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How to Stop Toxic Clients in Their Tracks

By
Real Estate Technology with Zurple

How to Handle Toxic Clients

As a real estate agent you encounter so many different people: some great and some – not so much. There are also a few clients who are downright mean. Or even toxic.

Tell-tale signs of a toxic client:

  • They take advantage of you. 
  • They can’t make up their minds.
  • They’re volatile
  • They are rude to you and your team.
  • They’re never satisfied. 
  • They suck up a disproportionate amount of time.
  • They cost you money and/or they don’t make you much money. 

If you decide a toxic client is worth keeping, here is an important piece of advice I want you to take to heart and put into action each and every time you end up with a difficult client. This approach also works for a high maintenance client.

Advice to follow to a tee when dealing with a difficult client: 

Be proactive and ask your client, “If there is ever a time when I have to break bad news to you, what is the best way to tell you?” Most likely no one has asked them this question before. If they’re at a loss as to what to say, you can make suggestions.

Here are a few examples:

  • I can tell you the moment I learn of any bad news or I can wait until the time / day you specify for our interactions.
  • My other clients preferred getting unpleasant news from me by email.
  • The way I’d share the news with you: I’d state the problem, its implications and possible solutions.
  • We'll discuss the situation in a professional manner.

After they tell you their preference, REPEAT those preferences back to them. If they change them, REPEAT back the revised version. To reinforce, send a follow up email spelling out the steps and what you’ve agreed on.

When you’re in a crisis situation, refer to the conversation you’ve had in the beginning of your relationship and then follow the protocol the client has agreed to.

You can thank me for this advice later.

What approach has worked for you when dealing with a difficult client? Share in the comments below.


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Show All Comments Sort:
Connie Goodrich
Keller Williams Realty - McKinney, TX
CRS ABR (McKinney Realtor)Texas

If you have been in the business for a length of time you know that we have the unfortunate displeasure of having a toxic client.  The key .. choice to work with them.  For varied reasons you may elect to represent them.  With that choice becomes the obligation to be the very best representative and also acceptance of the attitude baggage that client brings with them.  Having set that expectation upfront will give you insight on how to make this a win-win as possible by working with them at their needs level.  It sometimes is a hard choice but being aware and prepared makes that journey more successful and even maybe yields to mutual respect and trust from the client.  Nice post!

Oct 09, 2015 01:32 AM
Sandy Padula & Norm Padula, JD, GRI
HomeSmart Realty West & Florida Realty Investments - , CA
Presence, Persistence & Perseverance

Irina Jordan This is extremely helpful information and advice. No question this group are toxic people.

Oct 09, 2015 01:52 AM
Kameela Wardsworth
Raleigh Cary Realty - Raleigh, NC

Thank you for the advice! I find that there are some clients like this and your tips will definitely help with them.

Oct 09, 2015 01:58 AM
Nicole Doty - Gilbert Real Estate Expert
Zion Realty - Gilbert, AZ
Broker/Owner of Zion Realty ZionRealtyAZ.com

I've been lucky the past few years. I haven't had any unruly clients other than those that can't make up their minds or try and take up way too much of your time. It's pretty easy for me to set boundaries with those types. 

Oct 09, 2015 02:37 AM
Sandra Thomas
Re/Max Achievers - London, OH

Good advice.  Seems like the law of averages that we'll all have a difficult client at some point.

Oct 09, 2015 03:44 AM