Challenging, isn’t it?
Dealing with clients who are difficult, argumentative or just plain wrong.
You know deep in your heart the home staging, the description, and the photos will sell the listing. If only the client would listen to you.
Instead, they insist on including that huge airbrushed family portrait they proudly display behind the sofa, because it looks “homey.”
Your writer did a bang-up job with the description, but your client wants you to Capitalize every Word of Every Feature and use clichéd phrases to attract buyers.
Your home stager created an office masterpiece out of the bonus room. But now the client wants to put their kid’s crib and changing table in there, too (‘cause it’d make a great nursery!).
Most of the issues you face might not be this extreme—but you get the picture.
You don’t want to, but you give in. You don’t want to lose the listing, after all.
Wait. Stop. Think.
When you become a real estate agent, you promise to do your best to promote the client’s best interest. That promise doesn’t stop if the client gets a bad idea.
What you need is to learn how to disagree with your clients when their best interest is at stake—without losing the listing.
Put Value in the Driver’s Seat
Entrepreneur business writer Danny Wong suggests that salespersons should allow value to steer the conversation. Sometimes your clients won’t see the value of home staging, a virtual walkaround, or a well-written description.
After all, they have their own ideas about how a home is “supposed to look”. Or they just want cheaper photos on the listing.
Instead of giving in, show them tangible proof why your suggestion will create more return on their investment. Clip and print articles that back up your claims.
Show how much they stand to lose doing it their way. And how much they can gain if they follow sage professional advice.
It works because it sidesteps the battle of the egos and concentrates on the principle that both you and your client want—a successful sale. Try this the next time a customer questions your judgement and you should see a difference.
Anticipate Objections Before They Arise
Bell Canada discovered the value in taking care of small challenges before they boil over when their customer service department discovered a pattern in customers’ calls. Customers who complained about one feature were more likely to complain about a related one down the line.
Instead of waiting until the customer called the second time, the customer service team began to talk briefly about how to deal with the related problem during the first call. Customers were happy to receive the extra service.
Armed with their knowledge, they were able to avoid the second set of questions. It created confidence in the customers, who were more likely to stay with the carrier than before the new strategy.
That strategy will work just as well—or even better—with real estate transactions.
Addressing your customers’ concerns before they see the photos and before home staging occurs will help to defuse any complaints down the road. Anticipating objections ahead of time will develop confidence in you as an expert agent who knows how to leverage every angle to get the best price for their home.
Show Empathy, But Don’t Ditch Honesty
Try to see things from the clients’ perspective. Discover what deep-down concerns motivate them to think their idea will work best. Learn more about their perspective before you speak.
Then, instead of force-feeding them your ideas, show them how your ideas will better address each of their concerns. Confidence backed with facts will usually win the day with even the most difficult of clients.
To discover more about how to conquer the challenges of helping your clients get the best price possible for their listing, contact Pixilink today.
