Being in a real estate industry can be a challenging job. Like any other types of industries, the real estate has its own set of rule and own ways of doing things. That is why you should always be familiar of the technicalities that may involve certain transaction. However, as an agent or broker, you should not limit yourself within the solace of guidelines and rules set by the industry and other governing parties. For there would be instances that certain events may draw you out from your comfort zones. And by that I mean you should prepare yourself to be entangled in a conflict between you and your client, buyer and seller alike. And below are some of the most tried and tested ways of calming down an irate client and possibly winning back his or her trust in the process.
Initiate
In most normal cases, when the customer or client is not satisfied or problematic about a certain service or transaction, he would be calling or wanting to meet you. If you will be talking to him, always remember to face the situation for whatever it is. It is the time to initiate a conversation that would likely acknowledge the concern of the customer and his feelings. Try to show some sympathy on the given situation and yet staying grounded on possible reasonable solution about the concern. Don't let you customer hear out any feeling of doubt or uncertainty. Having doing that, chances are great that he would be lowering his voice and if not he would be aware and reasonable on his approach.
Seek
Now that you have acknowledged the concern of the customer and in a way shown sympathy, you may begin to ask some questions relating to the main concern. It might be in a form of open-ended question or closed ended. For whatever might be applicable always remember to listen carefully so that you may reflect back the information in order to check that you have similar understanding on what your customer is trying to say. In doing such thing you are deepening your understanding of your client's point of view.
Establish
After reflecting back the issue, it is time to establish some possible options. You need to gain agreement with your client which is the purpose of this step. You need to present solution that would directly address the client's issue, and such solution would hopefully be mutually beneficial.
Resolve
Now that those solutions were presented and hopefully agreed upon, it would be nice to explain the next step. In such a manner you are actually showing to your client or customer how the issue would be resolved. For example you may explain the time frame involved in the said resolution or the types services or changes that would be made. Most clients would need to hear specific ways on how a certain concerns would be resolved.
Value
After all has been said and done you might want to add some value on your service. But most of us when we hear the word value, we associate it with a monetary compensation or reward. That might be also correct. But there are some ways on how to add value to the service without cashing out. By just simply summarizing the discussion you had with your client and giving him tips on how to avoid such issues to resurface is already a form of adding value. It does not need to be glamorous. You may also add value by just simply asking any more of his or her concern regarding the said issue, and by doing so you are actually saving his time to report other probable concerns that he might have forgotten. This will save both of your precious time.
The things which you have read are but bits of wisdom coming from people who were on the frontline of customer service. You at your very end may have similar approaches or might even try to innovate these practical advices to fit in any form of situation involving clients' concern. If you were keen enough while reading you might have noticed that the first letters of the subheadings were conspicuously highlighted, it is to give rise to the meaning of what you are doing as an agent or even an employee. I.S.E.R.V. which means that you are first and foremost in the service of others, thus your approach should always be ethical and at some point practical. Having that in mind there would be no problem of you letting go of unreasonable customers, for with your values and service new clients would surely be coming at the doorstep.
