4 Tips to Diffuse a Negative Client

Espresso Agent > Blog > Agent Success Mindset and Productivity > 4 Tips to Diffuse a Negative Client
man holding happy and upset faces

Anger. Annoyance. Frustration. Cynicism. If you’re in sales long enough, you will likely experience any number of negative responses from clients. It comes with the territory.

If you’re like many people, facing negative clients can be challenging and draining. And for a real estate agent, the ability to handle negative clients can be the difference between success and failure. To be sure, it takes practice to develop the kind of relational skills that can help you overcome the most negative of clients.

Here are four tips that might help you to diffuse interactions with negative clients:

  1. Always remember to LISTEN When a client is upset about something, whether real or imagined, the most important thing you can do to initially defuse the situation is to listen to what they have to say. Be caring and understanding in how you listen. Acknowledge what you are hearing, by playing it back to them. Perhaps they have unmet, or even unrealistic, expectations about a specific situation. Or they might just be having a bad day. Whatever the situation, do you best to listen and play back what you have heard so they feel validated and understood.
  2. Have EMPATHY for how your client is feeling. The best way to stabilize a negative situation is to ensure that the client feels valued and understood. It starts with listening, but must go deeper. What’s particularly important is to try and understand what they might be going through as someone who is going to sell a home. Perhaps they are selling because of a health problem or financial crisis. Or maybe they are selling because they are being transferred to a new job, and have to leave the neighborhood where they’ve been raising their family in recent years. There are myriad reasons what selling a home can be a traumatic, emotionally-draining experience for someone. If you go into the relationship with an appreciation of what your client might be going through emotionally, you’re likely to build a much stronger relationship
  3. Learn how to ask insightful, intelligent QUESTIONS. It’s easy to let someone’s negativity dominate the situation. But effective trouble-shooting with smart questions can help to set the table for a win-win partnership. What motivates them? Why are they moving? What is their dream home? Good questions show that you have an interest in their goals and dreams, which becomes another way to build trust.
  4. EXECUTE flawlessly to build even greater trust. One of the best, and easiest, ways to minimize the chance for upsetting, negative situations is to do everything you promise, on a timely basis. Be on time (or, better yet, be early) for every meeting. If you’re giving a Listing Presentation, make it tight and easy to understand. Respond to their phone calls as quickly as possible. Make sure signs are up when promised, and that paperwork is on time and in order. In short, the best way to establish a positive relationship is by always exceeding your clients’ expectations.

Here’s the thing: even if you adhere to these tips, you’re going to encounter prospects or clients with whom you are not going to connect. Or for whom nothing you do or say is going to make a difference. This is where you have to learn the fine, and subtle art of “walking away.” Remind them that they can always choose someone else, then cut your emotional ties. After all, life is short!

Ready to Get Started?

Share the Secrets

Still Have Questions Or Interested In Learning More? Contact Us Today

"*" indicates required fields

By continuing I give express permission to Espresso Agent® to call, email, and text me.
This field is for validation purposes and should be left unchanged.


Businesswoman looking pensive

Why Failure Makes You Stronger

By Espresso Agent | May 31, 2023

Admit it. Seeing the word “failure” in the title of…

Read More
Real Estate Lead Generation

Real Estate Lead Generation Success Strategies

By Espresso Agent | May 23, 2023

Active (i.e. daily) prospecting is the cornerstone to a successful…

Read More

4 Ways Realtors Can Communicate with Millennial Real Estate Buyers

By Dick Bradley | May 22, 2023

Let’s talk about Millennials. It’s a word that’s buzzing everywhere,…

Read More
Espresso Agent > Blog > Agent Success Mindset and Productivity > 4 Tips to Diffuse a Negative Client

Real Estate Leads                            CRM                               Blog
Expired Listing Leads                     Dialer                             Why Choose Us
FSBO Leads                                      Video Email                  Today's Brew
FRBO Leads                                                                             Pricing
Real Estate Farming                                                               Login
Pre-forclosure Leads

195 W Main Street American Fork, UT 84003