Who doesn’t battle with the demands of their profession? Most people and companies genuinely strive to deliver their services timely, accurately and as promised.
But as we all know, life and business are not 100% predictable, and there are often obstacles out of your control.
It’s important to communicate that reality to clients clearly and intentionally. Is there a way to say, “No, that is not possible” without sounding harsh or like you are making excuses?
In real estate, closing dates are commonly chosen well in advance. Sometimes the demands of the process to meet this date are challenged, and that is reasonable, but what do you do with the client who is not realistic with placing a timeline – when each transaction you receive comes with a deadline that isn’t always something you have full control on for results. In reflecting on our business, it seems to be running rampant. It’s occurring because it’s a good market, because there are business women and men who are just built that way, but most importantly because most allow it.
What often happens is that you probably get the job done for your client, but at what price to yourself, your staff and other clients you wish to serve?
How can you say “no” or more importantly communicate the disconnect the client has of what should happen to maintain a level of superior service for the long road? There must be a way to deliver “no” more gently without having to accept the chance of losing a relationship. How do you effectively do it?
I’d like to share some words of advice that I hope you can use to keep retention up and morale high!
“Wow, I love your optimism about (project, closing, transaction), and I feel I can deliver (the 1 or 2 items you can), but let’s work on choosing a realistic timeline based on (1-2 items out of your control) to make for a smooth and stress-free closing/project.”
Ultimately, with providing respect, compromise and alternatives, most relationships can and should flourish. Sometimes, clients aren’t a fit, and making the decision to move forward from a relationship is the hardest. I encourage you to have the strength to take the steps to improve communication, deliver gentle “no’s” when it’s necessary, and I know your attitude and overall production will benefit.
