I decided I needed to get a new pair of shoes. The ones that I have are a couple years old and, quite frankly, a bit worn out. So, I decided to head to the local ShoeEmporiumMart and get myself some shoes. I knew exactly what I wanted...and in what section of the store to find it. As I entered the store, I saw a couple customers browsing and 3 sales attendants by the cash register.
As I stroll past them, one of them says, "Hi. I will be right with you." Assuming she was discussing something important and required time to finish her discussion, I went on my own.
Fine with me...I know what I want anyway. I head over to the shoes I want and the specific shoe I am after is not on the shelf. So, I hunt around for a couple minutes only to figure out that there is absolutely no rhyme or reason as to how these shoes are shelved...and decide I would "hunt down" that kind lady that said she would help me.
After a minute or two of looking, I find her at the counter again chatting with the other two sales reps about her obviously too intense weekend of drunken debauchery. I ask her if she knew where I could find my New Balance 820s in a 4E...and without even skipping a beat, she says to me and I quote...."I said I would be with you in a minute".
I don't think I have to tell you what happened next. Suffice it to say that I got my shoes from FootLocker instead.
You see...like this example, some aspects of your sales ability are painfully obvious to your customers. But, some of them are much more subtle than this example...Subtle enough that you probably don't even know that you are doing them. But, your clients know. Believe me!
So, here are some ‘subtle' and some not-so-subtle ways that you literally destroy your relationship with your clients.
Be inaccessible. One the primary complaints I receive from the clients I refer to agents is that the agent is hard to reach. Heck, one of the major complaints I hear from other agents is that some agents are hard to reach. Don't answer your phone. And, when someone takes the time to leave a message, don't worry about calling back. After all, if they want to reach you so bad, they will just call back, right?
Talk more/listen less. Youre the important one here. Youre the expert. What they have to say is not important at all because you have all the answers.
Be dishonest. Nothing will turn off a client more than being dishonest. The phrase ‘a web of lies' implies that it takes a lie to cover up a lie. And another one to cover up that one and so on.
Ignore simple manners. Whether you like it or not, your manners matter to your clients. Go ahead...keep your clients on hold. Talk on your cell phone about nothing that relates to your clients that are standing right in front of you. Use profanity and disrespectful language around your clients. Say something negative about another client in the presence of one of your clients. Go ahead...it's the truth, right?
Take "No" for an answer. That's right...just give up. Automatically assume that the client will never work out because you heard the word ‘No' the first time you contacted them. After all, only the "serious" customers that are ready to go right now are worth your time.
Don't get to know your customers. Ignore the important things in their lives. Don't worry about birthdays or anniversaries. Forget that they have 4 dogs they treat like children. Ignore the fact that the ugly vase on the mantle is actually Great Grandpa George. Don't get to know them on a personal level...its not required anyway. After all, they are just walking dollar signs, right?
I would bet that 98% of the people that read this will already know why you shouldn't do these things and come up with the next logical step in this conversation: Well, what should I do instead?
Simple.
BE ACCESSABLE! Answer your phone whenever possible. Reply to all messages and email within a maximum of 6 hours. Make sure that your clients understand that you are there for them and that you appreciate the fact that they trusted you enough to want to contact you.
LISTEN! You were given two ears and only one mouth. That means you should listen twice as much as you talk. Take the time to listen to your clients. What they have to say is important to them. Therefore, it MUST be important to you. Ignore your rehearsed responses to standard objections and tailor them to fit the specific needs of your client's concerns. Make them feel important...because they are!
BE HONEST! Be honest to a fault, if need be. In this market, clients need an advocate that is out for THEM not THEMSELVES. Say what you mean. Don't beat around the bush about facts that need to be said. Even if what is needed is a smackdown...it would be better for you to do it and be honest about it than to be deceitful and then get caught in the lie later on. You have one shot to build trust...don't blow it.
USE YOUR MANNERS! For sales people that want to reach the top rung of the ladder, there is no substitute for patience, civility, and good old fashioned manners. Say ‘please'. Say ‘thank you'. Make eye contact with people when they are speaking to you. Open doors for people. It sounds silly, but these things are not just marketing gimmicks designed to make a client happy. They are the tried and true marks of good character.
FOLLOW UP! Whether you want to believe it or not, sometimes "no" means "not right now". I see this every day with my company. Agents simply give up after the initial contact with a potential customer because they were told "no". It has been proven time and again that it takes seven points of contact for a consumer to remember who you are and why you are trying to contact them. So, it is up to you to ensure that happens. Call your prospects. Email your prospects. Work your leads. Don't just give up initially because you didn't get the answer you wanted on the initial request. Sales isn't a McDonald's drive-thru. You might have to ask more than once...or twice...or eight times. I work with an agent currently that just landed an exclusive agency agreement on 35 properties because she followed up on a referral from my company that screamed at her on her initial phone call. (If you want to hear the whole story, contact me...be happy to share.)
KNOW YOUR PEOPLE! Notice I didn't use the word ‘client'. I have said time and time again that this is a people business. You deal with people. And, they should be treated as such. Get to know them on a personal level. Use that to your advantage. Remember their kids' names; their dog's name. Ask about the things in their life that are important to them and make them important to you as well. By the same token, allow them to get to know you. Developing a rapport and trust is mutual. It has always been true, you must be able to give before you are proven worthy to receive. That rule holds true here also.
It is a hard and fast rule of business that it costs six times more money or time to cultivate a new client as it does to retain a current one. And, in this market, I would bet it costs even more. Extraordinary customer service skills will only lead to successful retention of your clientele. And that will ensure that your sales career will never die.
If you would like more information on Real Estate Client Referrals www.recr.com, please contact Clint at 800-977-7058 or on Twitter at www.twitter.com/recr.
Wow. Great Article Clint. I think our business over the last few years have led to a few bad habits a lot of us need to change. Relationships are #1 in our business and if we don't take the time to develop those, in the long run, we will be the ones to suffer.
My only issue is time management. Can you fix that for me? Put a few more hours in the day... Shouldn't be a big deal. LOL!
We all just need to try as best we can and always follow the golden rule. Wouldn't the world be a better place if we did? (Sigh)
(As always) Excellent Post Clint. It's the little things that make all the difference. In slower markets like most of us are seeing these days, this becomes all that much more important.
I don't know who coined the phrase, but "If you don't serve them, someone else will" seems to be an extremely important mantra to live by.
Hi Lori!!! So happy to see you here!!
Thank you so much! And, I couldnt agree with you more about your assessment on the way this market has made us change how we operate.
As far as the time thing goes....I got nothin. :-)
Joel -- Thank you so much, my friend. Loving that phrase!!! Thanks for its addition to this article!!
I have been teaching this information for the past 3 years and it is amazing how many agents don't listen to it! They forget that this is a people industry, not a numbers game. Especially in this market, where the consumer trusts less and is more tentative to blindly follow, your customer relation skills are key to your succes. Notice I didn't say customer service. I said customer relations. You need to listen to your client's needs and desires. You need to make what is important to them, improtant to you. I'm seeing alot of agents who forget these keys to success getting out of the business with their tails between their legs. Their business has died. (BTW, I am notorious with my clients for my pet closing gifts! You can't forget about the furry children!)
Sarah!!! So glad you took the time to give such an insightful comment!! I couldnt agree with you more than I do....but, to rehash something you just said...it is about customer RELATIONS!!! That point is missed by so many people in all levels of sales, not just RE. Thank you so much for reminding everyone how this SHOULD be done. :-)
Clint, this is such a great reminder of the power of service. We must provide good customer service in order to have good customers. My job is to help people, and I need to always remember that. The day my job is only selling houses is the day I need to look for a new profession.
