Dealing with a Difficult Real Estate Client

21 June 2012

By Morris Real Estate Marketing Group

It happens to even the best agents. You work hard to attract great real estate clients with your Referral & Repeat Marketing program. Then, for some unknown reason, you end up with a client that is difficult to work with.A difficult client could be someone who makes unrealistic demands on you, is testy or unpleasant, doesn’t follow your advice, phones you too frequently or is otherwise disagreeable.

“Never allow a client’s behavior to bring out the worst in you.”

Here are some tips that will help make the situation easier — and may even create more referral and repeat business for you.

It could be situational.

Buying and selling a home is commonplace for you, but often a highly emotional experience for your client. So he or she may not be a difficult person in general, but is just stressed by the situation.

Look for ways to make the buying and/or selling process easier. Do a little hand-holding. It’s not uncommon for a client who was once labeled “difficult” to turn out to be someone you’d want to work with again.

Don’t let it turn you into a difficult agent.

Never allow a real estate client’s behavior to bring out the worst in you. Even if a client is angry or insulting, escalating a confrontation will only make things worse. Play the role of the rational professional in the conversation. Be calm, patient and clear.

Manage expectations upfront.

Often clients will become “difficult” simply because they don’t have a clear understanding of the process. They may think their home should sell in a few days when, in reality, most homes in their neighborhood are on the market for two or three weeks before they are SOLD.

Be sure to explain how things work upfront. Be realistic about viewings, offers, open houses, and especially selling prices.

Hopefully, a difficult client won’t come your way too often. But when he or she does, these tips will help.

Takeaway point: Difficult real estate clients should bring out the best in you, not the worst.

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