It’s easier said than done, but the most important thing to remember when working with a difficult client is to keep your cool. It can be tempting to scream or argue with a client who is being unreasonable, but doing so will only make the situation worse. Instead, try to remain calm and polite. This will diffuse the situation and make it more likely that you’ll be able to reach a resolution that satisfies both you and the client. Real estate agents certainly stay busy. Each day is fulfilling but demanding, between staging homes for sellers, visiting open houses with buyers, and meeting with clients to determine their real estate needs. Many real estate clients are gracious, considerate individuals looking to make the best decisions for their clients and their families. However, every real estate agent is bound to meet at least one difficult client during their lifetime. Even if you’re a real estate investor who enjoys the benefits of a real estate license, you might come across difficult people from time to time. When you face difficult clients, it’s important that you understand how to best work with them. Use the tips below for more information on the best ways to work with and satisfy difficult clients. It is easier
9. Get Ready for Emotions
As their real estate agent, be prepared to take on the role of counselor and help clients process their emotions. Clients can become emotional during real estate transactions, especially if they are not investors. Buyers may be looking for a family home, while sellers may be choosing to leave their current home. There may be many emotional ups and downs, which is why some clients have trouble making decisions or procrastinating. As their real estate agent, you may need to help clients process their emotions.
You should be prepared for emotional phases instead of being stubborn. Here are some additional tips for real estate agents dealing with emotional clients:
- Stay calm and professional
- Avoid arguing
- Listen and acknowledge the problem
- Offer to fix the problem
- Identify the reason behind the client’s behavior
10. Be Decisive
Good real estate agents should have empathy, but also need to set boundaries with their clients. You need to be clear about what services you provide and what you will and won’t do. It’s important to establish these expectations at the beginning of the relationship, so that there are no problems later on.
Some other tips that real estate agents can use in order to build trust with their clients include frequently asking for questions or concerns, and preparing them for worst case scenario outcomes as well as some of the challenges that may come up and how to deal with them. Some things that you need to set include:
- The preferred method of communication
- Preferred reports, feedback, or previewing of homes
- Necessary documents
- Services you provide
- Client’s obligations
The Bottom Line
Even though difficult clients are common in the real estate industry, it’s still important for agents to understand why they are being difficult. By taking a step back from the situation, agents can identify the type of client they are dealing with and react calmly.It’s important for clients to see their agent as an ally instead of an obstacle. By being patient with clients, agents can build lasting relationships with them.