The call

How to handle a seller who brings up a past bad experience with an agent

When a seller brings up a past bad experience with an agent, it's a chance to build trust and show you operate differently. Listen actively to his or her story without judgment, and focus on validating his or her feelings while subtly positioning your value.

October 18, 2026 · 3 min read

Listen and validate, do not defend

When a seller starts talking about a bad experience with an agent, your first job is to listen. Let him or her get it all out. Do not interrupt, do not offer solutions yet, and certainly do not defend agents as a whole.

His or her feelings are valid, regardless of the details. Respond with empathy: "That sounds incredibly frustrating," or "I can understand why that would leave a bad taste in your mouth." This validates his or her experience and shows you are on his or her side, not against him or her.

The goal here is to build rapport. He or she is giving you valuable insight into his or her fears, expectations, and what he or she wants to avoid. Take notes on the specific pain points he or she mentions.

Understand the root of his or her frustration

Once he or she has finished, you can gently probe to understand the core issue. Was it communication? A listing price that was too high? Pressure to make repairs? A lack of transparency about fees or the process?

For example, you might ask, "What specifically about that experience made you hesitant to work with an agent again?" or "What did you feel was missing from that process?" This gets him or her to articulate his or her needs without you making assumptions.

The more you understand the specific issues, the better you can tailor your approach to address those past pain points. This shows him or her you are different and genuinely care about his or her situation.

Differentiate your process from an agent's

Now you can gently highlight how your process differs from a traditional agent's. This is not about badmouthing agents; it is about explaining your unique value proposition as an investor.

If he or she complained about open houses and strangers walking through his or her home, you can say, "Well, with us, it is just one quick visit, and we buy as-is, so you do not have to worry about showings or repairs."

If he or she mentioned high commissions, explain that you buy directly and there are no commissions involved. Focus on the benefits that directly counter his or her past negative experience. For more on what to say, see /learn/first-call-with-a-motivated-seller.

Rebuild trust through transparency and solutions

Transparency is key to rebuilding trust. Be upfront about how you operate, what to expect, and what your offer process involves. If he or she expresses concern about being pressured, reassure him or her that you move at his or her pace.

Offer specific solutions to his or her stated problems. If he or she hated making repairs, emphasize your as-is purchase. If he or she felt left in the dark, explain your clear communication process.

By directly addressing his or her past frustrations with concrete benefits, you show him or her that you understand his or her needs and are committed to a smoother, more respectful transaction.

Red-flag scenarios and when to walk

While it is good to empathize, be wary if the seller seems to just want to endlessly vent without moving towards a solution. Your time is valuable, and you are there to solve his or her property problem, not to be a therapist.

If the seller's negative experience has made him or her so distrustful that he or she cannot engage constructively, or if he or she attributes bad intentions to every question you ask, it might be a sign to walk away.

Sometimes, a seller is just not a good fit for your process, no matter how much you try to build rapport. Recognize when your efforts are not yielding progress and focus on leads that are more receptive.

Questions people ask

Should I badmouth agents?

No. Never badmouth agents or any other professionals. Focus on explaining how your process is different and beneficial to the seller, without demeaning others.

What if he or she just wants to vent?

Allow him or her to vent briefly to build rapport, but gently steer the conversation back to his or her property and his or her motivation to sell. You are there to buy a house, not to listen to a therapy session for the entire call.

How do I get him or her back to talking about selling?

After validating his or her feelings, you can transition by saying something like, "I appreciate you sharing that. My goal is to make this process as smooth as possible for you. Can you tell me a bit more about what you are hoping to achieve by selling this house?"