ActiveRain Tutorials: 5 Tips To Dealing with Difficult Clients On The Phone

5 Tips To Dealing with Difficult Clients On The Phone

Handling Difficult Phone CallsHandling Difficult Clients On The Phone

Have you ever had a phone call with someone like the gentlemant to the right?  No matter how wrong they may be, the only thing they want is for you to listen to them yell & scream and tell you how horrible you are.

While the days of text messaging & mobile phone apps seem to be at an all time high, some would argue that actual phone skills don't seem that big anymore. There are now mobile apps for just about anything you could possibly imagine. Everything from restaurant reviews, paying bills, and more can be done on the right types of phones. Even though these new apps & ideas are are streamlining the amount of time we may spend talking on a phone there are still times you will need to speak to an upset customer.

Proper phone skills are crucial to any type of business that exists. It is imperative that you handle angry clients properly when on the phone. If a person becomes displeased while on the phone with you, you just lost their business forever. Plus, they will probably then pick up the phone and call all their close friends to complain as well. You have now not only lost the business of that client, but also their entire sphere of connections.

That being said, here are 5 Tips to Handling Difficult Phone Calls with consumers.

Tip #1

When on the phone with an angry person, let them do the talking. Sometimes they just need to blow off steam and get what has been on their chest for the past week out in the open. If you begin cutting them off you will just increase their anger about the situation.

Tip #2

Don't Argue! No matter how wrong the person may be, if you begin challenging what they are saying and arguing with them on the phone, you will never make any progress at solving the problem. Instead you will just intensify the situation until they probably hang up on you never to be heard of again.

Tip #3

Show sincerity and concern. I think the age old saying "People don't care how much you know until the know how much you care" is key to problemsolving. They want you to realize that their problem is a major issue to them and that they don't just want you telling them what you are gonna do.

Tip #4

Don't Patronize! Don't behave towards someone in a way which is kind and friendly but nevertheless shows that you are being condescending. People hate that and can pick up on it almost instantly.

Tip #5

Lead them to the answer. My father tells me constantly that it is not always right to be right. When dealing with difficult people on the phone, if you can lead them to the answer and allow them to discover it on their own, it will make them feel better. You may have to eat a piece of humble pie when they tell you that they figured it out and you didn't, but at least they will end the call feeling good instead of upset and wanting to end the business relationship. Besides remember, it's not about you, it's about them.

I hope these 5 tips help increase your business. If there are other tips you use that work effectively, leave them here!

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Comment balloon 143 commentsJeremy Blanton • March 30 2010 10:30PM

Comments

Thanks for the tips Jeremy!

Posted by Whitney Peddy (de Luxe Homes & Estates) over 9 years ago

Very good post, Jeremy. Thank you very much for sharing.

Posted by Irina Riley, GRI, SFR, CNE, e-PRO, SRES (American Dream Colorado) over 9 years ago

Good advice Jeremy.  Thanks.

Posted by Samantha Davault, Fort Worth, TX (Alexander Chandler Realty) over 9 years ago

All very good points Jeremy. Sooner or later we all get those guys on the other end of the phone.

Posted by Dan Benefield (Benefield Realty) over 9 years ago

Hi Jeremy,

Good info and I agree with you. One other aspect I've learned over the years is not to give anyone bad or disappointing news in the evening, that way they worry about it all night long.

Posted by Lynda Eisenmann, Broker-Owner,CRS,CDPE,GRI,SRES, Brea,CA, Orange Co (Preferred Home Brokers) over 9 years ago

Excellent advice Jeremy - I think sometimes it helps also to say "I hear what you are saying" 

As for those who are blowing steam you are right about staying quiet and not saying anything.  Eventually they begin to hear themselves and only themselves and usually feel a little awkward.

Posted by Jenny Kotulak, Broker - Oakville Ontario Real Estate (RE/MAX Real Estate Centre Inc., Brokerage) over 9 years ago

Good tips Jeremy.  Not easy to do but I guess it is like the marshal arts.  Something about not pushing back.  If you give them enough leash they will arrive a their own conclusion.

Posted by Jane Peters, Los Angeles real estate concierge services (Home Jane Realty) over 9 years ago

All are five can be difficult ot do but if you can pull off you will be better off for it.  DO this and you could have them thanking you by the time you get off the phone.

Posted by Mike Wilbur (Guild Mortgage Company and Oregon Homes For Heroes) over 9 years ago

Good tips.  It has been said that sometimes it's best to let these type of clients go elsewhere.  It's not worth getting worked up over.

Posted by Geoff ONeill (John L. Scott Medford) over 9 years ago

Another technique is to put the phone down for several minutes, do some chores and come back later.

Posted by Bob Dunn (Sutton Group West Coast Realty) over 9 years ago

Wise tips to avoid conflict.  Thanks for sharing.

