Regardless of how often Brokers or Sales Managers say not to do it, there are certain phrases that continually pop up during the course of a presentation/phone call/appointment that simply take a client's confidence and shake it to the very core. Sometimes even to the point of losing your listing to another agent...losing that big sale...or even driving away an existing customer.
Having said that, I ran across a blog written by Brad Trnavsky, a sales and management blogger and all around guru on the subject (and if you don't believe me, go to his blog at www.salesmanagement20.com), that listed the top 10 things that sales people should never say. So, I thought I would take that list...and go through it line by line and show you exactly what the client thinks when they hear it come out of your mouth.
"I was just in the area and thought I would stop by..."
SERIOUSLY???? You mean to tell me that the ‘professional' I just hired to assist me with (insert issue here) has absolutely nothing in the world better to do than to just cruise by my house and ‘drop by' unannounced?? Why did I hire this idgit in the first place?? Why are they here...and how fast can I get rid of them??
"Have you got a minute?"
NO! In fact, I don't have a minute...or 10...or the 30 that you may plan on taking. I'm busy...in fact, I can think of 100 things I would rather do with my minute than sit here and discuss this with you right now. (I think it would be far better for you to actually engage the customer in some meaningful conversation than to just simply give them a way out. Yes or no questions are simply a way for them to cut you off and bail...thus, slitting your own wrists. Skip this question and just start your pitch. If they are really and truly too busy to talk to you, they will let you know.)
"I'll try."
I don't care if you try to do it or not. What I want to know is...CAN you do it. If you can, great...do it. If you can't...tell me. Don't zoop my head up with a bunch of hopefulness knowing you may not be able to get this done. I would much rather hear you tell me that you need time in order to determine if this is possible then to give me a sense of false hope.
"I'm really not sure."
You don't know the answer???? Isn't this your job? Shouldn't you be prepared enough to be able to answer all of my questions when I ask them? And, if you are not prepared, why am I not important enough to not be worth preparing for???? (Again, I think this would be far better answered by asking for time to determine the correct answer...If you don't know the answer...be honest about it. But, do it in a way that makes them feel like they are worth taking the time to get it right.)
"It's not my fault..."
Whether you like it or not, it is your fault. And, the reason it is your fault is because YOU are my only contact with this company that YOU represent. Therefore, the entire situation is YOUR fault. In fact, everything that goes wrong with this deal is YOUR fault. Even if it isn't directly your fault...its YOUR issue to fix. Why? Because YOU are the person I speak with with regards to this deal. That makes it YOUR problem. (To deal with this, I recommend a sincere apology and an immediate re-direction in your course of action to remedy this problem for your client right away. And, tell me what you are going to do to fix it. That way, I gain trust you again.)
"What do I have to do to get you started today?"
OMG! SLIMY SALESPERSON! RUN AWAY! (Any rapport that you have attempted to develop with me at this point has just flown right out the window. You would have been far better off asking me if I had any other issues or concerns that were stopping me from moving forward. At least that way, you appear to care about ME rather than the money you will make off of me. If I have more, address those. If not, then tell me what the next step is that we need to do to move forward.)
"We are the lowest price in town."
Really. Is this really how you want to try to compete for my business? Don't you have anything of any merit better than this?? (It doesn't take much effort to come up with a better presentation than price. So, apply yourself and go another direction. Aside from that, if your clients does in deed find a cheaper price for your service - and there is always some snake-oil salesperson willing to do something for less money - then you are a liar...and any trust you have built up to this point is shot.)
"Always" and "Never"
There is an exception to every rule. But, I surely hope you don't prove this correct for me...because I won't trust you as far as I could throw you afterward. (Unless you have it in an iron-clad contract that can be upheld in court, avoid using absolute statements like this. All they are going to do is paint you into a corner if you are caught by the ‘Always-n-Never Snafu'.
"What you need is...."
