As you work with people every day, you’ll inevitably encounter difficult clients. Whether it’s a vendor, landlord or tenant, challenges come in many forms.
But with guidance from former estate agents at Reapit, here’s how you can keep focused on the job at hand, professional, and in control:
Poor communicators
Such clients slow things down with unclear requests, incomplete information or delayed responses – or all of the above.
The best way to deal with them is to practice good communication to support your own workflows and outcomes to the benefit of all:
- Use straightforward language that’s hard to misinterpret
- Repeat key points back to the client so they can correct or confirm what you’ve understood
- Be an active listener
This is how Joshua Findlater, Head of Sales Operations at PayProp UK, approached similar situations in his 10 years as an estate agent.
He adds, “You need to really understand the profile and motivations of the various people you’ll be dealing with. Tenants, contractors and seasoned landlords can be addressed quite directly, while first-time vendors or accidental landlords may need a little more patience.”
Offering multiple ways for clients to communicate – such as phone calls, texts, or online portals – can also ease frustrations. “Meet them where they want to be met,” Joshua says.
Demanding or unreasonable requests
Some clients may push for work outside the agreed-upon terms, insist on unrealistic pricing, or dismiss your expertise in favour of advice from family and friends.
In these situations, advises Leanne Quinn, Lead Project Solutions Consultant at Reapit, stick to your boundaries. With over a decade of estate agency experience, she says: “Consistency is key. If you move the goal post once, they'll come to expect it every time.”
And make sure to back your position with data. For example, you can use tools like Reapit or PayProp to help vendors or landlords compare your service to market rates and explain the risks of overpricing. If you present it clearly, most clients tend to come around.
“There's so much data within Reapit and PayProp and it's so easy to extract,” Leanne says. “Data speaks louder than words.”
Late payers
Leanne says the first step in handling this variety of difficult client is understanding why their payments are consistently late.
In her experience, it’s often as simple as the tenant's new job having a different pay schedule. Adjusting the rent due date to align with their payday can resolve the issue. Payment plans can also help tenants get back on track.
If they can no longer afford the rent, it’s time to involve the landlord. Lay out the legal options and those your business processes can accommodate and let them decide how to move forward.
Joshua adds that in competitive rental markets like London, sometimes all a tenant needs is a reminder that strong demand for accommodation is their incentive to buckle down. However, he also warns against unnecessary escalation: “In isolated instances or times of economic distress, being paid late is better than not being paid at all.”
Platforms like PayProp greatly simplify arrears management with automated reminders and convenient payment options, ensuring tenants have every opportunity to pay on time.
Aggressive clients
Aggressive clients can be one of the most stressful challenges an estate or letting agent has to deal with.
Both Joshua and Leanne agree that in many cases, difficult-seeming clients are in fact frustrated about something else in their business or life and are taking it out on you. Give them the opportunity to vent, listen calmly and move quickly to resolve relevant issues.
"But if a client crosses a line, don’t hesitate to escalate the matter to management – or, in severe cases, going as far as involving the authorities or even ending the business relationship,” Joshua notes.
Leanne adds that phone calls are more effective than texts or e-mails in emotional situations, as a calm, confident tone of voice can make a significant difference.
The takeaway
Difficult clients are inevitable in agency, but they don’t have to ruin your day.
Keep your head up, address issues as soon as they arise, and lean on tools like Reapit and PayProp for support. And remember, our client services team is just a call away, offering free resources, training and guidance to help you weather any storm!
