Complaint Handling Scripts
Complaint Handling Scripts for Realtors
In real estate, your reputation is your most valuable asset, especially when a $20,000 commission is on the line. These scripts help you handle high-pressure complaints professionally so you can save the deal and keep your referrals coming in.
The 'No-Show' Seller Complaint
Use this when a seller is angry because an agent didn't show up for a scheduled viewing after they cleaned the house.
I completely understand why you are frustrated; I would be too after putting in the work to get the house showing-ready. I am going to contact the buyer's agent immediately to find out exactly why they missed the appointment without notice. My priority is respecting your time, so I will get an explanation and call you back within the hour. In the future, I can use SkipCalls to help manage my showing notifications so we never miss a status update from other agents.
Tips for this scenario
- -Validate their effort in cleaning the home immediately.
- -Give a specific timeframe for when you will call them back.
Common Mistakes to Avoid
!Answering the phone while you are inside a $500k+ showing with another client.
!Getting defensive when a seller criticizes your marketing or the lack of offers.
!Promising a specific closing date before the lender and title company have cleared the file.
!Waiting more than 4 hours to return a call from a hot lead or an upset client.
!Arguing about inspection repairs over text instead of calling to explain the options.
