Not just in real estate do we encounter a crisis.
This is something that is unavoidable in our every day lives whether dealing with friends, family or clients. If you can take the time to stop, think about it and do these 5 steps you will be able to resolve the crisis at hand.
Five Steps That Will Help You Resolve A Crisis
Anyone in the real estate business for any length of time has faced a crisis... a time of intense difficulty, trouble, a turning point and or a time when a difficult or important decision must be made... In fact most agents are called to deal with a crisis of one kind or another on a regular basis.... I have taught the following 5 Steps for many years and agents always give me positive feedback after using them... Most every agents tells me they love the questions in #3 & #4...
1. Don't bury your head in the sand and hope the crisis will pass. This is the worst possible way to deal with any problem.
Agents should face the crisis head on by first listening to the client to identify the problem. From this point, they can begin to understand exactly what the issues are so that they can start to work on a possible resolution.
2. Define and Clarify the Crisis: Occasionally, issues get all jumbled up into one big kettle of discontent. To separate fact from fiction and to give your clients the best chance at moving towards a successful end result, agents need to develop their investigative skills.
How can an agent learn investigative skills? They must simple learn to ask great questions. Many clients will feel a great sense of relief once they have been able to vent their feelings and express their concerns. Use the simple list below as a guide:
• Encourage – “Please tell me more…”
• Clarify – “When did that happen?”
• Normalizing – “I’ve had other clients…”
• Empathizing – “I can appreciate that…”
• Soliciting – “ I would like your ideas on that …”
• Validating _ “I appreciate your willingness…”
3. Unemotionally Discuss the Issues: This is easy to say and hard to do. People become emotional during a crisis; so it is easy, as real estate professionals to become swept up into the hurricane of emotion. But that is not what we are paid to do! We must remain calm even when other immature agents are emotional during a transaction. That’s just part of being a real estate professional.
Occasionally people and problems get mixed up together. To separate the two, ask the person who is upset this question, “Listen, it sounds like you’re upset. Are you upset at me or the situation?”
4. Develop a Solution to the Crisis: Professionals look for ways to create solutions where both parties may have to give some ground to create an agreement they can live with. How do you find a solution?
One way is to ask the parties involved. Use this script, “What do you think the solution is? If that is not possible, is there anything else that would make you feel better about the situation?”
Another way to find a solution is to ask for input from others in your office. Your broker, manager or agents who may have experienced similar problems may be able to offer unique solutions that you have not yet thought of. In addition ask the other side of the transaction for their input.
5. Once you have agreement to the solution, you must immediately take action. Often we don’t necessarily have to create a perfect agreement as long as we are taking the steps to move everyone forward. Most folks will recognize that it may take time to solve a crisis. What they want to know is that steps are being taken to begin the process.
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