Brenda -- Yes, yes it is. And that was my primary reason for writing it, to be honest. This is a service industry. And, without that level of service, you may find yourself in another service industry...like asking if they want fries also. :-)
Nice article - those were things that bothered us about our own transactions prior to getting into real estate. Underpromise and consistantly overdeliver is our mantra.
Monica -- Thank you so much! I would bet that mantra has served you (and your customers) very well throughout your career! Nice work!
Clint,
Another home run! Way to go...
My favorite saying to agents anxious to find the silver bullet in this business is, "When your phone rings, answer it." After all, 100% of my business comes from me talking with my clients.
What caught me chuckling Clint, is that these are the same things I am teaching my 4 year old, That's My Boy!
In our awards shindig today, the President of Real Estate Operations pointed out the same thing that you and Sarah have: this business is about customer/client relations...not just service. When information can be found everywhere and freely, how you differentiate yourself is the key to a successful business. In real estate, that's everything!
Keep banging away on the keyboard Clint, you are a credit to the industry! Thanks for whacking us agents around by reminding us what we should be doing...
Todd -- Thank you so much!! Very much appreciated!! I couldnt agree with you more, actually...on anything that you added to this!!
I am in the process of doing the same thing with my 4yr old actually. :-) So, I feel your pain. lol
And, anytime you feel like you need a smackdown, Im your guy. :-) Thank you so much for commenting!
As always you hit it right on the head! Reminds me that I need to go make some calls since I got home from vacation!
Clint, that is great! Like Todd, I am currently teaching some of these same things to my children (and considering the number of children you know I have, that's a lot of teaching!). One thing I've noticed is that it isn't enough to tell my 13 year old not to always be the one talking but to listen to what others have to say. It makes you so much more informed when you listen. It isn't enough for me to tell my 4 year old to be honest. People trust you so much easier when you make it apparent that they can trust you. It isn't enough for me to tell my 2 y.o., and 4 y.o., and 10 y.o., and 13 y.o. to use their manners. Being polite and respectful is the key to having other people be polite and respectful back to you. It isn't enough for me to tell them. I have to walk the talk. My husband has to walk the talk. We have to be living examples of how we want them to live. As a result, I have to exemplify in my business the same principles I want my children to show in life. It works out great!
~Renae
Lesley -- Awwww, thank you so much! Im glad I was the even keel in your choppy sea. LOL
Renae -- Thank you so much for leaving such a wonderful comment!! I know the feeling and Angela and I do the same!! :-) Or...try to do the same...lol.
GREAT Post! Very informative. Customer service is 100% of our job and sales is secondary really. Buyers and sellers need to know that you care about them and making sure you contact them often is #1.
Sandy -- Thank you!! Very happy you think so! You are correct in that assessment and I couldnt agree with you more!
Clint - I can't imagine someone saying that...even in a store where I'm not expecting anything on the level of superior customer service. I would have been in another store in a heartbeat as well. I have no time for someone who doesn't want my business. Great post (again). What I like about your posts are they are often the most simple of thoughts...but they seem to be the thoughts that get forgotten all too quickly. Its common sense, but you see examples of it everyday.
Well written and good points! I hate it when other agents don't return my messages... makes it hard for us to work together in these transactions.
Matt -- True story. I about keeled over. The follow to that is that I called and spoke with the Store Manager (whom I know personally) and told her what happened. The store was closed for two days for "Mandatory Sales Training". :-)
And thanks for the kind words, my friend. I prefer to make sure that these things are simple and easy to follow...and (sorta) related to what I do for a living...LOL
Christina -- Thank you so much!! Not returning a phone call is one of the rudest things anyone can do to another. Even if all you want to do is tell them to stop calling, at least call them back. :-) And you are right...Listing agents....listen up!!! If someone calls you to show your home....CALL THEM BACK! Sheesh.
