A Guide to Ending Your Professional Relationship With a Difficult Client
How do you break up with a difficult real estate client?
Mom definitely didn't prepare you for days like this, when you have a client who's constantly hogging your time, berating you, always changing their mind, or never satisfied with your hard work. Sometimes, the commission check just isn’t worth the pain. And that's if you make it to the point of getting a commission. Nightmare clients can sometimes leave you high and dry after all the work you’ve done.
But here’s the good news:
There's a way to tactfully end your professional relationship without losing your reputation or your sanity. It all starts with recognizing when it's time to say goodbye and knowing how to do it with tact, respect, and, most importantly, professionalism. In this guide, we'll walk you through the steps to break up with a problematic client because, if you’re in real estate long enough, this awkward conversation is inevitable. Let’s get started.
Learning to spot a difficult client early on is a skill. And that’s a good thing because it can be taught. Here are the most common red flags that signal a potential storm on the horizon:
Some clients treat emails like boomerangs. They expect instant replies at all hours. But, magically, they disappear just when you need them most.
This kind of communication imbalance can be more than just frustrating. It can seriously disrupt your workflow and impact your ability to serve your other clients effectively. It's a classic sign that expectations on both sides may not be aligned, and it's a situation that requires careful navigation. Setting clear boundaries and communication guidelines early on is key, but when those efforts don't seem to resonate, it might be time to consider whether this client relationship is beneficial for you.
Some clients have a dream home etched so precisely in their minds that no earthly dwelling could match up. Every showing is met with a sigh of disappointment.
While you should always strive to meet your client's expectations, your client must also be realistic. It's crucial in these cases to manage expectations from the start and guide your clients towards a more realistic understanding of the market and what is available for a particular price point and search area. If despite your best efforts, the gulf between expectation and reality remains insurmountably wide, it may be a sign that the partnership is not meant to be.
Some clients are the masters of last-minute cancellations. They don’t hesitate to make urgent calls about non-urgent matters, but they don't ever return your calls and emails. They treat you more like a personal assistant than a professional real estate agent.
Disrespect for your personal boundaries and professional time can become a serious drain on your resources and emotional energy. Sometimes people do this accidentally. It's essential to communicate your working hours and the appropriate channels and times for communication. However, if these measures are met with continued disregard, it might signal that the relationship is not sustainable. Sometimes, parting ways with a client who can't adhere to these professional courtesies is the best move for your sanity and your career.
Some clients don’t just push on boundaries, they bulldoze over them. This type of nightmare client sees no line they can't cross.
Working with someone who consistently undermines your expertise can impact your confidence and ability to effectively do your job. It's one thing to be open to feedback, but it's another to be constantly barraged with demands that devalue your work and expertise. If clear communication and setting strict boundaries do not lead to a change in behavior, it might be time to consider ending the client relationship.
You don’t get a badge of honor for dealing with difficult clients. Instead, your time is wasted, your energy is spent, and both you and your client are miserable. Here’s a look at why it’s can be important to break up with overly difficult clients instead of suffering through it:
The constant pressure and stress from trying to please an impossible client can wear you down and zap your energy and enthusiasm. If you’re not careful, you can burn out due to a bad professional relationship and this can negatively impact your personal life, as well.
Every minute you spend trying to satisfy a difficult client is a minute you're not investing in your other clients. It's a classic case of diminishing returns.
In today's digital age, a single unhappy client can amplify their discontent across social media and review platforms. In less than 100 characters or in under 60 seconds, a disgruntled client can potentially destroy your professional image to a wide audience. The stakes are high, and the impact is real.
Deciding whether to stick with a challenging client or to cut ties requires a blend of gut instinct and strategic thinking. Here are some considerations to guide you:
Sometimes, misunderstandings are at the heart of conflict. Clear and honest communication can often bridge the gap. However, if you’ve really attempted to communicate, and you’re still not getting anywhere, it could be your sign to end it.
Sometimes the rewards of dealing with a tough client outweigh the challenges. Maybe the client will help you break into a new market or kickstart business with a new type of property. However, you must ask yourself if the emotional and time investment is worth the current turmoil, or if your resources could be better used elsewhere.
Think about how this relationship is affecting your service to other clients, your team's morale, and your own well-being. If the cons outweigh the pros, it may be a sign to let go.
