Every estate agent has encountered difficult clients—people who are overly demanding, who change their minds on the turn, who have unrealistic expectations about timeframes or pricing, or who are simply rude. Much as you want to sell them the ideal home – or sell their property in the quickest time, for the best price – managing such clients can be exhausting. However, armed with the right approach, you can land the client, close the deal and have them giving you a rave review.
In this blog, we’ll identify four different types of tricky client and explore some practical strategies to handle each of them. We’ll also reveal how a taking on a Virtual Assistant can protect your valuable time from being hijacked by difficult clients and help you stay focused and stress-free.
Four types of difficult clients
- The Indecisive Buyer
The Indecisive Buyer typically struggles to reach a purchase decision. They may hedge for time, repeatedly asking for more information, bringing in additional family and friends to view the property, or constantly changing their mind about what they want. They may seem hesitant or unsure about their choice, even after a decision is made.
The solution:
According to an article in Raconteur1 by Max Dixon who’s a specialist in indecisive clients, “the best way to get a client off the fence is to get to know them better” and help them make an informed choice. Here’s how:
- Identify the root cause
Ask open-ended questions to understand the buyer’s concerns and what’s causing them to hesitate. Listen actively, paying close attention to their needs, wants, and concerns. Acknowledge their feelings and show understanding.
- Educate and empower
Offer expert knowledge and equip them with the necessary information to make a confident decision. Share insights into the property, neighbourhood, and potential financing options. Provide market insights and explain current market trends to show how delaying a decision might impact their options.
- Limit options and focus on outcomes
Help the buyer to visualise the positive outcomes of making a purchase. Do this by narrowing down the search based on their needs to help them focus on properties that truly suit their requirements. Then, highlight the benefits – showing how owning a specific properties will solve their issues and fulfill their needs.
- The Micro-Manager
The Micro-Manager client wants to be involved in every minor detail of the property buying or selling process. They demand frequent progress reports and constantly check in on every detail, wanting to be involved in every step of the process, even if it’s not necessary. They interrupt your workflow with trivial questions or requests.
The solution:
- Set boundaries
It is essential to establish clear boundaries when dealing with a micromanaging client. Start by defining the scope of their involvement. To curb them being in touch at inappropriate times, it’s helpful to agree on specific times for updates so they know when to expect information and feedback.
- Communicate often
By providing frequent updates, you can reassure them that the process is on track and any concerns they have are being addressed. Communicate the milestones and highlight positive developments to build their confidence in your ability to deliver.
- Empower their decision-making
When your client feels involved, and knows that their input is valued, they will be more likely to trust your expertise. Offer them choices when it’s appropriate and guide them in making an informed decision. Taking a collaborative approach can foster a healthier dynamic.
- The Unrealistic Seller
The unrealistic property seller typically believes their property is worth more than market value, or they may be misguided on how quickly the property will sell. They will cling to an inflated asking price, disregard professional valuations, and rely on anecdotal evidence rather than market data. This can lead to missing out on fair offers to purchase.
The solution:
- Identify their true motivation
It’s important to understand why the seller is listing their property, so pay close attention to their motivations. Are they emotionally attached to the property? Do they desperately need to clear a certain amount from the sale? In the case of unrealistic timeframes are they relocating for a new job?
- Be clear on realistic expectations
Set clear, realistic expectations from the very start. Help the seller understand the true value of their property based on current market conditions. Provide them with data on comparable properties that have recently sold in the area. Hard numbers can be a highly motivating sales tool.
- Be prepared to walk away
Don’t be afraid to walk away from a deal that’s not worth pursuing, especially if the seller is being highly unreasonable or uncooperative. It is important to prioritise your own financial and mental well-being.
- The Timewaster
The term “serial property viewer” refers to people who frequently view properties with no genuine intention of making an offer to purchase. They may even book viewings, wasting the time and resources of agents and sellers. Red flags include inconsistent availability, vague needs, and a lack of follow-through.
The solution:
- Establish clear expectations
Always conduct a thorough initial screening to understand the buyer’s motivations and financial capability. Ask open-ended questions to understand their needs and motivations. Then provide all necessary information about the property and the process.
- Identify and address red flags
Pay attention to inconsistent behaviour, such as last-minute cancellations or failing to follow through with commitments. Failure to follow through with agreed-upon actions, can be a sign of a lack of seriousness.
- Don’t Be Afraid to Disengage:
If a potential buyer consistently fails to meet your expectations or is not serious, don’t hesitate to disengage and focus your time and energy on buyers who demonstrate genuine interest and are actively engaged in the process.
Taking on a Virtual Assistant makes the difference
As markets evolve and competition intensifies, successful agents will be those who maintain a customer focus – continually putting their clients at the heart of their business. Landing new listings and meeting with buyers to thoroughly understand their needs are an estate agent’s core responsibility. So is acting as a go-between, facilitating negotiations between buyer and seller when closing a deal. It’s a demanding role that requires a whole lot of backend work that goes into securing listings, attracting buyers, and closing deals.
This is where an experienced VA can make all the difference. A VA can free up valuable time by overseeing routine administrative tasks, responding to client enquiries, conducting market research and preparing property reports – and coordinating viewings and inspections. This frees up agents’ time so they can focus on putting their clients first.
Source:
1 https://www.raconteur.net/marketing-sales/indecisive-buyers-understand-them