What I NEED??? Who are you to tell me what I NEED?? What I need is to know what my options (both good and bad ) are and you to back the hell off and let me decide what I want to do...and then help me once I make that choice. I am the decision maker here. I will choose my option based on the facts that you presented. But, by no means are you qualified to tell me what I NEED. In fact, YOU need to respect that or I will find someone that does.
"Trust me."
The mere fact that you feel the need to say this makes me want to run away screaming. At this point, I'm starting to wonder why in the world I have listened to you this long in the first place. I also will probably not trust you in the long run. And, I'm simply going to assume that anyone that works with you or looks like you is suspect. (I love what Bob had to say in his blog about this. "Trust is like love. It is built over time and the only way one can gain it is to earn it.")
I hope this lists helps those of you that took the time to read it. I'm certain that you all have things you hear in daily conversations that make your gears grind...and I would love to discuss those with you as well. So, please feel free to comment on this list...or add to it.
If you would like to more information about www.recr.com and how we can help you make more money, please contact Clint Miller at 800-977-7058. Or, follow him on Twitter by going to www.twitter.com/TheRealClint
Great list, the only one I disagree with is "I am really not sure" You cant be expected to know the answer to everything and if you do then you are making up some of the answers. I would much rather work with someone that finds answers.
Aaron -- Yeah, I agree with you on more complicated issues. I would much more prefer you take the time to find the answer than to give me false hope or an "educated guess". So, in that instance, i agree.
Oh there you are! I love it when you bring out the old plaid jacket, LOL!
I do agree with all but the one about the answers to all questions. I need to know how to find the answers and then provide them in a timely fashion.
My graphic work here was farkelberry What the h*** is that?
wow.. you're a tough sell. A few of your list are phrases that don't turn me off. It largely depends on the substance behind the statements. I surely don't mind being told "I don't know... but I'll find out". I don't mind hearing "have you got a minute"... as long as we're not about to schmooze... if we have something to talk about... a client... an issue... a problem... I'll make the minute. "I'll try"... I can respect that...but try "hard".
"We're the lowest price"...bring me substance too... and we'll talk.
the others... "trust me", "it's not my fault", "what you need", "what do I have to do..." give me the shivvers.
Paddy -- I only bring out the plaid jacket on days that I think it is needed...LOL!
Agreed, for the most part. My primary concern with that one was false hope and misleading information based on anything other than fact.
Graphic word is too funny...LOL
Alan -- Again, I agree with you on the finding out the facts issue. And, with regards to the others you objected to, I can see your point there. Thanks for bringing me a different way of looking at those...I may have to write an addendum to this now...;-)
I like some and do't like others. I am a "I will try" guy. Like Scotty on Star Trek. Oh, I am not sure I can do this and then when you do it you like a genius. Well, that is what I tell myself.
Dave -- yeah, that seems to be the biggest bone of contention in this list. Everyone has said the same thing...and, with regards to what you SHOULD do, I agree. You should tell them that you can try and then follow up on it....but, dont tell them that you can or cant without KNOWING if it is indeed possible. Again, what I am trying to convey here is to NOT build up false hope based on information you dont actually know.
Thanks for the comments!!
Clint, there's something we can agree on... don't build me up.... don't promise me something and then "not deliver". I'd rather know up-front if you can't do it, so I can find someone who can.
"Cap'n... I canna give ya mor powah.... she canna take much mor...!"
LOL Clint...
This is hilarious. You've got that whole tongue in cheek going on :)
TLW...ROAR!
Alan -- Agreed. Clients arent paying you to tell them what they want to hear...they are paying to tell them what the need to hear -- the truth.
TLW -- LOVE having you on my post...Very honored. ;-) And, thanks! Glad you liked it.
Clint - Great list. Amazing how people that are supposed to be in sales say the stupidist things. Yes, we are professional people offering professional services ... and we are sales people. Words are the essence of our craft. Thanks for the awareness.
