Have you ever had a crisis in your career?

Maybe I should ask how many have you had today? Let's face it a great real estate agent is first and foremost a problem solver and because of this a top producers desk will often become a crisis management center. A place where all problems arrive and are expected to be solved within a short period of time.

So how can we become a better crisis manager? Before we can begin to answer this question I think it's always wise to start by admitting that most of us deep down are cowards at heart. Yes, we may come across as confident and strong but at our core we fear like every one else -- that we may fail or worse yet that someone won't like us. Because of this we often don't face each crisis as quickly or as effectively as we could, and occasionally we don't face the crisis at all and then bingo it's too late.

By accepting our natural aversion to crisis we can then begin to unravel the simple techniques all of us can use to be a better crisis manager. The old axiom -- it's not what happens to us that matters, it's what we do about it -- is one piece of sage wisdom that definitely applies to crisis management.

So what can we do to become a better crisis manager? Let's look at five simple strategies:

1. Step towards the Crisis: When faced with a problem many agents take the ostrich approach to problem solving -- meaning they bury their heads in the sand and hope the crisis will pass. This is the worst possible way to deal with any problem. Any crisis left to its own devices will no doubt fester and become much worse with each hour that passes.

   As one of my attorneys is fond of saying, "Justice deferred is justice denied."

   Instead we should face the crisis head on by first listening to the client in an attempt to identify the problem. From there we can start trying to understand exactly what the issues are so that we can begin to work on a possible resolution.

2. Define and Clarify the Crisis: Occasionally issues get all jumbled up into one big kettle of discontent. To separate fact from fiction and to give your clients the best chance at moving towards a successful end result we need to develop our investigative skills.

   How? Simply learn to ask great questions. Many of our clients will feel a great sense of relief when they have been able to vent their feelings and express their concerns. Use this simple list below as a guide:

   • Encourage -- "Please tell me more …"

   • Clarify -- "When did that happen …"

   • Normalizing -- "I've had other clients ..."

   • Empathizing -- "I can appreciate that …"

   • Soliciting -- "I would like your ideas on that …"

   • Validating -- "I appreciate your willingness …"

3. Unemotionally discuss the issues: This is easy to say and hard to do. People become emotional during a crisis so it's easy as real estate professionals to become swept up into the hurricane of emotion. But is that what we are paid to do? Absolutely not!

   Do you hire a doctor to become emotional during surgery? Do you hire an attorney to get rattled during trial? The same is true of real estate professionals. We must remain calm and positive, a port in the storm, even when your own clients are upset, and yes, even when other immature agents are emotional during a transaction. That's just part of being a real estate professional.

   Occasionally people and problems get mixed up together. To separate the two you may ask the person who is upset this question:

   "Listen , it sounds like your upset, are you upset at me or the situation?"

4. Develop a Resolution to the Crisis: I want you to notice that I did not use the word solution. A solution often implies that the person with the problem ended up getting exactly what they wanted, as we know from experience this is rarely true. Instead a professional crisis manager looks for ways to create resolution -- where both parties may have to give some ground to create an agreement both parties can live with.

   So how do you find a resolution? One way is to simply ask the parties involved. Use this script:

   How would you like to see this resolved? If that's not possible is there anything else that would make you feel better about the situation?

   Another way to find a resolution is to ask for input from others in your office. Often we are surrounded by a brain trust of agents who may have experienced similar problems and who may be able to offer unique solutions that know one has yet thought of yet. In addition we should ask the other side of the transaction for their input they to may be able to offer different perspective on the challenge at hand.

5. Take Action Now!: Once you have agreement to the resolution you must immediately take action. Often we don't necessarily have to create a perfect agreement as long as we are taking the steps to move everyone forward. Many of our clients will recognize that it may take time to solve a crisis. What they want to know is that steps are being taken to begin the process.

   To give them a sense of control you may want to provide your clients with updates on exactly what you are doing and what exactly your next step will be. By focusing on the next step everyone can begin to think proactively and positively.

There you have it five simple strategies for every coward to deal more effectively with their next crisis. Now let me leave you with one thought that I have learned over the years, which is this, "The hardest escrow to close it the only one you got!"

To reduce the amount of stress you feel when dealing with any crisis or problem there is a simple solution -- create more escrows. When you have more escrows you won't be depending on that one closing to pay your car payment or your mortgage on your house this knowledge will free to be more confident and more courageous when dealing with your next crisis.

Good Selling!

Published: December 23, 2005

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Jim Remley is a speaker, author, and consultant. He is also an active real estate broker in Southern Oregon where he owns a network of six offices. Jim won the Rookie Instructor of the Year award in 2001 from Realty-U, the largest network of real estate educators in the nation. He was the winner of the 2002 Pacesetter Award, and nominated for the Real Estate Instructor of the Year Award during the first quarter of 2003. To learn more about Jim, please visit ProPerformer.com or e-mail him at .