If you’re a real estate agent, you probably have to deal with angry outbursts from your leads. Most of the times you’re just doing your job and don’t deserve it, but it comes your way nonetheless. There are several reasons for these angry rants. Sometimes they’re justifies, but most times, they just aren’t. Clients often take out the frustration of a previous agent on you, or they’re just having a bad day. Whatever the reasons, you’re always on the receiving end and it surely never feels good.
The trick is to know how to convert these angry leads into future clients. If you simply walk away or don’t deal with it immediately, you’ll loose potential clients. You should be aware that the real estate business is tough and you need to be mentally strong and persistent in order to do well. If you can’t take these outbursts, you should reconsider being a real estate agent. Some people just aren’t cut out for the job. Those who talk to the client patiently and are willing to take all the anger with a pinch of salt always come out ahead of the rest.
One mistake that a lot of agents make is contacting clients at the wrong time. Some people just don’t like to start and end their day talking to their agent and so avoid calling early in the morning or late at night. Given, some people are hard to get hold of, but calling them at odd hours will only hurt your case. Always have a reason to contact them. Your client should not get the impression that you’re desperate to make the deal and they don’t want to be disturbed unnecessarily either. The key to catching the attention of your lead is to be polite and strong at the same time. Your pitch must be effective, but it is worth nothing if not done politely. Your client wants to feel comfortable working with you, so don’t compromise on that.
As much as your client may offend you by his outbursts, stay calm and keep reminding yourself to be think level headed. Getting angry yourself will not get you anywhere. Let your client complete what they have to say about your attitude or work ethic or whatever it may be, only then should you defend yourself. Your defense has to be calm and should be made in a polite manner. You must make your leads feel that their opinion is important to you. Don’t blow off everything they say without giving it a thought. Instead of spending your time getting offended, what you should do is address the issues that have just been raised and try to win the confidence of your lead. Use the client’s name to get their attention. They should feel important.
An extremely important aspect of the entire exchange is your facial expressions. Always keep an interested, but blank face. Don’t let your face give away whatever it is that you’re feeling inside. Don’t give your client too much. You don’t want them to think that they’re wrong, but you don’t want them to think that they’re right either, so use ambiguous statements like, “I’d probably feel the same way in that situation†or “I understand how you feel.†It would help to give your lead the benefit of the doubt. They’ve probably had a bad day and can’t help but take it all out on you. Either way, don’t get too bothered by these rants. Staying calm and collected is the key to winning a client.
At the end of the day, you have to be comfortable doing what you do. So if a situation is getting too heated, or the lead is getting too offensive, simply walk away. Don’t win a client at the expense of your dignity.
Related posts: