top of page

Conflict: The 10% / 90% Rule in Real Estate


10% of Conflict is due to a difference of Opinion and 90% is due to Delivery and Tone of voice

Over my years in the mortgage industry, I have seen countless times how situations can be escalated. Have you ever heard about someone canceling a home purchase because of $50 fix? I have seen it personally. While it happens in all industries, mortgage and real estate are fields where it happens quite frequently. Why is this?

First off, buyers and seller are emotionally charged. They are about to enter into one of the biggest transactions of their lives, and they are excited, scared, happy, sad, and nervous all at the same time. But how does a simple disagreement go escalate into a true conflict? Simple. Delivery and tone that information is presented.

The job of Realtors and Lenders is to serve their clients best interests, sometimes protecting them from themselves. The success of a real estate transaction often comes down to how well the Realtor conveys their parties thoughts and information.

We have to understand that buyers and sellers are likely to say things in a way they would not normally under less stressful circumstances. We, as professionals, have an obligation to help them through these times. DON'T through fuel on the fire. If as a professional you escalate the situation instead of diffusing it, your career will be much shorter and less fruitful than it could be. Don't be that realtor or lender who says proudly " you should have heard me tell them _____!" You gained nothing and possibly hurt your client.

So here a few rules to follow and help all parties involved.

  1. When working with your client, always let them vent to you, as this is the best way to get to the root of their concern. Find that concern, and address IT, not the emotion. It will allow them to calm down after they get it out as well.

  2. When your client says tell them "to stick it ____ _____ _____!", leave that part out when communicating with other parties. Boil it down to the facts, and kindly say my clients do not accept those terms, and see if there is a counter.

  3. Remain calm yourself. Your clients are looking to you for guidance, and if they see you stressed and out of control, their blood pressure shoots up as well.

  4. Always be courteous in your conversations. Think of it this way. Emotions try to get other people to feel the same way we feel, so don't allow someone else to control how a conversation goes. Remain calm courteous and as pleasant as possible.

Remember your delivery of information and tone can elicit other to have an emotional response. And, try to not let others pull you down a negative road.

A positive attitude does not guarantee success, but a negative attitude guarantees failure.

Marcel Deitrich NMLS #231135

Guaranteed Rate

972.672.3246

Equal Opportunity Lender

Guaranteed Rate: Frisco Mortgage Branch
Marcel Deitrich NMLS #231135

972 672-3246

8668  John Hickman Pkwy
BLD#10 STE 1002
Frisco, Collin County 75035
USA

©2018 by Guaranteed Rate Frisco - Marcel Deitrich NMLS#231135.

The information contained in this website is for general information purposes only. It is believed to be reliable, but Guaranteed Rate does not warrant its completeness, timeliness or accuracy. The information on this website is not intended as an offer or solicitation for any mortgage product or any financial instrument. The information and materials contained in this website - and the terms and conditions of the access to and use of such information and materials - are subject to change without notice. Products and services described, as well as, associated fees, charges and interest rates may differ among geographic locations, offices and as a result of individual conditions. Not all products and services are offered at all locations. In no event will Guaranteed Rate, Inc., be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.

If you have been referred from another website (including but not limited to any social media site), The information contained in the referring website is for general information purposes only. The information contained there has not been reviewed or approved by Guaranteed Rate, Inc. and is provided solely and exclusive by the site's author. Guaranteed Rate, Inc. makes no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk. Through the referring website you may be able to link to other websites which are not under the control of Guaranteed Rate, Inc. Guaranteed Rate, Inc. has no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

​

Guaranteed Rate, Inc - NMLS ID 2611

​

CONSUMERS WISHING TO FILE A COMPLAINT AGAINST A COMPANY REGARDING THE ORIGINATION AND/OR SERVICING OF YOUR MORTGAGE LOAN OR A COMPLAINT AGAINST A RESIDENTIAL MORTGAGE LOAN ORIGINATOR CONCERNING RESIDENTIAL MORTGAGE LOANS ON REAL ESTATE LOCATED IN TEXAS SHOULD COMPLETE AND SEND A COMPLAINT FORM TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, 2601 NORTH LAMAR, SUITE 201, AUSTIN, TEXAS 78705. COMPLAINT FORMS AND INSTRUCTIONS MAY BE OBTAINED FROM THE DEPARTMENTS WEBSITE AT WWW.SML.TEXAS.GOV. A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT 1-877-276-5550.

THE DEPARTMENT MAINTAINS A RECOVERY FUND TO MAKE PAYMENTS OF CERTAIN ACTUAL OUT OF POCKET DAMAGES SUSTAINED BY BORROWERS CAUSED BY ACTS OF LICENSED RESIDENTIAL MORTGAGE LOAN ORIGINATORS. A WRITTEN APPLICATION FOR REIMBURSEMENT FROM THE RECOVERY FUND MUST BE FILED WITH AND INVESTIGATED BY THE DEPARTMENT PRIOR TO THE PAYMENT OF A CLAIM. FOR MORE INFORMATION ABOUT THE RECOVERY FUND, PLEASE CONSULT THE DEPARTMENTS WEBSITE AT WWW.SML.TEXAS.GOV. 593b037e76ae56282aac33e6

​

Equal Housing Lender

​

bottom of page