Friday, March 12, 2010
The real estate sales associates are sure to deal with some cranky client at some part of their career. But it is natural that the client gets angry when they are worried about the transaction.
There are certain ways to deal with such type of cranky clients. The associates should pay close attention to the client's concern and should use a 'pattern interrupt', in which they take time to note down what he or she is saying. According to Neurolinguistic programming experts, the anger would recede as they read back what has been said once they calm down later.
Apologies from the side of associates should be avoided since they can escalate the situation. It would be better to take a proactive approach instead and ask them what can be done to fix the problem. This strategy would reduce the tension of the situation and make the client feel better about working with the associate.



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