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From Nightmare to MVP: Turning Difficult Clients into Business Gold · The Real Estate Agent Playbook

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  what's up agents I know
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  we've all had that client
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  that it just seems
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  like the transaction will never get to the finish line
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  whether they're infiltrating
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  the entire transaction with negativity
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  or just are all around difficult to deal with
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  we've had that client
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  I want you to know that in the past
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  I have turned that difficult client into an all star
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  MVP referral machine
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  and I'm gonna tell you exactly what to do
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  whether you're in the moment
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  it's already happened or it hasn't happened to you yet
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  we're gonna dive into that
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  and we're gonna talk about how we can turn this
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  maybe stressful event into success
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  and help you get a win in real state stay tuned
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  what's up guys
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  Jeremy came with the Real Estate Agent Playbook
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  thank you so much for tuning in as always
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  please share this with your favorite real estate agent
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  whether you're listening on the podcast
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  almost at 5,000 downloads over there
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  thank you so much or you're watching on YouTube
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  please do not hesitate to like this
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  and engage and tell me what you think
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  as well as
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  share this with your favorite real estate agent
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  we are here to help every single real estate agent
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  get another win today in the game of real estate
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  so let's talk about this right
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  we've all had that client and you know
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  in the moment it is so difficult right
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  I've had clients that you know
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  are always wanna go
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  look at houses on the other side of town
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  in the middle of rush hour
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  uh we have to stop at the gas station for beers and
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  you know it just makes it really difficult right
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  not me drinking beer but the clients
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  and at the end of the day
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  we need to really focus
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  on how we can make every situation a win
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  and regardless of where they're coming from
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  or maybe they're just that way naturally
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  what we do is have clients and buyers and sellers
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  the act of buying and selling a home
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  especially this day and age
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  comes with a ton of stress
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  whether it's financial stress
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  whether it's you know
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  getting the documents over here
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  moving has become quite the endeavor
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  since we are such collectors of things
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  and so you have to understand that
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  these people are under an immense amount of stress
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  and us as agents are there to ease that stress
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  the more that you can ease their stress
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  and their tension and help them have a great
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  as good as possible experience
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  that's what we need to do
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  and although it may be difficult
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  we have to separate ourselves from this and understand
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  it's probably not personal
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  could be sometimes I guess
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  but it's more than likely the amount of stress
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  and the amount
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  the lack thereof of understanding the situation
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  so maybe that's a communication error on our part
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  or maybe
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  it's just how they operate in stressful situations
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  and I would hope that not every human has a negative
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  you know
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  outlook on life but sometimes there is
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  regardless of what the situation is
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  us as real state professionals are paid and rewarded
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  famously by referrals
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  by helping these people through tough decisions
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  and helping them to the other side
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  because at the end of the day
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  once the sale is over once the move is over
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  and they are onto their next adventure
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  typically there is a huge feeling of relief
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  and when that feeling of relief comes
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  you want to be around
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  you want to still be on speaking terms
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  and you want to be someone that had a part
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  in that relief
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  maybe we try and figure out the root cause
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  maybe that's just me
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  with my psychology degree from Colorado State
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  but I wanna figure out the root cause
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  is there anything that I could do better
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  whether it's you know communicate
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  explain something a little bit better or
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  you know
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  is it something that has to do with timing of day
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  um what is actually the root cause of this
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  is it just a stressful situation right
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  there are some stressful situations that create real
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  state transactions death
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  divorce relocation
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  losing a job or getting a job
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  all of these things are very stressful
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  so if you can identify the root cause
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  and I will caution you not to dive deep
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  you don't have to be their psychologist or counselor
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  but if you can identify the root cause
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  it makes it a lot easier to work around that
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  and understand more of where they are coming from
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  so if we can find the root cause great
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  if not we need to operate under a general
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  you know feeling of serving the client right
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  we do get paid for this transaction
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  it is our job and we have to understand that
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  we are gonna come across people that have
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  you know a ton of stress or anxiety
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  or something surrounding this massive life event
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  of buying and selling a home
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  then at all cost we must have the proper communication
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  sometimes this is proactive communication
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  telling people what might come if
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  you know
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  they do stress out in the negotiation back and forth
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  we need to prep them okay
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  the inspection is a negotiation time period
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  so this is kind of how it works out
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  I always prep my clients to talk about okay
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  the inspection is for your
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  you know knowledge
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  if there are things that get in the way of your
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  you know
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  desire to purchase this home based on condition
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  we can absolutely you know
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  negotiate that but ultimately
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  by the inspection for your knowledge of the home
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  you know where the water shutoff is
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  you know the age of the appliances
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  you know what may come as a future homeowner
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  and then if we you know
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  take that on
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  then we can have the conversation about asking for
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  you know fixes
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  or credits or whatever
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  but we must first have that proactive communication
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  the next thing we probably can all get better at myself
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  is proactive listening right
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  we need to actively listen to them and understand
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  what is their actual desire right
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  this is something I use on listening appointments
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  all the time why are you making this move
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  what prompted this move right
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  because if I can understand that
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  and I can understand their motivation
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  I can certainly serve them at a higher level
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  so that's absolutely the case on the sale side
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  but also on the buy side what are what are they doing
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  right you've all seen my video where I talk about my
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  you know
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  strategy where I scout out neighborhoods and so on
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  and we talk
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  I just talk about sitting back and listening
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  I want husbands and wives and brothers and sisters
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  and not everyone to have their voice heard
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  so we can develop a list of must haves
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  and absolutely non negotiable
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  we're not living in a house with X right
