, it puts you at risk because as the last agent to access the lockbox you are potentially responsible for anything that might happen to the property. Additionally, you do not know with certainty that the second agent has an approved showing appointment. The best practice is to require the second agent to enter their credentials into the lockbox.
- A home inspector (or another licensed professional) does not automatically substitute for a Realtor® who has been permitted to enter a property.
- The sellers have accepted your buyer client’s offer – yes! It’s time for the home inspection. You schedule a time for the inspection with the listing agent. On the date and time of the scheduled appointment, you arrive at the property to meet the home inspector (and perhaps your clients…) You access the lockbox and permit everyone to enter. Do you remain for the duration of the inspection, or do you leave the property in the hands of the home inspector?
- Unless you have received specific permissions from the seller or listing agent, you are expected to remain at the property. This is to ensure that the property remains in the same condition (including all windows and doors are locked) and that you return the key to the lockbox. The best practice is to make any necessary arrangements with the listing agent in advance to ensure that the access remains within approved terms.
- Access permissions are generally not provided to an entire real estate team.
- You are a member of the Rockstar Real Estate team. You receive approval for a showing request at a listed property. Unfortunately, you realize you have a conflict for that date and time. Thankfully, your team member is available. Should you provide this updated information to the listing agent?
- Absolutely. Without this information, a listing agent might notice an unfamiliar name in the access log and allege unauthorized access. It’s important to notify the listing agent if there is a change in who will be accessing/entering the property.
- Overlapping or concurrent appointments are at the discretion of the sellers and listing agent.
- The Spring 2024 market is HOT! You have secured your buyer clients a showing appointment at a newly listed property. You see a note in the “agent only” remarks that overlapping appointments are being approved. You arrive at the property with your clients and no one else is there – excellent! Two minutes later, another Realtor® arrives to conduct an approved showing with their clients. Should you permit them to enter or insist that they wait until you have finished showing the property to your clients?
- Trick question. You likely know this isn’t your call! If the listing agent (and the seller) have approved overlapping showing appointments, Realtors® cannot interfere. Everyone is experiencing the same market conditions and working together is the easiest for all involved!
What can you do if you observe another Realtor® who is not acting in accordance with the listing agent’s instructions? When it is appropriate to do so, communicating with that agent directly or through their broker should always be a first option. Sometimes there are genuine misunderstandings about the rules and how business practices are dictated by the same. NVAR offers alternative dispute resolution services in the form of the Ombudsman Program and mediation for parties who wish to engage the association without filing a complaint. Or, if needed, parties can file an ethics complaint against the Realtor®. For more information about these options, please visit: nvar.com/disputes.
In general, it is important to keep respect for the property and for the sellers at the top of mind when showing. Leave a property exactly how you found it! Were the lights on or off when you entered? Is a children’s playroom spotless with all toys shelved or put away? That’s how it should remain. If something goes wrong (e.g., there is a flooding issue caused by a sink overflow), let the listing agent know immediately!
Listing agents can also help prevent unauthorized access issues. Make sure the showing instructions are both clear and consistent between various sites and notices. While it may not be practical to completely remove valuables from a property, can you suggest reasonable solutions and compromises to your sellers? Is there a leaky faucet or stubborn blind that could cause a buyer’s agent some problems? Give them a heads up!
Accessing and showing properties is so important to the business of all Realtors®. The rules that are in place exist to protect everyone involved. The trust the public and your clients have in the real estate industry is incredibly important to your success. By adhering to these best showing practices, you will play a large part in protecting these important assets.
