How to deal with an angry client/Texas Realtor - The Diigo Meta page

• 28 Sep 06
  

  Nick

  sales:angry-clients

  • Whatever you do with an   angry client, maintain your poise and professional manner. "Don’t personalize   it because they’re not really angry at you," advises Markell. Listen   to their concerns, empathize with their feelings, and address their complaints.   Clients may still get angry with you, but you’ll be able to control the   situation and solve the real problems.
  • Once the client clarifies   his complaints, restate the issues without judgment and express an interest   in resolving them. If appropriate, apologize; however, do not accept responsibility   for errors or occurrences that are not your fault—even if it seems to   be the easy way out. Admitting blame to pacify the client ignores the real   reasons he’s upset.
  • While finding the true cause of his anger may not be your first concern as   he yells at you, it should be your ultimate goal.
  • Angry clients can ruin   your day or a transaction, unless you know how to defuse the situation.

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