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  we're not living on a house on a highway
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  whatever that is
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  and so we wanna listen more than we talk
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  especially in the initial stages
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  so that we understand exactly what's going on
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  with the entire situation
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  not just you know
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  what the husband wants or what the mom wants
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  or what the daughter wants
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  or whatever that may be
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  we need to know that the players
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  and then we need to listen to their desires
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  and then ultimately
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  we need to ease the tension and agents
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  I'm gonna call you out
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  it's not always the other agents fault
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  and if we portray a positive relationship with
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  the agent on the other side of the transaction
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  it's more than likely
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  that it will be a much smoother transaction then
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  you know
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  calling the other agent names to the client or
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  you know
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  anything that goes on or this agent didn't do this
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  this agent didn't give me the showing instructions
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  this agent didn't you know
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  operate how I think they should operate understand
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  every time you talk about the other agent that way
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  first of all it's a violation of ethics
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  but also it it adds fuel to the fire right
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  and so let's take a step back and make sure
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  first of all with the other agents in the other side
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  that we are maintaining professional courtesy
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  and understanding that they have a situation too
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  that we don't know about right
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  and so you don't know what other
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  other people are going through
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  so make sure that you are doing everything you can to
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  defuse the situation and not add fuel to it
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  so then comes the time
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  or we can find now that we've actively listened
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  we've defused any situations
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  we have an opportunity and every transaction
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  I don't care how negative someone is
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  or how stressed out or disappointed
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  or whatever they are
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  there is that time in the transaction
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  where it seems like okay
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  we've made it
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  we've got all the documents to the underwriter
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  we've you know
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  checked all these boxes we paid off this
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  debt that we had to pay off in order to get this loan
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  we you know
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  cash dinner sucks
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  whatever it is right
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  there's that point where it's like okay
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  and everyone takes a deep breath
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  and so we just need to get to that point
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  and we need to understand when we get to that point
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  that we can move the needle forward from there right
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  we don't wanna go back to the negative piece right
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  we don't wanna be like you know
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  okay now we're at the appraisal
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  the inspections done were good
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  if the inspections done the inspections done
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  let's not keep bringing it up
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  let's not you know
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  talk about how the seller was super
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  you know tight on what they were offering or whatever
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  we wanna leave that in the past and move forward
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  and if we can do that
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  we can get the ball of momentum rolling
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  so that at some point we can say hey
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  you know we've made it
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  would you mind giving me a testimonial
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  would you mind sharing you know
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  your experience with me to the public right
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  and usually if that's in transaction
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  or maybe it's at the closing table
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  or maybe it's a month later when you call them
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  they're gonna be like oh yeah
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  absolutely thank you
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  so much for doing this
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  it was so hard and I know I was super stressed out
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  and maybe hard to deal with
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  but thank you so much you know
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  you're a great real estate or whatever
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  if you maintain this relationship with them
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  and you continue to grab that momentum
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  once we're out of the the weeds
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  grab that momentum
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  and then ask them to shout your names from the rooftop
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  because of how you handled it right
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  and that comes with not overreacting not getting in
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  you know back and forth matches with them
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  it's not you against them under any circumstances
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  and so that's where we need to get to
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  so keep working towards that keep
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  you know
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  being who you are and the professional that you are
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  and keep you know
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  acknowledging their stress
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  but also preparing them for the next steps
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  and once that sigh of reliefs comes
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  that's when you have the opportunity to turn this
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  you know nightmare client
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  so to speak into an absolute MVP in your business
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  and the truth is
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  we all hang out with people that were very similar to
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  and personality type sometimes opposite
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  but mostly similar and so
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  they may have
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  several people that could be in that situation
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  no deal is gonna be the same and you may say
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  there's no way I'm ever dealing with that again okay
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  I get it however
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  most of the time you can ask them say hey
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  you know remember how we went through this and
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  and this is what happened
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  remember how that's just a speck on the radar now right
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  when you're moving into your new home
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  doesn't really matter that they didn't you know
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  clean and service the furnace
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  it was two years old right
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  and you can remind them
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  and then that's when you can ask for referrals
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  and you can ask for testimonials
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  and you can turn that client
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  that seemed like a nightmare in that moment
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  into something that's absolutely amazing
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  and so that's what I wanna encourage you to do
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  understand we do get paid and
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  and to deal with some of these things
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  that I've talked about in this video
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  and there is never a client
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  that you get across the finish line
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  that cannot be an absolute MVP
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  if you play your cards right
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  you be can't you stay calm
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  you stay professional
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  and you are there to serve no matter what the outcome
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  so I know some of you are screaming at TV like
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  there's no way okay
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  you don't have to work with everyone
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  that is your choice but before that
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  you know
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  if you're laying that down in the listing appointment
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  or the buyer's agent appointment
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  this is you know
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  these are the things this is how it's got to be
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  you're losing clients so
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  I wanna encourage you guys all to take a deep breath
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  ourselves understand that you are a professional
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  and you deserve to be treated
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  as such but sometimes it takes a little bit
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  and sometimes
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  we're dealing with people with crazy stress
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  so if you have a crazy client story
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  that you wanna put in the comments
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  please do if you wanna reach out to me
• 12:26
  you can always DM me over on Instagram at the
• 12:29
  re agent playbook I love
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  I'm chatting with all of you guys
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  and I hope this helps uh
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  and don't worry if you haven't had a difficult client
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  or you feel like you're gonna pull all your hair out
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  you will and you can always reach out
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  and I can offer you some tips um
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  or you can watch the last video
• 12:46
  I just recorded with Adam Gillespie
• 12:48
  and he talks about how you use Chat
• 12:50
  GPT in order to identify with some personalities
• 12:54
  to get a great result so please like comment
• 12:57
  subscribe we'll see you next time bye bye