Real estate clients like to know what's coming, for better or worse. Any surprises along the way ought to be pleasant ones ("Hey, we got an offer sooner than we thought we would! Wow, Katie, you're the best!"). But despite our most careful planning and preparation, bad things happen that we could not have predicted.
The whole reason Realtors exist is to provide professional, neutral representation to someone who is entering one of the biggest financial commitments in their lives. Under the best of circumstances it's a big emotional event for the client. The point in a business deal when things start to go south is a critical crossroads. Stakes are high for both you and the client, and emotions naturally spike. As they say in the sports world, this is when **** gets real.
When you see your irate client's number come up on your phone, you will want to reject it with every bone in your body. Answer it. In fact, as soon as you get wind of a problem, beat them to the punch and call them. Communicate relentlessly, even if you have no new information. Your client might just need to blow off some steam. Don't take any abuse, but if they need to talk, you should be ready to listen.
In the end, if you do it right, that troublesome transaction is apt to yield the most loyal clients. Martin Luther King, Jr. summed it up well:
"The ultimate measure of a man is not where he stands in moments of comfort and convenience, but where he stands at times of challenge and controversy."
No comments:
Post a Comment