Posted by Tamara Camden Vacation Rental Agent (All Rentals 2 Remember, inc.) over 9 years ago

"Don't Argue! No matter how wrong the person may be,..."

That is so true and difficult sometimes to apply...:)

Posted by Catherine Chaudemanche - Edison & Central NJ, Full Time, Informed and Involved- Results Driven (Metuchen Keller Williams Elite Realty / Middlesex County, NJ) over 9 years ago

All wonderful tips, Jeremy!  Yes, if you just LISTEN and let them vent it usually does start to mellow out.  Doesn't matter who you are - people want to be heard.

Wake Forest NC House Chick

Posted by Leesa Finley, RED Properties - Raleigh NC Real Estate (RED Properties) over 9 years ago

Most of the time they just need to vent. So shut up and listen. Then move on.

They get it off their chest, then they are ready to deal with the situation at hand.

Good post.

Posted by Missy Caulk, Savvy Realtor - Ann Arbor Real Estate (Missy Caulk TEAM) over 9 years ago

Very good post, Jeremy. I'm sure we've all experienced our share of frustration on the phone. Yelling and screaming often comes from frustration.

Posted by Barb Mihalik (RE/MAX Elite) over 9 years ago

I agree -- let them say what they need to say.  They'll trust you when they see you understand their worries.

Posted by Melanie Hedrick, 972-816-7205 (Elite Texas Properties, the best homes from McKinney to Dallas!) over 9 years ago

I agree with #1 Jeremy, usually by the end of the conversation most reasonable people just need to vent and are fine.

Posted by Home Design, Home Design and Real Estate over 9 years ago

Thank you for the advice. . .I have to bite my tongue sometimes. . . 

Posted by Fernando Herboso - Broker for Maxus Realty Group, 301-246-0001 Serving Maryland, DC and Northern VA (Maxus Realty Group - Broker 301-246-0001) over 9 years ago

Gosh thanks for the informative post. Have a great Spring!

Posted by Melissa Juarez (Massachusetts Buyers Broker Agency, LLC) over 9 years ago

Yes, great post! Listening with your ears and your heart,  and keeping your mouth shut when appropriate  

Posted by Ellen Dittman, #1 Stop for NE FLA-JAX/OP 904.535.1199 (TEXT OK) r (Watson Realty Corp.) over 9 years ago

Great advice. I have only had one irrate homeowner call me. I let him say (yell) what he needed to say and told him I understand how you may feel. After his rant, he was just fine and we came up with a solution to his problem.

Posted by John Wojtasiak (eXp Realty ) over 9 years ago

Jeremy, you have to just let an irate person have their say. Most of the time that is all they need to do to make them feel better. Great tips.

Posted by Michael Setunsky, Your Commercial Real Estate Link to Northern VA over 9 years ago

I have one of these right now... He asks a question, I answer the question...  He asks the same question another way, I give him the same answer...  He asks the same question evena  different way, I give him the same answer and tell him that if he does not understand that he may want to hire an attorney...  I also explain that no matter how he asks the question my answer is not going to change...  All of us have had this before...

Posted by Shanna Hall, I love selling houses!!!St. Louis, MO 314-703-1311 (Real Estate Solutions) over 9 years ago

Not always easily accomplished, but this is the way to do it. #5 needs to be done delicately.

Posted by Linda Greco Rich, ABR, SRES, Harford County Specialist (Exit Preferred Realty) over 9 years ago

Morning Jeremy,  Letting them have the time to say what is bothering them is key.  It usually also contains the basis of a solution. 

Posted by Bill Gillhespy, Fort Myers Beach Realtor, Fort Myers Beach Agent - Homes & Condos (16 Sunview Blvd) over 9 years ago

Great tips!  Sometimes its not easy not to respond to anger with anger -- but it truly gets you nowhere. 

Posted by Richard Strahm, Lansdale and North Penn Real Estate (American Foursquare Realty) over 9 years ago

... keeping quiet is one of the hardest things to do for many !

One of the best sales and communication techniques is to incorporate the use of silence !!!!!

Excellent tips Jer !!!

Posted by Sheldon Neal, That British Agent Bergen County NJ (Bergen County, NJ - RE/MAX Real Estate Limited) over 9 years ago

Jeremy:

I will try to remember you tips.  Keeping a cool head is essential..afterall, this is business....

I have a temper, but if you "talk to yourself" and say, "no, this person is not going to control me my getting me angry", sometimes it works.

 

Thanks for your advice

 

Posted by Katherine Fillman over 9 years ago

Jeremy:

Another point is to hold the phone away from your ear - - makes it easier to keep your "cool."

 

 

 

Posted by Pat & Steve Pribisko (Keller Williams Greater Cleveland West) over 9 years ago

Jeremy, I also find that people will say things on the phone that they would never say in person. 

