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How to deal with an upset Client or Prospect
A new client thinks you are not doing enough to sell his home...
A prospect is irate because you have not returned a phone call fast enough...
A past client is offended because you have not been in touch with her for a while.
No matter how carefully you manage your prospect and client relationships, there are bound to be times when someone gets upset. It happens.
How do you deal with an upset Client or Prospect?
It is very important that you not allow yourself to get drawn in emotionally and become upset. Two angry people rarely accomplish much. Instead, use the following tips to resolve the situation:
Allow the prospect or client to vent for a few moments without interruption. Think of his anger as a blown-up balloon. The more he vents, the more that balloon will deflate. Summarize their concerns. This demonstrates that you have been listening. Here is an example: “So, if I understand you correctly, you left two voice mail messages for me and also sent an email. Yet, no one from my office got back to you. Is that right?” If you are in the wrong, apologize. “I did send an email, but that message obviously did not get to you. And I should ... more

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