In an effort to provide stellar customer service, and be that dutiful agent who ensures our clients' expectations are met and exceeded, we sometimes get into what feels like no-win situations.
Have you ever had that client who questions everything you're doing, makes you second guess yourself, and no matter what you do, they're never happy? Sometimes you can't sleep, you play back every conversation in your head, and can't seem to figure out what your next step should be - should you call, should you drop it, should you dig your heels in, should you give in?
Maybe this has even caused conflict with your assistant or your broker, and before you know it, what was supposed to be a great transaction has turned into a nightmare where you're held out as the bad guy, but you've done nothing wrong.
There's a good chance you've got a narcissist on your hands.
So what's the best way to handle these things without going crazy? Here are three things you can do:
- Validate: Let them hear you say that you get they have concerns: "I understand what you're saying."
- Acknowledge: It doesn't mean you have to agree with them, but allowing them to explain their issues will feed into their need to feel right. "You want to list the house for a higher price, because you are concerned that by pricing it lower, you're going to leave money on the table. That makes sense and I'd feel the same way. Could I show you another approach that will ensure you are maximizing your equity?"
- Maintain Boundaries: Establishing boundaries is about commanding respect, and preserving your mental and emotional energy. This doesn't need to be rude or compromise customer service; rather, it sets proper expectations and predictability.
Another great resource for you to learn about this is to listen to our Ask the Experts with Dr. Sue Cornbluth.