Posted by Susan Brown (Keller Williams NE, Kingwood Texas (Humble & Atascocita too)) over 9 years ago

Great post. We all occasionally meet up with a client with anger issues. It is smart to let them vent, and acknowledge that they have a relevant point. We can offer a solution, or offer to work together with them to solve the problem. What we should not do is put up with abuse. That's when offering to give them a call in the next day to discuss things further may work best, rather than listen to a circular rant.

Posted by Millie C. Legenhausen, CRS, GRI, CIPS, MBA, Realtor (Calcagni Real Estate, Hamden, Connecticut) over 9 years ago

Phone Skills are Crucial in our work!  Thank you for the tips,  I needed the refresh!

Posted by Cindy Roeschen (Tricon Homes) over 9 years ago

Jeremy - Great tips!  Another one that helps in these situations is active listening.  You listen to what people have to say, and you rephrase what they're telling you. Like you've already suggested, you keep your emotions out of it and instead concentrate fully on what the person is trying to say.  You don't have to agree with what they're saying, but if they know you understand what they are trying to say, that de-escalates the anger.

I worked in the funeral industry for awhile, making funeral arrangements.  I relied on active listening a lot, especially when dealing with families whose grief took the form of all-out anger.

Here's a link that tells a little more about active listening:

http://www.ohrd.wisc.edu/onlinetraining/resolution/step4.htm

 

Posted by Coleen DeGroff, Haile Plantation Real Estate - Gainesville FL (eXp Realty) over 9 years ago

Great post.  Been there done that...  Let them rant... 

Posted by Terri Stephens, REALTOR, Calgary & Airdrie 403-827-4663 (CIR REALTY ) over 9 years ago

Great post!  It's inevitable that we encounter a frustrated and angry consumer from time to time, and it's so easy to get drawn into their emotions.  You give good and practical advice on  how to diffuse the situation.  Thank you!

Posted by Chuck Gollay over 9 years ago

Jeremy - good post and suggestions. The message is there - it is just how it is being delivered - and it is important not to react!

Posted by Sharon Paxson, Newport Beach Real Estate (Compass) over 9 years ago

Great post, sometimes people have no dog to kick so bring in the Realtor.  I always tell my agents please don't throw gasoline on the fire.  Also when people say ridiculous things I just repeat them quietly like I don't understand or ask them "what" if they have to repeat it more than once they sometimes (not always) but sometimes hear how silly it is.

Posted by Liz Wallace, Broker C21 Sherlock Homes, Rockville Centre, LI, N (Century 21 Sherlock Homes) over 9 years ago

Jeremy,  Great tips....I may have missed one....call them first if possible.  Don't put off communication especially when you know it might get uncomfortable.  Tough situations fester...Do the right thing and take care of business.  Have a Great Day!

Posted by John Howard, GRI, Mountain Home, Arkansas 870-404-3614 (Century 21 LeMac Realty) over 9 years ago

Jeremy the Dad/consultant

You are practicing being a good neighbor, friend and a responsible business person is how your post comes across to me. A kind word provided correctly and timely has tremendous power to sooth and heal. Often, the stress of our daily existence can become overwhelming and a strong, caring and patient fellow human being can help bring you back to your center. I believe you are that man. Thank you.

Posted by Richie Alan Naggar, agent & author (people first...then business Ran Right Realty ) over 9 years ago

I should put those 5 points next to every phone (oops, i only have one now - my cell).  Ok, I have to post them anyplace I take a phone call.  Can I add a number 6?  6) Pull the car over and stop!  You shouldn't be driving while taking this call!

Posted by Jill Schmidt over 9 years ago

I have had a few clients in my career purposely try to push my buttons, and it takes all of my will not to explode. When you talk to an angry person like that you can try to use the voice of reason, but that is like talking sense to a crazy person. These folks just don't believe that there is any side except their side to consider. I finally just have to say goodbye, I will talk to yo9u when we can have a discussion and a real goal in mind.

Posted by Joe Pryor, REALTOR® - Oklahoma Investment Properties (The Virtual Real Estate Team) over 9 years ago

Excellent Post Jeremy...It is part of our job to be compasionate and let our client's vent. Hopefully, like the other agent s comment , you are not DRIVING!

Thank you again.

Posted by Doris C. Monticone, CRS., GRI. (Keller Williams Realty) over 9 years ago

Good post, Jeremy. I would ad, it is always OK to say you are SORRY.  It is free and will calm down the other person (usually). 

Posted by Kathy Toth, Ann Arbor Real Estate Experts - Kathy Toth Team (Ann Arbor Market Center Keller Williams) over 9 years ago

Jeremy, great common sense suggestions.

Posted by Ted Tyndall, I will help You find the Home YOU want to Buy (Davidson Realty Inc.) over 9 years ago

Great advice.  Sometimes dad is the best source of advice.

Posted by Peter Di Eduardo (West End Residential) over 9 years ago

All great tips, and I'd also add 'Don't go on the defensive.' That may be the toughest one to follow, but going on the defensive will just escalate the problem. Great post.

