How can you empathize with difficult customers and retain their business?

In the Real Estate industry, you have to remember, its not personal. In most cases this is the biggest decision buyers, sellers or borrowers are making at this time in their lives and in some cases this is the difference between success and failure for them. Actively listening, becoming empathetic to their issues and helping them find resolution is what they are looking for, not a fight. I can't tell you how many times I have de-escalated a situation by just trying to be empathetic and understand their position. The saying "You will get more Bees with honey" is always the right method to get to the point and resolve the issue.

There are very few clients whose goal is to be difficult. In real estate, more often than not, it is an emotional trigger to something that is taking place either in their life, in the transaction, or with the property that is being bought or sold. Even in the occasions when it truly is just their personality, learning to listen, allowing them to voice the conflict, paves a very simple path to creating solutions for them. When there are simply "personalities" involved, they are often so used to people interrupting them to blockade their views, or accelerate solutions, generally listening patiently, and then asking a couple questions to verify and validate what you heard, will solve the inherent conflict and allow you to solve the problem

Active listening is the most under utilized skill in business and by far one of the most important. People usually will not hear you when you are not listening to them. It can be interpreted as a one-sided relationship. Listening allows you to understand multiple perspectives which empowers you to provide creative win/win solutions. People do business with those they know, like and trust. Actively listening allows you to build an authentic relationship. Real Estate is a relationship business.

First realize they may be difficult because their expectations were not properly set. People usually feel frustration when they believe the resolution of an issue they're experiencing is beyond their control. When scheduling a call, don't wait. Call the customer on time and let them know your intent for the call is to come up with an amicable resolution. Don't promise to fix their problem; it can't always be fixed. Listen without interrupting. Always be understanding and empathetic; but don't be patronizing. Let the client know "how" you plan to address their frustration and when they will hear from you/company again. Always, always follow up with a customer. You want them to know they are important to you and your company.

In the real estate industry, empathizing with difficult customers is crucial for maintaining their business. Prioritizing their needs, effective communication, and flexibility in contracts and services are key to ensuring long-term satisfaction. Actively listening to concerns, addressing them with care, and offering tailored incentives enhance customer loyalty. When needed, referring clients to other professionals is a wise move. By prioritizing satisfaction, active listening, and exceptional service, you can retain clients, earn trust, and achieve success in real estate.

When dealing with difficult customers, it's crucial to empathize and validate their emotions and understand the impact of the current situation to their business. Start by acknowledging their concerns genuinely. For example, say, "I understand this situation is frustrating for you." Next, express empathy by recognizing their feelings, such as, "I can imagine how that might be disappointing." Finally, assure them that you're committed to finding a solution, like saying, "I'm here to help resolve this issue for you." Always understand the impact of the situation. This approach helps build rapport, demonstrating your understanding and dedication to addressing their concerns, which can contribute to retaining their business.

Sometimes the most rational, logical of people will lose sight of what matters and act against their best interest. Emotions and prospective play a crucial role in any matter, even in the most businesslike situations. The ability to listen, understand and read difficult people is crucial. With insight as to their feelings and point of view you can find a way to analyze and diffuse a situation. Show them you understand. Commiserate with them. But be sure to communicate facts and solutions clearly. It may not be at all possible to give them exactly what they want but with this newfound clarity they will be able to reassess the situation and accept a valid resolution they may have rejected in anger before.

Difficult clients don't intentionally mean to be difficult. They don't want to be difficult. They want to be heard. They want to feel validated, and not just at the surface level of validation. It's why it's so important to get to know your clients and really understand their wants and needs. Being the most empathetic to clients and building trust by being your authentic self can go a long way and can sometimes lead to not only retainment but referrals and future business!!

Picture it as offering a virtual hug – validate those emotions with a friendly "I hear you" or "I'm here for you." It's not just about addressing the issue; it's about making them feel supported and understood. Validating emotions turns a tough moment into a chance to show kindness and build a connection.

When dealing with a difficult client, I find it's best to acknowledge their feelings and emotions rather than down playing how they feel. Respecting and acknowledging the clients feelings is very important when trying to build relationships and help others. It's also important to be as transparent as possible and communicate effectively.

