A managing broker with 24 years in real estate explains how to handle angry clients: depersonalize the situation, let them vent, respond with empathy, and escalate to a supervisor if they stay upset. The goal is protecting their dream of home ownership.
I will tell you, in my 24 years in the business, there's a lot of times I have gotten cussed up and down the country by somebody who's completely stressed out. And then they call back and they say, I'm so sorry. And I say, it's okay, honey, it's good. I understand completely. And you have to let it out of your system so that we can figure out the plan. That's what we're here for. So when you are worried about how to manage somebody else's situation, and they're yelling at you, you've got to depersonalize and let them talk to you. Now, if they stay mad at you, well, bring your broker into the conversation. That's what we're here for. That's my job as a managing broker, is to hear somebody else out if they need to start climbing the ladder and, and let it off. Because our goal at the end of the day is the preservation of somebody's American dream.