Posted by Ryan Hukill - Edmond, Realtor, Team Lead (ShowMeOKC Real Estate Pros of KW Elite) over 9 years ago

Great Info Jeremy, Thanks.

Posted by Rob Denny, "Dream Home Specialist" (HomeSmart Realty West) over 9 years ago

Great Info Jeremy, Thanks.

Posted by Rob Denny, "Dream Home Specialist" (HomeSmart Realty West) over 9 years ago

Also try to remain stationary so you don't get yourself wrapped up in the phone cord. Does anybody still have phones like that?

Posted by John Novak, Henderson, Las Vegas and Summerlin Real Estate (Keller Williams Realty The Marketplace) over 9 years ago

Great advice.  It seems that there are many more angry people in this market and challenging them only makes matters worse.  Let them vent!

Posted by Kyle Jan, Phoenix AZ Homes for Sale over 9 years ago

I agree with all these tips but what about that difficult client that isn't angry but can't remember what you've told them 30 minutes later?  I keep telling this person the same thing over and over and they are getting angry with me because they swear I haven't told them.  I even took my phone and recorded the conversation and they still are angry and say i didn't make them understand.  I'm to the point, I'll be the one venting!!!

Posted by Janie Killian-Sullivan (Killian Properties (Oklahoma & Texas) ) over 9 years ago

Those are excellent tips. Now all we have to do is remember them while someone pushes our buttons.

Posted by Jay Schmitt, Gettysburg Real Estate Agent (Keller Williams Keystone Realty) over 9 years ago

thank you for the post...as much as I have wanted to "go off" on the irrational, well you just have to be more professional

Posted by MJ Anton over 9 years ago

Jeremy

Excellent post, great tips.

Posted by Ron and Alexandra Seigel, Luxury Real Estate Branding, Marketing & Strategy (Napa Consultants) over 9 years ago

Jeremy

Excellent post, great tips.

Posted by Ron and Alexandra Seigel, Luxury Real Estate Branding, Marketing & Strategy (Napa Consultants) over 9 years ago

Great tips I am going to use these on my next phone conversation with the short sale.

Posted by James Wright, SFR E-Pro (Shorewest Realtors) over 9 years ago

Great tips I am going to use these on my next phone conversation with the short sale.

Posted by James Wright, SFR E-Pro (Shorewest Realtors) over 9 years ago

Great tips I am going to use these on my next phone conversation with the short sale.

Posted by James Wright, SFR E-Pro (Shorewest Realtors) over 9 years ago

Great tips Jeremy.  If those don't work and you are on a cell phone, you may have to use the technique, "hello", "are you there" as if you have lost the connection.  This will allow you to hang up professionally, and most importantly allow them time to cool down before they call you back or you call them back.  I have only had to use this once but it definitely worked.

Posted by Joyce Thomas, Your Home Sold Guaranteed! (The Thomas Group Brokered by eXp Realty) over 9 years ago

Thanks Jeremy.  Great tips! All need to be kept in mind when talking with a difficult client.  I like Tip #1 and Tip #4.

 

-Alice Wilson

Posted by Alice C Wilson over 9 years ago

Hi Jeremy,  thanks for the post today.  I enjoyed it and have bookmarked it for future reference.

Patricia/Seacoast NH

Posted by Patricia Aulson, Realtor - Portsmouth NH Homes-Hampton NH Homes (BERKSHIRE HATHAWAY HOME SERVICES Verani Realty NH Real Estate ) over 9 years ago

Tip #4

Don't Patronize! Don't behave towards someone in a way which is kind and friendly but nevertheless shows that you are being condescending. People hate that and can pick up on it almost instantly

Somebody who is already mad will explode if they think they are getting patronized

Posted by Keith Landis, Pennsylvania - "Your Pennsylvania Mortgage Source" (Keystone Home Finance - NMLS#834342 - Conventional - FHA - VA -USDA - Jumbo Programs - Direct Phone 412-726-1654) over 9 years ago

How about "hang up?" Some times that sends a message also. It should be used with extreme discretion, however. 

Posted by J. Philip Faranda, Broker-Owner (J. Philip Faranda (J. Philip R.E. LLC) Westchester County NY) over 9 years ago

Great tips! angry callers can be intimidating!

Posted by Billy Studstill, First Time Home Buyers, Foreclosure, Luxury (Victory Realty, first time home buyer, foreclosure ) over 9 years ago

I had this happen not too long ago, and the man on the other end of the phone had a "cuss fit" at my expense. Then he hung up on me. I called him back and said, "I'm sorry, we must have been cut off." This allowed him to save face and we ended up moving on to a successful close on the property. Thanks for the post.

Posted by Jonathan Goode (AlaLandCo (Land for Sale in West Alabama)) over 9 years ago

Jeremy,

I think I will use Tip # 5 on my husband. Some very good tips & advice. It is hard for us to bite our tongue sometimes.

