Are you a Billion Dollar Agent? Will your goals take you there?
Wednesday, February 3, 2010
Tackling the Difficult Client Dilemma
Every real estate agent has dealt with a difficult client. There is really no way around it. How you handle tough clients is a great indicator of your overall abilities as an agent. Billion Dollar Agents know how to handle all types of clients. They understand that in the end, it is all about customer satisfaction. No matter how difficult the client is, you have to make sure they are happy while also doing your job to the best of your ability. Here are some common types of difficult clients and how you should handle them:
The “I know everything” Client - This client seems to know everything about everything. You can't tell them anything because they already know it. They want things done their way and won't accept any suggestions that deviate from what they want. The best way to handle this type of client is to be agreeable and let him see you are impressed with his knowledge about things. To get him to work with you come at him with hard proof about anything you disagree on so he has a very tough time disputing what you are saying.
The “I am the boss of you” Client – This type of client thinks your job is to service their every need. They will expect you to drop whatever you are doing to help them. They will not be very good about giving you advanced notice about anything. It is essential to set boundaries right away and give the client details on what you do and what you do not do. Also be sure to set limits about contact and meetings that are not scheduled.
The “I'm just looking into things” Client – This client can be a seller or buyer who really has no intentions of really buying or selling. They are simply gathering information so they can think about things. This type of client is a big time waster. If you run across one then all you can really do is work to make their mind up and get them to either buy or sell. Keep in contact with them and try to get them to use you when they really do decide to buy or sell.