The Fine Line Between Being Accommodating and Becoming a Doormat

Welcome to edition 25 of The CRE Agents' Weekly.

This is the LinkedIn newsletter where commercial real estate agents, brokers and leaders receive specific and tactical advice to accelerate revenue growth and level-up their motivation.

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The Fine Line Between Being Accommodating and Becoming a Doormat

Striking the right balance between delivering top-notch customer service and maintaining self-respect is crucial in our industry. This topic can spark debate and cause dilemmas for service-oriented professionals, especially when encountering challenging client interactions.

Upholding Professional Dignity in Client Engagements

A vital aspect of professional conduct in commercial real estate is understanding the fine line between being accommodating and becoming a doormat.

You have probably dealt with instances where clients or prospects fail to honour meeting commitments. When faced with a no-show, the response should be measured yet assertive.

Granting a second chance in case of a genuine mistake is reasonable, but repeated incidents call for a reprimand or a reassessment of their business. Recognising when your patience is turning into subservience is key to maintaining integrity and your status a professional service provider.

The Principle of Timely Respect

A practical approach I was taught early in my career is to simply set a time limit for client meetings starting on time. If kept waiting for too long, like 20 or 30 minutes without proper communication, I simply get up and leave. For Zoom meetings, it’s more like 5 or 10 minutes.

This not only saves time but also sends a message about your worth. It's a reasonable yet firm way to assert that your time, much like the client’s, is valuable.

Emotional Control in Professional Settings

In commercial real estate there are often situations that test one's patience and emotional control. It’s vital not to take setbacks personally.

Whether it's about being stood up for a meeting or facing unexpected ghosting after promising interactions, a calm and composed response is crucial.

I find it’s worthwhile to voice your interpretation of the situation with a message that is courteous yet direct, indicating your awareness without displaying frustration.

Leadership and Team Empowerment

For those in leadership roles, it’s important to communicate these standards with your team. Empowering people to have the confidence to uphold their self-respect in professional dealings is a good move.

Colleagues should feel supported in making decisions that reflect both respect for the client, the resources of the business, and their own professional dignity.

Transforming Challenges into Growth Opportunities

Every challenging interaction is an opportunity for personal and professional growth. It’s a moment where you can train yourself to detach from the emotional aspects and focus on logical responses.

This not only helps in dealing better with the present scenario but also prepares you to handle future challenges.

Balancing Service and Self-Respect

I believe that thriving in commercial real estate involves balancing impeccable customer service with a strong sense of self-respect.

Setting personal boundaries, responding to professional challenges with emotional intelligence, and empowering your team to do the same are critical.

These practices don’t just cultivate a respectful professional environment; they also contribute to a more sustainable and satisfying career in the industry.

Remember, mutual respect is the cornerstone of successful client relationships and professional growth. No deal or client with worth your sense of self.

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And finally…

Open your mind.

Be willing to consider different perspectives. It fosters innovation and problem-solving.

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About the author

Darren Krakowiak is the Founder of?CRE Success ?and the author of?The CRE Agents’ Weekly?on LinkedIn. He works with commercial real estate leaders to accelerate growth in their business. Darren is also the host of?Commercial Real Estate Leadership ; you can follow?CRE Success on YouTube .