Paper Sample on a Mansion to Valuate: An Impromptu Visit

Introduction

One day a client called at the office. He needed us to go and value his house so that we could sell it. The sales manager asked me to accompany him. The client had asked us to be at his place by 2 pm but we arrived about 15 minutes earlier. The sales manager always insisted on being punctual. We waited in the car for about 10 minutes then went and rang the door. The owner of the house welcomed us and gave us permission to detail the house. It was a large mansion and we took about an hour to detail everything. We gathered all the necessary documents for a good evaluation and after the formalities of use, we assessed the number. The value of the house, according to us, was lower than the expectation of the owner and as soon as we told him the value, one could immediately see the disappointment and disgust on his face. Rather than the owner of the house expressing his opinion in a good way, he grasped the binder and threw it on the floor. The client labeled our agency as an "Agency brand that just wants to sell fast," and that we did not know our job. He actually wanted to know whether we were interns and whether this is the first house we had been called to value. He insisted that he would never call us again and would never recommend us to anyone for having given him such as a low price. He asked us to leave and slammed the door behind us. Although the sales manager wanted us to explain to him calmly why the value was low, he would hear none of it.

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How I felt about the event

I had never encountered such as a situation before, that of dealing with an abusive client. I was surprised by the client's outburst and I was already feeling angry because the client was not giving us the opportunity to explain to him why our value was lower than his. The best part about the incident is that the sales manager remained calm throughout the whole incident, he talked calmly and he did not raise his voice. The worst part was when the owner of the house threw the binder on the floor angrily and started saying our agency was not only after selling the house first and we did not know our job.

Importance of the event

This event made me learn how to deal with abusive clients. The client was angry because he thought our valuation was low. My sales manager told me I would encounter such house owners and although others would be reasonable enough to allow a dialogue, others would not and would even be abusive. Sometimes one meets with a know-it-all client. These clients think they know everything about real estate, are suspicious of one's expertise and do not consider the advice offered. However, I learnt that different elements must converge: the agency's valuation must be close to the vendors' personal estimate, which must itself be realistic and in line with market prices, which avoids disappointment and lengthy negotiations. I also learnt how emotional intelligence can help in dealing with difficult people or clients. Emotional intelligence is a fundamental pillar in human relationships (Hamed, 2019). People who know how to identify and manage their emotions, even in the face of anger, have the ability to manage customers in a more effective way. The expectations of some clients may not be realistic and if a deal is not reached; the toxic customer should be cut off. A customer who is bringing negativity should not be entertained at the cost of my mental health.

A real estate agent should know how to manage conflicts with customer in the most effective way. A real estate professional knows that having a large and select customer portfolio is ideal for increasing corporate reputation. However, it can happen that one meets with a rather demanding and stressful client. As a real estate expert, one has to control and keep certain emotions and feelings at a distance, managing the conflict in a cool way, without being overwhelmed by emotion. When dealing with difficult clients, the best thing is to remain calm (Goldman, 2019,). It is no use arguing with the client because he/she is rude or simply stubborn and does not accept the negotiations. Therefore, keeping calm is essential. When anger meets anger, scorn or sarcasm, this often results in a bad result. Any of the behaviors mentioned above is considered a lack of professionalism. So even in the face of difficult clients, the most important thing is to remain calm.

Lessons from the event

When I heard the owner of the house say that he would never recommend our agency to anyone, I was a little bit afraid. I thought he would tarnish the name of the company just because we had not pleased him. However, my sales manager told me one of the worst mistakes that I could ever do was to overestimate a property. It is important to remain realistic and not deceive the owner by telling them unattainable prices. I should always be honest and explain to a client that when a house is correctly priced, it sells quickly. The first weeks of sale are crucial since active search buyers may be looking for a product that meets their expectations. If the house does not get a buyer after a certain period of time, the house "wears out" and a new search begins addition. When dealing with a know-it-all customer who is willing to listen, I have to educate them and give them the market statistics (Gurner, 2018). For example, if a house similar to theirs was sold at the price they decided, it is because the owners have renovated the bathroom, the kitchen, redone the exterior paint and even the roof while the client has only redone the fence. I will be patient with them but if they do not respect my expertise or trust me, I will let them go. It is also important to show rude customers that everything has limits. Something very important is to show that everything has a limit and that even though they are customers, there is no need to act in a certain way. If one is dealing with an easily out-of-control, uneducated client, the best alternative is to stop the relationship with them. Lastly, I learnt that I should not take things personally. When trying to internalize oneself about what causes a client's dissatisfaction, one can often feel as if you are he/she is being personally attacked.

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References

Goldman, A. (2019). Challenges of Difficult Clients: Case Study in Executive Psychopathology & Organization Dysfunction. In Academy of Management Proceedings (Vol. 2019, No. 1, p. 17591). Briarcliff Manor, NY 10510: Academy of Management. https://doi.org/10.5465/AMBPP.2019.17591abstract

Gurner, J. (2018). Ask Dr. Julie: "How Should Agents Deal With Toxic Clients?" Retrieved from https://theclose.com/ask-dr-julie-how-should-agents-deal-with-toxic-clients/ on 24th September 2019.

Hamed, E. (2019). TIPS FOR REAL ESTATE AGENTS: HOW TO DEAL WITH A DIFFICULT CLIENT. Retrieved from https://www.mashvisor.com/blog/tips-for-real-estate-agents-difficult-client/ on 24th September 2019.