Jim -- Thank you so much! Words are the weapons we choose with this profession. But, we have to choose those words carefully or that double-edge is going to cut your own wrists. :-)
I used to be a car salesperson and have heard some of these lines before. As well as seen salespeople wearing sleazy suits LOL
I don't necessarily agree with all of these, but I do think that you nailed what we all hate about salespeople. And those things that I don't agree with - it's probably because I do them and don't know how to stop. ;-)
Thanks for the honesty and for calling us all out on things we shouldn't be doing!
Great list - I love the "What can I do to get you into this [house, car, condo, etc] today?"
Lana -- LMAO! Nice!
Amy -- Thank you so much! And, I hope not everyone agrees with this list. Im not interested in hearing from sheeple. ;-) I appreciate your honesty and dissenting opinions as well. ;-)
Kerry -- Thanks! Yeah, thats one of my personal favorites. :-)
Clint,
These are GREAT! I love them! I have a friend in the car biz. I am gonna pass this on! LOL I only found myself in one of these. The "I Don't Know". I agree with the other comments. Sometimes, it is ok to say that but immediately follow up with "I will have that answer for you (insert time)". I would rather come across as honest and real then make a guess. The trick to this is to follow up with your timely answer! Thanks again for sharing!
I love blogs or commercials that say " Leading experts say... " "A series of national studies show..." I always want to know who is the person who said such and such, give me someone to hold responsible and did anyone really say that. As for studies, link to them and show the results rather than vague tie ins. Good post!
I think a lot of these "scripts" were pepetuated in a different era. I think today's consumer (and we all fit into that category) have been bombarded with these scripted answers/come ons. They've probably been to seminars themselves where people like Tommy Hopkins and others have embedded these words into their heads. I think people just want honesty. Give them that and everything else falls into place. Great post and best of luck.
Kristina -- Thank you so much! Im glad you liked the list.
And, again, I agree with you on that particular assessment. As long as you awknowledge that they are important enough to warrant you FINDING THE TRUTH rather than just admitting that you dont know, then you are golden. But, without that admission, the statement itself is self-defeating.
Who makes those jackets? I want one.
Andrew -- Thank you so much! And, I couldnt agree more!
Jerry -- I agree. People want you to be honest. But, if you honestly dont know something, tell them you will find out. Dont just say you dont know and expect that to be good enough. I would agree that these are from a different era...but, the fact of the matter is that they are used every single day by those same people that are from that different era that are trying to operate currently and refusing to change. Awesome comments!! Thanks!
Dawn -- Im sure I can find you one. ;-)
OUTSTANDING post! I see SO MANY agents making these mistakes OVER AND OVER AND OVER. It's no wonder that Realtors again rank among the "least trusted professionals" per a recent Harris Poll. We simply MUST increae the barrier to entry in real estate, or at some point the public WILL find a way to exclude us completely from the real estate process. Until we start taking ourselves seriously as an industry and create some REAL professional thresholds- not some meaningless designations that you can get in 2 or 3 or 4 or 5 days of sitting in a class - why should anyone ELSE take us seriously? I've been in the business nearly 20 years and have worked with hundreds and hundreds of agents, and I honestly wouldn't recommend more than 5% of them. Forgive me for sounding so negative and so harsh, but I just don't understand how people can entrust the purchase or sale of what is probably their most valuable asset to people who aren't even remotely qualified to handle the process! As a good friend of mine wrote recently on Twitter, "real estate is the only "profession" where you have to know almost nothing to do it for a living." I completely agree with that. And that needs to change, and soon... I created my real estate franchise - Professional One Real Estate - SPECIFICALLY to combat and address the kinds of issues that you've raised here, Clint. Keep writing this stuff - hopefully it will make a difference in the long run.
Michael -- Thank you so much for your kind words and for taking the time to include such an insightful commentary on this subject. I know we have talked previously about this very thing in the past, I still have to agree with the fact that a good number of agents do fall into this category. But, I also believe that there is a "changing of the guard" as it were. Those that take the initiative to be better, to be the best, are taking over the industry. And, as a result, I do believe it will change.
