When Customers Are Wrong in the Real Estate World: How to Handle Difficult Situations

“Customers are always right.”

Despite its good intention, we all know that this phrase isn’t always the case – especially in the real estate world. Whether it’s a buyer being unrealistic about what they can afford or a seller refusing to budge on their asking price, there will be times when customers are wrong.

As a real estate professional, you are bound to face difficult situations with customers from time to time. Some customers can be unreasonable no matter how polite and respectful you are. When this happens, handling the case with grace and style is essential. This article will discuss some strategies for dealing with demanding customers in the real estate world. Stay calm and collected, and keep in mind that customers are not always right!

Types of People in the Real Estate World

  1. The Homebuyers: The homebuyers are the most critical people in a real estate transaction. They are investing their hard-earned money into a property and making a big decision that will affect their lives for years to come. Homebuyers are often very emotional during the process, and their feelings can easily sway them.
  2. The Lessee: The lessee is the person who is renting a property from the owner. In most cases, the lessee is required to sign a lease agreement for a set period. 
  3. The Seller: The seller is the person who owns the property that is for sale. In most cases, a real estate agent will represent the seller. The seller’s primary goal is to get the highest possible price for their property.
  4. The Realtor: The realtor is the person who represents either the buyer or the seller in a real estate transaction. In some cases, the realtor may represent both the buyer and the seller. The realtor’s job is to negotiate the best possible price for their client.

Difficult Customer Experience Scenarios

The Emotional Homebuyer: 

You show a home to a potential buyer, and they fall in love with the property. They tell you they want to make an offer, but they are not pre-approved for a loan. You explain that making an offer without pre-approved is not advisable, but they are insistent. They say they are willing to take the risk and hope their offer will be accepted. This is not a good idea, but the buyer is emotional and does not listen to reason.

How to handle it:

In this situation, it is best to let the buyer know that you are not comfortable moving forward with the sale unless they are pre-approved for a loan. If they insist on making an offer without being pre-approved, you can explain the risks involved and let them decide. However, if they are unwilling to listen to reason, it may be best to walk away from the sale.

The Unreasonable Seller:

You represent a seller selling their home. The property has been on the market for several months, and there have been no offers. The seller is getting impatient and wants to lower the price of the home. You explain to them that it is not advisable to reduce the cost until the house has been on the market for at least six months. The seller is unhappy with this advice and wants to lower the price immediately.

How to handle it:

In this situation, you should try to negotiate with the seller. Explain to them that you are not comfortable lowering the price of the home until it has been on the market for a long. If they insist on reducing costs, you can compromise and agree to a slight price reduction.

The Difficult Lessee:

You represent a landlord renting out their property. The tenant has been late on their rent payments for the past few months and is now two months behind. You have warned the tenant that they are in danger of being evicted, but they are not taking the situation seriously. They say they will catch up on their rent payments, but you know that this is not likely to happen.

How to handle it:

In this situation, you should start the eviction process. The sooner you begin the process, the better your chance of getting the tenant out of your client’s property. Explain to them that they need to catch up on their rent payments or they will be evicted. If they are unwilling to negotiate, you will have to start eviction.

The Unreasonable Buyer:

You represent a buyer looking to purchase a property. The buyer has been looking at properties for several months, but they have not been able to find anything that meets their needs. They are getting frustrated and want to lower their price range. You explain to them that it is not advisable to reduce their price range until they have seen all of the properties in their current price range. The buyer is unhappy with this advice and wants to lower their price immediately.

How to handle it:

In this situation, you should try to negotiate with the buyer. Explain to them that they need to see all the properties in their current price range before lowering them. If they are unwilling to negotiate, you can start showing them properties in a lower price range.

The Emotional Seller:

You represent a seller selling their home. The seller is very attached to the property and has difficulty letting go. They are constantly changing their mind about the sale and are second-guessing their decision to sell. You have explained to them that this is normal, but they are not comforted by your words.

How to handle it:

In this situation, you should be patient and understanding. Explain to the seller that it is normal to feel emotional about selling their home. Reassure them that you are there to help them through the process.

The Impossible Buyer:

You represent a buyer looking to purchase a property. The buyer has unrealistic expectations and is unwilling to compromise on their wants and needs. They are getting frustrated with the process and are ready to give up. You explain that it might take some time to find the perfect property, but they are unwilling to wait.

How to handle it:

In this situation, you should try to negotiate with the buyer. Explain to them that it might take some time to find the perfect property, but it is worth waiting for. If they are unwilling to negotiate, you can start showing them properties close to what they are looking for.

The Lazy Seller:

You represent a seller selling their property. The seller is being lazy and is not doing anything to help with the sale. They are not returning your calls or emails and are not cooperating with you. You have explained that this is unacceptable, but they are not changing their behavior.

How to handle it:

In this situation, you should try to negotiate with the seller. Explain to them that you need their help to sell the property. You can start looking for another seller if they are unwilling to negotiate.

Effective Strategies for Dealing with Difficult Customers

No matter your business, you will always come across demanding customers . The real estate world is no different. Some unique challenges come with selling property. Demanding customers can make the process of buying or selling a home more challenging than it needs to be. However, there are some strategies that you can use to deal with demanding customers effectively.

  1. Stay Calm: One of the most important things you can do when dealing with a demanding customer stays calm. It can be easy to get caught up in the emotion of the situation, but it is essential to remain calm and collected. This will help you to think more clearly and make better decisions.
  2. Be Assertive: Another critical strategy for dealing with demanding customers is to be assertive. This does not mean that you need to be aggressive, but it does mean that you need to stand up for yourself. You should not let the customer bully you or take advantage of you. Explain what you are willing to do and what you are not willing to do clearly and concisely.
  3. Be Patient: It is also essential to be patient when dealing with difficult customers. This can be a challenging thing to do, but it is essential to remember that not every customer is going to be easy to work with. You will likely encounter some difficult situations, but it is necessary to remain patient and try to find a resolution.
  4. Walk Away: Finally, sometimes, the best thing you can do is walk away from the sale. This is not always an option, but there are some situations where it is best to walk away. If a customer is being unreasonable or if you are not able to agree, then it might be best to walk away and find another customer.

These are just a few tips and strategies to handle difficult situations with buyers and sellers. If you have other tips to share, please feel free to comment below!

Jane

Jane

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