Care over Conflict

Let’s talk about a little four-letter word that can make or break your private appraisal business: care.

I recently completed a vacant land appraisal for a repeat client. We had worked together before, had a good rapport, and he hired me again to help set a listing price. The appraisal wasn’t easy—vacant land comps in South Florida are rare—but I did the work, came up with a supportable value range, and delivered the report.

Cue the outrage.

The client was disappointed—and stunned. I had appraised the same property a few years ago, and the value was higher back then. But the market had softened, and this time around, the sales supported a lower value.

He fired off a series of frustrated emails. And here’s where many appraisers take the wrong turn: they get defensive, go silent, or hide behind email. But when you’re in private work—and the client is actually your client—how you handle that tension defines your business.

So what did I do?

I didn’t reply by email (pro tip: don’t respond to emotional emails with more text). A few hours later, he called—and I picked up. We walked through the report together. I explained the trends. I showed him how smaller lots were commanding more per square foot. I pointed out that his lot, while larger, lacked the superior view of some recent comps. And I reminded him: this is just my opinion based on the data. You can list it for whatever price you want.

Then came the kicker:
“Can you raise the value by $25,000?”

Nope. I told him, respectfully, that I stand by my work. This is my professional opinion—it’s not something I can adjust just because the result wasn’t what he hoped for.

And here’s the funny thing: once we talked it out, he calmed down. He still didn’t love the value, but he respected the process—and he respected me. In the end, he’s free to price the property however he likes.

Customer service matters. Especially in private work. You will get pushback. That’s not the test. The test is how you respond. Do you take the time to explain? Do you pick up the phone? Do you walk your client through the logic—even when the conclusion isn’t what they wanted?

Because at the end of the day, it’s not just about being right. It’s about being professional, clear, and accessible.

That’s how you build a referral-worthy business.