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The art of saying "NO"

By Sam Sams

Services for Real Estate Pros

April 23, 2008 02:16 AM

How many times have you told a customer that you could not help them. Come on! I tell at least 2 people a day that they are not a good fit for my companies program but I can give them advice on what to do to help themselves in the future. Sometimes good, professional, and honest advice is the best thing you can give a customer. You may be able to possibly send them to someone who can help them and return them back to you as a qualified customer or even gain a good referral source. Keep in mind that one of the best things you can do in sales is learn how to say "NO" without saying "NO"!

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Alan Ford

Keller Williams - Vancouver, WA

Great advice! I think in this market many of us are hungry and we say yes to everything without really taking time to consider whether or not we are a good fit for the client.

Apr 23, 2008 02:20 AM

Ron Mackey

Connect Financial Services - Roseville, CA

I learned to do this a long time ago. As well as say "I don't know." However I will find out. Good advice.

Apr 23, 2008 02:23 AM

Michael Setunsky

Woodbridge, VA

Your Commercial Real Estate Link to Northern VA

I agree, helping them resolve their issues will more than likely result in future business and referrals.

Good Post!

Apr 23, 2008 02:33 AM

Geoff Scowcroft

Coldwell Banker - Studio City, CA

Part of our job is educating our clients and understanding their motivation. At times it is best for an agent to step away from a client. For some reason they're not able to get their clients to understand the market or to truly understand where they are.

Apr 23, 2008 04:14 PM

John Gray

Windermere Real Estate - McKenzie Bridge, OR

McKenzie Valley Realtor

Excellent advice. I've never told a contact that I can't help them - but I have definitely given advice, and specific direction on how to best meet their needs in ways they may not have considered. It's pretty obvious within the first few minutes of conversation whether I am really going to be able to help them or not - and to positively redirect them if I'm not. Most people really appreciate honest professional advice that isn't going to benefit the advice-giver. You never know when that brief, open conversation may produce a referral because of your advice - it's happens to us!

Apr 23, 2008 04:29 PM

Peter Wolf

Coldwell Banker - Valley Village, CA

If you work for the customer instead of the commission, usually good things happen. Closing a sale is money in your pocket, but gaining a client for life is what the goal should be to accomplish.

Apr 23, 2008 04:35 PM

Matt Odell

GVC Mortgage-Carmel - Carmel, IN

Home Mortgage Specialist with GVC Mortgage-Carmel

True True, it's better to be honest than waste your time and theirs.

Apr 24, 2008 01:58 AM

Jim Crawford

Long & Foster - Fredericksburg, VA

Jim Crawford Broker Associate Fredericksburg VA

That is very smart and very professional advice!

Apr 24, 2008 01:59 AM

Karen Hurst

RICOASTALLIVING.COM - Warwick, RI

Rhode Island Waterfront!

I totally loved and agreed with the answer above from Peter Wolf! Work for the customer, period!

Apr 24, 2008 03:06 AM

Brad Taylor, REALTOR® for Toledo, Ohio

DiSalle Real Estate Co. - Toledo, OH

If its not a good for me its easy to say no; with gas costing $3.50 it makes sense to say no.

Apr 24, 2008 04:32 AM

Jeff Fullmer

FM Properties - Idaho Falls, ID

Real Estate Investor/Financier

I have never regretted telling someone "no" or that "it would not make sense."

Apr 24, 2008 10:59 AM

Jacqueline Tolstyka

Coldwell Banker Schmidt Realtors - Cheboygan, MI

Realtor - Selling Beautiful Northern Michigan

In our current market if I cannot come up with the value they are hoping for it is better for all concerned to walk away or tell them to wait if they can until the market picks up. They don't need to have their home sit and sit on the market while getting frustrated at their agent and we don't need to spend our advertising dollars on an over-priced listing. The market will come back and we will have all learned a great deal.

Apr 25, 2008 06:50 AM

Annie & Bob Pacieznik

REMAX - Edina, MN

I think that you are spot on. Saying No tactfully helps us to maintain our integrity and also allows the other party to do the same. No one is well served when someone in a partnership is not really "in." Thanks.

Apr 25, 2008 07:45 AM

Harold "Hal" Place

A1 Connection Realty, Inc. - Sun City Center, FL

Morning,

Those two letters can be so difficult to say and put in place. It takes some forethought but one can use them so effectively. Thanks for the post and bringing the subject forefront to us.

Apr 27, 2008 12:38 AM

Mary Strang

Viroqua, WI

When an agent is a full time professional, it is much easier to say no to a customer, as we have a business. If you are just stating out many newbies may be willing to do what ever it takes to have a customer. I personally am glad I don't have to do that, and often tell someone NO you need legal advise not a Realtors opinion. If it is not a good fit, I prefer to move on and especially in this type of a market where it is not wise to be everything to everybody.

Apr 27, 2008 03:45 AM

LaNita Cates

REMAX of Joliet - Joliet, IL

I've told buyers "no thank you" because they are difficult from the get-go. I simply don't have the time or patience to deal with people like that.

Apr 27, 2008 08:01 AM