From RealSource... Glenn's Blog

We all like to think we are easy for customers to do business with... but are we?  

Really?  

Compared to others?  (and do you know how to honestly and accurately compare?)

In working on transactions, buying/selling property and in business efforts outside of real estate, it has become something of a hobby to observe others and see how they approach (or ignore) true customer service.

Here are some things I have noticed....

1) Unless someone has attained the "celebrity" status, the most consistently successful people make it CLEARLY easier and better to do business than their competition.  AND they know from research and fact (not rumors or feelings) exactly how they are easier than the competition.

2) Clients like the path of least resistance.  You won't return calls in a timely manner (or at all)?  Well, someone else will.  Someone that is making is easier to do business.  If you ask all potential clients, regardless of experience to spend the same orientation time with you, keep in mind someone is listening and adapting to client type first and not wasting the time of the knowledgeable client.

3) Clients are people too... and like to be treated special.  That can almost always include thinking of their time and effort and not just your own.

4) Clients do NOT like to be treated as if they are an interruption, even if you are just distracted when you answer the phone.  (See #3 above).

5) Clients don't like to work on deals with someone that is not capable of listening and responding properly.   (You've likely done it.  Frustrating, wasn't it.  Be sure you don't have your own special way of creating that problem.)

6) The clients we most wantusually appreciate a trusted adviser over a salesperson.

7) Clients do not want to be sold.  Not a house and not an agent.  But they do want to buy.  Do you sell or create an easy opportunity to buy?  Are you selling yourself, your house, your process, your firm, your quirks?

8) Successful people usually have a natural gift, a great work ethic or both.  If you don't have a natural gift for the business, a great work ethic can still lead to success!

9) Most people that are only marginally successful or still working to attain consistent results often believe their fate is out of their control... "its the market"... "its the competition"... "its the boss".... "its the time of year"... while the successful folks just keep on making deals!

10) Misconceptions abound in those that struggle.  (For those that are interested in psychology, look up "Cognitive Distortions.")   In particular, All-or-Nothing thinking that traps them.  The successful folks understand a gray world, the others see it as black and white. 

For example, "If they will not meet at my office, clearly they are not motivated buyers." Really?  Maybe, maybe not ... but there is no proof that is an absolute fact.  And it is not an absolute fact.  Don't believe me?  Ask someone that is selling lots of houses over a number of years.  They adapt to discern the smart, educated buyer vs the looky-loos and avoid lumping them all together.

Or, "No one is calling on the listing because of the market."  Really?  Maybe or maybe not.  Perhaps it is price and value.  Perhaps it is not marketed well (there is more than a sign and an MLS listing, right?).  Houses sell in every market, it just may take more effort or, sometimes, a better agent.

Okay, I could go on and on here.  There are lots of other qualities of successful people in real estate and other industries.  But this is a start and I'd love to here things you've observed in yourself or others!

I encourage you to watch everywhere you go and make at least mental notes of what businesses do things great and which are only so-so (or bad).  Learn from others and it will help make it easier to do business with you!