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What to Say to an Annoyed Client

May 31, 2018

Posted by

Walter Sanford

Walter Sanford has been designing and implementing real estate systems for 30 years. One of the most successful REALTORS and now wealthy from his systems, Sanford teaches his systems and strategies t Read more

One of my coaching clients recently had a listing client who was annoyed with her regular listing emails. Below is the exchange, including the message we used in easing his frustrations and assuring him that work was being done to sell his house.

Email from Annoyed Listing Client:

Looks like you're getting plenty of listings!  In fact, it's getting rather annoying. Stop sending these and let me know what you are doing to sell my property!

Oliver

Email to Annoyed Listing Client:

Hi, Oliver.  I have immediately taken you off the listing feed; however, I don’t want you to worry.  We send these listing updates to find buyers!  You know, sellers become buyers.

  Anyone who contacts us is evaluated as to their needs first and then their ability to pay.  If your property fits into their criteria, then your property is shown.

I hope that you chose me as your agent because of the activity we create.  It’s like having a store on a busy street -- lots of exposure!

I do have some suggestions on how we might increase activity for your home to get it sold:

(Then follow with some specific recommendations, such as Price reduction, Value enhancement or other steps that the seller could take.)

I would be happy to discuss these in detail, if you are interested.  Also, I would like to review the market with you again, based upon new listings, closings, and listings that have expired.

It is always my top priority to achieve my clients’ goals including your goal of moving to a new location for your new career.

Walter

Clients can be full of emotion.  It’s the Realtor’s job to think about systems to create activity. Always let the client know you are the coach of a well-planned game to achieve the client’s goal.  Also, since they’ve re-opened the discussion, notice that I’ve taken this opportunity to  ask them for some help, too!

If you like to move your career to the next level, check out our systems at www.waltersanford.com/shop. If you don’t have some basic systems in place, you’re leaving money on the table.  Call our office at 800.792.5837 and ask for the “start with Walter package.”