When buying something, did you ever work with someone in sales that made you miserable?
Or you saw how hard they made something that could have been much easier?
Now, step back. Do your clients ever think the same about you? Discuss it openly with yourself and BE HONEST, particularly about faults (after all, this will be a private discussion with just yourself, so you can't be wrong or look foolish to others).
I see so many people follow a system to the letter or simply do things because "that's how we've always done thing." What? Did you ride a mule to work this week (because that was how many people got to work for centuries)? Things should change, including our approach.
More commonly, I see people that are BORING TO OTHERS in their approach. They are not boring to themselves, but others are looking for an escape!
If you are talking to someone that does not have your common passion for your service or product, including houses, are you and your material REALLY INTERESTING AND REALLY VALUABLE? Do you make the common uncommon? Few honestly do.
Granted, most folks working to sell something are nice folks. They have nice business cards, nice brochures, a nice website and nice fliers, nice signs, nice kids and even a nice dog or cat. Guess what? So do most of the other people your potential clients will talk to this week. Nice is, well, nice. But think of how many "nice" salespeople you've spoken to in the last year and already forgotten.
Now, this is not any suggestion to be rude or obnoxious. Quite the opposite. Be nice AND INTERESTING. So interesting that strangers will call you because someone you met shared your contact information.
For Example:
I like to go to a hamburger restrauant near my office for lunch. You order at the counter and the staff that work at the register are fantastic.
- They look and sound happy
- They have a REAL smile
- They look directly at you (not all at the register or around the room)
- They speak clearly and loud enough to hear
- They respond thoughtfully when you speak to them
- They know their products
- They are very patient with EACH customer
- They are thorough and still efficient
- They politely admit their mistakes
- They offer THOUGHTFUL suggestions
- They will laugh with you
- and they remember you!
These people are nice, interesting and genuinely interested in the customer beyond the decision to add fries. An interesting thing to me is that this has become UNCOMMON at hamburger restaurants. But because it is uncommon, it is memorable, pleasant and builds my loyalty.
I not only like the food, I like going there and I like bringing friends, clients and colleagues. And it helps me remember the basics I see so many seasoned pros forget... smile, be friendly, be interested, be interactive, be thoughtful of all. I went for the food but I enjoy coming back because of the "sales people."
Simple? Yes. Important? VERY.
The Take Away from This: Practice observing and learning everyday. Realize, by being the customer, what is effective and what is a turn-off. Then remember this when you work with your potential clients.
It's funny how so mnay people forget to smile! Walking around with a frown on your face doesn't make people want to work with you or be stuck in a car with you for 3 hours, so liven up.
But not to the point of being fake, people can read fake pretty easy, so be genuine.
A restaurant is one thing. When someone walks in the door, you know they'll buy something.
We're in sales. So part of the process is discovery. In addition to your points above, we have to be able to get the prospect to tell us what they think they're wanting and then we have to mold their desires to fit reality.
Glenn - Thank you for this post. A very good refresher on the basics. All the best to you and your business.
More commonly, I see people that are BORING TO OTHERS in their approach. They are not boring to themselves, but others are looking for an escape!
I can't tell you how many times I have been that person looking for an escape! And, being married to a restauranteur, I c an tell you that you have also discovered the secret to a successful restaurant!
Glenn, I believe that is is true. People often forget the simplest of things in life, and that is it doesn't really take much effort to be nice, but I believe the return on that is immeasureable.
I sat through a window-sales pitch a few weeks ago and OMG! I just wanted him to shut up and get to the punch line! But he didn't seem to know how. We told him we were pressed for time, but he wouldn't deviate from his rehearsed pitch. My client finally had to leave and I was stuck with him while he finished up. This solidified my commitment to NEVER do a formal listing presentation again!
It iis very enlightening to find service quality around the corner in the most benign places. Good post Glenn
Bo
Glenn: Thank you. You always have such great thoughts! I agree with you about the learning part. That is always imperative. Enjoy your day.
