Pesky Client Remedies

The other day I was listening to a colleague describe the emotional fatigue that comes with a client who over-engages in the transaction. The latest problem revealed itself when the buyer-client shadowed the home inspector throughout the inspector's entire tour of the home. The result was excessive time on site followed by worry, worry, and more worry. Like an annoying drip throughout the transaction, this client kept nagging about every detail of the process. In spite the efforts of her terrific agent and a very cooperative seller, the buyer continued to complicate the transaction. What's to be done?

Here are a few tips for dealing with the over-engaged client:

1. Identify the Emotions: successful sales professionals invest a large portion of time up front to identify the motivations, emotions and past experiences of clients. These are the past results will shape the current outlook of the client as you work together. "What are your major concerns about this transaction?" - the answers to this question will help you design a successful sales cycle for this client. Be sure to use the treasured tool: "Tell me more," as you explore their answers.

2. Temperament Assessment: there are a variety of tools for assessing temperment, but over-engaged clients are often high-control types and/or inquisitive about the details of any process they encounter. Rather than fight this mindset, embrace it. Provide the added value of more details through your internet tools, vendor relationships, and past experiences.

2. Over-Communicate: Design systems that overcome fears, worries, and meddling before they occur. For example: before showing property, have a standard e-mail or phone script to cover the issue of decision-making with the client. "We are not going out simply to look at property, but to select your next home. It is important that you are prepared to take action." This is good script that can help combat purchase-reluctance. Providing this type of communication in your initial consultation, in a follow up e-mail, and in a standard call script will suggest and embed decision-making into the client's thinking. This is not manipulation, but it is one of the ways that we serve our clients by preparing them to make good decisions when opportunities present.

3. Stay Ahead: Be in front of the client at all times during the transaction. You have traveled this ground before; the client has not. For example, consider sending out an extensive communication about the home inspection one week before it occurs. Let the client know what to expect, how the inspector works, the turn-around time for receiving a report, and remind them of the repair negotiation clause conditions of their contract with the seller. If you anticipate that the client may over-engage the inspector, suggest that they arrive one hour after the inspector so that they can be briefed efficiently and fully of the inspector's findings rather than bogging down the process.

So instead of heading toward the finish line of closing exhausted, hair-pulling and grinding your teeth from a client that just won't quit, build smooth paths and direct easy steps through each detail. You'll decrease your stress and keep the shine on your smile. Happy Sales!