Making the tough decision to part ways, when necessary, is just as important for your growth and success as knowing when to persevere. When in doubt, go with your gut.
Saying goodbye is never easy, especially when it comes to ending a professional relationship that's gone sour. Yet, mastering the art of the graceful exit is a crucial skill for all real estate agents. Here's how you can part ways with a problematic client without burning bridges or losing your cool.
It's important to provide all of your clients with the same standard of service, and apply the same criteria in all of your client relationships. Document your expectations for clients and criteria for ending professional relationships in writing as part of your business processes, ensure those criteria comply with all relevant laws and regulations, and always apply them uniformly.
Before you even pick up the phone or draft an email, take a moment to collect your thoughts and emotions. The goal is to communicate your decision in a way that is both professional and empathetic so that you minimize the potential for conflict or hurt feelings.
Be clear with yourself about why this breakup is necessary. Is it a matter of mismatched expectations, a persistent lack of respect for boundaries, or something else? Is there anything you could do better to fix the situation without ending the professional relationship? Understanding your reasons will help you articulate your message more clearly.
Your message should be direct yet gentle. Acknowledge the positive aspects of your relationship and express gratitude for the opportunity to work together. Then, explain your decision to part ways in a way that focuses on professional fit rather than personal failings.
The medium of your message can be just as important as the message itself. Consider the nature of your relationship with the client, the complexity of the situation, and your own comfort level.
In-Person or Video Call - Ideal for when the relationship deserves a more personal touch or when you anticipate a need for a more in-depth conversation.
Phone Call - A good balance between personal and practical, allowing for direct communication while sparing the logistical challenges of a face-to-face meeting.
Having a script or a rough outline can help you navigate this delicate conversation with grace. Here’s a script you can personalize and use in person or over the phone:
"I've valued our time working together and appreciate the trust you've placed in me. However, after careful consideration, I feel that I may not be the best fit to meet your needs moving forward. It's important to me that you find the right support, and I'm here to assist in making a smooth transition to another agent who may be better suited to your expectations."
Email - Best for when you need to carefully control your wording, document the conversation, or when physical distance makes live conversation impractical.
Here’s a quick email template that you can make your own:
"Dear -Client's Name-, I hope this message finds you well. I want to start by expressing my sincere appreciation for the opportunity to work with you. After thoughtful reflection, I've concluded that I may not be the best match for your real estate needs moving forward. It's my priority to ensure you receive the best possible service, and with that in mind, I believe transitioning to a new agent who can more closely align with your expectations would be beneficial. Please know I am committed to assisting you through this transition to make it as seamless as possible."
Navigating the aftermath of a client breakup can be as delicate as the breakup itself. It's a time that calls for professionalism, emotional intelligence, and a forward-looking approach. Here’s how to manage your emotions and maintain your professionalism after parting ways with a problematic client.
The first step in the post-breakup phase is to ensure everything is documented. This isn't about preparing for battle but about maintaining a record that can help provide clarity and protect both parties if questions arise later.
After the breakup conversation, take a moment to jot down key points discussed, including the reasons for the breakup and any agreements made regarding pending transactions or referrals.
If the breakup was done verbally, a follow-up email summarizing the conversation helps provide a clear record for both parties. It’s also a gesture that reinforces your professionalism.
Even after deciding to part ways, offering a helping hand for the transition can leave the relationship on a positive note, and is the right thing to do.
If appropriate and you feel comfortable doing so, providing referrals to other agents can be a helpful gesture that benefits your client and demonstrates your commitment to their best interests.
The end of any professional relationship can stir up a mix of emotions. It’s normal to feel a range of emotions after a breakup—relief, frustration, or even sadness. Don’t ignore them. Process these feelings to move forward in a positive direction. You can do that by seeking support from your social circle. Talk to a mentor, colleague, or friend about your experience. They can provide emotional support and a valuable perspective.
Also, reflect on the experience. Use the breakup as a learning opportunity. What signs might you watch for in the future? How can you better communicate your boundaries to clients? Reflection can transform a challenging experience into a growth opportunity.
Breaking up with a problematic client is never going to be the highlight of your day, but it's a necessary skill in the real estate business. By approaching these conversations with empathy, clarity, and professionalism, you can turn a potentially negative situation into a positive step forward for both you and your client. Good luck!