Message Mishaps: Lessons in Communication from Real Estate Blunders

Lisa Naples, Berkshire Hathaway Homesale Realty • December 8, 2023

Have you ever sent a text or email only to realize as soon as you sent it that it went to the wrong person? I think it’s safe to assume that this has happened to most of us. I once sent a text to my daughter to tell her it’s time for bed. Except I sent it to a client instead. I hope they had a good laugh. Recently, on the same day, I received text messages from two separate clients with messages meant for their significant others. Thankfully, they were mundane messages and not embarrassing for either of us.


 Next, imagine you’re in the throes of a stressful situation with a client and you need to vent to someone. You text a friend to complain about your client, hit send, and then realize that you sent the message to your client. The message about your client was sent to your client instead of your friend. We’ve already established that it’s easy to send a text or email to the wrong person. How do you recover from this?


PAR hosted a webinar in October titled “Best of the Legal Hotline: And They Got Caught!”. This was a compilation of several actual and recent cases where agents were subject to disciplinary decisions by the Pennsylvania State Real Estate Commission for various acts of poor conduct.


 Case 7 was about a Salesperson who accidentally emailed the buyers about the buyers when the Salesperson intended to send it to another agent. The Salesperson wrote in the email that they were hoping the buyers were homeless for months since they were difficult in the sale. The buyers requested that the agent withdraw from the transaction. The Salesperson was fined $1,000 plus $590.29 in investigation costs, and they were assigned 10 hours of CE courses on ethics.



It’s a warning to all of us to not become an idiot when we’re stressed out. This business is stressful and some clients will be very frustrating to work with. Figure out how to deal with it without putting yourself in a position where your words will haunt you and jeopardize your career.


Case 8 involved texts mistakenly sent to a client. The agent sent 2 texts to clients trying to schedule an appraiser visit. Then sent 2 more texts, including racial slurs clearly directed at the client. The agent had meant to send these to a friend. The Broker fired the agent and released the client/sellers from their contract. The agent was handed a $4,000 fine plus $485.04 in investigation costs. They were given a 3 year license suspension that was immediately stayed in favor of probation, meaning the agent will be on probation for 3 years. They were also assigned remedial education as a term of the probation, to include the courses “NAR At Home With Diversity” and “NAR Fairhaven”.


I think this agent got off light. The moral of this story is not to suggest that agents shouldn’t put their racial slurs in writing. If you have the impulse to demean your clients with racial slurs, you have a lot more work to do than taking those two NAR courses. You have no business doing this business. The moral of this story is that there are real world ramifications to what can be a brief lapse of judgement, a short fuse, a minor complaint. When sent to the wrong person, it can cost you your license, and depending on what was said, it should.


You should know that you will invariably get frustrated by the decisions and behaviors of some clients. It’s part of the job. Sending a text or email in the heat of the moment to vent to someone could backfire in a big way if you mistakenly send your rant to the wrong person. In summary, these real-life examples underscore the importance of careful communication in real estate, cautioning agents to be mindful of their messages to prevent unintended professional ramifications.



Facts, opinions and information expressed in the Blog represent the work of the author and are believed to be accurate, but are not guaranteed. The Lancaster County Association of Realtors is not liable for any potential errors, omissions or outdated information. If errors are noted within a post, please notify the Association. Posts represent the author's opinion and are not necessarily the opinion of the Association.



