Articles

For agents who deal with distressed (foreclosed) property listings, at some point they will encounter the task of offering relocation assistance (also known to as "Cash For Keys") to an occupant who is facing eviction/lockout.  Dealing with someone who's facing this can present quite a test to the agent who has the responsibility to execute this task.  What can help an agent to handle this situation with care, resulting in hopefully the best and safest outcome?  While there is no guarantee of how a person will react when facing this difficult ordeal, there are things that agents can do to help keep the situation as calm as possible.  These things are to be kind, be communicative, be helpful and of course be safe.

Be Kind

As stated, when a person is facing eviction, there are a so many emotions that may plague them: where will they go? How will they have a place for their family? etc. Therefore it's important that agents treat these people with kindness. Even though they may be very upset, oftentimes they know we're not necessarily to blame.  However they may see us as the only connection to the party that's having them removed from their beloved home.  Therefore it's important that we be kind and understading, resisting the urge to retaliate.  This can go a long way in keeping the situation as calm as possible.

Be Communicative

It is important that from the very moment the task is assigned, the agent must immediately begin trying to make contact with the person.  This could mean visits to the property, phone calls, letters, etc.  The agent must have systematic, documented proof of every attempt to reach the person.  Once the agent has made contact, it is best to make sure the person clearly understands the issue before them. There must be no ambiguity regarding the gravity of the situation.  They must know proposed deadlines, expectations of how the property must be left, what will be done on the day the 'cash for keys' will take place, etc. Be very clear and upfront with them.  That said, it is usually best to stay on task and avoid using words like "if you don't do this, you will be evicted" or "the bank is actively pursing eviction".  Avoid inflammatory words and stick to the current task at hand, which is working to obtain a written agreement for relocation assistance.

Be Helpful

As stated earlier, an eviction/lockout can be one of the most difficult things a person may go through in life.  Therefore, it would be good for the agent to provide alternatives to help the person.  This might include provide the contact information and websites to various housing agencies that serve that area.  If you know of owners of rental properties, perhaps you can give them their contact information to see if they could possibly arrange a lease agreement.  The key is to make it very clear that your goal is not simply to put them out. You want to be a housing resource for the person if possible.

Be Safe

Of course, even the best and most kind approach may still result in a person responding angrily or violently.  This can happen either when you first make contact or it could happen on the day the exchange takes place and the agent finds that the house does not qualify due to not meeting the standards laid out in the agreement.  Whatever case, NO situation is worth your life!  If you feel that you or the safety of your team is threatened, leave the premesis as soon as possible.  Also, if necessary, do not hesitate to reach out to law enforcement.  Your safety is the highest priority.

It is true that executing a task for relocation assistance can be challenging. However, being kind, communicative, helpful and safe can go a long way in successfully completing this task to your client's satisfaction as well as helping the person facing eviction as much as possible.