Dilemma ....hmmmm

Tina,

You handled it exactly the way you should have -- very professionally. 

I agree you did a perfect job handling it.  Show her why you are different and will be successful Tina. 

I had the same problem with a client.  What I did was continually apologize for the actions of the other agent who was actually doing illegal things.  Let the client know that she had every right to report this agent to the real estate commission.  And every chance that I got, killed her with professionalism.  I was cautious not to do anything that could have been remotely perceived as improper or unprofessional as her lousy experience had her in an extremely distrustful state.  Basically, I built a relationship to overcome previous negative experience.

Never say anything negative about the other agent...but I'm sure you already know that.  It's really just one persons (the buyers) word against another persons (the Realtors) word.  It could be a misunderstanding, a personality conflict, the realtor and/or buyer had a bad day, etc.  I would then find out if the buyer wa tied into a buyer agreement with the other realtor.  Then I would handle with kid gloves until you each get to know each other.

 

Tina - you did the right thing, now I would suggest just giving this person world class treatment

All you can do is contradict that negative experience and prove that all Realtors are not the same...but never say anything negative about your competition......

In truth, you are always being judged by clients -- judged by comparison with clients' experiences with other agents.  Always be yourself, always be ethical, always listen more than you talk...with persons upset by experiences with other agents!

Apologize for her bad experience and assure her she not has the right person.  Live up to it and all will be well.  NEVER GET IN ON BAD MOUTHING THE OTHER AGENT.

My experience tells me that when a new client starts out the process by complaining about the previous agent there is a good chance this person is a habitual complainer. Be prepared to be the agent getting complained about to the next agent if things don't go smoothly, which they rarely do when it come to habitual complainers.

I like Terry's comments above:

always listen more than you talk...

I think it will be good to establish clear expectations. You say "I explained what she could expect from me and our team, while representing her."

I think if you want to be an agent that this customer does well with, you need to make sure the opposite of this is true.... what is she expecting from you. Ask her specifically what things she expects and/or did not like in general and/or with the previous experience. Its a way for you to understand what to do. Just a small example, but maybe she expects that her agent wears a purple hat. Obviously that is a silly example - but just trying to show that sometimes expectations are what lead to conflicts.

Looks like you did the right thing, Tina (and professional too!).

You made the right decision. I always take it as a signal to be overly mothering to these clients a document exactly what they ask for and exactly what I have done to achieve this. I would suggest doing so with all of your team as well

Good job in neing positve! Also be very very diigent in your follow up and follow through. People like this are called ASD's in our office. Attention Sucking Devices...they thrive on negative energy and snack on your time and expertice.They need attention to be focused on them and their needyness. Good lock and again Good Job 

Awesome your doing your job and doing it well you are a "Professional" our COE tells us that we shouldn't be talking bad about other Realtors....be the professional you are