Enhanced Title Insurance: More Protection for Your Home
By Wayne Angelo, Cross Country Mortgage and Bill Stull, Abstract Associates of Lancaster August 17, 2026
When purchasing a home, buyers often have the option of choosing either a standard or enhanced owner’s title insurance policy. Both policies protect the buyer’s ownership interest in the property, but the enhanced policy provides several valuable protections that go beyond the coverage included in a standard policy. The enhanced policy is available for purchases of one-to-four-family residences and condominiums when the property is being purchased in an individual’s name, rather than in the name of an LLC, corporation, partnership, or other entity. A standard owner’s policy protects against common title problems, including defects, liens or claims against the property, an unmarketable title, and a lack of legal access. The enhanced policy includes those protections while adding coverage for issues that are especially relevant to homeowners, including certain building permit and zoning violations, improper subdivisions, vehicular access problems, and structures that encroach onto the property after the buyer takes ownership. One of the most important added benefits is post-policy forgery protection. A standard policy generally protects against title issues that existed before the buyer purchased the property. The enhanced policy also provides protection if someone later forges the homeowner’s signature or creates a fraudulent deed that clouds the homeowner’s title. With real estate and identity fraud becoming an increasing concern, this protection alone can provide homeowners with valuable peace of mind. The enhanced policy also includes an automatic increase in coverage. The policy amount increases by 10% each year during the first five years of ownership, up to 150% of the original policy amount. This helps the coverage keep pace as the value of the property increases. In Pennsylvania, the enhanced policy is available for a one-time premium that is only 10% higher than the standard owner’s policy premium, with no annual renewal cost. At Abstract Associates, we believe buyers should understand the difference between the two policies before making their decision. For a relatively small additional cost at settlement, the enhanced policy provides broader protection that can continue to benefit the homeowner long after closing.
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Reverse Mortgage
By Wayne Angelo & Megan Brogna – CrossCountry Mortgage July 31, 2026
Most people think of a reverse mortgage as a way for homeowners to access the equity they've built in their current home. While that's certainly true, many Realtors are surprised to learn that a reverse mortgage can also be used to purchase a new home. What Is a Reverse Mortgage? A reverse mortgage, also known as a Home Equity Conversion Mortgage (HECM), is an FHA-insured loan available to homeowners age 62 and older. Instead of making monthly mortgage payments, eligible borrowers can use a portion of their home's equity to eliminate an existing mortgage, establish a line of credit, receive monthly payments, or simply improve cash flow. Borrowers remain responsible for paying property taxes, homeowners' insurance, maintaining the home, and continuing to occupy it as their primary residence. What Is a Reverse Mortgage for Purchase? A HECM for Purchase allows qualified buyers age 55 and older to purchase a new primary residence using a substantial down payment and a reverse mortgage—without the obligation of monthly principal and interest payments.* This program can be an excellent solution for: Buyers looking to downsize. Retirees relocating closer to family. Homeowners moving into a 55+ community. Clients seeking a home that better fits their retirement lifestyle. Buyers who want to preserve more of their retirement savings or investment assets. Instead of paying all cash for a home, buyers can finance part of the purchase through a reverse mortgage, allowing them to keep more of their liquid assets available for future needs. Why Realtors Should Know About This Program A Reverse Mortgage for Purchase can help clients: Increase purchasing power. Improve monthly cash flow. Preserve retirement savings. Purchase a home that better meets their long-term needs. Age in place more comfortably. For many older buyers, this financing option can make the difference between settling for a home and purchasing the one that truly fits their retirement goals. If you work with clients who are 55 or older, a Reverse Mortgage for Purchase may be worth exploring before they write an offer. *Borrowers must continue to pay property taxes, homeowners insurance, maintain the property, and occupy the home as their primary residence. The amount available depends on factors including the youngest borrower's age, current interest rates, and the home's value. Facts, opinions and information expressed in the Blog represent the work of the author and are believed to be accurate but are not guaranteed. The Lancaster County Association of Realtors is not liable for any potential errors, omissions or outdated information. If errors are noted within a post, please notify the Association. Posts represent the author's opinion and are not necessarily the opinion of the Association.
Mid Year Check In Realtor Calendar
By Missy Boots – Realty One Group Unlimited July 17, 2026
Whew! If you're anything like me, you blinked and somehow July is already halfway over. That also means we've officially crossed the halfway mark of the year. How’s business treating you? Maybe your year is right on track; if so - congrats! If you're holding your breath waiting for your transaction numbers to suddenly align with the goals you set in January, it's time to stop waiting and start resetting. It’s never too late! The beauty of this business is that January doesn't have a monopoly on fresh starts. In real estate, momentum can change surprisingly quickly. One listing can become three referrals. One conversation can lead to a transaction. The second half of the year has the potential to look completely different from the first. The key isn't wishing for a better year. It's changing what you do next. One of the most important mindset shifts an agent can make is to treat their business like a business. Business owners don't simply hope for better results. They create a plan, track meaningful metrics, review what's working, and adjust when needed. Your real estate business deserves the same level of intention. When you start thinking like the CEO of your business instead of just the salesperson in it, your daily decisions begin to change, and so do your results. So where to start? Ask yourself: How many meaningful conversations am I having each week? How consistently am I following up with past clients and leads? Am I asking for referrals? Am I visible in my community and online? Am I blocking time every day for lead generation? Many of us focus on results we can't control: closings, commission checks, or contracts signed. Instead, focus on the activities that create those results. Results lag behind consistent action. If you improve the actions, the numbers usually follow. Choose one or two meaningful goals for the next 3 months. Then identify the handful of weekly actions that move those goals forward. For example: Reach out to 5 people a day. Schedule three coffee meetings with your sphere. Host one open house every weekend. Post valuable content three times a week. Write five handwritten notes every Friday. Consistency beats intensity every time. Your calendar tells the truth. Look back at the last two weeks. How much time was spent on activities that directly grow your business? Admin work is necessary, but revenue producing activities deserve protected time on your calendar. While time blocking is considered a “bad” word to many, being in control of your time allows you to control your business. Schedule lead generation before you schedule anything else. Pick an accountability partner and share your weekly action plan with each other. Commit to checking in regularly and holding one another accountable for following through. Celebrate the wins along the way. When you accomplish the actions you set out to complete, reward yourself, even if it’s just an iced coffee with your accountability partner. Above all, don’t let a negative mind set deter you from forward momentum. Start small. Do the work. Finish big. Here’s to a successful 2026! "Success looks a lot like failure up until the moment you break through the finish line." – Dan Waldschmid “Today is always the most productive day of your week." – Mark Hunter
Home inspection guidance for REALTORS® helping buyers navigate inspection results, set expectations
By Ernest Homer, Homer Inspection Services June 19, 2026
Learn how REALTORS® can guide buyers through the home inspection process, manage expectations, address concerns, and keep transactions moving toward closing.
VA loan benefits and financing options for veterans, active-duty service members
By Dan Ranck, Mortgage Loan Officer June 5, 2026
Learn how VA loans work, their benefits for eligible homebuyers, and why REALTORS® and sellers shouldn’t fear offers that use VA financing.