While most client homes are just fine, sometimes a real estate agent can turn up at a home that’s less-than-perfect. Cluttered with laundry piles, unwashed dishes, and general chaos, it would certainly not be the dream listing hoped for. In September, a viral TikTok video brought this all-too-common challenge into the spotlight, showing a property so messy it left viewers stunned. With over 140,000 views and coverage in major South African news outlets, it’s clear that the video struck a chord with viewers.
When a home makes the skin crawl, it can feel like an uphill battle to present it in a way that appeals to potential buyers or renters. But with the right approach, messy listings can be managed successfully. Prop Data turned to local property experts for their take on the video and how they’d transform a messy space into one that’s ready to shine on the market.
When a client’s demand outweighs cleanliness
While viewers were shocked by the state of the property in the viral TikTok video, some couldn't help but wonder why the estate agent would list a home in such a condition. Sadly, estate agents often find themselves in tough situations with their clients, where they have little choice but to move forward with a listing. “Sometimes the seller or tenant is simply not prepared to put the property in order,” says Lawrence Toendepi, Principal at LJT Properties. “The estate agent’s last resort is to take pictures of the property as it is and hope potential buyers will be able to see beyond the clutter and make an offer.”
“It’s possible the agent took the mandate begrudgingly or the home had difficult tenants in it that refused to allow the agent to tidy the home,” suggests Aaron Grant Ruiter, General Manager at Harcourts Rhino. “The agent may be a rookie with a company that does not offer comprehensive training and support. None of which, however, are acceptable reasons for a reputable agency such as Harcourts Rhino.”
Almost everyone’s seen a messy home
Whatever the reason for showcasing the property, the reality is that most property practitioners would be put in a similar situation at some point or the other. Prop Data’s September poll found that 91.4% of estate agents have encountered a truly messy home while on the job. “The result doesn’t shock me,” says Toendepi. “While thankfully the majority of my listings have not been that messy, I have had my fair share.”
Ruiter believes factors, such as tenant behaviour, time constraints, and personal circumstances, can contribute to a property’s condition and result in an unpolished listing for real estate agents. “This underscores the importance of empathy and professionalism in our roles,” he emphasises. “It’s crucial for estate agents to approach these situations with understanding while also highlighting the potential of the property to prospective buyers. This balance of transparency and positivity is key to maintaining trust and ensuring successful transactions.”
Tactfulness can encourage tidiness
When it comes to encouraging clients to spruce up their homes, a direct approach can sometimes backfire. Many clients take pride in their spaces and may feel hurt or offended if they perceive any critique of their living conditions. “This is always a challenge as the sellers or renters in most instances are used to their state of clutter,” acknowledges Toendepi. “To appeal to them, I highlight my expertise as an estate agent and indicate to them that in my experience, if they want the home to sell, they have to declutter and carry out minor repairs in addition to pricing the property correctly.”
Ruiter says property practitioners should approach clients with empathy and understanding, acknowledging their personal space. “At Harcourts Rhino, we emphasise the benefits of decluttering for potential buyers and offer practical advice,” he says. “Showing them before-and-after photos of other properties can illustrate the positive impact.”
With fresh eyes, sellers can envision how others will perceive their properties and make efforts to declutter and clean before a listing. Toendepi says he gently encourages them to imagine the property has been sold and they have to move out immediately. “They’re put in a position where they have to consider what items are important to them and would be kept and what would need to be disposed of right away. Above this, I also encourage them to carry out minor paint jobs and repairs.”
“Of course, not everyone is up to heavy-duty cleaning, so we also suggest professional cleaning services if needed,” says Ruiter. “It's all about being supportive and respectful, making them feel comfortable throughout the process. If they are still overwhelmed, we offer to assist them in cleaning and decluttering their homes ourselves.”
Getting a tenant to straighten up their act
Homeowners are typically motivated to keep their spaces clean because they have a personal stake in the sale. Tenants, however, may not feel the same incentive, which can make it trickier to ensure a presentable home before a showing. “When tenants are less invested in upkeep, we emphasise open communication and cooperation,” says Ruiter. “We reach out to tenants respectfully, explaining the importance of maintaining the property for viewings. We offer professional cleaning services, to make the process easier. If the tenants can be shown the benefit to them is less disruption, they then often comply.”
Toendepi says a bit of persuasion can go a long way. “I always emphasise the inconvenience to the tenant of having many buyers come to view and how cleaning can minimise this intrusion,” he shares. “If they make their homes presentable, the sooner it will sell and the sooner the visits from estate agents and potential buyers will come to an end.”
Presenting homes when cleaning isn’t an option
When a home is overwhelmingly messy or a client faces tight deadlines, extensive cleaning may not be an option. In this case, Toendepi believes using some elbow grease can help estate agents get a handle on the situation. “I try to at least make sure the beds are made up without any visible clutter as this is usually the focal point of a room. Sometimes you just need to move unsightly items around so they don’t crowd your shots.”
According to Ruiter, strategic photography and editing can also save the day. “We focus on unique selling points like stunning views and architecture if the home isn’t up to scratch. Lighting can also make a big difference. We also do a lot of post-photoshoot AI-editing of photos to remove clutter and unwanted items from the photos we take."