Purchasing a home can be a stressful situation for both the buyer and seller; it’s one of the largest investments a person will ever make. As a real estate professional, you’re in the middle of this transaction where a client could turn from delightful to difficult and how you deal with it could either make or break your deal. You can easily combat these types of clients by arming yourself with these simple tips to help you foster a better relationship.
Listen
Your client just wants to be heard. Take a moment to listen to your client’s opinion and then repeat back your understanding of what you’ve comprehended. Using phrases such as, “I want to make sure I am understanding you correctly,” whether it’s justified, or not, hearing their request from a different perspective could help them be more accepting to the voice of reason.
Educate
Be pro-active before the situation becomes difficult. Your client may not be aware of the ins-and-outs of a real estate transaction. Their confusion could lead to frustration, which leads to an unpleasant experience for you. Take time in the beginning to lay out what’s expected, but also ensure you ask for their expectations as well.
Adjust your mindset
Put yourself in their shoes. Moving is stressful, especially considering a home is one of the biggest investments a person will ever make. Get to know your buyer or seller by asking questions about their situation. For instance, they could be downsizing at a difficult time or expanding to a bigger home because a baby is on the way and are feeling the financial pressure.
Offer solutions
Be open to their feedback. Ask them to identify how they would like to solve the issue.
Should you walk away all-together
Similar to negative online reviews, taking the conversation offline as soon as possible is often the best choice. It is very easy for clients to voice negative opinions online, and for those opinions to spread. Taking the conversation offline diffuses anger, enables stronger communication, and proves that you genuinely want to solve the problem.
There will be some situations where a client is unmanageable and you’ve tried your best to diffuse the situation. At this point, you’ll need to decide if you should let that client go, especially if it gets to the point where they’re taking time away from your other clients. At the end of the day, you want your clients to find their perfect home and be happy with your services.
