Navigating tough conversations with clients as an agent can be like navigating rough waters as a captain. It requires skill, planning, confidence, knowledge, and hopefully some experience.
Agents are always wanting to do best by their clients and they can do this by navigating tough conversations the best they possibly can, as well as learning from the past.
Go In Prepared
The most straightforward way to deal with situations that are tricky is to go in prepared. Ideally, with enough preparation and luck, tough conversations can be avoided all together. We don't mean avoid as in don't have them, but ideally hard situations don't arise. Now, we don't live in a perfect world so we need to be realistic about all of our expectations. This includes the realities that occur when the going gets tough.
Address concerns from the get go when engaging in tough conversations. Try to keep the conversation on track as best you can. If there are multiple issues, maybe have points written down. As the agent, you need to maintain professionalism and remind everyone in the situation that you're in control and are the expert.
Be honest and direct to mitigate any and all confusion, this will also help maintain the relationship.
Remember the Goal - Focus on the Outcome
Focus on the outcome before anything begins. The house needs to sell? Great - that's the outcome - now stay laser focused on that and cut away all the extra details that may be weighing down you and your clients. Emotions often get in the way of real estate because it's such a personal transaction but the more we can treat it like a business - the better.
On the other hand, don't forget to deal with the person first. If your client trusts you, your experience, but also your integrity - tough conversations are likely to go over much more smoothly.
Remember that sometimes less is more. As much as we can try, agents can't control the market, clients, or other real estate professionals. We can anticipate next moves and needs as best as possible and some times tough conversations will arise or deals will fall through. Try not to let it get you down, however, because this is all part of the industry and helps agents grow into more experienced and aware professionals. Always handle yourself with professionalism and poise and the rest will work itself out.
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