There are two types of people in the world, those who create problems and those who solve them. Which one are you?
Help People Move Forward
One of the jobs of a real estate agent is to help people move forward. This is our job whether we are working with sellers or buyers. Painfully few transactions are problem free or as I like to say, issue free. There are always "bumps in the road". Since we know that there will be issues with virtually every transaction, one would think that real estate agents would be able to foresee such issues and be ready to address them and resolve them. Unfortunately this is not the case.
How Could This Happen?
Much too often real estate agents, sellers, buyers, lenders and others involved in the real estate transaction like to play the blame game. Everyone is so busy pointing fingers and asking, "How could this happen?", that they fail to help the transaction move forward. We all know that these bumps in the road can be painful and usually come at the most inconvenient time, but that's just the nature of the business. The agents should not be the ones magnifying the issue. What has occurred cannot be undone. No amount of complaining, yelling or whining can change the issue. What is important to remember is that we all want what is best for our respective clients and we have to figure out a way to move forward if that is what our clients want us to do.
Prepare Your Clients
If the client wants to move forward with the transaction, the agents must come together help determine the best way to handle the issue. Whether it's a low appraisal, a horrible home inspection or a financing issue, we must find a way to overcome the issue. This is why it is so important to let our clients know during our initial meeting what issues can arise during the transaction. Although they may not remember half of what we say, we can remember them at every step what some of the issues are that can arise. No one likes surprises, especially when it comes to their money. Prepare your clients upfront to relieve some of the anxiety they are sure to be feeling later on in the transaction.
Don't Wait to Deliver the News
Don't wait to deliver the "bad news". Waiting only compounds the issue and creates more problems. Let all of the parties know what is going on as soon as possible. Before making the call to you client or the other agent, think about possible solutions to the issue. You want to be in "problem solver" mode. When delivering the news to your client or the other agent, be as positive and upbeat as you can. Your delivery and tone often determines how they will respond. If by chance they start on a rant, let them rant and get it out of their system. Once they have finished, let them know that you understand their frustration and ask them how they would like to move forward.
Are You a Problem Solver?
When issues arise, you can be part of the problem or part of the solution. Are you a problem creator or a problem solver?
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