This is a really good post and we have to look at the competition as well as our selves. Nice post for sure
Kim Hamblin (Bella Casa Real Estate Group) Yes, Kim, people don't remember to smile... or worse, they are unhappy. But most of us want to be around happy, smiling people. Seems basic but basics are so important! G
Mike Michaud (North Texas Help-U-Build) Hi Mike, you are right that discovery is so important. Being interested IN the customer makes you interesting! I would submit that while a restaurant SEEMS different than Real Estate sales, both need to make a good impression so you will return, so you will tell others and so you will speak well of them.
While the customer may walk into the restaruant or an open house once, what makes them return? I believe it is much the same things... value, a good feeling, someone they are comfortable doing business with and an interest in returning instead of fleeing.
All the best! G
Kenneth Bargers (Prudential Woodmont Realty) Kenneth, you are very kind. Many thanks and all the best to you and yours! G
Two ears, one mouth. You figure it out. LOL.
I took my wife to a great restraunt one evening. A waitress aked what asked what my guest was drinking, and by the time we sat down we had our drinks. The waitress asked if I was having my usual and my wife got suspicious.
I finally had to fess up and tell her, you are on a low budget date, I drive business to the restraunt, I strike deals in the restraunt, and they know me. The staff assumed she was a client and gives great service (and damn fine food at resonable rates).
I know them, they know me. They always get a great tip and a few cards to pass on to their friends. I drum up buisness for them, they help promte me.
Glen nice work with this article. Your bullit points are how I like to be with my clients. In the Real Estate business you don't need to be a sales person. Having a good personality and knowing your business inside and out will usually take you pretty far.
Glenn, I think you observed that it really is all about the EXPERIENCE!!
Dear Glen,
Very nicely written and so true.
We need to remember that we can't afford to be having a "bad day" when dealing with clients!
Barbara
Great points to remeber. One of my goals this year has been to say Good Morning to everyone close enough to hear. I have found so far that it not only makes me smile but it makes the other person do so as well.
Things can be a bit different when buying lunch verses a TV, Car or a house.. Of course some people just like to make things more difficult.
A smile makes all the difference and staying positive even more. Thanks for sharing this post I will re-blog it for my readers to view.
Great spin on things Glenn. Putting ourselves in the other person's shoes, will help us better "connect" with everyday people.
WOW Glenn, thank you...with out the basics we have nothing...thanks for the refreshing reminder we all need them sometimes when we get off track....I'm going to make it a habit to remember your list..great post and I'm going to subscribe to your blog thanks again .........peace zane
Thanks for reminding us of the simple things we need to be doing
Glenn - you made some excellent points here. I suspect many folks don;t even consider how their approach might actually not be as interesting or useful to prospects as they think. And certainly putting ourselves into the cients shoes, and considering how we are ourselves as customers adds valuable insight and opportunities for change. Well done, and congrats on the feature.
Jeff
Great inspiration. I'm an interesting person and it is time to let that interesting come out.
I couldn't agree more! A few years ago, I sold my first (personal) home and it was so interesting to be in the "seller's shoes". It gave me a new perspective -- and empathy -- for my seller clients.
I think one of the best things we can do is make whatever client we are with the most important at that moment. If that means engaging in conversation about topics that interest them or not answering other calls...it can be very simple but it makes a big impression.
A good list. And a scary thought, when I think of how much I expect from others! I guess the only good part is that I place pretty high expectations on myself as well!
Thank you for this great list and much food for thought. We can alwyas improve. Happy Healthy Prosperous New Year!
Yes, it is the simple things that make a difference - smile, communicate and be positive. All good things.
I'm always amazed that some clients are happy go lucky and love for me to help while others that I would do the same for are fault finders and hard to be around. We get both worlds as we work with clients.
Being tuned in to your client is key!
