Overcoming Difficult Conversations with Clients (Disagreements, Low Appraisals, etc.)
Introduction
Excellent communication lays a solid foundation for strong client relationships. However, even the most skilled communicators will occasionally face difficult conversations. This article discusses how to navigate these sensitive situations with professionalism, minimizing fallout and potentially even strengthening your reputation.
Why Avoiding Difficult Conversations Backfires
Erodes Trust: Procrastinating on delivering bad news makes clients question your intentions and feel like you're hiding something.
Loss of Control: Delaying tough talks often means the issue worsens, leaving you with fewer options and a more frustrated client.
Missed Opportunity to Shine: Handled with empathy and a solutions-oriented mindset, challenging situations showcase your true commitment to your clients' best interests.
Your Reputation Suffers: Unresolved client issues lead to negative feedback. Proactive problem-solving earns respect and referrals, even if the outcome isn't perfect.
Strategies for Handling Challenging Topics
Preparation is Key: Anticipate potential objections and rehearse your responses to avoid getting flustered in the moment.
Empathy First: Start by acknowledging the client's frustration or disappointment. "I understand this isn't the news you were hoping for..."
Don't Take it Personally: Remember, they're likely upset about the situation, not you specifically. Maintain a calm and professional demeanor.
Data is Your Friend: Support your position with market data and recent comparable sales. This helps depersonalize disagreements about price or offers.
Offer Options, Not Just Obstacles: Present clients with different paths forward, empowering them to feel some control over the situation.
It's Okay to Say "I Don't Know...Yet": Being upfront about needing to gather more information builds trust. Just be sure to follow through promptly with answers.
Success Story: The Low Appraisal That Strengthened a Bond
A BMN agent had a listing where the appraisal came in significantly below the agreed-upon sales price. Rather than panicking or pressuring the client to accept the lower offer, the agent took a proactive approach. They researched recent sales the appraiser might have missed, contacted the lender to see if a re-appraisal was possible, and suggested the seller do some minor cosmetic updates to enhance the home's perceived value. Ultimately, with a slight price adjustment and the agent's guidance, the sale closed successfully. The client was so impressed with the agent's dedication and calm demeanor throughout the stressful situation that they referred the agent to several friends and family members.
Action Steps: Build Your "Difficult Conversation" Skill Set
Role-Play with a Colleague: Practice delivering difficult news and handling emotional client reactions.
Case Studies: Read about how other agents navigated challenges and learn from their successes and missteps.
Don't Go It Alone (When Appropriate): Involving your broker or a more experienced agent in particularly contentious situations can offer support and demonstrate your commitment to finding the best outcome for your client.
Your Success Stories
How have you turned a difficult conversation into a positive experience that ultimately strengthened client trust and showcased your value? Share your examples to inspire other agents!