Great post,Cllint. I always say get back, follow up and treat them right and then referrals and more business will come your way. And don't be fake. They can see right through that. I love talking with folks and seeing them reach their goals.
sue from Maine
Sue -- You are so right! Especially about the fake part. Ive always said that people dont buy things...people buy people. If your customers dont buy you as a person, they will never buy anything FROM you. :-)
Clint...
This post is a masterpiece, and should find its way to the Front Page!
Featured in the Group "Whacked!!!"
Thank you so much, my friend!! Very much apprecaited! ;-)
I'd follow you on Twitter, if already hadn't! Great post. These jokers obviously make minimum wage, they're probably young. These non salesmen in waiting are missing out on the opportunity to hone those skills. Heck, how about just being courteous?
As far as Realtors engaing in this behavior- totally unacceptable and probably on the verge of violation of etchics, especially with all the time sensitive deadlines we have to deal with.
Great post!!!
Nogui! Nice to see you on here!
Exactly....just be courteous! Thats all I ask....and I dont know anything about the ethics violation possibility, but from a personal standpoint, its a voilation. :-)
Thanks for the comment, my friend!
Clint - another quality post. I used to have salespeople all over me in my previous life, and I set standards for how I wanted to be dealt with. I have tried to translate that into my life as a realtor. I will admit to having a problem with talking more and listening less.
Mike -- Thank you so much! I am quite happy that you liked this post. I think that a good portion of what I do everyday is derived from my want to be treated with respect. So, that is what I offer. That is usually all that is needed to get people to listen to me. And, I have a habit of also talking more than I should :-)
Good tips Clint. I hope she is working off of Commission, but I doubt it.
John -- Thanks, man! I have no idea if she is or isnt. I do know she is no longer working for that store. :-)
It seems so simple Clint but amazing how many people disregard these easy to follow suggestions. It's not brain surgery but some people treat it that way. When I was in the brokerage world I can't tell you how many agents just forgot the basics and treated people as a dollar sign rather than a human being. This is a great post that will hopefully remind us all why we got into this business in the first place.
Something that happened to me today reminded me of how true this post is. A couple that I had shown a house to probably 3 months ago did not seem interested in it. We had spoken for a while at the property, and had hit it off. I put them on my MLS search, and followed up with a couple of handwritten notes and a call over the next couple of months, with no contact back. I had assumed that was it- it happens. Today I had an email from them telling me that they had found another property that they wanted to see. I think- in real estate, anyway- that we have to remember that we are moving on the client's timetable.
Shoe purchases are a little different!
Derek!! So happy to see you comment on here. Heck, I just wanted you to read it...LOL! Thank you so much for the kind words...and I couldnt agree with you more. Much apprecaited. :-)
Diane!!!! I have missed you today! And that is exactly why I tell everyone to WORK THEIR LEADS!! Dont just give up! That is the worst thing you could possibly do! Nice validation to that point here!!! Love it!!!
I just realized I forgot to give credit for the photos to www.istockphoto.com! Awesome service! Highly recommended!
Clint - Great post. Listening to your customer, being accessible, and being honest will make or break you.
Ok Clint, I got here from your tweet so you are not doing too bad on the comments front it appears. We just put a multi-million dollar home in escrow from one of our website leads. Web leads can work. I just can't afford yours at this time.
Robert -- Thank you so much! And, i couldnt agree with you more!
Ronnie -- Well, thank you for following me on Twitter! Always happy to meet new peeps on there. So, thanks for coming over to leave a comment. You are right...web leads do work. But, like with any lead, you have to WORK YOUR LEADS! Happy to hear about your deal! That is awesome! And, we can revisit that last statement later. :-)
Clint, I finally got to a place where I could comment without having to bang it out on my handheld. Haha. Firest, fabulous post. I've made some of these same mistakes and I could point you to specifics examples where the mistakes were made and how the relationship unraveled.
I think one of the biggest mistakes I made is I didn't listen. I was so eager to help, be the source of information, and control the conversation I didn't listen to my folks needs. I heard them, but I wasn't listening... truly listening. Listening is key for excellent customer service. Be available.
