Hi, I’m Mike Pollak, real estate agent trainer. In real estate sales there are always clients who will test you. They will challenge you. It’s up to you to learn how to deal with it and make bad situations better. I want to illustrate this for you by relating a story to you of how a crazy experience turned out to be money in my pocket.I had a client some time ago who was very peculiar. I was representing him as a buyer’s agent. One day I was talking to him on the phone about a relatively minor issue that needed to be resolved before he could continue with the purchase of his home.I explained over the phone to him what the issue was and how to resolve it. He immediately blew up and threatened to sue me and my broker for trying to force him into doing something he didn’t agree with.Whoa, is this guy for real? At first I was shocked. I quickly realized I had a choice to make. Do I go crazy and argue back to defend myself or do I stay clam and dig deeper to find out what made this guy go nuts on me? Well, I chose the latter. Despite it being very difficult, I kept a cool head and began asking questions to discover the true source of this guy’s crazy blow up. The more questions I asked the closer I got to understanding why this happened. It turned out that he misunderstood me.Wow, going to court over a misunderstanding would have been ridiculous!The point of this is to realize that just because we understand what we are saying doesn’t mean the other person understands. Asking questions to discover the source of the problem is the most effective way to resolve a problem with your clients or anyone for that matter.Even if the person you are talking to is not mad, it’s a great idea to always ask questions to make sure the other person understands you. This can be done by asking open-ended questions to allow them to talk.Let me tell you that this takes practice. If you are prone to get excited quickly, then it will take you more practice. Just remember that you can do it and you’re awesome. That’s your real estate training for the day. Now go get ’em!Did you want to know how the story ends? We closed escrow on a nicely remodeled home that he is very happy with and I got my commission. Just think what would have happened if I blew up at him when he was angry.