Posted by Jeana Cowie, Broker Associate, ABR, CRS, GRI, SRES (RE/MAX Real Estate Limited) over 9 years ago

Jeremy, these are all excellent tips and one thing I would add, if the person is going on and on on a rant, I just lay the phone on my desk and wait till the noise drops down a bit ;-)

Posted by Russell Lewis, Broker,CLHMS,GRI (Realty Austin, Austin Texas Real Estate) over 9 years ago

Jeremy, these are all excellent tips and one thing I would add, if the person is going on and on and ranting, I just lay the phone on my desk and wait till the noise drops down a bit ;-)

Posted by Russell Lewis, Broker,CLHMS,GRI (Realty Austin, Austin Texas Real Estate) over 9 years ago

Great reminders!  Sometimes we sacrifice getting what we want for being "right" in the moment.

Posted by Nathan Lengacher over 9 years ago

Jeremy:

Thanks for sharing your advice and tips.  Sometimes I have a problem holding my tongue.  Thanks for reminding us.

Posted by Carol Pease, CRS, Broker-Associate 512-721-6320 (JP & Associates Realtors) over 9 years ago

Jeremy, Great Advice! You just need to achieve your objective. Doesn't really matter who gets it done as long as it gets done.

           Rick

P.S. - How do you get the little share buttons for the different social sites?

Posted by Rick Cordisco, Pocono Real Estate Professional (Pocono Mountain Lakes Realty ) over 9 years ago

Good Tips.  Now how do we deal with the difficult lender, appraisal management company, realtor, etc.. that has no ethics and has only one God and their God is called money.  It's amazing how many times the answer is that everybody else does it.  So therefore if everybody else is a criminal you should be too.  it's amazing that many think that way, they actually justify the crime they commit, by others also committing a crime.chc

Posted by Donald J. Martin, SCRP, RAA, GAA, CDEI over 9 years ago

Jeremy,

Good advice. I need to work harder at those skills.

Rich

Posted by Richard Iarossi, Crofton MD Real Estate, Annapolis MD Real Estate (Coldwell Banker Residential Brokerage) over 9 years ago

Good reminders - especially of how important it can be to just listen before you even think about starting to suggest how the issue should be resolved.  It can definitely be difficult to stay calm, but never seems useful to have both people shouting!  I just repeat to myself "They are really, really stressed - let it go"

Posted by Nancy Conner, Olympia/Thurston County WA over 9 years ago

I was on the phone with this guy from (R___ Q____) customer service and he kept telling me what I SHOULD be seeing on my screen.  The button he told me to click was not anywhere on that web-page.  He would NOT listen.  He kept telling me it was there.  It was a bug in their system, the button would not display on my web browser... I wish that CSR would have read your post.  Very good tips.

Posted by George Fanucci, Internet - Technology - Business - Solutions (CoreFact.com) over 9 years ago

Or you can hang up on YOURSELF mid-sentence. 

Posted by Jane Taylor (RE/MAX Realty Group) over 9 years ago

Perfect, Jeremy! I love the advice and have used it on the phone. Sometimes it's tough to be the mature one, but if you take simple steps like the ones you suggested it makes things WAY easier in the long run!

Posted by Bradley Bowen (Keller Williams Realty - Denton, TX) over 9 years ago

Awesome tips!!

Posted by Stephanie Arnett, SRS, IMSD, Broker Associate, REALTOR (RE/MAX Partners~ Starkville, MS) over 9 years ago

Nicely written and no surprise your valuable information is featured and has so many comments.  It is disarming to an angry person to have the other person stay calm.  It just brings the whole situation down.  Good for you for keeping your cool.

Posted by Larry Lawfer, "I listen for a living." It's all about you. (YourStories Realty Group powered by Castles Unlimited®) over 9 years ago

Tyrone Baker This reminds me of a client who used to leave annoyed angry voice messages after hours but then every time I spoke with him he was calm and nice as could be.  After hearing a message from him I'd get all geared up to apply tips like Jeremy's 5 above...but when I called the man hit me with kindness...it was a bit confusing.  Perhaps his bark was bigger than his bite???

Posted by Tyrone Baker, Mortgage, Home Loans over 9 years ago

I've never had anyone scream at me on the phone (nor in person!)!  I don't think my reaction would be to remain silent or to remain on the phone!

 

Posted by Kathy Opatka, Serving Ocean City, MD, & The Delaware Beaches (RE/MAX CROSSROADS) over 9 years ago
Oh boy, I could have used these reminders last Friday. I'm glad you were featured - all these great tips from colleagues are wonderful and I am definitely going to be referring back to them. This market seems to bring out the bear in some people! Thank you!
Posted by Carole L. MacCollum, Broker/Realtor 207-337-4792 (HOME AT LAST REAL ESTATE) over 9 years ago

Great tips thanks for posting!