Honesty is always the best policy and it's important you back your words with facts. It's not ok to ask your folks to just believe what you are telling them. Back it up with data, let them know with actions you are going to service their needs, but all the while continue to listen to their wants. Be consistent.
It really doesn't matter if you're selling $1 whozits or $gazillion dollar whatzits. People rightfully expect to be treated honestly, fairly, and consistently.
Featured @ Club Chaos
Clint:
Great article my friend! Just coming from our Awards ceremony here in Tallahassee and after reading this I am even more convinced that the Top Producers in the industry are those that "Get it!"
Honesty, being a real person, with a lot of knowledge is the key! Did you know that in the NAR Code of Ethics we are charged with continuing to educate ourselves? Who could work without it?
Will see you on twitter, your friend,
Debbie Kirkland www.twitter.com/FloridaSunSales
Clint - Very nicely done. This is the kind of stuff that I ALWAYS teach my new agents. I might make this post a part of our training!
Very nice article Clint. Your avatar drew me in! I'm a sucker for great family pics! :)
Clint...
Told ya!!! It just took a while to get there! Great job.
Clint,
Always good advice, as usual...!!! Thanks, Fran
Clint, great post! I am amazed sometimes at the lack of service in retail shops and I always feel sorry for the owner that doesn't realize what message his employees are sending! Service is so important in so many different fields. Too few really get it.
It's amazing to me that insolent people like that salesperson still have their jobs when there are millions of polite, hardworking people that do not :-(
Great article overall!
How very true, Bill and I moved to Houston in Aug. I made a trip out to see several houses in person that we had checked out before hand. One I liked very much would have meet our needs and was a fixer up. The listing agent did not put a lock box on so our agent could show it to me nor did he have a phone number listed only way to contact was via e mail....we are still waiting for a reply LOL. I trust he is no longer in business. As he was surly not a salesman.
Brenda Archambault
Great Reminder! Thanks for the post Clint.
Clint, You are so right on my friend. Our business is built on service and trust....honesty is always the best policy. We all need to show up better than the rest. You are SO right that it costs 6 times more to find new clients...we need to treat our past clients like gold and watch those referrals roll in!
Love the analogy - great post! Being a real estate agent is 100% customer service. I keep telling my assistant "you don't have to be the BEST agent, just the QUICKEST one to respond". It has served us well!
regarding agents that don't call back...We have a REO agent that will not take any calls only emails from other agents, but he was sweet as could be when he needed information from my associate when he had the buyer and was trying to set up a showing.
Clint- Excellent points. I have a hard time thinking that being honest to a fault doesn't scare away people, as this is my worst fault. But, I find more and more that it actually is something most people appreciate.
Clint - great points (as usual). I have noticed lately more and more uninterested customer service people - which just is mind boggling. However the ones that still remain on top of customer service stand out. What I am also seeing, which is totally uncalled for is the other competing business/company/agent bashing. Two days ago we got a call from an agent (from a well known RE company) and all it said was "you suck"???? We haven't even done any business with them or know them???? Funny that they didn't block their number, so we called back LOL. ~Rita
Hi Clint,
This is obviously common sense you would hope.... I do not find my new agents having problems to much; when they come out of training they totally get it and understand it. I think I see it sometimes in those agents that have been around for a while and have gotten to big for their britches.
Great article. You see this in every day life. From teachers to they way they teach oh wait show children what to do. To the actual sales person wearing a nose ring and horns growing out of their heads. This is truely the me generation and the look at me, i show no respect.
This should be sent to the stores, but also we as "sales" people should always remember manners.
Clint: This is totally amazing that she would snap at you like she did.. I'd be sure the management knew the situation and that you made your puchase at the Foot Locker instead...