In the meantime, if I can get even one person to stop using some of these one-liners, then I did my job. ;-)
You lost me on:
Do you have a minute?
I think that it's rude to not first ask permission or show respect for someone's time. With cell phones, you never know where someone is. What if they're on the toilet or something?
I'll try.
Boy, I wish I could guarantee specific results but I'd be lying to you if I said I could. Let's be real.
I'm really not sure
There are few things in life that I'm really certain of. The more I know, the more I find that I really don't know much. I love the challenge of finding the answers and when I do I will share them with you.
It's not my fault.
There are many things in the process that are just beyond my control. Is it my fault that our low offer wasn't accepted? Is it my fault that the underwriter needed more information? I have no problem taking full responsibilty and doing what I can, but many times it's just a fact that some things are just out of my control. At my son's baseball game on Sunday the umpire made several really bad calls. Is it our coach's fault that the umpire made calls that might have lost us the game?
Trust me
I don't like that term either but sometimes there just isn't enough time to earn the trust of a client. There's just not much you can do to speed up the process of earning trust so sometimes you just have to take a chance and trust me.
Maybe that's why I stink at being a salesman.
i have taken some sales classes that disagree and some that do about these phrases. Im reall not sure can you tell me more?
'"Trust me."... And, I'm simply going to assume that anyone that works with you or looks like you is suspect.' Love it! Too true!
I remember when I bought my (used) car- the salesman said to me, "What is it going to take to get you into this car today?" I felt that the remainder of the question was probably "...because I have a house payment to make." I almost burst out laughing, because that was one of the script lines I had been taught and could never bring myself to use.
I bought the car because there was a question in my mind about whether the old one would have made it home, not because of the salesman's clever repartee.
Tim -- First off, I doubt you suck as a salesman. ;-)
But, with regards to these...Here is my retort:
1. Dont ask if they have time unless you tell them specifically why you need the time. There is a difference between "do you have a minute?" and "I need a moment to speak with you about (insert issue here)."
2. That is exactly what I want you to say instead of "I'll try". That honesty that you just imparted in your statement is precisely what the client needs to hear instead of "I'll try".
3. Awesome!! Again, perfectly said. And far more powerful to a client than "I dont know".
4. I respectfully disagree with you on this one. Yes, there are things that are beyond your control. But, being the representative of the client, it is your responsibility to resolve the issue with the least amount of "collateral damage" as possible. You can't simply say that its not your fault as a way of blowing it off. There must be some sort of attempt on your behalf to help resolve the situation for your client. Despite being "out of your control", you can assist in getting the situation resolved. Ergo, I think your baseball analogy isnt really applicable to this particular instance in that the coach has no bearing on the decisions of the umpire...its not like the coach can help the team by assisting the umpire with the calls. You, as a client's agent, can help by assisting the client with requests that appear to be beyond your control. (I really hope that I made that clear....re-reading, Im not sure I did...lol)
5. There is always time to earn the trust of a client. The key with this is that by actually saying "TRUST ME" you impart distrust. If it turns out that the trust they instilled in you lead to a bad decision on their part because they "tusted" you, you will never be trusted by that client again. Leaps of faith like that are hard to swallow in general. But when they go south, it does nothing but hurt you and your client. If you can not take the time to explain to your clients the pros and cons of a decision in a particual time frame, then adjust the time frame to ensure that you can. Dont just make them jump on blind faith.
Also...I wanted to thank you for adding such an awesome comment on this issue!! Very helpful to both the discussion and the topin in general! Nice work!
Laura -- Hopefully the comment above can help.
Diane -- LOL! Thanks for the comments! Hopefully, the car was better than the salesman. LOL!
Thanks for the thought-provoding post!
