In real estate there is no escaping bad news. No matter how well you do your job problems still happen and you have to deliver the message. For many of us this results in some significant stress over the anticipation of a phone call we don’t want to make. After all, who gets excited about delivering bad news.
The good news is your clients want you to tell it to them straight, it builds trust. So don’t sugarcoat it. Putting a positive spin on bad news can come across as disingenuous which undermines your relationship and future referrals. Instead, to minimize the stress for them and you, communicate it as quickly as possible and ease them into it by bracing them.
Before delivering the news prepare them by simply stating, “I have some bad news.” This is a deceptively simple yet incredibly valuable phrase. Here’s why it works. The regions of the brain that react to emotional pain are the same as those for physical pain. Studies of physical pain show that warning someone first actually reduces the pain they feel. The same rings true for delivering bad news.
So warn them, wait for permission to proceed, deliver the facts and the options they have. Preserve their autonomy by resist the urge to decide for them. Instead be silent allowing them time to process. Following this simple yet not so easy process will reduce your stress and build a stronger connection with your client. Keep elevating our industry.
David Veldkamp
Owner | RE/MAX GR
Mobile: 616.460.6123
Office: 616.957.0700