Emotion is an element that more often than not becomes directly involved in most transactions. Where there are people, there will be emotions. Removing emotion from a business transaction is an effort and a task that needs to be practiced and perfected. Perfection of this task will result in a much more pleasant transaction for all parties involved.
The act of a homeowner handing over the keys to their life long home is emotional enough, but to enhance that emotion with additional feelings that may result from a number of factors could easily create unnecessary hostility.
Separate business from personal. Do not cross the line and become "friends" with your client during an active transaction. Save the friendship for after closing. Someone, and that would be the agent, needs to "keep their head" in the transaction and clear of emotion. If a problem surfaces, your emotions will either encourage a greater magnitude of emotion from your client, or your emotional control will guide the problem to be diffused.
Rudyard Kipling said it perfectly with his poem "If" that says "If you can keep your head when all about you are losing theirs and blaming it on you....." And if you continue to read this poem, so much of it applies to our business, working with a variety of people and how to conduct ourselves properly.
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