The Authentic Agent Blog

Diffusing Tension & Client Frustration

October 11, 2021

Today, put yourself in your clients shoes…You’re a first time home buyer, ecstatic to start looking for your first home. You search far and wide, but nothing really gives you that  “feeling”. You want it to be absolutely perfect, and we don’t blame you- this is a huge purchase. After months of searching, you finally find your dream home, and are ready to put in an offer. Come to find out, after inspection, it has major structural problems with the foundation. For obvious reasons, that’s a deal breaker for pretty much everyone… so, what now?

It can be incredibly frustrating (and sometimes devastating) when things don’t go according to plan. When someone is at the point of putting in an offer, that means they absolutely love the property, it’s completely understandable for your clients to be upset. Whether you’re having trouble getting your offer accepted, or you’re waiting on the results of an inspection, there’s lots of opportunity for things to go wrong. That’s where you come in. Your client didn’t choose to work with an agent to have to go through this alone, it’s your job to:

  • Offer solutions to potential situations
  • Provide next steps
  • Keep your clients calm & stress free

You’d hate for them to stop house hunting after one failed attempt. Providing clear communication about what’s happening with their real estate transaction, and why can prevent most meltdowns. In a busy market, you can’t afford to have unhappy clients who are second-guessing themselves-or you.

Honesty is the Best Policy

It’s not your job to reassure them that everything is going well if it isn’t (and vice versa). 

Be honest about what’s happening with the transaction, don’t just say what you think they want to hear. Make sure clients know that everyone involved in their real estate deal is doing their best to get things done. This is your chance to shine as the real estate agent while diffusing tension in high stress situations. Prove to them over and over that they made a good choice hiring you

Your Client is Your Top Priority

Don’t forget–this isn’t about you, at all. It’s about finding your clients a home and moving forward with their purchase. That means doing whatever it takes (within reason of course) to make sure they stay satisfied.

How the buyer reacts to hiccups in the buying process will impact how long it takes them to make a decision about another home. 

It’s important that the client is confident in their agent, and knows they can trust them to handle any situation.  You’ll need to make sure the client knows they don’t have to worry about anything, and you’re going to take care of it. Even if you aren’t sure of your next steps, be confident–it will all come with time and experience

While the seller and buyer should remain your top priority throughout a transaction, there are other people involved as well: 

  • Lenders
  • Inspectors
  • Title companies
  • Other Agents

Each one is going to have specific needs and requirements that you’ll need to meet in order for the transaction to go through. It’s going to seem like a lot, but you need to keep everyone happy, or at the very least, informed. You can keep everyone on the same page by sending out weekly updates, due date reminders, or letting them know when something changes that might affect them. That way no one is waiting around for you to tell them what’s going on-they already have all the information they need to keep things moving.

You are the Reliable Figure in this Transaction… Stay Calm.

When things go wrong it can be incredibly frustrating for all parties involved, but you need to stay calm and collected so that the client feels like they’re in good hands. It’s important to provide clear communication and explanations so that the client doesn’t feel like they’re being left in the dark, and you should always be available to answer their questions or concerns.

It’s SO easy for agents to get frustrated… we spend hours upon hours preparing for every possible snafu… and then something completely unexpected happens anyways. It’s quite annoying for everyone involved, so the last thing you want to do is let your emotions run wild. When things start going wrong, knowing how to diffuse tension in different situations is crucial. 

What to say when the mortgage company is dragging their feet… or your buyer won’t accept an offer… etc… for whatever reason, you’re there as the middle-man. 

It’s your job to provide reassurance and clear communication so the client doesn’t get overwhelmed OR feel like they’re being left in the dark. When things go wrong it can be incredibly frustrating for all parties involved – but you need to stay calm so that the client feels like they’re in good hands.

You’ve got this!

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