I have to agree with Barbara along with perhaps a family intervention.

get a dumpster delivered.....

I would refer it out to someone else.  My listings are a reflection of my business.

I told one to move out - move ALL the stuff out - new flooring - new paint then call me.  

Jeff - it depends:

if they are a seller --- a frank discussion needs to take place -- how we live everyday needs to change when a home goes on the market for sale.  That home is now a house and a product and it needs to be merchandised.  Some will get, some don't -- often professional assistance is needed.

if they are a buyer -- find them a place to put all that "stuff".

If it's extreme it's way beyond your capabilities.  Adjust the price accordingly after you speak to a sane relative.

Tell them they have to get it thinned out. Buyer do not respond to clutter favorably and will reflect it in a lower offer. 

Set the expectation up front. If the house is not show ready I do not want the listing.

Try to explain the importance of decluttering.  You can have a pod delivered to your driveway, you can fill it up and they take it to a storage facility.

It happened and I spoke nicely with the woman and told her what had to be done. She did not do it so I moved on and did not take the listing, it was horrible.

Some hoarders need professional help and many are never cured.

Investors are ready to purchase these properties with deep discounts. Or, they will be cleaned out after going to foreclosure.

I just had one and had to get family in to help...

Actually hoarding is a serious mental illness that cannot or should not be confronted directly. I had one client and I recommened getting  2 storage lockers and recommened to spouce not afflicted to start putting items in both lockers but one was designated as garbage and the other one as items they wanted saved . In the end the stress of thinking about moving was enough to cancel the listing . 

If this is a listing, I would tell them they have two choices -- address the issue, or lower the price significantly to compensate for the condition of the home.

I would ask if they are willing to hire a service like yours. The problem is usually deeply ingrained and requires outside intervention, someone else handling most/all of it for them.

What do I do?

First, understand this situation exceeds the ability to discuss rationally with the client.

Second, understanding the reality, you call your investor network, First Look, or sweat equity buyers.

Third, you do not disrupt the seller client (hoarder) by requiring them to change their way of life. Leave that for resolution in their next chapter.

As you know, clean out services are often needed. However, you will most likely need to change your business model to get my business.

It is hard, even after the mess is gone, there is sometimes so much repair to do. In my experience that mess/cluter may also come back really fast depending on the person.

Make it a longer escrow so they can get their stuff out of there. I have 2 clients like that now - although I wouldn't call it "hoarding" just a lot of stuff that hasn't moved in years. With these clients, unless they move out before they put the home on the market, in my experience, you can't even get them to "declutter".

It depends on their schedule. You need patience,  a truck, and sometimes a dumpster. I'm working with one now. Get rid of all trash first to give you room to work. Star separating things they must keep  from things they don't care about. Take things they don't care about to auction or salvation army store, etc. Keep widdling it down to a managable level........