What not to say when talking to clients?

The job of an estate agent requires highly developed communication skills. Sometimes a single unfortunate sentence can cast a shadow over the whole working relationship, or even lead to it breaking down. In this profession it is therefore worth being exceptionally careful with your words so as not to offend the client. Which phrases are forbidden? Here is a short overview of statements that should never come out of a professional estate agent's mouth.

"That's not how it's done…"

Openly criticising the client's previous attempts to sell the flat brings nothing good and may only put them off and make them decide not to use our services. The client is well aware that something is going wrong, which is why they asked us for help. Pointing this out to them is shooting ourselves in the foot.

When you start working together, it is worth listening to what the client has done so far and where they see the problem. It is good to emphasise the steps they got right first, and only then say what would be worth doing differently. Let us remember to be tactful and choose our words carefully.

"You have to do it this way…"

When we propose solutions that in our opinion will greatly support the sale of the client's property, we want the best for them. Often, however, the client refuses to take action. In that case, there is no point in focusing on pushing a specific solution. It is better to try to explain why a given strategy will be effective. If that does not work, it is better to concentrate on other options. It is quite possible that in the meantime the client will change their mind themselves. Perhaps they simply needed more time to trust us or wanted to test our professionalism. Aggressively forcing anyone to do anything has never yet brought anything good. As professional estate agents, we should not resort to methods of this kind either.

"How can anyone live here?"

Negative opinions about the client's property disqualify us from the start. Let us remember that the person who wants to work with us has lived here for years and surely has a great sentimental attachment to the place. Negative comments about it will therefore not be good for the agent-client relationship and may even make it impossible altogether.

If, however, we see that the property is in really poor condition and needs freshening up, let us recommend a home staging company to the client, which will do its utmost to present the interior in the most favourable light.

"Your property is unsellable"

On hearing such words, the client will probably not want to start working with us. Besides, a good agent can sell anything. It is possible that achieving this will take more effort than usual, but anything can be done. In complicated cases it is worth clearly discussing with the client the strategy for selling the flat and any concessions that will be needed.

"You have no idea about this"

Dismissing a client's suggestion in such a sharp and aggressive way may end the working relationship. No one likes having their opinion challenged, especially by the person who is supposed to help them and whom they are paying. Reactions of this kind reflect very badly on an estate agent.

If a situation does arise in which the solutions proposed by the client are unrealistic, you should calmly explain what the problem is and suggest a solution that they will accept.

Let us also remember that this rule applies equally to the client's family and friends. The client will pass on their opinions and suggestions too. We must bear in mind that these people, even though they may not know the specifics of the property sector, are the most important to the client, and the client will inevitably take their opinion into account. In such a situation, too, it is best to rely on calm, understanding and rational conversation.

There are certainly more phrases that a good estate agent should avoid. We have listed only a few that easily illustrate the general attitude a professional agent should avoid. So what should they be like? Above all, understanding, empathetic and patient. They must not impose their opinion, only propose the best solutions. They should also steer clear of any radical opinions, belittling and criticising. If they manage to achieve this, it will certainly pay off in a noticeably growing number of clients.