Even the best in our industry will upset someone from time to time. Speaking with hundreds of people every week – sellers, buyers, and prospects – the law of averages dictates you’ll eventually cross paths with someone having a bad day… or with someone you simply don’t click with.
The truth is, even the best can’t please everyone. The difference is that great agents know how to turn complaints from a crisis into an opportunity.
When someone’s upset, your first job is to listen. Don’t interrupt. Let them speak until they’ve said everything they need to say. This might take a while, so be patient. Show them you’re listening with small acknowledgements like, “I understand”, or “You’ve got a point there.”
Remind them you’re on the same side – you both want the same outcome. Thank them for bringing the issue directly to you. Not everyone will be upfront, so appreciate the fact that they’ve given you the chance to address it.
Sometimes, their solution is simple and reasonable and you can act on it immediately. Other times, you’ll need to steer them toward a better path.
Repeat back what you’ve heard:
“You’re concerned your property hasn’t sold yet, and you believe the reason is not enough advertising – is that right?”
This shows you’ve listened and ensures you understand their perspective.
You’re the expert. Sometimes what they want isn’t what they actually need. If the core problem is that their home hasn’t sold, more ads may not be the answer. Pricing, presentation, and negotiation strategy often play a bigger role.
Explain your reasoning clearly and tactfully. A well-structured pricing conversation, for example, can open the door to competition between buyers – and that competition is what gets the best result.
Handled well, a complaint is a chance to:
But here’s the catch – most salespeople avoid complaints. They dodge difficult calls, hesitate to recommend a reposition of price, or shy away from honest feedback. These are what we call courage tasks – the uncomfortable actions that lead to better outcomes.
Great leaders don’t let their people avoid them. They train their teams to see complaints as opportunities, not threats.
Nobody’s perfect. Mistakes will happen. The key is to accept complaints, own any mistakes, and deliver a solution that leaves the client better off.
If you teach your team to value complaints – to actively seek out solutions rather than hide from problems – you’ll lift both your results and your client satisfaction levels.
At Smartre Training, we believe complaints are not a crisis. They’re a moment to prove your professionalism, your expertise, and your commitment to the client.
Welcome them. Work them. Win from them.
Even the best in our industry will upset someone from time to time. Speaking with hundreds of people every week – sellers, buyers, and prospects – the law of averages dictates you’ll eventually cross paths with someone having a bad day… or with someone you simply don’t click with.
The truth is, even the best can’t please everyone. The difference is that great agents know how to turn complaints from a crisis into an opportunity.
When someone’s upset, your first job is to listen. Don’t interrupt. Let them speak until they’ve said everything they need to say. This might take a while, so be patient. Show them you’re listening with small acknowledgements like, “I understand”, or “You’ve got a point there.”
Remind them you’re on the same side – you both want the same outcome. Thank them for bringing the issue directly to you. Not everyone will be upfront, so appreciate the fact that they’ve given you the chance to address it.
Sometimes, their solution is simple and reasonable and you can act on it immediately. Other times, you’ll need to steer them toward a better path.
Repeat back what you’ve heard:
“You’re concerned your property hasn’t sold yet, and you believe the reason is not enough advertising – is that right?”
This shows you’ve listened and ensures you understand their perspective.
You’re the expert. Sometimes what they want isn’t what they actually need. If the core problem is that their home hasn’t sold, more ads may not be the answer. Pricing, presentation, and negotiation strategy often play a bigger role.
Explain your reasoning clearly and tactfully. A well-structured pricing conversation, for example, can open the door to competition between buyers – and that competition is what gets the best result.
Handled well, a complaint is a chance to:
But here’s the catch – most salespeople avoid complaints. They dodge difficult calls, hesitate to recommend a reposition of price, or shy away from honest feedback. These are what we call courage tasks – the uncomfortable actions that lead to better outcomes.
Great leaders don’t let their people avoid them. They train their teams to see complaints as opportunities, not threats.
Nobody’s perfect. Mistakes will happen. The key is to accept complaints, own any mistakes, and deliver a solution that leaves the client better off.
If you teach your team to value complaints – to actively seek out solutions rather than hide from problems – you’ll lift both your results and your client satisfaction levels.
At Smartre Training, we believe complaints are not a crisis. They’re a moment to prove your professionalism, your expertise, and your commitment to the client.
Welcome them. Work them. Win from them.
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