Don’t argue with your clients “macerate” them…

Questions are a great tool for revealing the limits of understanding of our clients.  Don't forget to ask pointed, incisive questions.

Great reminder...and good timing for a client I am currently dealing with...thanks for the post!

Part of the job in real estate is education. We owe our clients the time for clarity and understanding on all steps of the real estate process and we must be willing to answer all their questions. 

Made this mistaked once, but don't really regret it. I had the seller and the day before closing he said that he would refuse to close if a few more dollars weren't thrown at him after both sides already reduced our commissions.

I did break down the contract and explained that he would owe us as the listing broker our full commission whether he closed or not and then the buyer could sue him to perform.

End result, I caved-in for the sake of the buyer. The ONLY thing I regret, now, is caving in. I had the full support of my broker and we would have gone to the wall to get paid in full and we had another four months on the exclusive listing agreement.

I chalked it up to doing the right thing...at least I think I did but I still regret it.

Bryant #4, I was told that too.

Alan #29, How can you claim that? It HAS to be affecting your eyesight - you're WEARING GLASSES!

-Both of you guys possess great humor!

You're 'on target' with this post, James. And thanks for the word of the day!

It's funny how appropriate this blog is! Lately it has been a struggle to stay out of jail for killing some clients. (just joking of course) Sometimes I do forget that the irrational behavior they are exibiting may be due to their lack of understanding. I try to bend over backwards to explain everything in plain english, but we still may not be speaking the same language. I'm working on rephrasing, not just repeating when they are having a hard time grasping what I am presenting. I remember that before I was in real estate I had no idea how it works, although I thought I did!

It is funny the timing of the blog as I recently found myself in the position of arguing with a client.  I quickly stopped but was quelled by the statement of a comedian who stated "you can be right or you can be happy" and immediately my thoughts of being happy overtook the thoughts of being right..................chris

Too Funny!  You learn the darndest things on AR...I'm up for a little maceration myself! 

I have found that you can almost never explain too much...especially to out-of-staters and first time buyers.

Susan Horner, you must be having a week like mine, LOL!!!!  Ain't it the truth!

Thanks, James!  I haven't giggled all day long until I read this post of yours.  I feel SO MUCH BETTER now!

Wonderful   Thank you

meaning of macerate is: to soften

Had a client unhappy with her pictures;  I was about to argue after a very long stressful day,

I said quietly   You are right  I can do better   Let's reshoot the photo's.

It was like letting the air out of the argument.

Macerate sounds much better than expressed hot air ;)

Thank you

David Pylyp

Living in Toronto

That was short, sweet and to the point. And with it a new word of the day. Well said James!

Matt

I agree with Lenn's comment, amazing how much they don't know, that they don't know~

Well said, James. We are in the people business and we have to soften the communication process, sometimes, in order to get to a successful conclusion.

Woody

Love it: macerate: soften and break down into componentparts. thanks for adding a new word to my vocabulary and an improved way of discussing complicated areas.

I completely agree.  In my experience, when I 'dumb' the information down when working with clients I've noticed I don't encounter much, if any problems.  It's when I assume they know the process and don't take the time to have the discussions that I end up spending more time jumping hurdles.

I love Lenn's comment.

Reminds me of an old saying my Mom used to quote - "He who knows not and knows not that he knows not..." But then I forget the rest. What are we supposed to do with him?

To Bob (#73) I think you did the right thing - because your buyer would have suffered if you hadn't. And even if you didn't like the buyers and didn't care if they got a house or not... unhappy buyers who tell the world that YOU cost them their house are really bad for business.

Oh - and I agree with this post. Avoid misunderstandings any time and any way you can. Even when it means breaking information into its smallest components.

sweet and to the point. It's hard not to get emotional when trying to convey your point to some clients but in the end, we just want what is best for them

Great title. Most client objections can be handled with a through knowledge of the contract.