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Field Guide to Working With Difficult Customers

(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

  1. Maintain self-control
  2. Ask non-threatening questions
  3. Listen to the customer's reason for being difficult
  4. Acknowledge the problem
  5. Don't argue
  6. Apologize
  7. Offer to rectify the situation
  8. Continue to act professionally
  9. Analyze what caused the client's behavior
  10. 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

eBooks.realtor.org

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)

Advanced facilitation strategies: Tools & techniques to master difficult situations (Adobe eReader)

The complete idiot's guide to coping with difficult people (Kindle, Adobe eReader)

Conversations for change: 12 ways to say it right when it matters most (Adobe eReader)

Dealing with difficult people: 24 lessons for bringing out the best in everyone (Adobe eReader)

Getting them to see it your way: Dealing with difficult and challenging people (Adobe eReader)

How people tick: A guide to over 50 types of difficult people and how to handle them (Adobe eReader)

Perfect phrases for dealing with difficult people (Adobe eReader)

Who's your Gladys? How to turn even the most difficult customer into your biggest fan (Adobe eReader)

Working with difficult people (Kindle, Adobe eReader)

Coping With Difficult People In Business and In Life, (OverDrive WMA Audiobook)

Field Guides & More

These field guides and other resources in the Virtual Library may also be of interest:

Field Guide to Agency Disclosure

Field Guide to Errors and Omissions Insurance

Field Guide to Mediation and Conflict Resolution

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The inclusion of links on this field guide does not imply endorsement by the National Association of REALTORS®. NAR makes no representations about whether the content of any external sites which may be linked in this field guide complies with state or federal laws or regulations or with applicable NAR policies. These links are provided for your convenience only and you rely on them at your own risk.