I would like to think that I am the great real estate agent and when a client is angry at me or at our real estate situation, I often take that to heart. I know I shouldn’t take it personal, but I subscribe to the philosophy that my work is my life and I am extremely happy being a workaholic. Plus, you can say I am a little bit of a perfectionist, just a little.
As life would have it, there are times when in your business as it happens in mine’s, where you may not be able to make your client happy and you may have to defuse him or her from starting a fire.
Here are 4 Tips on How to Defuse an Angry Client:
Tip 1: Use the direct approach. Eat That Frog Quickly!
- Sometimes it’s not what you say, but how you say it!
- Admit you are wrong.
- “You are right, I am wrong! However, let’s move pass this and think about the best course of action.”
- “I am sorry. That was not my intention.”
- “I have something to say and I know it’s not going to make you happy, but there is bright side to this situation.”
- “On a lighter note. . . .
- “I am just as angry as you, but I have to remind myself to stay calm and remain level-headed.”
Tip 2: Real Empathy. Feel, Felt, Found approach:
“I know how you feel. I had a client that felt the same way, but what we found was. . .”
“I am just as angry as you are if not more!”
Tip 3: Call For Back Up
- “My broker and I have something to say to you.”
- “My broker would like to speak to you.”
- “Please contact your attorney. He has some information he/she would like to share.”
- Or simply ask your teammate albeit your referral partner like an attorney you recommended or loan officer to speak to the client on your behalf. “The client might receive the news better if it comes from you.”
Tip 4: Outline the Pros and Cons of Every Decision
I am a big am of outlining the pros and cons of decisions. This way, if the worse case scenario occurs, my client and I would have somewhat discussed what he or she might likely do in that situation or at the very least we would have talked about how they might feel. This strategy works best if you have great rapport with the client and know ahead of time their trigger points or what motivates them.
When all else fails, deflect until you have more information on how to resolve the situation. Asking or allowing yourself more time, time to gather your thoughts or research for a resolution is often time well spent.
How do you defuse an angry client?