BIC TIP #1163: Real Estate Agents, Document for Success
If Stephen Long had to boil his broker-in-charge wisdom down to three words, these might be the ones: document, document, document. Whether you are an agent or a consumer, it is up to you to create the paper trail. Phone calls are fast and convenient, but memories fade, details shift, and “I never said that” has ruined more than one good transaction. The fix is simple, and it starts with four words: “Per our conversation…”
The Magic of Per Our Conversation
Stephen teaches his agents to follow up every meaningful phone call with a quick text or email that begins, “Hey, per our conversation…” and then recaps what was discussed and agreed. It takes two minutes. It can save you two months of headaches.
A lot of conversations happen on the phone that never get fully communicated to the client, or that nobody can recall accurately later. Putting it in writing turns a fuzzy memory into a clear record with a date and time attached.
Make Sure What You Heard Is What They Heard
Documentation is not just about covering yourself. It is about clarity. When you send that recap back to the person you spoke with, you give them a chance to say, “Actually, I meant Tuesday, not Thursday.” That small correction can prevent a big misunderstanding.
If writing a recap is not practical in the moment, keep a call journal. A simple note that says on this day, at this time, we spoke about these items is far better than nothing. The goal is that everybody ends up on the same page, literally.
Two Number One Complaints
Stephen puts it this way. The number one complaint against brokers is lack of communication. The number one complaint from your broker-in-charge is lack of documentation. Notice how neatly those two problems solve each other? Communicate clearly, then document that you did.
When a dispute does come up, the broker with the written record is in a much stronger position than the broker who says, “I am pretty sure I told them.” Your broker-in-charge cannot help defend a conversation that only exists in your memory.
The Practical Takeaway
Build the habit today. After every important call with a client, a cooperating agent, a lender, or an attorney, send a short “per our conversation” text or email, or log it in your call journal. Please, please, please document everything. Your clients will be clearer, your transactions will be smoother, and your broker-in-charge will sleep better.
This BIC Tip is general real estate education for licensees and consumers, not legal, tax, or financial advice. Rules and forms change, so verify current NCREC rules, MLS rules, and standard forms, and consult a North Carolina attorney or qualified professional about your specific situation. See Disclaimers & Disclosures.
Mortgage topics are discussed for general education only and are not a commitment to lend or an offer of credit. Stephen Long, NMLS #2795861, Keller Home Loans, a division of Mutual of Omaha Mortgage, Inc., NMLS ID 1025894. Equal Housing Opportunity.
