Although you may do your best to ensure that the real estate transaction goes smoothly, sometimes there’s a disruption or delay that inconveniences your clients and leaves them feeling angry and frustrated. While you can’t control everything, you can help to ease your clients’ frustration and make them feel better about the process.
1. Listen. When things go wrong, your clients want to be heard. Let them vent their frustrations, and resist the temptation to interrupt or become defensive. Write down their points, what they’ve told you.
2. Look for what’s left unsaid. Many people only get involved in the real estate process a few times in their lives, so if there’s a delay or problem, it can seem like a huge deal to them, even if it’s a relatively common occurrence. Additionally, they may be stressed out about something else, which may also amplify the problem their facing with the transaction. Keep your eyes and ears open for any clues.
3. Offer reassurance. In the end, your clients want reassurance that this obstacle will be surmounted and resolved. If you’ve dealt with a similar situation before, explain how you handled it and the overall outcome. This is a great opportunity for you to show your true professional colors and exhibit your expertise and experience.
4. Keep them in the loop. Stay in touch with your clients, and let them know what’s going on to resolve the issue. If you don’t speak to them for weeks, they may begin to assume the worst. A simple phone call or email will let them know that you’re working on the issue, and reassure them of your commitment to them during the transaction. Referral Maker™ real estate CRM can help you stay in touch with your current clients by reminding you when to check in with them. Referral Maker makes these calls a part of your regular to-do list. Visit Referral Maker for more information.