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6 Useful Tips on How to Handle Irate Clients

Real estate brokers understand that some transactions do not go according to plan. Dissatisfied clients can get upset even over petty things. Sticky situations are a test of patience and can break or make a sale.

Here are 6 useful tips on how to handle irate clients:

  1. Your main objective is to serve the interests of your clients. When you encounter a tense situation, keep your cool. When your client is upset, he might not be thinking logically. Your goal is to appease him. Stay calm and assure him. Smiling may help, but carefully assess the situation, as he might get offended and claim that you are not taking him seriously.
  1. Do not take things personally. When you encounter an insult, let it pass. Remember, your client is not angry with you. It might be that he is just not pleased with your service. Let him vent out the negative feelings. However, while you need to be always polite, it does not mean you should take verbal abuse. If your client resorted to profanity, it is best to end the discussion. Make a graceful exit and ask to discuss things on another day.
  1. Listen to the outburst and do not let it get the best of you. Believe that the conflict can be solved.  Listen and think of the possible solutions to fix the problem. Listen patiently to the complaint since upset people want to be heard. They need you to recognize where they are coming from.
  1. Check your body language to show that you are paying attention. Keep a steady eye contact during conversations. Keep a welcoming demeanor.
  1. Express sympathy for unpleasant incidents; apologize if needed. Express respect and consideration to your clients. Once done with ranting, clients are likely ready to be calm. Regardless of whether or not it is your fault, gracefully offer an apology. A straightforward statement is often all that is required. For example, “I’m sorry you’re not happy with (insert the problem here). Let me see what I can do to make things right.”
  1. Ask your client about what he feels should be done or offer a fair and realistic answer to the problem. By doing so, your client might realize that you support him and that you are on his side.

After a rollercoaster-like transaction with an irate client, pamper yourself. Take a break. Remember that you should be service-oriented, putting the interests of your client before your own.

Do you know other ways on how to pacify an upset client? Share them to us on the comments section.

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