For Realtors: How to Deal with Difficult Clients and Colleagues
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For Realtors: How to Deal with Difficult Clients and Colleagues


Have
you ever had to work with an impatient agent who was confrontational and difficult? How about a difficult buyer or seller? I have, and I’ve learned a thing or two
about collaborating with other sales associates as well as negotiating with buyers and sellers. I’m Louise McLean, a Realtor with RE/MAX
Solutions in Merritt Island. Let’s take five minutes to talk about tactics
you can use when working with a difficult sales associate, buyers, or sellers. It wasn’t until my fifth year in real estate
that I learned a valuable lesson. I was working with a difficult agent. I went to my broker asking for advice. You know what he said? He looked at me and asked, “Who is it that
kills a deal?” and then he walked away and told me to think about it. Of course, the answer isn’t the buyer or
seller; it’s the agents who represent them who kill deals. That’s when I learned a lesson that I needed
to be neutral. The transaction wasn’t about me; it was
about the buyer and the seller. And, guess what? You don’t own the buyer or seller. You communicate with them; you convey information
to them so that they can make the decisions. So, I focused on communication. You have to take your emotions out of the
sale. You’re simply the person in the middle of
the transaction who is there to convey and negotiate what is best for the buyer and seller. It’s an emotional decision for both parties. So, you must stay calm and help them make
sound decisions. You can’t control the other agent, but you
can control your reaction to him or her. Many of us depend on non-verbal communication
and jump to conclusions about the other sales associate. Again, it’s about the buyer and seller. When working with the other agent, pick up
the phone rather than text or email. Too much information gets misconstrued via
text or email. You can’t “hear” the other person’s
intentions via text or email. Be clear in your communication. Then, recap the conversation via email so
that it’s documented and details the message you delivered. Years ago, I had a seller who only wanted
to text message. The seller texted me an answer to term of
the deal and said, “Sure.” I called the buyer’s agent and told him
we had a deal. I wrote it up and sent it to the seller, who
said that he was being sarcastic with his answer. He wasn’t agreeing to the term after all. I would have known that if we had spoken to each
other on the phone. Being successful in real estate is all about
building relationships, and you can’t do that without understanding what motivates
the other person. Ask a lot of questions and then stop and listen
to the answer. Be honest and earn the respect of the buyer,
seller, or other agent. Also, be open minded. Maybe your way isn’t the best way. Sometimes you have to adjust your communication
style to the personalities and the situation. Be humble. Just because something worked for you in the
past doesn’t mean it will in the future. Be open to looking at all angles of the situation. We are in a highly ego-based business. Some people think they know more than others. Don’t be one of those people. Be the realtor who gets the job done professionally
and in the best interest of the buyer and the seller.

2 Comments

  • Judy Coleman

    Thank you, Louise, for a valuable 5 minutes, relevant whether one is a new or seasoned agent. Years ago I heard this axiom, "don't be so busy cutting wood that you forget to come in and sharpen your ax!".

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