Most of your clients will be pleasant to work with. They have an idea of what they want and will rely on you to help them find it. It’s not always easy, but you’ll work with them to find a property that matches their needs in most cases. However, there are those rare times when you get a client that’s a real problem.
Difficult clients are the worst. If you are like most real estate agents, your natural instinct is to assist them no matter what. That is easier said than done. Troublesome clients keep some property professionals awake at night as they try their hardest to make the best of a tough situation.
Here are a few steps you can take to try when working with a difficult client. They aren’t easy but may be the only way for you to get some peace of mind.
1) Be honest
Honesty is the best policy even if is not the easiest path to take. Difficult clients often make unreasonable demands or behave in inappropriate ways, such as calling you late at night or early in the morning. The easy thing to do is put up with it, but that only empowers them to do it again.
When a difficult client does something that crosses a line, say something. You don’t need to be angry or hostile about it. Simply be firm, let them know what they have done and why it upsets you. These conversations aren’t nice, but the results are often positive.
2) Get them to make concessions
Difficult clients often want the stars and the moon even when it is not possible. You are probably used to negotiating over price with sellers, but sometimes you will also need to haggle with your own clients when they make demands that aren’t realistic.
If they want a certain location but don’t have the budget for it, you are going to need to them to make a concession. Your best bet here is to get creative and find workable solutions that minimize whatever concession they have made.
3) Don’t be afraid to walk away
There are some clients that are just too difficult to help. Your time is valuable and investing it into a client that doesn’t want to be helped is a bad business decision. It is okay to dump a difficult client when you aren’t making progress on assisting them. Focus on those people who actually want your services and help them find the right property.