I agree with 90 percent of what you say, but I plead guilty to asking, ""do you have time to talk for a minute?" Most people give me their cell phone numbers and sometimes it really isn't a good time to talk - they're in a meeting, shopping, at work, focused on something else, etc. It seems more considerate than launching right into a subject they may not want to share with whoever is nearby. The question gives them a graceful out if they need to put the conversation off until later.
Ila -- as I mentioned above, there is a huge difference between saying "Do you have a minute?" and "I need to speak with you about (insert issue). Is now a good time?"
That may look subtle. But, to a client, it is a huge difference. It proves you are calling for a purpose, not just wasting their time. And, it proves that you do care about their time management also. You are actually imparting MORE trust in yourself by stating your need the second way versus just asking for time. That way, if they do indeed need a "graceful out" they can still take it, but with the knowledge that there is an issue that needs resolved rather than you just ringing them to "check in" ;-)
I hope that helps.
Clint///
Glad to see you back on the "big board!" Great post, my friend.
Richard -- Thanks, man! Been a while, but I guess I still kinda know what Im doin...LOL
Morning Clint, Put a nice white belt with that plaid outfit and you have the complete package ! Well done !
I say I am not sure, but I will find out and get back to on this and give a time frame
Bill -- ROTFL!! I didnt think about the white belt!! Thats awesome!!
Just for fun, Im posting something that was sent to me via AR on here also...Love it! Thanks, Cheryl! I think you just gave me an idea for my next post! :-)
Just for fun...how about a list of phrases that customer/clients say that drives us up the wall?
I'll start the list:
"If it's meant to be, it's meant to be."
"I don't HAVE to sell right now, you know."
"If I get MY price I'll sell."
"How long has this been on the market?"
"Why are they selling the house?"
Cheryl Cairns
North of Boston
Norma -- And that is exactly what you should do!
Great list... There are words that can really make one stop and ponder WHY ?
Thanks for sharing.
Roland -- Thanks...and yes, I agree. :-) Thanks for commenting!
I like your list... The one thing I can not stand is TRUST ME!
Thanks,
Well Clint there insn't much more I can say that others haven't already. Except....
I'm with Dawn.....us gals needs to get some of those gosh darn good looking plaid sport coats!
Great post......nice style of writing with humor and lot of truth.
I agree -- when someone says "trust me", a red flag goes up and I become very suspicious.
June -- Trust me, Im with ya. ;-)
Anna -- Thank you so much for your kind words! Glad you liked the post....and the jacket. ;-)
Regina -- Exactly! And, that level of suspiciousness (is that a word??) sticks with you for a very long time.
I think there's more to these (that I would add to) to make it complete. The points are ...left undone...therefore the reason it's left open for you to give examples. "I'll get" instead of I'll try and so forth. And TELLING someone what they Need is not the same as asking what they need ..... anyway, I see your points...good ones.... although I wouldn't put up with you yelling at me :)
Hi Sally -- So nice to see your smiling face on my post...and, I would never yell at you, my dear. ;-)
I understand your points...and they are indeed accurate. In each of these circumstances, the point is that there is no action to back up the reason for the statement. They are, indeed, left undone.
You are correct...telling someone is not the same as asking what they need. Dead on accurate. :-)
"Trust me" when I say this is a good post! I can "always" pick out the good ones!
Great post. I disagree that saying things like "I'm not sure" is always bad. In my experience, people are used to telling them that they know all there is to know. When I don't know something, I'll tell the lead as much, but the key is what I say next. You always have to follow up with what you are going to do about it- ask your boss, do additional research, etc. People tend to understand that salespeople are human, and if you present your fallibility in the right way, it can even help you make the sale. It all relates back to whether they like you or not. People tend to like genuine, honest people. But salespeople should know their stuff, obviously.
Gary -- Trust me, I thank you for your comments. ;-)
Ian -- Agreed! Ive had that one come up often in the comments and I concur that what you say NEXT is the key to the success of this statement.
