Warm clients up to bad news, but don't spark their temper!
“Tact is the art of building a fire under people without making their blood boil.”
Franklin P. Jones (1908-1980); reporter
Tact is defined as, “adroitness and sensitivity in dealing with others or with difficult issues.” In begins in discretion, in minimizing the shock or embarrassment of difficult news. Let your blows land softly, let your persuasion be direct, but with a consderable gentleness.
Tact is required almost daily in a real estate agent’s career. When the time comes to discuss a price reduction, when you have to confront the fact that the carpets are too far gone for a showing. Owners love their pets like children, but there comes a time when you have to gently suggest that potential buyers don’t like the smell of 12-year-old German Shepherd fur.
The difference between a wounding fact and a helpful suggestion is tact. There are some things to keep in mind when you’re in need of a little tact:
1. Don’t assign blame. Don’t point the finger, or make the recipient of your news feel any lower than the news alone will make them feel.
2. Be prepared to ride out their anger. Anger, denial, and hurt feelings will often be the first response to tough news. If you argue with the anger, things will not go well in the end. Tact means being able to (temporarily) absorb the backlash.
3. Remember: You’re trying to find a point where you both agree. You want to come to a mutual decision on what to do next. So don’t focus on disagreement; have a productive discussion.
4. Open-ended questions beat accusations. ”The carpet is stained and smells like dog and must be replaced.” is not how you want to begin the talk. “So, [seller name], before we start planning open houses, how do you feel about the carpet?” is one way to ease into the conversation. Work your way towards, “How open are you to the idea of replacing it, given that it should help us find a buyer at a better price?”
5. Don’t lose your nerve. Sometimes your fear over the discussion will prompt you to put it off. But ask yourself: Will this conversation be easier, later? Nine times out of ten, the answer is no. Don’t let the fear hold you back. Remember, you’re doing more harm than good by burying important discussions.
The use of tact demonstrates both your honesty and your consideration. It shows how much respect you have for people and even if the news is so unwelcome that a bad period of silence follows, in the long run you’ll be remembered for handling a tough situation well.
(Photo credit, blmurch.)