Being able to come up with insightful, practical and useful solutions quickly is very valuable to a customer and shows that you are looking to help them solve the problem immediately. Even if that solution does not involve or benefit you in any way it is important present objectively what is best for them. In the long run you will gain loyal customers who are willing to put their trust in you.

Imagine you're the friendly guide in their customer journey. Offer solutions with a smile in your voice, keeping it honest and clear. It's not just about fixing a problem; it's about crafting solutions together that suit their needs like a perfect fit. Turning a tough situation into a cooperative adventure makes the journey more enjoyable for everyone involved.

People are often difficult, because they are mistrustful or simply confused about the process. Either way it is up to the agent to establish trust, and to ease their mind as the agent and the client the transaction. When problems come up, try to already have a solution in mind. Discuss the solution with the client to make them feel a part of the process and keep them included and in the loop at all times.

Think of it as sending friendly postcards along their journey. Keep them in the loop with updates and info, like a helpful friend. It's not just about finishing a deal; it's about making sure they feel cared for and informed. Regular check-ins, tailored to how they like to communicate, turn a transaction into a friendly adventure with you by their side.

In the Real Estate industry. Follow up is one of the key point we miss a lot. Most of us don't know how to follow up with a client so as not to be seen as imposing. We must understand follow up doesn't necessarily mean sending your product/project everytime. Relate with them and build rapport with them and when you have their trust you will definitely see sales

Consider it as inviting them to a friendly chat over coffee. Ask for their thoughts in a warm and appreciative way, thanking them for sharing. It's not just about gathering feedback; it's about evolving together. Their insights are like treasures that help you grow and enhance their experience. Creating this open, friendly dialogue turns challenges into opportunities for improvement and strengthens the bond you share.

In my experience, actively seeking feedback after resolving a client's issue has been invaluable for both personal growth and service enhancement. I’ve found that the way you ask for feedback is just as important as the feedback itself. Timing, tone, and the method of request play crucial roles in how clients respond. I typically wait for a day or two after the issue is resolved, then reach out with a personalized message acknowledging their patience and asking for their candid thoughts on how the situation was handled. This not only provides me with insights for improvement but often strengthens the client-agent relationship, showing that I value their opinion and am committed to continuously improving my service.

Feedback is how you know what to do to grow your business and meet customer's demand. Think of it like you asking for suggestions on how to satisfy them better or have their opinion about the services you offer. A friendly chat with them and with the feedback gotten, you can always improve and be better

Just appreciatte them. Nothing else. If they like you, nothing matter at all. If you appriciatte others, then they will appreciatte you also. Dont sell, show some respect. Sales will come itself.

In my experience empathizing with clients even in volatile situations is a great way to build trust and long lasting relationships. A simple strategy is the Zoom out and zoom in strategy. Plan a time to sit down and zoom out to remember why you began working together in the first place. Review what the endgame and goals/objectives were. Then zoom in into the specific scenario you are dealing with. See if it is in alignment with the objectives. Lastly, lead the charge by taking ownership of any things you could have done better, including setting up expectations, qualifications, or providing service, and see if there’s anywhere where you can improve to give them more confidence in the transaction.

Empathizing with difficult customers is crucial for retaining their business. **Stay Calm and Professional:** Even in challenging situations, maintain a calm and professional demeanor. Responding with composure reflects positively on your professionalism and commitment to customer satisfaction. Remember, empathy is about understanding and acknowledging emotions, even if you can't completely resolve the issue. By consistently demonstrating empathy and a commitment to customer satisfaction, you increase the likelihood of retaining difficult customers and fostering long-term relationships.

Put yourself in their shoes - By stepping into your customer's shoes, you gain valuable insight into their perspective, allowing you to understand the nuances of their experience. When customers get difficult, seeing the situation from their vantage point enables you to address concerns more effectively. This empathetic approach not only validates their feelings but also demonstrates a genuine commitment to their satisfaction. By acknowledging and responding to their version of the story, you not only resolve issues more amicably but also build trust, fostering a customer-business relationship that endures challenges and solidifies long-term loyalty.