Have you ever noticed how our work in Real Estate is very much like parenting at times. It seems that all too often we are dealing with a petulant child. A person who will not listen to reason; a person who just wants what they want and they think it is your job and duty to give it to them. Like parenting we need to work with these petulant clients in a strong, and caring way. We need to let this person know that what they are asking is not possible, when it is. We need to help the client understand that their whims are not part of the process we call real estate. When we can do this in an authoritative way with love and kindness we sometimes can break through, sometimes not. As a parent I know my child is committed to me and will not go, as a Realtor® I don't have that same expectation that my client will stay. This difference is palpable and affects our bottom line. So what are we to do when a client makes unreasonable demands and refuses to listen? What do you do?
I have just such a situation tonight. What I decided to do was perform professionally and lovingly as I would with my child, but know that the line is drawn and you either understand or your don't. If you don't, that is ok. I will go find other clients who do, but if you do understand you are in real luck. We will both grow and thrive. To me this is what testimonials are all about. I want my client to not only like what I have done for them at the end of the road. I want them to be a life long advocate for how I have helped them through this process.
We who do real estate on a daily basis sometimes forget that our clients may only do it once or twice in a lifetime. It is their life and money on the line and they reallly do want to trust you, but we are not all worthy of that trust, are you? It is key to the success that you calmly and forcefully if need be let our clients know what is going to happen and what the outcome will be. When their desires are outside that realm it is our duty to explain it to them in a way that they understand. They really are children in this transaction. Children in the sense that they have done this rarely and this thing they have that they are trusting us with is their most important thing there is in there life.
These thought occurred to me tonight when my client asked me to jump through some hoops that have nothing to do with our transaction. What did I do, I ignored the request. What I wanted to do is to yell and scream about all I have done for you and what you have made me do, but I didn't. I am the adult here, I need to be the authority. I don't feel good, but I do know that is what a good parent would do.
Realtor®, Director of Marketing
Keller Williams Boston Southwest
680 High Street
Westwood, MA 02090