Clint... Amen. The highest form of marketing one can do is how you treat people in person. (Especially when you're getting paid and it's your job to care of them, right?) You get it, so I'm not worried about you, even though you were inconvenienced. My heart goes out to your shoe store attendant, she is oblivious and will have some tough lessons to learn. It makes me wonder about their managers.
Like you, when I get treated anything like your experience above... exit stage left, I'm gone.
You make some great points, thanks for sharing. Customer Services rules, always!
Rene'
Wow...the lost art of customer service is everywhere. I worked for JCPenney during high school and learned the golden rule at an early age. Thank you for sharing your experience and offering your words of wisdom.
Great stuff! Simple (although it seems like not so simple to some people...) customer servioce and a genuine concern for your client (not just the paycheck at the end of the deal) is the only way to go. Develop the relationships, the rest will fall in place!
Thanks for giving great insight tied with an interesting story - and the headline was great, too! Sucked me right in!
Clint, I am shocked by that salesperson response! With all the unemployed out there this gal should be kissing the ground you walk on without the pair of shoes you wanted to buy.
I thought you were going to say you spoke to her manager. maybe you should have. She should learn a thing or to or she will be shown the door!
Ginger
On the shoes, I order my from shoebuy.com. The prices are good and the shipping is free. There is no sales tax and no hassle. I know my size and brand. I guess they figure everyone knows the basics and we wonder who is in charge. You will have to try shoebuy.com its open 24/7.
Great blog to point out the basics of customer service.
Clint, this is a great post and a good reminder to stick with your contacts and treat them well. I saw at least two things that I have trouble with. Thanks!
Clint:
Good post. I would think that sales lady would have treasured her job more in this economy. She probably has some lessons to learn (like unemployment.) Personally, I prefer to shop on-line at Zappos. There's no problem with bad manners there.
The techniques you point are basic and timeless. So many people do not understand the value of listening and rudimentary etiquette. These things are irreplaceable, but, sometimes overlooked as selling skills.
Clint,
Great post. Excellence is a mastery of the basics. We all need regular reminders to stay at peak performance.
Jason Sanders
Clint, fantastic post! I couldn't agree more. I was told one important thing by my mentor when I entered this business - it's all about communication. It shocks me still when agents talk about the "distance" between them and their clients. Meanwhile, I'm buying Bat Mitvah cards for my clients and trying to explain why I can't make it to their celebration (Ash Wednesday mass falls right in the middle of their big shindig!) Classic though. Nothing burns me more than bad customer service. I will absolutely take my business elsewhere. But I always let the person know I'm going elsewhere too. Somehow, that makes me feel that I'm teaching them a lesson in etiquette, which will better serve them in the future. You never cease to entertain. Thanks!
Great post and I love your analogy. It's all about customer service whether it's shoes or a house. It's just easier to get it when we're simply shopping for shoes and not real estate. Thanks for reminding us about the important stuff.
Clint, What a great post! When I meet with a potential client or customer for the first time, I always make sure that they know that I will be there for them on their schedule and that I respect their time. This includes not answering my cell phone when we are together....that they deserve my undivided attention. On the flip side I also let them know that I do this with ALL of my clients, so if they need to reach me, they know I will always call them back, or email, or text...as soon as I am between appointments. I have found that most people appreciate this approach.
Clint, such a good article, thank you! My mama always said "treat people like you want to be treated". Common courtesy is so powerful and applies in all businesses. Such a simple secret to success!
This is such obvious information; yet it is so important that it is more than worth repeating.
Well I have to add my congrats to the many above. What a super post. Thank you :)
It's a good life!
~Raine
Wow, Clint!... your article teaches such a great lesson. You just shared your negative customer service experience with over 100,000 people... now, just think if that sales associate knew what her careless attitude would lead to. We need to remember this each time we deal with our clients. They will share their experience with others. We surely need to go above and beyond for them!
Clint,
That's a great post! It's a great reminder that our business is "service". We are not selling anything and the customer always has the choice to work with anyone else of their choosing. Great customer service should always be at the top of our priorities!
