Honesty is the best policy right? That should always be the case. However, when delivering upsetting news it must be done with grace and tact. You can't tell one of your real estate clients they are denied that loan because their credit score is offensively low, right? Of course not. Instead you'll want to tell them that their credit score could use some improvements and then offer some solutions! That is some great customer service right there, and that client will remember you because of how you helped solve one of their problems.
Here are a few ways you can break bad news to your client:
1. Pick Up The Phone
You can do it over the phone. Some agents will like to deliver bad news in a "Positive Sandwich". ie you deliver the bad news sandwiched by two positive pieces of news. You can give the client the choice, "I have good news and bad news...which do you want first?" Or just start off the phone conversation with "I have some bad news..." then just break it down for them.
2. Text or Email
Just kidding! If delivering bad news, it should be done in person or over the phone. You are building long-term real life relationships. Bad news through text or email is a one-way trip to ghost city.
*Ghosting is a millennial term that describes a relationship where one person abruptly stops responding to phone calls, texts, facebook messages, etc.
3. In Person
Nobody likes hearing bad news. It sucks. Doing it in person allows you to be the person that comforts them. It's a way to build rapport, not an ideal method, but they will remember this when things are looking up in their life.
4. Treat it as News!
One great way to reframe their perspective is by not thinking of it as "bad" news, but just "news". It can be good or bad dpeending on your disposition. You can deliver it in a "glass is at half capacity" sort of way and move on from there.
5. Always Have Solutions
Your life can drastically improve if you are always solutions-oriented. For example, you can replace all your complaints with constructive criticsm on how to improve the situation. Same thing applies for bad news. No bad situation is always permanent...even in extreme cases like death, there is always a silver lining to be found. You can be that silver lining.
Bad news is a way to develop a deeper relationship with your clients, which thus helps generate more referrals and business for you. How do YOU break bad news to clients? Let us know in the comments below!
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