Good list.
Realty.com -- Thanks! Glad you liked it.
Clint - you listed my #1 hot button phrase that will get me running the other direction - "what do I have to do today to get you started?". YUCK!!!!
Great list and I Love the picture of the "used car salesmen"...Have you got a minute?I always have hated when people start with this question....
Bettina
Kim -- Yeah, that one is high up on my list also. ;-)
Bettina -- Thanks! And, Im glad you liked the graphics. :-)
How about "I guarantee this roof will never leak!" or "You don't have to read all this, just sign here". My office mates had a bit of fun with this!! Thanks for the funny post. Love the 'car salesman' tactic. What a hoot!
Linda -- Good additions!! I liked that 'dont read all this' comment...I should have to include that on the list. ;-) Glad the folks in the office enjoyed the post. :-)
Awesome post. Although it made me laugh, it also made me think of the times, I've "blown it" by using one of these phrases.
This will serve to be a good reminder.
Vickie -- I am happy that you liked the post. Thanks for reading and commenting!
I got the creeps just reading this list!
Anonymous -- Yeah, I had to shower twice writing it. ;-)
It's scary to think that there are still salespeople out there that use all of these. As you had stated earlier, If modified, some might not be too offensive, but :p - What a list!
I love your graphics in this! Cadillac Man at your service!
Thanks for sharing!
- Harrison Painter
YMR -- :-) Glad you liked the list...agreed that, when modified, they could be less harsh. But, without modifications, UGLY!
Harrison -- LOL! Yeah, I thought they fit the bill. :-)
I had to laugh at some of the items on this list. Good list to keep in mind.
Heather -- Yeah, me too. ;-)
Dear Clint,
When I hear trust me I know they are lying. I would NEVER (yes I said never) use that on a client/friend. Thanks for the great and insightful post. Keep them coming!
Cheers!
Betina
Betina -- Yup..nothing worse than that line, if you ask me. That line alone causes me to mistrust you more than addint up the other 9 on this list. ;-) Glad you liked the post!
It sounds so blatantly crude as a means of communication when you put it that way. Thanks for the laughs and hopefully none of those faux pas will tumble out of my mouth when I least expect it.
Kathryn -- Yes, it does. And, considering that we (as sales peeps) rarely think in that light, its almost second nature to use them without thinking. Hopefully, we both wont fall into these traps. ;-)
Clint, I'll try and trust me, usually make me run the other way... Great list!!
Gary -- Yup...I have keen distaste for both of these phrases. ;-) Thanks!
That is an interesting list of phrases. I plead guilty to asking if they have a minute to talk. I'll do better!
Kathy
Kathy -- I think everyone has to plead guilty to that one...I know I do. The changes referenced in the comments are simple to avoid it, tho. ;-)
Hmmm...
Maybe I should stop telling people to trust me :)
TLW...ROAR!
TLW -- If it makes you feel any better....I trust ya. ;-)
I like your list and I have heard these and others over the years. The only disagreement I have is the "being an expert on everything." I am a broker, trainer and MCE Instructor and I have made it a serious point of training agents never to act like an expert if they truly do not know something. The correct response is..."I do not know, but I know who to ask or how to find out!" People appreciate your honesty and willingness to learn or your resources to getting the answer they need. I do not think "not knowing" is a good excuse for lazy agents who don't think they need to expand their knowledge base throughout their career, but it is a very responsible and professional way to put the client on notice that you are not an expert on that particular question but you know how to and will get the answer for them. Good post, thanks for sharing this information with us!
EXIT Hill Country -- Yes, agreed. As long as there is an agreement that you are going to find an answer, then not knowing is just fine...provided you convey that to the cleint. Without that, you just dont know. And, that is a kiss of death. ;-)
Clint,
We all need to be reminded from time to time to do our best and your remarks are dully noted. Yes, sometimes things are not are in our sphere of control but our reactions are and we should strive to be the best we can be.
