How to deal with an upset Client or Prospect

Services for Real Estate Pros with Morris Real Estate Marketing Group

realtors here is how to deal with an upset clientA 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:

  1. 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.
  2. 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?”
  3. If you are in the wrong, apologize. “I did send an email, but that message obviously did not get to you. And I should have tried to get hold of you by phone as well, but did not. I am very sorry about that.”
  4. Suggest a next step. “The next time you need to get hold of me, leave a voice mail and I will make it a priority to return your call within one business day.”
  5. Change the subject. Once you have dealt with the issue, do not prolong the discussion. Move on to new business, such as discussing upcoming viewings.

An upset client or prospect is not an easy situation to deal with. But if you follow these simple strategies, you stand a good chance of getting the relationship back on solid ground.

Takeaway point: Do not allow an upset client or prospect to turn into a nasty confrontation. Always remain calm and professional.

We offer the Referral Marketing System which includes: direct mail, email newsletters, website, and the best real estate CRM that will help you manage your entire real estate business.

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Cheri Long
Metro Brokers/Priority Properties, Inc. - Centennial, CO
Metro Denver Realtor- Your Home is my PRIORITY

Great advice.  I like the balloon analogy.  It works!

Dec 14, 2015 12:55 AM #1
Li Read
Sea to Sky Premier Properties (Salt Spring) - Salt Spring Island, BC
Caring expertise...knowledge for you!

Thoughtful post...with good suggestions.

Dec 14, 2015 04:28 AM #2
Ron Aguilar
Continental Mortgage - Saint George, UT
Mortgage & Real Estate Advisor since 1995

thanks for the post, very helpful

Dec 14, 2015 08:02 AM #3
Pam Dent
Gayle Harvey Real Estate, Inc. - Charlottesville, VA
REALTOR® - Charlottesville Virginia Homes / Horse

This is a good post; we all have to deal with the upset client now and then.  You have some good points on how to deal with the situation.

Dec 14, 2015 08:10 AM #4
Gene Riemenschneider
Home Point Real Estate - Brentwood, CA
Turning Houses into Homes

I like your approach, it allows your client to vent and then you offer constructive solutions.

Dec 14, 2015 08:16 AM #5
John Wiley
Fort Myers, FL
Lee County, FL, ECO Broker, GRI, SRES,GREEN,PSA

Lina, thanks for the thought provoking post. It really is important to show that the consumers feelings and thoughts are important. So we do need to listen.


Dec 14, 2015 08:35 AM #6
Michele Heaney

Very good advice

Dec 14, 2015 10:30 AM #7
Dörte Engel
RE/MAX Leading Edge - Bowie, MD
ABC - Annapolis, Bowie, Crofton & rest of Maryland

Dear Lina,

Great way to handle this. Better to take the bull by the horns.

Dec 14, 2015 11:31 AM #8
Sharon Parisi
United Real Estate Dallas - Dallas, TX
Dallas Homes

Listening to our clients' concerns is definitely a priority. Communication is a top skill for Realtors.

Dec 14, 2015 01:08 PM #9
Barbara Le Pine
Advantage Real Estate, serving Lincoln County - Newport, OR
Your agent for the Central Oregon Coast!

Deep breath, calm and low toned voice without a high pitch when I feel a conversation start to spiral. This is a very timely blog as the holidays are a rushed time for closing escrows before the new year. Great subject, excellent post!

Dec 14, 2015 01:57 PM #10
Teri Buchanan
Level Up Realty - Napa, CA
Seniors Real Estate Specialist in Napa Valley

If you're not getting back to a client in 24 hours, maybe you're not being responsive enough. I try to get back to clients within the hour. 


Dec 15, 2015 05:13 AM #11
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

I agree, you have to let them vent for a while, then summarize their concerns.  This list could be used when another agent is upset with you!

Dec 15, 2015 07:25 AM #12
Kimo Jarrett
WikiWiki Realty - Huntington Beach, CA
Pro Lifestyle Solutions

It depends on the circumstances, yet, when a client is uncomfortable or dissatisfied, letting them swim away might be more appropriate than trying to retain them. 

Dec 15, 2015 05:22 PM #13
TeamCHI - Complete Home Inspections, Inc.
Complete Home Inspections, Inc. - Brentwood, TN
Home Inspectons - Nashville, TN area - 615.661.029

 Good morning Lina. These are all good points. Sometimes letting them vent is a way for them to release frustrations.

Dec 15, 2015 05:54 PM #14
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