Navigating Difficult Clients: Strategies for Dealing with Bullies

One of our Terracon Properties agents recently had a run-in with a bully client. It is not the first time this has happened, and it probably won't be the last. When dealing with this type of a client it is important for us to maintain professionalism and to close the deal. So, I started thinking about what we can do as Property Practitioners to handle this type of situation more effectively. After doing some research, I found strategies that can help us build a good working relationship while still closing the sale

But first, you need to recognise that you are dealing with a bully and not just a difficult client.

Spotting a bully client means looking out for certain behaviours. Keep an eye out for aggressive communication, verbal threats or intimidation, unreasonable demands, or expectations, controlling behaviour, disregard for others' opinions or feelings, and a history of aggressive actions. Bullies often use confrontational language, launch personal attacks, or employ intimidating tactics to establish dominance. They may also try to control everything, dismiss other perspectives, and belittle thoughts and emotions. Once you have confirmed their aggressive behaviour is indeed bullying, it's time to address it directly and confidently using these strategies

Strategy 1: Stay Professional

Stay cool and composed when dealing with a bully client. Avoid getting into arguments or becoming defensive. Focus on controlling your own behaviour and do not let them engage you in a fight. If the bully cannot engage you, then the fight is not going to go anywhere.

Strategy 2: Set Clear Boundaries

Establish boundaries from the start. Communicate your expectations for respectful behaviour. If the client crosses those boundaries, address the issue assertively yet politely. Let them know that you won't tolerate bullying.

Strategy 3: Listen and Show Empathy

Try to actively listen to their concerns, even if it is challenging. Show empathy without condoning their behaviour. Keep an open posture, maintain eye contact, and validate their feelings. Set boundaries when needed and always prioritise your well-being.

Strategy 4: Document Everything

Keep thorough records of all interactions with the bullying client. Save emails and messages as evidence. This helps track their behaviour and will assist in managing future interactions.

Strategy 5: Seek Support

Reach out for support when needed. Discuss the situation with your Principal, mentor, or colleagues for ask for advice. They may have dealt with similar situations and can offer guidance. Involve your Principal if the client's behaviour becomes abusive.

Strategy 6: Know When to Walk Away

If all else fails and the bullying persists or becomes unbearable, it may be necessary to end the working relationship. Prioritise your well-being and seek legal advice if needed

In conclusion, dealing with bullying clients is tough, but with these strategies, you can handle it like a pro. By using these strategies, you will maintain professionalism, protect yourself, and be better equipped for future difficult clients.

From the desk of Desireé Wallace: Director: Terracon Properties