Melissa -- You are correct. Im glad you liked the post and commented on it. Thanks!
I absolutely cringed when I read this - it gave me the creeps. But the good thing is it did give me a good blog idea. I love how you elaborated on each phrase.
An -- LOL! Yeah, when I saw the original list, it made my fillings ache. And, really, without the elaborations, it seems almost acceptable. But, with them, it just drives home the pain. ;-)
Interesting and funny post., When I hear the phrase "Trust Me" ...I want to get far, far away.
Rebecca -- Thank you very much! And, I couldnt agree more. ;-)
LOL...
That does make me feel better :)
TLW...ROAR!
Great blog. I think i could make a list of about 100 things agents do that bug the crap out of me. (and which i guiltyof) I think you covered the biggies. I also wondered why you didn't prop your leads. I am working with you guys and so far so good so if anyone needed a third party endorsement i can tell you so far i am very happy with Real Estate Client Referals.
I guess I probbaly shouldn't tell them their house stinks either. But I do. I believe people just want someone who is honest and sincere. If you have those traits then everything else will go over just fine. Trust me on this.
Trust me! *wink* Congrats on the feature :) I agree with most of your phrases, but like so many here, "not so much" on I don't know. I always say, I'm not sure, but I will do my best to find out for you...Hope you are doing well.
Hilarious! Loved it...except for the "I am not sure" entry. In this case, I actually think it is a smart idea to say when you don't know something. It is better than "BSing" someone, or giving misinformation. It also lets people know you are human after all! :-)
Clint, great list for anyone in a sales position to ponder and think before they open their mouth... Some I disagree with or at least think it is only minor rewording needed, but some - make your hair stand on end... for me the worst is "trust me"... I can't imagine why someone would say this, except in jest, when the person doesn't know them. And if they knew them, why would they have to say it?
LOL @Blog Boy...
Now I know where I got that whole trust me thing from :)
TLW...ROAR!
Great post. For the "trust me" item, I have never liked the ads that say "A name you know, a person you trust" and similar such phrases, especially when I do not know the person and do not know if I trust them.
A local furniture chain that has been in existence for 100 years started to use "Integrity Pricing" in their ads a few years ago. It made me wonder what type of pricing they had in the past and what type of pricing they will have in the future once they change their slogan.
Clint,
Great tips for improving sales communicating...!!! Thanks, Fran
I was in the area is good for friends and great clients but never for a new client or prospective client
I like the way you put this. Definitely have to remember not to use any of the above (as if I had, but one never knows - we are human, after all) when speaking to potential sellers.
Great tips to keep in mind when dealing with clients.
Hey there stranger :) We hear the "it's not my fault" so often it makes me want to pull my hair out. I don't care, just fix it, or come up with a solution. Finger pointing is not going to advance matters at all! Trust me want me to throw up :) - in a nice way -LOL. But what is even worse is when somebody says trust me I'm an expert. That to me tells me they are not. Good bye! ;) ~Rita
With a decade in corporate communications prior to joining the Real Estate profession, I am really pleased to see this post. And trust me... "Trust Me" is definitely the biggest no no on that list! Also to consider is "let me be honest with you" which of course begs the question... what the ^&)*%$ were you being with me before now?!?! Words are powerful tools, use them wisely and sparingly. Also worth mentioning that ears are also powerful tools - usually best if they are used more than ones mouth!
Impossible to go wrong with this advice. Timeless advice for sure.
Great tips, thank you! I mostly agree with what you said. A few things like "I'm not really sure" and "have you got a minute" might be worth saying in certain circumstances.
TLW -- Happy to be of service. ;-)
Marcus -- Thank you very much! Believe me, the list was much bigger than this...I just pared it down for reading ease. ;-) Thanks for the props on the referrals!! Very happy to have read that!! If you need anything, let me know!
Melissa -- LMAO @ husband line!
