It's about my clients!

Many years ago I had a client who was yelling and cursing on the phone with me. He ranted and raved and I listened quietly. The market was slow, we had a very sophisticated buyer who had a 3 page checklist of things to be done that his partner's son was supposed to already have done.

He called me back within a half an hour to apologize to me. It wasn't a big deal for me, because I knew he was upset about the situation, not upset with me.

When I train agents and when I work with clients I always try to remember that the transaction is very often the biggest one of their lives. It is not about the commission, it is about them finding a home or selling their property.

When they get upset, I listen and try to help, but sometimes just listening is enough.

All the best!

Kevin

 
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17 Comments on It's not about me.

JUL
22
2008
1,403,468 Points 54 Featured Posts Outside Blog Called Shot Master

Kevin...Great attitude.  I will bet that you sleep very well at night!!!
10:47am • #1

This is the attitude we need to remember in life - not just in business - it's not about us...often it's the bad day they are having or a bad negotiation OR they just don't feel well - take a step back and consider...difficult to do, but necessary!
11:05am • #2
152,879 Points 3 Featured Posts Localism Sponsor Outside Blog Hit Router Attended Rain Camp

Great post Joan, sometimes we let ourselves get in the way of working through what the clients needs are.
11:07am • #3
121,522 Points

William: Thank you (I sleep really well, it's a blessing)

Joan: I have come across people even salespeople at stores and ask if I did something or are they having a bad day.  Usually people lighten up a little then.

Lori: Thank you.
11:15am • #4
129,765 Points 1 Featured Post Outside Blog

Many times people just need to get it out and for someone to listen to them. This however doesn't mean being berated by a frustrated client is acceptable. We all have our own tolerance levels and acceptable behavior levels.
11:39am • #5
121,522 Points

Rich: I wouldn't tolerate cursing at me, unless I knew they were really upset about something else or the situation.
11:50am • #6
984,657 Points 106 Featured Posts Localism Sponsor Outside Blog

Sometimes clients apologize to me when they realize they've been sobbing on the phone to me, but emotions run high during escrow. It's part of my job to listen to them and try to help them work through these minor upsets.

elizabeth weintraub sacramento real estate agent
5:04pm • #7
1 Featured Post

Kevin, good way to be, I don't think it would work better any other way.
5:06pm • #8
121,522 Points

Elizabeth: it can be very emotional.

Peter: Thank you
5:46pm • #9

sometimes just listening is enough.

Hi Kevin,

Very well said.  I'm on the other side of the fence.  Sometimes I get calls from agents.  In fact, I had a call this morning about a team suddenly, and unexpectedly, breaking up.  The listening principle is the same.
Not Yet Licensed
5:57pm • #10
2 Featured Posts

Hello Kevin- I like you attitude because it is like mine!! The golden rule in business is...the customer is always right! I learned that in retail many years ago.
6:31pm • #11
138,271 Points 4 Featured Posts Localism Sponsor Outside Blog

Kevin- I agree that you have a great attitude- We had a similiar incident today, and actually things like this are occurring very often with our buyers. It is a scary time and tension is high- So if we calmly listen- more times than not what they really need is to be heard! Great Post!
6:58pm • #12
301,384 Points 55 Featured Posts Localism Sponsor Outside Blog

A good Realtor is ALL EARS and LESS MOUTH!
7:24pm • #13
629,905 Points 18 Featured Posts Localism Sponsor Outside Blog Called Shot Master

Kevin,

Thank you for the post it confirms what I have been saying for the past 9 years.  It is not about the money it is about meeting my clients needs.

Don R.
9:00pm • #14
JUL
23
2008
531,250 Points 33 Featured Posts Localism Sponsor Outside Blog Attended Rain Camp Called Shot Master

you're absolutely right! sometimes, and actually Often 'listening' is all they want.........I know when i'm upset, thats usually all i want.........a listening ear...:-)
1:39am • #15
121,522 Points

NYL: It is very important to listen. Too many people are trying to think of what they will say next instead of listening.

Lori:  Sometimes we have to educate the customer, but we need to treat them well.

Barbara: Thank you. It can be very stressful out there.
10:47am • #16
121,522 Points

Carol: So true. Sometimes when I show houses, I say nothing, let the people get a feel for the house and let the house speak for itself.

Don: It's all about them.

 
10:49am • #17


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Kevin O'Shea, White Plains, NY Real Estate

White Plains, NY

More about me…

Coldwell Banker

Address: 278 Mamaroneck Ave., White Plains, NY, 10605

Office Phone: (914) 997-0097

Cell Phone: (914) 262-1931

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