Leigh Thomas Brown teaches real estate agents how to support stressed clients. Let them vent first without judgment, then calmly walk them through options and outcomes. Agents can't control a client's stress, only their own response to it.
When somebody's blaming you, all I can say is you've got to shut up and let them get it out of their system. And after they have finished unloading, start talking about what the options are. Your job is not to cast judgment or cast blame or say it must be this and it must be that. Your job is to say, here's option A, here's option B, here's the possible outcomes, and help them go from emotion back to logic so they can get to the next phase of this real estate transaction. I know it's hard. And I know that for you, my favorite REALTOR® professionals, you take it all personally, because you really do like your clients. You really do love them. You really do want the very best for them. And it breaks you into a thousand tiny million pieces when they are not happy. But you can't control their stress. You can advise them through it. You can educate them all the way up to it. But the most important thing you do when they are coming unglued on you, be available.
