| I'm sure that every real estate agent has had one or | | | | this house showing." or even, "It's really hard to focus |
| two of these. If you haven't, you will. The Clients | | | | on the house when you have kids with you. Is it |
| from Hell, to whom your fee for doing most of the | | | | possible to reschedule the showing when you have a |
| work of finding them a home means that you | | | | babysitter?" (There's usually no problem at all bringing |
| suddenly have no life except for them and get very, | | | | kids to home tours if the parents are keeping an eye |
| very Irate at the suggestion that you are not on call | | | | on them, but there are people who will let their |
| 24/7. What's an agent to do with people like this? | | | | children run wild in homes and actually damage |
| Sure you have to stay in business and not everyone | | | | property. If the parents can't or won't control their |
| is going to have a perfect client-agent relationship | | | | children, it's not really fair to the home sellers and |
| with you, but is it worth it to keep these clients? | | | | listing agents to expose homes for sale to possible |
| Sometimes it is and sometimes it isn't. | | | | damage and mess.) |
| There are the people who think that your cell phone | | | | Naturally, some people will not be pleased about your |
| is your electronic leash, the ones who phone at odd | | | | refusal to accommodate their more outrageous |
| hours (it's 3AM and I was on the MLS and there's a | | | | expectations. Stand your ground. There is little to be |
| house I want to see at 7AM because it might sell | | | | gained by acquiescing to an unreasonable demand for |
| and it might be the perfect home for me and I need | | | | the sake of a possible commission and once people |
| to see it NOWNOWNOW), the ones who think | | | | like this realize that you will do so, they will hold your |
| you're not being flexible enough when you refuse to | | | | commission over your head like a guillotine. Often, it is |
| drop everything and take them out, the ones who | | | | people like this who never show an agent any return |
| complain incessantly about where you're driving, what | | | | on their time and money, instead choosing to cause |
| you're talking about, how you're conducting the tour | | | | the agent a lot of stress and expense for nothing. |
| (I wanted to start in the basement!) There are the | | | | Drop the Client |
| ones who insist on taking their unruly children to | | | | Despite the possible lost commission, the time and |
| showings or their beloved 112 pound St. Bernard, | | | | money you spend on impossible-to-please clients is |
| because they want to see "if she likes the place". | | | | nothing compared to the stress that they cause. If |
| You can't please everybody. There are people who | | | | you have made every reasonable effort to do your |
| will complain and be nasty even if you're bending | | | | best for them and they are never happy, why |
| over backwards to accommodate them. You are | | | | continue? If they are making you uncomfortable with |
| going to have to make a choice of whether to deal | | | | comments or questions and won't stop when you |
| with these people or telling them to find another | | | | request that they do so, what does this say for their |
| agent. | | | | respect for you? Is it really worth going through all |
| Dealing with Less-Than-Stellar Clients | | | | the pain and humiliation of working with people who |
| Set Boundaries | | | | don't respect you and constantly infringe on your |
| Establish working hours for yourself and times when | | | | personal boundaries? If it isn't and you're not sure |
| you will and will not answer phones, email, texts or | | | | that you are even going to see any return for |
| carrier pigeon messages. Communicate this to all | | | | working with them, consider dropping them. |
| clients and potential clients. Put it on business cards. | | | | A lawyer who specializes in real estate can aid you in |
| This doesn't mean that you have to stick to these | | | | dropping a client that you've signed a contract with. |
| hours if there is a big job/little time situation, but it | | | | It also helps to keep updated on the Fair Housing |
| does mean that you are stepping back from client | | | | laws. However, it is not illegal to drop a client because |
| demands. They can expect that you will | | | | s/he/they are annoying/rude/mean/or any kind of |
| communicate with them during the stated hours; | | | | -ist - racist, sexist, etc. If you don't have a contract |
| everything else is a bonus. | | | | with a client, it can be even easier. Simply tell the |
| Set Expectations | | | | client that you will no longer be working for them, |
| Clients will work better when they have something | | | | wish them (insincerely) the best of luck and end the |
| to look forward to. If you can say, "I will call you at | | | | call. |
| 11:00 AM tomorrow and give you the answers to | | | | You can always refer the client(s) to another agent |
| your questions." or "I will email you by 7PM tonight | | | | who you dislike, if this is easier than just dropping |
| with a list of properties that I have found for you.", | | | | them, saying to the client(s), "Well it looks like we're |
| many clients are less likely to bother you during times | | | | just not working out for each other. Here is the |
| you don't want to be bothered. You can also reverse | | | | name and number of someone I think will suit you. |
| this by saying something like, "Call me between 10 | | | | Goodbye." |
| and 11." You are still available to your clients, but on | | | | If you have to drop them cold-turkey, your former |
| your terms. | | | | client(s) may bad-mouth you to other people and |
| Set Limits | | | | other agents, but chances are that if they were this |
| There are some clients who are just not getting the | | | | miserable to you, they were equally miserable to |
| whole "I work for you; I don't belong to you" | | | | other people and you'll have plenty of sympathizers. |
| concept. You will have to be firm and tell them, "I'm | | | | As your blood pressure returns to normal and you |
| sorry, but I can't talk right now; I will call you at X | | | | stop curling into a fetal position when you hear your |
| time." or "I'm sorry, but you cannot bring Flopsy to | | | | phone ring, you'll realize that this was a good move. |