(Updated June 2014)
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)
Q - ProQuest articles available for NAR members only. Password can be found on the ProQuest/Find Articles page.
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
8 Ways to Deal With a Difficult Client, (American Express, Apr. 18, 2014).
3 Strategies for Dealing With Toxic People, (Entrepreneur, Apr. 15, 2014).
Why You Need a 'Calmer' at Home Inspections, (REALTOR® Magazine, March 2014).
Solutions to Dealing with Difficult Clients, (Small Business Trends, Jan. 17, 2014).
Dealing With Difficult Clients, (99u, n.d.).
How to Handle a Difficult Client, (Inc., Oct. 23, 2013).
A Guide to Working With ‘Difficult’ Clients, (Search Engine Journal, Dec. 9, 2012).
How to Fire Your Difficult Customers
Vonnegut: How to Fire Your Client, (The Wall Street Journal, Oct. 24, 2013).
4 Reasons to Fire a Client, (Forbes, Oct. 20, 2013).
Should You Ever Fire A Client?, (Cole Street, May 27, 2013).
5 Customers You Should Fire, (Inc., Jan. 16, 2013).
Why You Should Never “Fire” a Client, (99u, n.d.).
How to fire a client, (ActiveRain, Aug. 3, 2009).
How to Fire a Client, (Realty Times®, Nov. 25, 2003).
eBooks & Other Resources
The following eBooks and digital audiobooks are available to NAR members:
151 Quick Ideas to Deal with Difficult People, (Kindle, Adobe eReader)
Make Difficult People Disappear, (Kindle, Adobe eReader)
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)
Coping With Difficult People In Business and In Life, (OverDrive WMA Audiobook)
Field Guides & More
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