In any real estate transaction, there is always something that goes sideways that leaves you having to deliver bad news to a client or colleague. Whether it's a minor issue or a major setback, how you approach these conversations can significantly impact your client's experience and the overall success of the transaction.

Two Rules of Thumb: 

• Never Bring a Problem Without a Solution

One of the most effective strategies for handling bad news is to always present it alongside a solution. This approach helps to alleviate your client's concerns and demonstrates your commitment to resolving the issue.

• Deliver the bad news in person if you can

It's important to remember how much your client is emotionally invested in the home sale. Even a small hiccup in a transaction can feel catastrophic for someone who is already anxious. If you chicken out and send the news in a text they are going to imagine the worst case scenario and get even more upset. Try to deliver the news in person if you can so they can see your calm body language, your smile, and your reassurance that you will help them get past this challenge. If you can’t get in person, FaceTime them or send a one-way video with an app like BombBomb so they can at least see your face. If those are not practical, at least pick up the phone. 

A Real-Life Example

Imagine you've just received a home inspection report from a buyer that reveals several problems with a property you have listed. Instead of just dumping the bad news on your seller, you could say:

"I know a lot is riding on this sale, and I want to be up front about a few things that were identified in the inspection. While the shower head needs to be replaced and the ice machine isn't connected, I'm confident that these issues can be resolved before closing. If you think you can get them fixed by Friday, we can avoid making any adjustments to the purchase and sale agreement. However, if you need more time, we can simply coordinate with the attorneys to ensure that the repairs are completed by closing."

By framing the bad news as a solvable problem and understanding your client’s emotional state, you can de-escalate any tension and get busy showing your client what it means to work with a true professional.