Four Years Later and I'm Still Making This Client Happy

Real Estate Agent with Long and Foster REALTORS®, Gainesville, VA VA License # 0225089470

Four Years Later and I'm Still Making This Client Happy

In Virginia, our real estate board only requires us to hold onto transaction files for three years.  I learned several years ago that the statute of frauds is five years.  Since then, I hold onto my files for at least five years.

While in the office this afternoon, a new construction buyer from 2014 called.  She and I have become friends in the time since then, so hearing from her is not unusual.  When the phone rang today and I saw her name on my phone, I answered by greeting her by name.  Her response was an equally enthusiastic, "I love it when I call and you answer the phone."  

It would have been great had she been calling socially, but she's going to court tomorrow involving damages to the home she bought in 2014 with me.  During an overseas stint with her job, she rented out the home.  Long story short, the property manager screwed up by taking too much security deposit, which was liquidated for damage done to the carpeting and other parts of the home.  Apparently, the tenants lived in the property very hard.  Somehow, the property manager threw her under the bus and the tenants are suing her.  

My 2014 buyer had been trying to get the cost of the carpet from the buyer for two weeks and had been getting the run around.  She sighed, "Do you still have the contract and options list from when we bought?"  Are you kidding?  Of course!

Within fifteen minutes, she had the complete options worksheet, including costs for the carpeting in the rooms that needed replacement.  Her response, "I should have known to call you first.  Of course you had it.  Drinks are on me next time we get together."

Making life easier for my current and past clients is what I do.  When they show appreciation for the very simple things I help them with, it makes my day.  



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J.R. Schloemer, CRS
Kentucky Select Properties - Louisville, KY

Great job Chris Ann Cleland! I know things can get hectic keeping up with things for clients. Luckily, you had what was needed to help your client, and luckily electronic document retention can make things even easier for us to meet & exceed expectations.

Apr 26, 2018 09:11 PM #1
Michelle Carr-Crowe-Top 1% Diamond Certified Real Estate Team Sells Cupertino San Jose Homes-Just Call 408-252-8900
Get Results Team...Just Call (408) 252-8900! - San Jose, CA
Family Helping Families Buy & Sell Homes 40+ Years

Super job Chris Ann Cleland! How great you could pull that document quickly for her.

Apr 26, 2018 10:07 PM #2
William Feela
Realtor, Whispering Pines Realty 651-674-5999 No.

I have every file I have ever done.

I have had clients call me from as  much as 10 years prior asking for info.    It has lead me to additional sales because of this practice.

Apr 27, 2018 02:09 AM #3
Barbara Todaro
RE/MAX Executive Realty - Franklin, MA
"Franklin MA Homes"

Good morning Chris Ann Cleland that's a smart move to keep files longer than 3 years out... I did 10 years and was thankful I did when the present homeowner (buyer back then) called to list...I had everything filed by the buyers last name since they would be the new seller....

Apr 27, 2018 03:29 AM #4
Kat Palmiotti
Grand Lux Realty, 914-419-0270, - Monroe, NY
The House Kat

Of course you had it! Clients can call years later for info. I had a previous client call me yesterday to ask if there was any chance I had a specific data point for a lease she signed a while back. As she started asking the question, I was already pulling up the electronic file and when she finished asking, I said, "Sure, are you ready for that info?" 


Apr 27, 2018 04:13 AM #5
Curtis Van Carter
Better Homes & Gardens Wine Country Group - Yountville, CA
Your Napa Valley Broker Extraordinaire

Chris Ann

This is the type of service great agents give. One suggestion if you don't already do it, I burn a dvd for my clients of everything except emails and other company info at close and give it to them. I burn a separate dvd for me with everything. This way I don't have to wait for the company to send me the info. cheers cvc

Apr 27, 2018 08:18 AM #6
Elizabeth Weintraub Sacramento Real Estate Agent, Top 1% of Lyon Agents
Lyon Real Estate - Sacramento, CA
Put 40 years of experience to work for you

Hi Chris Ann: I keep paper docs for 5 years but my digital files go back to 2003. Like many who have replied, I've had clients call to ask about a closing statement, for example, or an old HUD, and I have it on my screen and emailed to them before they finish explaining what they want.

Apr 27, 2018 08:41 AM #7
Myrl Jeffcoat
GreatWest Realty - Sacramento, CA
Greater Sacramento Real Estate Agent

Like Curtis has mentioned, I too burn DVDs for my client of all relative files to the sale.  I also keep my records and files, longer than recommended.

Apr 27, 2018 10:31 AM #8
Myrl Jeffcoat
GreatWest Realty - Sacramento, CA
Greater Sacramento Real Estate Agent

CONGRATULATIONS Chris Ann, on having this blog FEATURED in the Old Farts Club group!    

Apr 27, 2018 10:32 AM #9
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

Not only did you have what she needed, you provided it in lightening fashion. Well done!

May 09, 2018 05:22 PM #10
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Chris Ann Cleland

Associate Broker, Bristow, VA
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