By: Marcelo Steinmander
Throughout my real estate journey, I’ve realized a fundamental truth: language is strategy. The right words set the stage in a negotiation, define expectations, and shape how clients, prospects, and fellow agents see me. Over the years, I’ve depended on phrases that have helped win deals, conserve energy, and protect my business. Here are three that I believe are indispensable to any agent’s toolbox.
“No”
During my rookie years, I said yes to everything: Every showing, including major holidays, clients hundreds of miles away, and even phone calls while I was snowboarding in Colorado. The result? Burnout, inefficiency, and at times, resentment.
“No” was the turning point. It’s not rejection, it’s a filter. It protects time, preserves focus, and reminds people that your knowledge has value. Boundaries earn respect.
Out of the three phrases I’m sharing today, No is my personal favorite. It’s also the hardest phrase for me to say, because I’m wired to please and put the needs of others first. But this is also why it’s my favorite. Over the years, No has helped me turn away bad deals, clients that would’ve been exhausting, and defended my most valuable resource: my time.
“With all due respect”
Disagreement is part of the job. But how you phrase it determines whether you come across as combative or credible.
“With all due respect”, when said in a way that conveys consideration for your client, can be disarming. It allows you to push back, present facts, or reframe a situation without creating conflict. It’s direct, but professional. Clients and colleagues hear confidence, not ego.
I’ve been able to get away with saying some audacious things to people if a firm but gracious “with all due respect” precedes it first. From guiding hesitant buyers, to correcting misunderstandings with fellow colleagues, or even drawing a line when one is direly needed. Four words that soften the blow every time, if they’re said with both firmness and grace.
“Let me think about it”
Real estate moves fast. The pressure to respond immediately can be overwhelming. I used to take pride in how prompt my responses were. Maturity has taught me that speed isn’t always smart.
“Let me think about it” slows down the pace. It signals thoughtfulness, instead of hesitation. It gives you room to evaluate choices, avoid costly mistakes, and provide more refined advice.
This phrase has saved my business from terrible mistakes more times than I’ll ever admit. From mispricing listings without properly doing the research, to offering terms that weren’t in my client’s best interests, or even turning down business partnerships that offered little to no benefit. Pausing is wisdom.
In real estate, and outside of it, words matter. These three phrases are simple but significant. They have protected my time, elevated my professional brand, and sharpened my judgment. They’re indispensable.
Start with the one that resonates most. Make it a habit. Allow it to transform the way you express your ideas, the deals you take, and the respect you earn. Master them, and your business will expand, your time will be protected, and new opportunities will manifest.
Marcelo Steinmander is a real estate professional in Miami, Fla. His diverse background and fluency in English and Spanish made this an ideal field to build and retain long-lasting relationships. In 2020, Marcelo was recognized as a Top 20 Under 40 by the Miami and Chicago Mainstreet Organization of Realtors. He was also a Top 100 Agent in the Southern United States by NAHREP. By the end of 2021, Marcelo became the #1 individual producer in Berkshire Hathaway HomeServices EWM Realty based on the total number of homes sold, and in 2022 an honoree for the National Association of REALTORS® 30 Under 30. Find him on social on Instagram, Facebook and Linkedin.
Comments 6
EXCELLENT!!
Excellent phrases. The sooner one learns to use them, the better. Thank you!
I love this approach!
Hi, Marcello:
I very much enjoyed your article on how language affects client relationships. A few thoughts on the phrases you mention to mitigate unwanted circumstances:
“No”
There are many ways to say “no,” and some are better than others, depending on the circumstances. Clients don’t like to hear “no,” as they have the perception that they have hired you to do a job, like any other contractor, and expect it to be done to their satisfaction.
A flat out “No,” in my opinion, should be reserved for the most egregious circumstances, where the client wants you to breach ethics or the law. I think a better phrase in most cases might be “That’s not something I can do at this time” or “I can’t help you with that.” Both of these phrases allow the broker to explain the reason for denying the request and can potentially build a stronger relationship with the client. When a broker says “not now” or “that’s not something I can do” it sets a respectful boundary while also leaving the door open for accommodating the client’s opinion and desires.
“With All Due Respect”
We hear this phrase frequently in media these days, especially in political debates that pundits might have on television. That’s just one reason I think a better phrase might be “I understand your position, but hear me out on this,” or “I understand how you feel, but have you considered …” Both of these phrases acknowledge the validity of the client’s feelings and that you have considered them, while also allowing you to help the client to consider other information that the client may not have had or thought was important. “With All Due Respect” might be considered somewhat hackneyed and insincere, by comparison.
“Let Me Think About It”
This phrase I very much like, and have used it myself. However, it must be combined with “I’ll get back to you [name a time frame].” Otherwise, the client may think you’re dismissing concerns and won’t act on them. At the promised time, brokers should return to the conversation starting with the phrase “I thought about what you said, and here’s what I found out (or “think” or “discovered”). This validates the client’s concerns and underlines what the client said previously.
I also noted that you speak Spanish. I also speak a foreign language and serve clients in it. It’s important to note that in each language, certain phrases are more respectful than others, and they don’t translate directly from English. I speak from personal experience, as a native speaker of English who serves clients in Polish as well.
Once again, Marcello, I enjoyed your article. Words make a difference. I hope you appreciate my suggestions and write more about this topic in the future.
Absolutely true, I love to use them also. Congratulations on your recognitions.
Agree … and Great commentary** Thanks for sharing …