This reminded me of how even if a place where you go is a chain - one location can vary so greatly from another just because of the people who work there. You naturally migrate to the one where you always get great service and they remember you. Good points. ~Rita
I think one of the best things we can do to promote ourselves is to be a wealth of information to our customer/clients! Share information and be helpful in all things and people will WANT to talk to you.
It has been our experience that when people are talking to you and asking YOU for advice, it's easier to ask for the business!
Be genuine and be yourself. Be excited about your business.
We do have to remember that not all buyers react the same way and need to be flexible in how we relate to our clients.
Coeur d'Alene Real Estate - Janna Rankin Scharf, GRI, CSP, CLHMS, CNS (Keller Williams Realty Coeur d'Alene) - Janna, I hope people realize that this is a key to business and return business and selling any item. Many people believe that food and houses are both commondities to some extent, so the business relationship is a key to success in selling both! Thanks! G
Kevin Cavanaugh (Prudential Rand Realty) Yes, Kevin, the simpliest things can be the biggest impact. It is easier to sit on amountain than a thumb tack... and yet many act as though the opposite is true. G
Jennifer Allan, Author of Sell with Soul (Sell with Soul) Hi Jennifer! That is a great story and a lesson for all of us. Being the customer changed your approach to your customers. Love it!
Bo Hussung/ National Title Agent (Cogent Closing Title Associates /National Title Agency) Hi Bo! Hope all is well in your world! You are so right, service quality is not limited to the product or service sold! And those are usually the winners!
Paul McFadden Mortgage Loan Originator Bellevue Washington Home Loans (The Legacy Group) Paul, I make it a fun excercise each day of noting things at lunch or other stores of what I should be doing or not doing to help my customers and help how they feel about doing business with us! You are right, learning is imperative!
We should also be aware of how we speak on the phone.... if you are having a bad day it might transfer in your voice. I don't want someone's first impression of me to be that I'm grouchy and impatient.
Charlie Ragonesi 706- 579-1098 (All Mountain Realty) Charlie, you make a great point. We do have to look at the competition as well as ourselves. We have what I call "friendly competitors" that we meet and exchange ideas. And I watch other competitors to see what they are doing well (or not so well) as lessons for our team.
Mike Michaud (North Texas Help-U-Build) Right on.... two ears, one mouth. So right!
Chad Baird (Re/Max Spirit) Chad, that is a fantastic story! I love that you have built an ongoing referral relationship that all are earning (not just asking for). And I hope your wife appreciated your thrift on the date too! :-)
Bill Gassett Metrowest Massachusetts Real Estate (RE/MAX Executive Realty) Hi Bill, rapport and knowledge are both so critical. Right on!
Gary Woltal - REALTOR® Dallas Ft. Worth (Keller Williams Realty) Gary, you nailed it. The Experience is what brings me back and what we hope brings our clients back! Great point!!
Barbara Delaney (Park Place REALTORS, Inc.) Barbara, you make a great additional point... no room for spreading our "bad day" to our clients. We don't want bad days, so why share ours! Great stuff!
Charles Stallions Real Estate Services Charles, I love your new year's plan. Everyone, follow Charles lead. "Good Morning" to everyone you see. I bet it will helps start everyone's day better! Love it Charles! I will work on this too!
Roland Woodworth "Clarksville-Fort Campbell Area Realtor" (Exit Realty Clarksville) Yes, indeed, many people make things difficult and I submit that the ability to adjust to that is one thing that separates the pros from the amateurs in sales.
Caron's Gateway Real Estate Caron, we all (well almost all I suppose) prefer to be around those that are positive (but not fake). Naturally, this is true of our clients too!
