Some clients aren’t a good business fit; others are simply unpleasant. Learn to identify the traits that don’t work for you and find ways to avoid those people.
SAN FRANCISCO – Real estate professionals must know how to deal with problem clients. In some cases, agents serve themselves best by referring a problem client to another agent and collect a referral fee.
How to identify clients who are likely a poor fit?
Agents should start by going through their CRM (customer relationship management), identifying their 10 worst clients, and listing their names on a paper or spreadsheet. They should then ask themselves, “What makes these clients my worst? Is it being late to appointments, missing transaction deadlines or failing to make accurate disclosures?”
Agents should study each client to find any distinct patterns. A common theme might turn out to be related to details such as location and price range or types of homes. It could be demographic factors such as age or cohort, career, gender, marital status, children/child-free, pets or recreational activities and/or hobbies.
Sometimes it’s just that person. If a client lies about anything, covers up issues, discriminates or omits information, it is time to halt that relationship. Agents should also keep detailed, dated notes if any unlawful thing was requested, and share those notes with their manager and/or attorney.
Agents should also note on the worst-clients spreadsheet how they got those clients – does any prospecting activity stand out? If one appears to attract the worst type of clients, they should devote more time on lead sources that generate “good” clients – the ones who are easy to work and who ultimately close transactions.
Source: Inman (08/24/22) Ross, Bernice
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