Posted by Jeff D. Clark, Your Eastern Oregon Real Estate Specialist (Blue Summit Realty Group) over 9 years ago

Unfortunately, most people don't realize that sometimes their anger really does have an effect on others, or they'd think again about what they're saying and doing. But after that, our next challenge is to tell ourselves the other person is only about one inch high.

Posted by Julia Huntsman, BPOR, CDPE, e-PRO, SFR, Broker (Huntsman Properties) over 9 years ago

Be a sponge, but not a bucket for someone else's worries.  Take it all in, but don't let them rain on your parade. 

Posted by Martin Kalisker, Professional Standards & Legal Assistant (Greater Boston Association of REALTORS) over 9 years ago

Be a sponge, but not a bucket for someone else's worries.  Take it all in, but don't let them rain on your parade. 

Posted by Martin Kalisker, Professional Standards & Legal Assistant (Greater Boston Association of REALTORS) over 9 years ago

jeremy, you always have good advice!  thanks

Posted by Ginny Gorman, Homes for Sale in North Kingstown RI and beyond (RI Real Estate Services ~ 401-529-7849~ RI Waterfront Real Estate) over 9 years ago

Great Tips Jeremy. I think your dead on with these ideas.. They just want to know you care.

Posted by Christopher Watters, Austin Realtor (512-829-8000) (Watters International Realty) over 9 years ago

Jeremy - definately good suggestions - alot of people are dealing with a lot of anger - and we get the joy of being in the firing line sometimes.

 

Posted by Lise Howe, Assoc. Broker and Attorney Licensed in DC, MD, VA, (Keller Williams Capital Properties) over 9 years ago

Jeremy - definately good suggestions - alot of people are dealing with a lot of anger - and we get the joy of being in the firing line sometimes.

 

Posted by Lise Howe, Assoc. Broker and Attorney Licensed in DC, MD, VA, (Keller Williams Capital Properties) over 9 years ago

Wonderful post, Jeremy, with great reminders to keep our cool and let the rant run its course.

Posted by Barbara Altieri, REALTOR-Fairfield County CT Homes/Condos For Sale (Kinard Realty Group - RealtyQuest Team, Fairfield and New Haven County CT Real Estate) over 9 years ago

Great tips: I really have to check myself and make sure I don't talk over a client or dominate the conversation. It really is important to listen more than you talk. Thanks for the reminder!

Posted by Cari Anderson over 9 years ago

We do get the brunt of somebody having a bad day sometimes.  Luckily that is very seldom.

Posted by Russ Ravary ~ Metro Detroit Realtor call (248) 310-6239, Michigan homes for sale ~ yesmyrealtor@gmail.com (Real Estate One) over 9 years ago

Jeremy - thanks for these great tips to keep in mind. In our business we all run into folks like this, and perhaps even ourselves can become that way. And being on the phone is so much more difficult because you have no visual nor body languae to help rread the other person.

And like theInternet, being on the phone sometimes brings out the worst in some folks - they woulnd't likely be quite the sanme if face to face.

Jeff

Posted by Jeff Dowler, CRS, The Southern California Relocation Dude (Solutions Real Estate ) over 9 years ago

If their is a way to avoid conflict I am all for it....very good tips....they just want to know you are with them

Posted by Dennis Duvernay Broker/Owner (Hillview Realty) over 9 years ago

My main tip is this...I'm not a whipping board and no one is allow to spew at me...no one.  If someone gets that angry on the phone I let them know that they'll have to speak to me when they calm down...simple!

PS...I can scream with the best of them!

Posted by Frank Castaldini, Realtor - Homes for Sale in San Francisco (Compass) over 9 years ago


Remember... every personal interaction is another opportunity to win referrals... by being professional and making a good impression.

Posted by George Fanucci, Internet - Technology - Business - Solutions (CoreFact.com) over 9 years ago

Great tips....concise and clear. Great post....good reminders.

Posted by Karen Fiddler, Broker/Owner, Orange County & Lake Arrowhead, CA (949)510-2395 (Karen Parsons-Fiddler, Broker 949-510-2395) over 9 years ago

Hi Jeremy~  There is never any excuse to ever be anything but professional in our behavior!  You get much further with honey!

Posted by Vickie McCartney, Broker, Real Estate Agent Owensboro KY (Maverick Realty) over 9 years ago

All good tips.  I once put the phone down on my desk and kept doing paperwork, while an angry client kept going on and on lamenting about the lender he chose and the partners he had.  Somehow he kept implicating me in it, even though I had nothing to do with either one of his choices.  I got a lot of paperwork done, while he rambled on.  The next day he apologized profusely and thanked me for letting him blow off steam.  I said:  "Don't mention it!"

Another time, a high power client was very rude and I told him that I will not allow him to talk to me that way and that if he didn't adjust his attitude, I was going to hang up.  He adjusted his attitude. 

Complaining without attacking the person gets you a lot further...

