Five Steps That Will Help You Resolve A Crisis

Real Estate Agent with Cactus Valley Realty AZ# SA648945000

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.

Original content by Beth and Richard Witt

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.


Comments (5)

Beth and Richard Witt
Long Island Cash Home Buyer - Center Moriches, NY
Long Island Cash Home Buyer 516-330-6940

Thank you for the re-blog Christa...

Aug 08, 2014 04:59 AM
Patrick White
Home Driven Realty, Inc - Baldwin, NY
Driven to bring New Yorkers home

Good Afternoon Christa

Thanks for the post and information. Have a great week

Aug 08, 2014 05:01 AM
Christa Hobart
Cactus Valley Realty - San Tan Valley, AZ
Arizona Property Sellers

You are quite welcome Richard & Beth Witt it was well worth the re-blog.  Great tips here.

Patrick White I'm glad I could pass along such a wonderful blog to start with.  I hope you have a great week as well.

Aug 12, 2014 12:41 AM
Bob "RealMan" Timm
Ward County Notary Services - Minot, ND
Owner of Ward Co. Notary Services, retired Realtor

Good stuff Christa. #1 is good but it should also be balanced with "Don't React", take time to think it through. I've found I can be much more civil after a nights sleep, even if the situation made it a restless nights sleep.

Aug 12, 2014 05:05 AM
Christa Hobart
Cactus Valley Realty - San Tan Valley, AZ
Arizona Property Sellers

Bob "RealMan" Timm It is so much better if you can take the time to think about the situation before reacting but most people do not do that.  I think it is so much easier for people to just react which is sad because that is when things can turn ugly real quick.  

Aug 13, 2014 05:47 AM

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