When someone complains in the real estate business
There’s going to be a time in one’s real estate career that someone is going to be unhappy. The important key here is not to react instantly and be able to listen to the exact nature of the complaint, because it very well may help us in the future.
Initially, you will need to listen to the entire story without trying to come up with an instant resolution. The complaint may require extensive research or the solution to the complaint may simply lie in better future communication. When someone makes a complaint it is really a two-fold subject.
- The customer wants to feel someone is listening.
- The complaint can help the agent from making the same mistake again.
It is important when listening not to get defensive. You never want to blame the client, even if it is their fault. Thank the person for giving you the opportunity to identify the problem and work on rectifying it. Chances are you will keep that person as a future client or at least reap the benefits of a referral. The purpose is to please and satisfy the client. If it wasn’t important, chances are the customer would not be complaining, so one must always recognize the validity of any complaint. Every complaint should be handled as a learning experience.
Always have a resolution for the complaint. If one person thought it was important enough to call and complain, one might have to consider there might be others who have not taken the time or even bothered to call you. These may have been future clients, so it is always very important to take each complaint seriously.
photo credit: iluvrhinestones
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