As a real estate agent, you know when a client is going to be mad, happy, sad, or excited about some news coming their way. Whether it is good or bad, it is your job to tell them about all of the proceedings with the sale of their home, home purchase, or any and all paperwork that needs to be completed. Since most people do not understand the escrow process, you’re going to deal with lots of clients’ headaches as well as your own.
However, there are times when you are just fed up with an unruly client. Since 1/5 sellers are unhappy with their real estate agent, here are some ways, other than firing, that you can deal with an unruly client who you should have avoided in the first place.
1. Visualize Being Somewhere Peaceful
When you need to learn ways to work with an unruly client, the first thing you should do is think peaceful thoughts. If you’re at your client’s house, try visualizing being at the beach. If you’re sitting in a chair, pretend that you’re sitting on the sand at a nice beach somewhere. If that doesn’t work, just imagine that you are at home on your own couch. Whatever you do, just visualize being somewhere else to alleviate the stress your client causes you. However, make sure to listen whenever you and the client are moving forward with transactions.
You can also try breathing exercises and slowly repeating calming phrases to yourself like: “Relax,” “Slow Down,” and “Take It Easy.”
2. Utilize Better Communication Skills
This is probably the best tip to use when dealing with unruly clients or people in general. By saying things like, “I understand that you’re upset, but let me help you by . . .” or “I see how this makes you feel. What can we do to fix the problem?” By using kind and caring phraseology to help question and understand the client you’re speaking with, you will see a major change in the way a client responds to you.
3. Apologize Gracefully to Your Client
Under the event that you did something wrong, it is your duty to apologize to your client. No matter how big or small, some clients may grow angry over something that someone else couldn’t care less about. So it is your job to ease the client’s anger by doing your best to apologize to them for whatever mistakes you made—even if they were minor and/or not your fault.
4. Sympathize with Your Client
Try to put yourself in their shoes. Think what it must be like for someone who is buying a home for the first time, and they know nothing about the real estate world. Everything involved with the process of buying a home is going to overwhelm them, so try your best to understand where they’re coming from.
5. Don’t Take it Personally
This is a no-brainer. Don’t take anything that your client says personal. When they are mad, simply listen, and let it brush off your shoulder.
6. Find a Solution
This is the most important part of dealing with an angry or irate client. Find a solution through all of the arguing. Even if it is a small solution that will only be short term, you need to find something that will allow you both to see the light at the end of the tunnel: buying a home or selling one.
If you find that you are growing exhausted and frustrated with trying ways to work with an unruly client, then you can always fire them as a last resort. Now firing a client is not something to be taken lightly. Be sure that if you do decide to tell your client that you both should go separate ways, that they accept walking away from an agreement with you as their real estate agent.