From RealSource... Glenn's Blog

Whether visiting a business, dining out or even reading AR posts and comments, I often wonder... are customers just an unwelcome interruption to most business people?

I see agents demanding proof of funds before beginning ANY business relationship (or even any effort).

I see cashiers talking on their cell phones.

I see title insurers sending out error-filled binders.

I see sales people stop mid-sentence with me to answer their cell phone.

I see customer service... that isn't customer oriented and isn't service.

I see businesses that won't return phone calls or answer emails.

I see so-called professionals that expect business just for showing up.

All this makes me wonder: If you were a stranger to yourself, would you really enjoy doing business with you?

Do you really hear what you are asking? 

Do you see how you appear to others?

Do you care?

Who is the best in sales that you know... someone that you LOVE doing business with? 

Are you better than that?  (if so, congrats!!!)

If not, why? 

And, what are you doing about it?

Do you ever hear someone that is so intent on showing how much they know (or think they know) that they only talk about themselves and what is on their mind?

Or do you hear someone that is more concerned with being right than anything else?

How did you feel around those people?  Did you enjoy the conversation?  Was it helpful?  Did you bond and feel it helped build a relationship?

More importantly, did you feel you were a valued part of the discussion or just a target?

Now the tough question... Ever been guilty of the above stated offenses?  

I admit I have. As my wife says, I "have lots of words."  But I am working hard to be sure my words are relative to the other person, that I ask questions and really listen to the answers, that I learn from the discussion and that my words are meaningful.

It is one thing to talk and share useful information.  That can be good.  But it is another to talk over and through others and fail to listen.  That is bad.

Here is an easy way to remember....

• Dialog = Good
• Monologue = Not Good

Talking is okay.  Just be self-aware of your conversation and constantly monitor it for value to all. 

After all, if all your talking adds no value, interest, sales, or relationships then all your talking is like the farmer trying to teach the pig to sing.... it just wastes time and annoys the pig.

There is a tool more powerful than Twitter, LinkedIn and Facebook that often goes ignored.  You. 

Sometimes we can all get stuck looking for a new tool, gadget, resource, system, short-cut or concept that we forget to stop, think, work.

Twitter, Facebook and all the other social media tools are just that: tools.  It is up to you to use the appropriately and remember they are tools, not answers, solutions or shortcuts.

I see so many business professionals exclaim the value of these tools as exclusive answers.  They are not answers, they are resources and resources that should be an appropriate part of your toolbox. 

Not the only tool.

Business and life are complicated and involved.  So are relationships with clients, colleagues, competitors, friends and family.  Your tools, skills and effort for interaction, relationships and business must be varied as well.

Are you a tool keeper or a craftsman?

I see many posts about how people qualify the customer by asking that the customer do some action or present some letter in advance.

For instance, comments such as, "I don't show houses to anyone that is not already pre-approved.  If they are serious, then they will have already done this.  Otherwise I don't waste my valuable time."

Hmmmm.  Two questions:

1) Would you want to do business with this person?

2) Is this person you?

What works for you as a buyer?  My last four property purchases I did not have a prequalification letter but was very capable of making the purchases... and did every time.

Am I an exception?  Maybe.  But maybe not as common of an exception as you think. 

As a buyer, I had specific, defined and realistic criteria including price range, locations, general size, must-haves and like-to-haves.  And money.   We also did not bother a listing agent until we had already looked at info on-line and driven by the house on our own (thus ruling out a number of houses without bothering anyone).

At the same time, first-time buyers are seeking your help as an advisor, a mentor, a guide.  With very little time investment (if you manage the process properly), you can start a healthy relationship and guide them through the process.  After all, if they were good at this, they wouldn't need you!

And if you are dismissive of first-time buyers, who will they tell?  Let's see... their family, friends, co-workers, neighbors, and most anyone else that they talk with about their experience with you.  How many of these people are, well "were", potential clients?

Did my lack of pre-approval make me "uncommitted?"  Let's see: I went on the market to buy four times in the last few years and bought properties each and every time.   Be careful what you use to assess "committed" at your own risk.

You see, in real estate, some of the ideas agents use to qualify clients will run off the uncommitted and unqualified buyers.  But these same approaches will also run of the most exceptionally qualified and well funded clients too.  These buyers will see you as a waste of their time and see that you are more focused on your time than theirs.  As a customer, you would do the same, wouldn't you? 

As a buyer, it was interesting to see listing agents behavior.  Some blew me off, others were great.  Initial impressions were important.  Few made lasting impressions.  If anyone is interested, I'll share what worked and what was a turn off as a buyer.

"Be the Buyer" and you'll understand more about how you should operate to be the kind of business you'd like to do business with!

A discussion this morning left me pondering this for myself... and you.

How often do we give the right answer that has little to do with the question?

Here is what I observe watching discussions, including my own.  People often hear a different question than was asked.  Or derive a different meaning from the question that is sometimes false.

For instance...

You: "How long will it take me to get to downtown from here?"

Me: "Oh, not long. And the area has great bus service that has helped traffic. I especially like the open air trolley on pretty days."

Okay, there was some useful information in the answer.  But you still don't know if it will take 10 minutes or an hour or even longer in rush hour.  Now you have to ask again. Argggh.

House Buyer: "This house is a strange color to me.  How much does it cost to get a house like this painted?"

Real Estate Agent: "This house is an exception in this neighborhood as most of the other houses are brick, including two I want you to see that are just around the corner.  These brick houses are also newer and just listed on the market.  I just love them and I think you will too."

Hmmm.  Sounds like someone either can't listen, is threatened by questions or has an agenda to sell a different house than this one.  The buyer may love this house, is ready to make an offer and is asking to determine his overall cost for updating it.  Did the answer help this sale move forward?

WHY WE DON'T ANSWER THE QUESTION

Now I want to be clear that there are times answers are provided trying to be helpful and in anticipation of the next question. And there are times we perceive the questioner does not know what to ask and we are trying to get them the information they seem to be seeking.  This can even be a useful and efficient way to carry on a conversation.  Human nature includes anticipation in our communication normally.

I also see people that don't want to answer a question and thus just answer with what they want to say (see recent political debates).  These are cases of people that listen very carefully to the question and made a conscious decision on what to say or not say.  

Of course, sales people have a reputation (earned or not) for pushing the product through"supposed" answers. Some listen, some don't.

But outside of these cases, there are times we just don't listen well, regardless of our intentions.  Perhaps we just plain did not consider the question.  Maybe we did not understand it and thought we did.  Maybe we had something else on your mind instead of listening.

CUSTOMER SERVICE

One of my customer service pet peeves are canned answers that don't answer my question.  With technical projects, our team is very good.  Before calling for support, we've typically ruled out not only the basics but have done our own research and even testing.  By the time we call support, we are ready for real answers.

What usually happens?  We get canned answers that are light years behind our efforts.  And often our efforts to point this out are ignored, even when we explicitly describe our work to-date.  Now, I realize that many front line support people are following their rules and recipe. But the companies that impress us also listen and respond appropriately and avoid creating an endless circle of useless answers.

THE POINT

The point of all this: Take time to listen and consider questions before answering. 

One of the most frustrating things for many people is to ask a series of very specific questions and get long answers that still don't answer the question. It starts to feel like resistance, even if it is just careless listening of the questions.  There are even some people that will stop asking and just give up on the topic.  That is not always a good thing especially if the person is a potential customer, current customer, colleague, vendor, or family member.

So before you answer, listen well my friends.  Communicate to succeed.