Difficult Situations

To be successful in real estate, you occasionally must deal with sometimes unpleasant selling situations and you must have a practical understanding of the emotions churning through your clients. Having empathy for your clients and knowing their situation is crucial.

I often work with people who are suffering severe pain from the major upheavals that are taking place in their lives. Selling a cherished home; facing the personal turmoil of moving to a new area; worrying about making far greater financial decisions than they as home owners are accustomed to; coping with whatever situation--sometimes a family tragedy that has forced their home on the market; all these are intense forms of change that are painful to bear.

I typically try to put myself in their shoes. I try to ask myself, “What would I do” or “How would I feel in this situation?” I think most of my clients can sense that I really do care about their needs and helping them through this very stressful time in their lives.

If I were talking to a wife and husband who are being transferred, I'm often more concerned with relating to her than him. He's excited; he has his promotion; his ego has just received a big boost. The wife is concerned about her career as well, but more concerned with the children, and their needs. On the other hand, I will frequently run into cases where it's a change in the woman's career that puts the couple's house on the market. This reversal of roles can be just as traumatic for the husband.

When I first contact someone that wants to buy or sell a home, I try to quit thinking about myself. I start asking questions so I can understand why they are doing what they're doing. There's a reason for the move. Until I know that reason, I can't start feeling their feelings and relating to them properly in order to serve their needs.

Sometimes the reason for the move isn't exciting and upbeat, but definitely down and discouraging. Although these situations are touchy to work with, they're very likely to give me the opportunity to render great service to someone who really needs it.

When selling a home during a divorce situation, I must exercise great tact and understanding. I don't take sides. I have to keep it very professional with both of them and not make moral judgments about them. I’m obviously working with highly emotional people; the great pain they're feeling makes them turn to anger, resentment, and non-cooperation at the slightest hint of provocation.

Another emotional situation is when there is a death in the family. Either the husband or wife, or maybe an elderly mother or father has passed and the children are selling “the family home”. All I can do to help is to get them the most money for their home in the shortest possible time. To earn that chance, I try to be understanding of their situation. I don’t pretend to know what they’re going through, but I try to put myself into the position of being a “trusted advisor” for them.

Financial crisis, another common reason for moving, can be extremely tough to handle. Have you ever known people who were about to have their home repossessed? It's a terribly painful position to be in, and I have to be exceptionally considerate and aware of how these people feel about their difficult circumstances. There are alternatives to selling their home and nothing makes me more happy than to figure out a way out for them.

As a real estate professional, you have more than a job; you have an absolute obligation to do everything in your power to feel like your clients feel.