When you work with home buyers and sellers, your goal is to keep them happy and help them fulfill their real estate needs. However, we all know that the process of buying or selling a home can be fraught with various hurdles. The difficulties can arise from every area imaginable. Some of those difficulties you can prevent or address, others are simply out of your control.
Regardless of the hurdles buyers and sellers face, they may feel dissatisfied with the process and lay some (or most!) of the blame for their dissatisfaction on you. That’s natural.
It’s how you handle that dissatisfaction which will determine whether you can salvage the business relationship with them. It’s imperative to restore a sense of trust and partnership in order to rely on them for a good testimonial, future business and referrals.
Since you likely cannot remedy the situation by solving all the problems that arose, erasing the past or even repeating the process to show them how you can flawlessly sell a home for them or help them buy a new one, it’s important instead to make sure you take the time to slow down and listen to their complaint(s). They may not even want an apology, but they do want to be heard. They want acknowledgement that the stress and inconvenience they faced was not pleasant and that you agree with them. They’re looking for justification of why they were upset. Acknowledge their dissatisfaction.
Even though you cannot travel back in time to make things right, you can have an open mind and open ears to listen and nod in agreement. Sometimes it’s quicker and easier to quickly and profusely apologize. Instead, before responding quickly, take the time to hear out your clients completely. Then, of course, apologize, but empathize as well. A little empathy can go a long way to salvaging a business relationship!
Let us know how you handle difficult customer service situations and what successes you have garnered from relationships you weren’t sure could be saved.