 

 

Posted by Mirela Monte, Myrtle Beach Real Estate (Buyers' Choice Realty) over 9 years ago

Now featured on the Optimist group!

Your father is a smart man!

Posted by Mirela Monte, Myrtle Beach Real Estate (Buyers' Choice Realty) over 9 years ago

Hi Jeremy -- I ditto Mirela's view -- #5 is so important as they can then assume ownership of the issue.

Posted by Chris Olsen, Broker Owner Cleveland Ohio Real Estate (Olsen Ziegler Realty) over 9 years ago

I usually just tell them I know where they live and I'm downloading their current coordinates as we speak. 

Posted by Lane Bailey, Realtor & Car Guy (Century 21 Results Realty) over 9 years ago

Jeremy, great points. You are right, arguing doesn't help. And sometimes letting them vent is the best. Finding an answer is easier when the anger is released! :-)

Posted by Marney Kirk, Towson, Maryland Real Estate (Cummings & Co. Realtors) over 9 years ago

Definitely keep it positive and stay away from any negative words or conversations.

Thanks!

-Phil Graves-

utahbuyeragent.com 

Posted by Phil Graves, Utah Buyer Agent (utahbuyeragent.com) over 9 years ago

Jeremy, Great post! Thanks for the tips.

Posted by Catina Wright, Your franklin county va expert (Lake & Land Realty) over 9 years ago

Jeremy, Great post! Thanks for the tips.

Posted by Catina Wright, Your franklin county va expert (Lake & Land Realty) over 9 years ago

Jeremy, Great post! Thanks for the tips.

Posted by Catina Wright, Your franklin county va expert (Lake & Land Realty) over 9 years ago

Where were you and your advice about 9:00 last night when I could just hear myself getting wound up on a phone call with another agent. It's not her fault what's going on, but' I know I was bordering on rude. Making a note to send a personal "sorry" tomorrow. Perfect timing for your blog, thanks.

Posted by Leslie Ebersole, I help brokers build businesses they love. (Swanepoel T3 Group) over 9 years ago

Great points Jeremy and well taken, thanks for reminding me I needed that.

Posted by Charles Stallions, 800-309-3414 - Pensacola, Pace or Gulf Breeze, Fl. (Charles Stallions Real Estate Services ) over 9 years ago

When all else fails you can always hang up.  LOL

Posted by Randy Prothero, Hawaii REALTOR, (808) 384-5645 (eXp Realty) over 9 years ago

When all else fails you can always hang up.  LOL

Posted by Randy Prothero, Hawaii REALTOR, (808) 384-5645 (eXp Realty) over 9 years ago

Sometimes it's just better to listen and let them get it off their chest.

Posted by Tammie White, Broker, Franklin TN Homes for Sale (Franklin Homes Realty LLC) over 9 years ago

John- Corded phones?  Really? They still exist?

Killian Properties- That is when you go & email them.  You then have written documentation of what you said.

Rick- The little share buttons are in your automatic signature. 

LOL Lane!

Posted by Jeremy Blanton, Myrtle Beach REALTOR®- myrtlebeachhomesblog.com (Myrtle Beach Homes Blog) over 9 years ago

It sounds like you hit a sore spot! I just let them roar!

Posted by Mark VanBuskirk, PA REALTOR Specializing in Carbon & Monroe County (Cassidon Realty ) over 9 years ago

Thanks Jeremy!  I recently read "How to Win Friends and Influence People" and am thoroughly convinced that the best way to handle someone who is angry and disagrees with you is to let them blow off some steam, sympathize and lead them to the right answer - just as you said :)

Posted by Lori Liveston (Virtual Homes, Real Estate) over 9 years ago

Good ideas.  Usually when you let them blow off steam they can calm down and approach the problem.

Posted by Iris Shamas (ITS Realty) over 9 years ago

Jeremy - I remember when I used to work at an apartment complex when I was in college, and my boss mentioned that the best strategy when someone was yelling/angry was to just listen, then to speak very softly and calmly in response.  It works!  Nice post, my friend.

Posted by Jason Crouch, Broker - Austin Texas Real Estate (512-796-7653) (Austin Texas Homes, LLC) over 9 years ago

Jeremy: I practiced all of these yesterday, and learned that they individual doing the yelling was really just venting. Now, can you please write a blog post about how to deal with people who send you rude/impolite emails?

Posted by Melissa Zavala, Broker, Escondido Real Estate, San Diego County (Broadpoint Properties) over 9 years ago

Excellent post! I've learned the best way is like you said..... "LET THEM TALK." Sometimes they just want to be heard!

Posted by Greg Nino, Houston, Texas (RE/MAX Compass, formerly RE/MAX WHP) over 9 years ago

I understand

other people have felt the same way

lets think of a way to correct the problem

Posted by Delaware Junk Removal Residential And Commercial Hauling Clean Outs, Whole House Clean Outs, Basements, Garages, Attics (Delaware Junk Removal 302-530-9186) over 9 years ago

Thanks for the reminder. Esp to shut up and listen!