~ Amber Noble-Garland, NJ Real Estate ~ Marlboro, Manalapan, Freehold & beyond! (Direct line ~ 917-723-5645 ~ Weichert Realtors - Marlboro) Amber, the more time I spend in the shoes of others, the better I see the world. Thanks! G
Zane Coffin (Century-21 Homestar) Zane, I appreciate the encouragement and hope your faith in subscribing to my blog will be met with value. Look foward to future discussions! Thanks! G
Russ Ravary - Michigan Homes for sale - Michigan Real estate & Mortgage info (Remerica Hometown One) Rus, you are very welcome! G
Jeff Dowler ~ Carlsbad Real Estate ~ 760-840-1360 (RE/MAX Associates) Thanks Jeff, I appreciate the feedback on what you found valuable. This always helps me when I pick topcis. Thanks!! G
Mike Henderson (Genius Ventures) Okay, I got to say, you made a remarkable comment. And by remarkable, I mean it in the true sense of the word. I remarked about it to my wife.
"I'm an interesting person and it is time to let that interesting come out."
I love it! Lesson for us all! Many thanks!! G
KERRY LUCASSE - Your Intown Atlanta Real Estate Consultant (Keller Williams Peachtree Rd) Hi Kerry, Being a real estate customer has also been a BIG help to me. Buying and selling and trying to sell all have both lessons we need and put us in contact with those that teach us (good and bad). G
Amy Gooden (Allen Tate) Amy, you make a great, great point. We all want to feel we are important. My burger joint does that very well. So did the Realtor on the last house I bought. It was not a matter of having anyone "bow down" but just that our business together is not last on the other parties list of "things on their mind."
Lisa Hill (Daytona Beach Real Estate) (Adams Cameron and Company) Hi Lisa, It sounds like you had a great candid conversation with yourself and found it useful. It is great to have high expectations. We just don't want to be the folks that screw up things and have no tolerance for the mistakes of others (and we all have seen those folks.. yuck). G
Pat Baker Real Estate Expert Needham, MA (Coldwell Banker Residential Brokerage ) Many thanks Pat!
Bob & Carolin Benjamin - E Phoenix Arizona Real Estate (Benjamin Realty LLC) Like sports and life, the fundamentals are essential. Everything else is bonus! Thanks ! G
Lizette Fitzpatrick, Lexington KY Real Estate (Central Kentucky - Prudential Don Foster - Richmond KY) Yes, we all get the laid back and the uptight. As professionals, the ability to work with both brings value. If it were easy, everyone would do it and there would be little value to our work for others! Thanks! G
Suzanne Gallegos (Keller Williams Utah Realtors) You summed it up GREAT! "Being tuned-in to your client is key!" Thanks!! G
Kenna & Co. Real Estate ~ Denver Luxury Real Estate Rita, interesting you mention a chain restaurant because the one I referenced is part of a chain. It is locally owned and I even see the owners working behind the counter. They clearly are not passive owners but active and it shows!
Roger & Kristen Garza (Keller Williams Realty) You "Get It" big time! Yes, earn a trusted advisor status with people and the business will develop! Thanks!! G
Scott Guay REALTOR® Ocean City and Ocean Pines Maryland (Coldwell Banker Residential Brokerage) Scott.. you are so right... flexibility is more important that most people realize. Or they believe others should be more flexible than them. Go figure. Great point! G
Christina Moock, REALTOR Cutler Real Estate (Cutler Real Estate) Absolutely... phone behavior is so important... too many people act poorly when hiding behind a phone or keyboard and that should be our time to focus even harder on what we are projecting because the other party cannot see our visual signals.
Glenn,
So true - what a great topic. My first rule of thumb in my businness has always been ..."remember what it's like to be a client...". We all consumers, too.
Great post! I like a friendly, helpful, neat person to wait on me!
Great post Glenn, but who really thinks of themselves as boring? Most Realtors talk about themselves so much it's nauseating! I - me - my - If you use those words too many times in a sentence to a customer - YOUR GUILTY.
Whenever I get good service I try to make a point to think about what the other person did and how I can incorporate it into my business. You know, whenever you get that good feeling inside and say "wow - that was really great service!". I think by complimenting people on the little things it encourages them to keep doing it. So here's YOUR little warm fuzzy - beautiful post and great writing! keep it up!