Hate Your Client Like You Hate Yourself

A Shocking E-mail Message

Shortly after closing a transaction in which I represented the buyer, I received a short e-mail message from the listing agent. The agent, referring to their own client, wrote "...I'm just glad they're leaving town. I wouldn't want them hanging around telling everyone what they think of my services." This wasn't the first revelation that this broker hated their client, but it was amazing that it was put in writing! Over the phone the broker had referred to their client using derogatory names and descriptions throughout most of the transaction.

We All Encounter Difficult Clients

I don't know if this broker's clients were difficult or not. But let's assume they were. So what? Difficult clients make up an important part of the market, and we're professionals who signed up to serve them. And if that's not enough, there is absolutely nothing to be gained by hating the client, let alone broadcasting it.

I Love Difficult Clients

My client in this transaction wasn't difficult at all, but ironically, I met my client directly as a result of work I had done for a very difficult client of my own, the kind many brokers would have walked away from. I love difficult clients, because many of them turn into raving fans of good service when they get it, and it leads to a lot of good referrals and business.

Hate Your Client If You Hate Yourself

One other thing this broker did in equal measure to exhibiting hatred for their client was complaining that it is impossible to make a living in the terrible real estate market. I work in the same market, and don't find it terrible at all. But I don't hate any of my clients, ever, and new business keeps coming to me from serving them well, especially the more difficult of them. I couldn't afford to hate any of them even if I wanted to!