April 29, 2010

How to Handle Difficult Clients

In the real estate business you deal with a variety of people on a daily basis, so people skills are essential. Knowing how to interact effectively and navigate the landscape of different personalities makes life a lot easier. Nevertheless, there will be those days when someone comes along and pushes all your buttons all at the same time, drives you up a wall, and causes you to feel as if you absolutely might implode!

Case in point. I was negotiating a short sale a while ago. Part of the process involves keeping clients and agents updated on the status. So I sent an email to everyone involved updating them on my latest conversation with the bank representative. Part of the news was that the short sale was going to be further delayed. Big surprise. Well, the listing agent must have woken up on the wrong side of the bed that day or forgot to eat his Wheaties or something because within minutes I received a reply email laced with so many caps and exclamation points that my eyes were exhausted after reading it! Whew! So, how do you handle such bellyachers? Thankfully, I kept my cool and we were able to square things away amicably.

Here are a few tips to help you out in case you find yourself in a similar situation.

Listen
Give people an opportunity to air their complaint. Often, that will allow them to let off some steam. Be non-defensive. Don't interrupt, unless they lose their sense of decorum. In that case, politely ask them to tone it down. Ask questions to try to get to the root of the problem.

Stay Calm
Try not to let your emotions take over. Stay calm. Two hotheads are not better than one and likely will escalate the problem.

Empathize
Showing empathy lets clients know you understand how they feel, whether you agree with them or not. Be genuine. Assure them that their problem is important to you.

Determine Whether You Can Help Solve the Problem
If there is anything you can do to help the client solve the problem, then make the offer. Be willing to compromise, if necessary. Let the client know you will work diligently on his behalf. And if you made a mistake, accept responsibility, apologize, and assure him you will do what is necessary to make things right.

Using these strategies should help to diffuse the situation. As long as clients know you care, they are more likely to accept what you say and the situation can be resolved in a friendly manner.

Until next time.

Be well.

Posted by: shana@lakeviewtitle.com