Posted by Anonymous over 9 years ago

You never know what else is going on in their life. If the timing is right, sometimes asking" Is there anything I can do?" helps soothe the beast.

Posted by Pat, Ben and Martin Mullikin (M3 Realty) over 9 years ago

You never know what else is going on in their life. If the timing is right, sometimes asking" Is there anything I can do?" helps soothe the beast.

Posted by Pat, Ben and Martin Mullikin (M3 Realty) over 9 years ago

Great tips Jeremy.. Thanks for sharing. You are so right on the money here

Posted by Roland Woodworth, Q Realty - Power In Real Estate (Q Realty) over 9 years ago

Great tips, thanks for sharing.

Posted by Drick Ward Property Management / Broker Assoc, "RealtorDrick" - Experienced Representation (NEPTUNE REALTY) over 9 years ago

Jeremy, Great tips Thanks.

Posted by Scott Lewis, REALTOR, e-Pro,CIA,IMSD,GRI & CNE (The Bald Man Group) over 9 years ago

All points are soooooo true, but, whether you are the dialer or the receiver the calm, don't respond back in acrimony, etc is sometimes hard to remember!

Sue of Robin and Sue

Posted by Robin Dampier REALTOR®, Hendersonville & Western NC Real Estate Source (Coldwell Banker King) over 9 years ago

Had one of those guys today!  Ugh

Posted by Michael Cantwell (Envoy Mortgage - NMLSR ID #644428) over 9 years ago

nice job! thanks for the great advice.

Posted by Mark Cooper, Marin Commercial Leasing Agent (HL Commercial- Marin County, CA) over 9 years ago

I have heard of agents experiencing this with clients.  I do not have clients who would behave this way.  And as far as actually "yelling at me". NO WAY!  In my career, I have been SUPER FORTUNATE to work with intellectual, calm, rational, wonderful people.

Posted by Jenna Dixon, Empowers You With a Better Real Estate Experience (DRA Homes | Cobb County Real Estate ) over 9 years ago

These are great ways to handle an angry/frustrated person.  I guess I still do lots of phone time. Fortunately, generally people who aren't angry.

 

 

 

Posted by Christine Donovan, Broker/Attorney 714-319-9751 DRE01267479 - Costa M (Donovan Blatt Realty) over 9 years ago

Great tips. I love #3. That is very well put.

Posted by Mike Yeo (3:16 team REALTY) over 9 years ago

Jeremy,

I agree with your tips.  The ability to deal with difficult clients is a real "power tool"

Steve

Posted by Steve, Joel & Steve A. Chain (Chain Real Estate Investments & Mortgage, Steve & Joel Chain) over 9 years ago

Thanks Jeremy.  Sometimes we all need to reminded of the obvious.

Posted by Linda Lohman, Former Teacher/Broker (Fonville Morisey Realty) over 9 years ago

You are absoulutely right...I am dealing with a difficult Realtor and your tips applies!

Posted by Ritu Desai, Virginia Realtor-Fairfax/Loudoun/PW-703-625-4949 (Samson Properties) over 9 years ago

This was excellent Jeremy.  It is difficult but not impossible to deal effectively with an irate caller.  The caller has point they need to make.  Discern what that is, do not argue with them and diffuse the situation by humble means. 

Posted by Dan Quinn, Dan Quinn (The Eric Steart Group of Long & Foster Real Estate) over 9 years ago

Great advice Jeremy, avoid conflict and negative people!

Posted by Joseph D. Federico, Eastern Massachusetts Real Estate (Donahue Real Estate Co.) over 9 years ago

Jeremy, great advice and the right way to handle these.  I wish I could always follow your advice.  Sometimes emotions get the better of me though.

Posted by Gabe Sanders, Stuart Florida Real Estate (Real Estate of Florida specializing in Martin County Residential Homes, Condos and Land Sales) over 9 years ago

Let's start the week on the right note with a re-blog of those good reminders....:)

Posted by Catherine Chaudemanche - Edison & Central NJ, Full Time, Informed and Involved- Results Driven (Metuchen Keller Williams Elite Realty / Middlesex County, NJ) over 9 years ago

Good tips Jeremy although there are times when some of these people will respect someone who doesn't cower to their thoughtless communication.

Posted by Bill Gassett, Metrowest Massachusetts Real Estate (RE/MAX Executive Realty) over 9 years ago

Biting your tongue is not always an easy thing to do. 

Posted by Captain Wayne - Rowlett Real Estate School, Rowlett Real Estate School / Owner and Instructor (REcampus Fully Accredited Florida ONLINE & Classroom Training in Destin, Pensacola Florida) over 9 years ago

Thanks for the tips! I find it hard to handle these situations sometimes and usually pull off #1 because I don't want to say anything I'll regret!!

Posted by Jen Giraud (American Home Shield) over 8 years ago

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