As a real estate agent, you must sometimes bear deal-breaking news to your clients. From loan rejections to contracts falling through, keep your clients’ trust in you by delivering bad news professionally.
Be your client’s voice of reason and source of comfort. Don’t let your clients see your frustrations as much as the situation is stressing you out.
Assess their Mood
Start the call or meeting with a simple question like, “How are you feeling about everything?” This will give you an idea of how impactful the news will be so that you can approach them appropriately.
Contact your client as soon as you have enough information to explain clearly and answer any questions. Don’t wait and risk your clients missing out on other opportunities.
Position the news as something positive you can overcome together. For example: "We have a decision to make", or "We have a challenge to overcome."
Avoid your clients making assumptions or drawing conclusions by sticking to the facts. Be positive but don't sugarcoat or beat around the bush. If you don’t know an answer to a question, explain and follow up as soon as you can.
Shed a positive light on yourself by refocusing on moving forward. Presenting new ideas, next steps and alternatives. This will shed a positive light on yourself.
Offer your clients a sense of hope and opportunity by changing your speech. Rather than saying things like “You won’t be able to afford this,” say “I think you have a strong chance if you choose this offer.” Make subtle and softer changes.
Send a follow-up message of any agreed plans or solutions to recap the discussion. This helps avoid any potential confusion or misunderstanding of what will happen next. This courtesy will be appreciated especially for first time buyers.
The real estate industry will have you needing to help your clients through tough situations and offer rejections. But you can build yourself a good reputation and earn your client’s loyalty by maintaining professionalism, showing empathy, and demonstrating your skills as a problem solver.
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