Finished a real estate transaction this week that has been incredibly emotional. And it wasn't the Buyer or the Seller that fell apart at every hurdle or obstacle along the way - it was the listing agent.
It's common to experience frustrations and varied emotions with short sale transactions, multiple offer situations, problems with loan at the last minute or with inspections or appraisals .... and the list could go on it seems! Even with regular transactions, buying and selling is a huge experience and leads to lots of emotions (letting go of the home you loved for 30 years or the nerves of buying a home for the first time.)
But this agent was way too emotionally involved in the transaction - as though it was her property. As professionals, we are the sounding board, the middle ground, who mediates and provides a buffer between buyers and sellers - which includes helping them manage their emotions. Getting too emotionally involved is counterproductive to the client's best interest and will definitely be stressful for other agents.
This agent lost all ability to effectively negotiate, became irrational, raised her voice (and that's politely saying she was yelling), bullied to get her way (and this is something we should never even consider as an option); when bullying wasn't successful she threw temper tantrums, and as a last resort, she made all sorts of threats - including calling my Broker
Very unprofessional. We, as agents, have a limited role in transactions defined by the real estate license we hold. It does not include a license for "absolute power".
A few tips to handle yourself when emotions run high:
Detach yourself - take a few minutes to collect yourself and think things through before talking or returning calls
Stay focused on the facts and resolve each issue separately instead of "everything at once".
Clear up ambiguity right away - don't let it fester and build to the point of being irrational
Act professional and ethical, do not posture or insult, and stick to the contract.
Always say "thank you" or "I appreciate your effort"
And if you have any doubts about what you want to say - ask someone else before you say it!
(Photo from Mircosoft Free Clipart.)