Eight tips that can help you deal with your difficult clients.
Today I’m covering a topic that most agents have trouble dealing with: difficult clients. I have a few tips I’ve learned over the years that can help you handle those tricky clients:
1. Listen. Close your mouth and listen to what the client has to say, even if they’re ranting. Make sure you take notes too.
2. Ask questions to confirm what you heard. This lets them know that you’re listening and that you truly understand what the issue is.
3. Be sympathetic. Agree that the client has an issue of some sort. You don’t have to agree that what they’re saying is correct, but accept that they are upset.
4. Collect all the facts. Once you understand the problem, gather more information about it. If you don’t have the answer, let the client know you will find it. Do not make the answer up; do not placate them.
5. Be sure of your answers. Difficult clients like to argue around the point. That’s why you need to have the information to back up the facts you’re presenting to them.
6. Do not get emotional. Most difficult clients are emotional, but you shouldn’t be. They have hired you to be an advisor; they need you to stay clear-headed and calm.
7. Handle it. Don’t avoid the problem. Keep answering your phone and responding to the client’s texts.
8. Don’t rely on text or email. Sometimes you need to pick up the phone or have a face-to-face conversation.
If you can handle a difficult client well, you will earn their business for the rest of your life. They might even refer tons of people to you. Understand that many difficult clients are hard to work with because of their situation. Something might be happening in their life that you do not know about.
If you have any questions about these tips for the real estate business in general, feel free to call or email me or my team. We would love to help.