When you are representing a buyer or seller, it is important to remember that the other side will develop an opinion of your client based upon your communications. Carefully chosen words will help to maintain a realistic and positive impression. When negotiations get hairy, you want the other side to feel positively about your client. Nobody wants to help the bad guy, and we all root for the underdog. By carefully choosing what you share and how you say it, it will preserve the reputation of everyone on your side of the transaction.

With this in mind, here are a few ways that I design my communications:

• If you have to say something negative, (let’s face it, sometimes it is necessary), be objective and offer an explanation that focuses on contract terms and legal rights.
• Refrain from giving your opinion or added color to the statements; stick to facts.
• Be considerate and respectful of everyone’s feelings and rights.
• Be fair and honest.
• Disclose anything that is necessary and required; know what that is and give nothing more.
• Take concerns and issues raised seriously; put out all fires early.
• If you can’t say something nice, you probably don’t need to say it.

Working in real estate can show us the very worst side of our clients. We are interacting with people who are in one of the most stressful times of their lives. People are feeling vulnerable and nervous about what is ahead of them.

By needlessly expressing negativity, you may create a scenario where the buyer or seller on the other side does not want your client to “win”. You must own up and take responsibility for it.

In my experiences the smartest and most successful Realtors are the ones who approach every transaction in a cooperative spirit. You are a team with the other agent, working toward a common goal of finding a middle ground where both sides are treated with fairness. You are both working toward the goal of arriving at the closing table. Remember that what you say may effect whether or not that happens. Positive communication is the fastest and least painful route to the close of the transaction.