Bryant -- BlogBoy!! I couldnt agree more. They arent paying you to be their friend. They are paying to be honest. You can do that and be friendly at the same time.
Elizabeth -- Id always trust you, my dear. ;-)
Rebecca -- Glad you liked the post. And, as I have said before in the comments, I couldnt agree more providing that you explain exactly what you plan on doing to come up with an answer and then follow up with it. "BSing" and just saying you dont know wont work.
Joanne -- I cant agree with you more.
TLW -- LOL @ both of you!
Marc -- Thank you very much! I agree on the "trust" ads you mentioned. LOL @ your pricing statement. I love it when companies come out and say things like "...new lower prices...". Every time I hear that, my brain translates that to "...We've been screwing you for years!" :-)
Fran -- Thank you!
Russ -- Agreed...good friends and long-term clients that have become friends; those people you can use that line on... But a new client??? Yeah, not so much.
William -- Thank you very much. Yeah, we are all human and we all make mistakes. I just hope that this dialogue helps people remember how damaging something so simple can truly be...
Emmaniece -- Thats what I was hoping you take away from it. ;-)
Rita!! -- Hiya!! Yeah, I get that alot here. And, I couldnt agree more. I dont care whos fault it is...just fix it. Between that and the trust me thing, you just covered about 50% of my gripe with this list. ;-)
Stephen -- Words are powerful tools! They are the weapons we choose in daily life that can determine whether or not we win or lose. So, choosing those weapons is important. "Let me be honest with you..." Holy cow!! I was hoping someone would bring that one up...I cut this one from the list, but that is the EXACT reaction I was going to put in the post...Nice addition!
Chris -- Thank you very much!
Hawaii Homes -- You are so very welcome! Thank you!
Clint, I always say that God invented REALTORS so there would be someone to blame. Giant targets right on our butts. Very cute, but very true.
Audrey -- LMAO! That is one of the best lines I have read! Thanks for that!
Clint - I often say, "I'm not really sure", but it is usually followed by, "but I'm sure I can figure it out." Some of these phrases are truly bad!
Great post today and worth while....I don't mind not having the answer to "everything" I'm human remember. I'll be happy to find out for you is my answer.
Patricia Aulson/Portsmouth NH Real Estate
Clint - I think I need a shower after reading this! HAHA - Too funny. You are SO right.
This blog reminded me of something I saw on a sales managers wall. "David slew Goliath with the jawbone of an ass,Every day 10,000 sales are killed with the same weapon." I know this may not be bibically correct, but the point was good.
Jason -- And, that is fine...as long as that addition is added. ;-)
Patricia -- Thank you so much!
Christianne -- LOL!
Rob -- That is the best comment EVER!!! LOVE IT!!!
Yep! This makes me run as fast and far away as I'm able - "What do I have to do to get you started today?"
Sonja -- Yup, me too! :-)
"What do I have to do to get you started today?" Makes me cringe along with "Trust Me"! That Real Estate agent can be sure I won't be buying a Bridge in Brooklyn from them! LOL.
Macy -- LOL! You hit the two biggies for me. ;-)
Clint, I enjoyed this blog and you make some great points but I must say a couple were way off. I tell my rookies that when they think they know everything they need to get out of the business. I'm amazed that you suggest we should know the answer to every question. Sometimes the answer is "I don't know but I'll find out."
The "trust me" has always bothered me too. I once had a young rookie who often said "now I'm going to tell you the truth." I asked her if everything she'd said before was a lie.
Marian -- I have never once said that everyone should know everything. In fact, if you go through the comments following that statement in the blog AND the numerous comments on the post, you would see that I suggest that you admit that you dont know an answer AND make a commitment to find it rather than JUST say you dont know the answer. So, on that point, I respectfully disagree with your assessment of my point in the post.
And, you have hit on #11 on my list (I didnt include it in the blog) with that next statement. :-) I hate that line. :-)