It is very hard to give 125% service to a client that does not deserve it by their resistant behavior. Many agents make a career out of working with difficult people when there are so many nice ones to choose from. The bottom line is lead generation. Do alot of it and you can pick and choose your clientele, don't do it and you will be stuck with the clients below. However, let's say they sneak up on you packaged in a wonderful client and then spring their unusualness on you... here are some tips that I learned after 12 years in my previous career as a Realtor....

1. THE KNOW-IT-ALL. This customer is obnoxious, adversarial, resists your ideas and is always telling you how to do your job.

1A. In my experience these people are a little insecure and need to tell the world their worth. Well, in my opinion you should listen to them, agree as far as you can and suggest alternative methods in addition to theirs. However, never let them dictate the incorrect procedure, method, order or allow them to change your track. The agent must believe themselves to be the professional and must always be able to walk away from a transaction. The minute you can walk away, is the minute you have control. Be nice, suggest alternatives, do as much as you can for them, but when they cross the line asking you to do things that are not best for them or you - be firm. Then be firm again and again. If they don't get it and you can't live with it, let them go nicely. A nice let down would be: "Mr. Johnson, I do not believe that I can meet your expectations, maybe Steve in my office can do that for you.. he might have more experience with that. Let me have Steve give you a call today. Thank you for your time!" Then call Steve, give Steve the client and receive a 30% referral fee. You are now free to find a nicer experience.

2. THE WORRY WART. This customer is nervous, anxious, fears for the worst and calls you night and day to see how things are going.

2A. In my experience a good presentation outlining the potential problems in a listing i.e.: A. agents that don't show up for appointments B. Mistakes on the flyers or ads C. Brochures that run out on a Saturday morning, etc. These have to be addressed in a fun and informational manner. Go ahead and explain how your systems works, try to prevent problems and worries, but I guarantee they will happen. Then set reasonable expectation at the presentation, whether buyer or seller, as to what they can expect. For instance I told every Seller that they can expect a call from me every 10 working days and any more than that would pull me away from the job of matching the perfect buyer campaign to their home. Of course in the spirit of under promising and over delivering, I always out-performed my promises which cured 95% of all worry warts. So a combination of good presentation and under promise, over deliver will always put a nervous Nell on the rebound.

3. THE UNDECIDED. These customers can't decide anything ... what kind of house or
neighborhood they're looking for, what their price range is, or even whether they really want to buy or sell.

3A. This is easy. New agents work with under-motivated clients. Top agents search for motivation before they invest time. The best way is to have a list of questions by the phone ... one for sellers and one for buyers. If they do not seem like they will jump through the hoops to get the job done, have enough leads to give you the guts to let go of the under motivated. My sellers had to have good reasons to sell (not just testing the market), are willing to price very realistically, will allow all my marketing methods without any restrictions, and have to be pleasant. If not I will not spend time away from my F words of family, faith, fun, friends, fitness and finances. My buyers had to jump through 5 hoops before I would invest valuable time and resources. If not, I referred them out. They must be motivated for me to give 125% ... the same percentage that separates you from the service a regular agent offers, verses a superstar agent.

4. THE SILENT SAM. These customers never let you know what's on they're mind.
These are sellers who won't tell you their goals or timeline, or buyers who won't let you know if they'd prefer a ranch, a two-story, or a castle with a moat around it.

4A. If this is your problem, then you are not asking enough questions (see above, have them written down so you don't forget and also so you don't get bamboozled) and shame on you. However, if they don't really know, educate them and spend time with them if you believe them to have an underlying motivation. However, lack of clarity comes from lack of motivation so see the previous answer. I spent alot of time early in my career with clients who did not want to answer the questions mentioned earlier, but when I explained that those answers were necessary to the process of delivering top dollar in net equity at a rapid pace, or I explained to buyers that if I knew more that sometimes I could uncover potential sellers that no one else may be able to deliver, I usually had my answers. Do not work without the answers!

5. THE WEASEL. This kind of customer wants you to break rules and do things that are unethical. He or she wants you to back out of contracts, fail to make disclosures, and renege on promises to buyers.

5A. I don't do slimey. If it is in the gray area, let someone else handle it and refer it out. There is right and wrong and no reason to do wrong when there are so many clients out there. Just generate leads so that you feel good about just saying no.

6. THE PUPPET. This customer is a close-cousin to THE UNDECIDED. He or she is easily manipulated by family or friends and even the checker at the grocery store who once knew someone who bought a home.

6A. This is probably the easiest to cure. Ask the question!!!!!!!!! If they have advisors, ask and then require them to be at the listing presentation, at the offer, at the showings when they are helping a buyer, and so on. When it is a surprise, then get them on the phone right then and there. Nothing ever diffuses an advisor better than you calling with their advisee right there. Unreasonableness disappears when the advisor is consulted by the agent. By all means always include the advisor as soon as possible to make them feel important - they sometimes then will be your best ally!

Taking control of your business and career now will ensure your long term success!

Just thought you should know.

Have a profitable day!

Steven