The Challenging Client

 

The Challenging Client

More than likely, all real estate professionals have experienced a client who is, to say the least, a challenge. This kind of client can be difficult to communicate with, holds unrealistic expectations, might be a little needy, and ultimately requires a higher level of tactfulness and patience to establish a positive working relationship with. But how do you get there? How do you learn what makes this person tick in order to not only get the listing, but also reach a successful closing for both them and yourself?

 

First, set expectations on the front end.

Never promise a client more than you can deliver, and deliver easily. If you as a broker set lofty expectations, the client will not forget that, you’ve set the standard in their mind for what they can get for their property. Then in the end, if those expectations were not realistic, the odds of that client growing sour towards you are high. It’s best to set modest expectations from the outset.

 

Secondly, take the time to listen.

Nearly every owner has their “why” behind the decision to reach out to a commercial broker. Maybe they are needing to part ways with a long-held asset. Maybe their business is growing and they need to take the next step to accommodate that growth. Maybe there are familial tensions behind the scenes of a property. No matter what, there is likely some stress & apprehension behind the need for a broker. You have the opportunity to serve as their advocate in this process, take the time to listen to their concerns, assist in weighing the options, and sometimes just offer open ears.

 

Finally, remind the client you’re on their side.

Both brokers and their clients have the same goal in mind, their success. Whether it’s getting the most money for an owner, helping a business owner acquire a new property, or helping a landlord fill their vacancies, the end goal for both parties is the same. Sometimes it’s easy for both broker and client to stray away from the goal, especially if the situation gets more complicated, so it’s important to come back to center and remember the main objective.

 

Of course, as a last resort, you and the client may need to part ways. If the relationship becomes so strained that you are unable to serve them, that is the best option for all involved. Fortunately, in my 35 years of commercial real estate, I have never had to walk away from a client. That’s not to say that maybe I should have, but thankfully we both made it through to the bitter end.

Moral of the story, if you’re knee deep in a deal with an extremely difficult client, take a deep breath. Try one of my suggestions, and maybe the solution is just walking away. Challenging clients make you appreciate the easier ones so much more.