-
AllActivities Age Concern Anytime Fitness Gym Art Beauty Beer Of The Week Blog Business C2C Care Care Home Chalkwell Beach Charity Children Christmas Cinema City Status Cliffs Pavilion Cliffs Pavilion Cliffs Pavilion Review Cocktail Recipes College Community Competition Competitions Construction Coronation Coronavirus Covid 19 Dannielle Emery Design Easter Education Emma Smith Employment Emsella Chair Environment Essex Police Essex Police News Events Family Fun Fashion Festival Film Finance Fitness Food Food & Drink Football Fresh Face Pillow Company Gardening Hair & Beauty Halloween Harp Havens Hopsice Havens Hospice Havens Hospice Havens Hospice Press Release Havens Hospices Havens Hospices Havens Hospices News Health & Beauty Health & Fitness Historicaleigh History Holidays Housing Indian Indirock Indirock Jubilee Karen Harvey Conran Kids Kids Blogs Kids Competitions Kids Reviews Lady McAdden Legal Legal Eagle Leigh Folk Festival Leigh Library Leigh On Sea Leigh On Sea Finds Leigh Road Leigh Striders Leigh Town Council Leigh Town Council Press Release Leigh on Sea Leigh on Sea Sounds Leigh on sea Folk Festival Leigh on sea Town Council Leigh on sea news Lifestyle Little Red Panto LoS Shop London London Southend Airport London Southend Airport Los Shop Marathon Melinda Giles Mortgage Angel blog Mortgages Motherofalloutings Mughal Dynasty Mughal Dynasty blog Music My Mortgage Angel MyLoS NHS News News Newsletter Offers Other Outfit Of The Week Palace Theatre Parenting Parking Picture Of The Week Pier Politics Press Release Professional Property Property Of The Week RSPCA Ray Morgan Re:loved Recipes Recycling Restaurant Restaurant Review Restaurants Review Roads Rotary Club Royal Hotel Royal Hotel Southend Royal Visit Schools Seafront Shopping Show & Music Reviews Show Review Show Reviews Show Up Productions Shows & Music Shows & Music Review Shows & Music Reviews Southend Southend Airport Southend Airport Press Release Southend Airport Press Release Southend Borough Council Press Release Southend City Council Southend City Council Southend City Council Blog Southend City Council News Southend City Council Press Southend City Council Press Release Southend City Council Press Release Southend City Council blog Southend Council Press Release Southend Hospital Southend In Sight Southend In Sight Press Release Southend on Sea Southend on Sea City Council Press Release Southend on Sea City Council press release Southend on Sea city Council Press Release Southend on sea City Council Press Release Sport The Mortgage Mum Theatre Theatre Blog Theatre Review Theatre Review Theatre Reviews Transport Travel Village Green Volunteer Weddings What's On Whats On blog c2c news shopping
Deep Breaths
There have been a few occasions recently when people here in the office have been upset after ranting clients calling.
This can happen in all of our departments with sales unfortunately falling through, tenants being evicted and maintenance issues on our managed rental properties.
We have had staff going home in tears and up all night worrying about situations that are completely out of their control. I think, unfortunately, we can all be guilty of sounding off to the people who are working on the front line. If it is the Call Centre staff for Sky television (don’t get me started!) or a Waitress at a restaurant because your soup is cold. People are all too often quick to point fingers and blame and even fly off the handle but usually it is either not the fault of the person that the anger is directed at or completely out of their hands.
I myself have been guilty of losing my temper with call centres after being on hold for 20 minutes and you have a rant and moan at the poor person on the end of the line. Give it a few minutes after and I always feel guilty and wish I hadn’t of done it and that is the point I make to staff. It is important and essential to empathise with people and their problems, but if that person is angry and emotional it is never (usually) personal.
People are quite rightly frustrated with the situation they find themselves in and are sounding off to the person nearest and possibly the ones they are paying, more importantly, to try and resolve the problem. 9 times out of 10 it is an issue that is either out of our control or we are passing on instructions from another party, but if it is not what the client wants to hear then we can quite possibly expect an earful.
It could be having to break awful news to buyers that someone has changed their mind and no longer wants to sell their home. Breaking news to long term tenants that the landlord has decided to take back ownership of their property and will be evicting them after many happy years in a place they have called home or current tenants told that the landlord has decided not to decorate the property as per their request. All of these things are annoying and upsetting and people can get extremely emotional at times of great stress. That should always be taken in to consideration when breaking bad news and like I have said should not be taken too personally but empathy and sensitivity are always advised.
With our Clients as well, I appreciate that frustrations must be aired even if it is just to avoid blood pressure issues, but they must be targeted at the right people and in the right way. Does anyone really respond well to being shouted at? Surely a calm, sensible conversation airing points of concern in a grown up manner are much more likely to achieve the response and outcome you are looking for?
This article is by Rob at Scott & Staplelton
Tel: 01702 471155
To read all of Rob's previous property blogs, please click here
ADD A COMMENT
Note: If comment section is not showing please log in to Facebook in another browser tab and refresh.