(Updated May 2013)
Do you feel that you have to work with all clients, no matter how difficult they are? They may be more trouble than they're worth. Find out how to deal with difficult customers, when and how to "fire" a customer, and much more. (C. Dodge, Information Specialist)
Ten Tips for Dealing With Difficult People
- Maintain self-control
- Ask non-threatening questions
- Listen to the customer's reason for being difficult
- Acknowledge the problem
- Don't argue
- Offer to rectify the situation
- Continue to act professionally
- Analyze what caused the client's behavior
- Set limits on what you will tolerate
Handling Difficult Customers
Handling customer complaints, (Sideroad.com).
Relationship management: 6 bad client behaviors you'll encounter, (REALTOR® Magazine, Jan. 2011).
What you had to say: 5 ways to deal with difficult clients, (REALTOR® Magazine, Jan. 2011).
Keeping it civil, (REALTOR® Magazine, Oct. 2010).
Keep control of the situation to calm irate clients, (St. Louis Business Journal, Dec. 12, 2008).
Help emotional clients keep their cool, (REALTOR® Magazine, Sept. 2008).
Work would be easy if it weren't for difficult clients, (Rough Notes, Aug. 2008). Q
How to Fire Your Difficult Customers
Top 10 ways to fire the client from hell, (InsideCRM).
When to break up with a client: Tales of the indecisive buyer, (YPN Lounge, July 7, 2010).
How to fire a client, (activerain.com, Aug. 3, 2009).
Have you ever had to fire a client? I fired a client this week, (activerain.com, Mar. 19, 2009).
You don't need the aggravation: When to fire a client, (U.S. News & World Report, Oct. 24, 2008).
When and how to fire a client, (rswarren.com).
7 signs it's time to drop a client, (About.com, April 21, 2008).
How to fire a client, (ehow.com).
eBooks & Other Resources
The following eBooks and digital audiobooks are available to NAR members:
The complete idiot's guide to coping with difficult people (Kindle, Adobe eReader)
Perfect phrases for dealing with difficult people (Adobe eReader)
Working with difficult people (Kindle, Adobe eReader)
Field Guides & More
These field guides and other resources in the Virtual Library may also be of interest:
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