Developer Theft: How to Stop Your Buyers From Being Stolen
Every agent has faced this nightmare: You spend days generating a serious prospect, take them to the developer’s sales gallery, register their name, and give your full presentation. Everything looks promising.
A few weeks later, you find out the buyer purchased the unit—through the developer’s own staff. The developer claims, "You didn't close the case; our staff did."
And just like that, your commission vanishes.
Why This Commission Conflict Still Happens
In-house sales teams operate on one key performance indicator (KPI): closing deals. Even if you bring the lead, the developer's staff may claim credit the moment the buyer walks in without you.
While registration is supposed to protect you, developers can find easy excuses to bypass it: "The buyer didn't mention your name," or "You didn't follow up properly."
This is a recurring problem, but it is one that can be prevented with structure and evidence.
Your Immediate Action Plan
Never confront the developer’s staff directly. This often turns into an emotional argument that leads nowhere.
Instead, immediately bring the issue to your agency boss or project in-charge. Let management handle it professionally.
Agencies working with developers should always have a pre-agreed Standard Operating Procedure (SOP) that defines:
- Registration validity period.
- Commission entitlement rules.
- Conflict resolution process.
If your agency didn't set this up, your current issue is a vital lesson for your team's future protection.
How to Prove Buyer Ownership (Your Digital Trail)
Developers only respect evidence, not stories or complaints. You must proactively build a clear digital trail demonstrating that the buyer originated from your effort.
Here is the essential documentation you need:
- Lead Generation Records: Keep screenshots of your ads, platform timestamps, and initial messages showing the buyer's first inquiry.
- Conversation Proof: Maintain WhatsApp or email threads confirming the specific viewing appointment or meeting arrangements.
- Sales Gallery Registration: Always take a clear, time-stamped photo of the registration form you filled out, ensuring the date, time, and buyer's name are visible.
- Written Follow-Up: Immediately after bringing the buyer, send a brief message to the developer’s staff summarizing the visit.
Example message: "Hi [Name], thank you for receiving my buyer, Mr. Tan, for Unit X. I’ve registered him under my name, so please update me once he makes any progress."
That single message can be the document that saves your commission later. If you can show clear proof of introduction, presence, and registration, the developer has no credible excuse.
Preventative Structure for Future Deals
Smart agents and agency leaders can foresee and prevent this conflict with better habits and systems:
- Get Written PIC Confirmation: Whenever you register a buyer, ask the developer's Person-In-Charge (PIC) for a simple written acknowledgement, even a quick WhatsApp reply like, "Noted, buyer registered under your name."
- Use Automated Systems: Use your agency’s CRM or ERP system to track buyer introductions and timestamps automatically, leaving no room for dispute on who was first.
- Stay With Your Buyer: Avoid leaving the buyer unattended, especially during the first few moments at the gallery. Many disputes occur because agents leave early, allowing in-house staff to take over and claim the credit.
- Educate Your Client: Build enough rapport to politely tell the buyer: "If you decide to buy, please ensure you mention my name to the staff so the sales record stays correct. I've been assisting you since the start." Genuine clients will respect this.
Final Thought: Documentation Is Your Only Shield
The unfortunate truth is that verbal promises are often meaningless in high-stakes project sales. Developers prioritize their bottom line, not your individual effort.
A professional agent doesn’t rely on sympathy; they rely on evidence.
Build trails. Keep receipts. Secure acknowledgements.
The moment you can prove ownership of the buyer, your commission becomes defensible, not negotiable. Next time you bring a buyer to a project, remember this mantra: Trust your professionalism, not their promises.
