This specific transaction situation is where REALTORS® really earn their commission. The instinct is often to "keep the peace", but that alone will not get a deal to the closing table - you need structure, control and clarity.

This is easier said than done, so the main thing to remember is always remain calm!

Start by Resetting Expectation Early

If both sides are emotional or demanding, don't just react - reset the tone. Be very clear about timelines, what's realistic and what is not realistic in the transaction. A lot of "difficult" behavior comes from misaligned expectations.

Take Control of Communication

Don't let conversations become reactive or chaotic. Slow things down. Summarize conversations in writing so nothing gets twisted later.

Separate Emotion from the Transaction

You'll hear things like, "they're being ridiculous" or "I'm not budging". Your role is to translate emotion into action.

• Not: "They're insulting me."

• But: "They're concerned about… (whatever the day's concern is).

This keeps negotiations productive instead of personal.

Use Factual Information as much as you can as your Neutral Authority

When opinions clash, remove yourself as the "middleman with opinions" and lean on facts:

• Let the contract manage the process.

Facts reduce arguments because it shifts the focus from feelings to reality.

Give Both Sides Controlled Wins

If both parties feel like they're losing, the deal dies. Structure concessions so each side gets something meaningful - price, repairs, timeline or terms. It doesn't have to be equal, it just needs to be intentional.

Set Boundaries (this is where many REALTORS® struggle, including myself)

Being accommodating doesn't mean being available 24/7 or tolerating disrespect. If a client is unreasonable:

• Reinforce timelines

• Limit repetitive demands

• Keep conversations focused on decisions, not venting

You must remain calm and firm at the same time.

Don't Carry their Stress or Them

It's easy to absorb tension from both sides, especially when there are difficult issues. Stay objective. You're guiding the deal, NOT emotionally participating in it.

Pre-Solve Problems Before they Explode

If you see a friction point coming (repairs, appraisal, closing date), address it early. Difficult personalities tend to escalate quickly when surprised.

Know When to Push - and When to Pause

Sometimes you move the deal forward with urgency. Other times, forcing a decision makes people dig in harder. Read the situation.

• Heated? Slow it down.

• Stalled? Create a deadline.

Document Everything

With difficult parties, memory becomes "selective". Clear written communication protects you and keeps everyone accountable.

Have the Hard Conversation when Needed

If a client is jeopardizing their own deal, say it plainly: "This approach may cause the other side to walk. Are you comfortable with that outcome?"

That moment of clarity often resets behavior.

Be Willing to Let the Deal Go

Not every transaction is meant to close. If both sides are completely unreasonable, chasing the deal can cost you more in time, stress and reputation that it's worth.

At the end of the day, your value isn't just in getting deals done - it's in managing people under pressure. Difficult clients don't need more friendliness; they need leadership, clarity and a steady hand guiding the process.

All of these suggestions are way easier said than done, but the best advice I have for any transaction is always remain calm! Nobody has ever had to apologize for being calm!