Monique
Hey Clint! You nailed it - it's a people business. Your message is important in ANY service oriented business. Thanks!
I love the comment about furry children above!
I just love it when I get ignored by people I am planning to hand money to. Don't they realize who is paying them. Great tips for salespeople of all types but espeically for those of us who work in real estate.
I'm a former country girl who is now a Carolina island girl. My grandpa taught us to call the pigs by yelling "Sooay!" I have no idea how that non-word should be spelled but that's how it sounded. So because I love to talk and often have to remind myself to SHUT UP AND LISTEN! I made myself some little cards, strategically placed where I can glance at them without offending the person I should be listening to...they say SUAL. SHUT UP AND LISTEN! When I look at my card, I hear my Grandpa calling "Sooay". OK, it's silly, but whatever works, right?
Great post and comments. Hard to add anything that has not been said. Keep them coming.
And keep educating yourself........when shopping for a refrigerator recently I found that I knew more than most of the sales people I came in contact with. Even though many are forced to take jobs outside their fields, it reminds me that I wasn't impressed with any sales person who seemed to know less than I did. I didn't want to buy from that sales person.
Now more than ever we need to keep reading, keep learning about all the newer aspects of our field ie financing, short sales, reos, and market activity in areas we don't work on a weekly basis.
Clint,
That was one of the best blogs I have read so far. You hit it on the head and give me food for thought. If realtors want to succeed they must be a people person. Its good to see someone blogging reality and facts!!!!!
Craig -- Thank you so much!! And I dont think I could agree with your final statement any more than I do now...People rightfully expect to be treated honestly, fairly, and consistently. Amen!
Carlyn -- Awwww...Thanks, Bay-Bay!
Debbie -- I hope your ceremony was a good one! And, thank you so much for commenting here!
Jason -- Thank you so much, my friend! Please...fell free to use it if you wish! My pleasure!
Colleen -- Thanks for the compliment on the family pic! :-) They are my pride and joy!
Richard -- LOL! yeah, I know....thanks!
Fran -- Thanks, man! You always know that means alot coming from you.
Kristi -- Thank you! You are right...too few do get it. Sad.
Jennifer -- Oh, dont kid yourself...she was 'let go' after the incident repeated itself.
Brenda -- Wow!! Nice testiment to what I was talking about here! Thanks!
Beth -- Thanks!
Kent -- First, Im jealous of your iphone. Second...Thanks! Where in N. Idaho are you? Youre not all that far from me.
Elizabeth -- Our business is built on service! Service sells you. Do it right and you dont have to worry.
Susanne -- Thanks! I thought it was fitting. Being the first to respond is VITAL! Thats a whole other post!
John -- Seriously!!???!!??? And, he is still employed? WOW!
Carol -- Thank you! I would rather make someone angry for being honest than making them angry by lieing to them. ;-)
Rita -- Thank you so much! The idea of CS is getting lost more and more regardless of location. ROTFL @ using your caller ID!!! HAHAHHAHA!!
Kimberly -- You would hope! But, "common sense" is less and less common these days.
Roni -- You have a decent idea about sending this to stores...hmmmmmmmmmmm.
Roland -- Yeah, I was shocked to say the least. And, I know the manager of that store...She knows. :-)
Rene -- CS rules! :-)
Holly -- Yes....yes it is. Sad to say, but it is true.
Tristan -- Love the point you just made! Develop relationships!! The rest will fall into place. Amen!
Ginger -- yeah, so was I...lol As I said, the manager knows. ;-)
Eric -- Thanks for the hint on the shoes. And the kind words about the blog. ;-)
Jeff -- Work your leads! Work your prospects! Work your past clients! :-)
Claudette -- Yes, the techniques are basic...but, they are the tried and true base for a well rounded service oriented position.
Jason -- Excelent point, my friend.
Amy -- Nothing burns me more than bad customer service. As I stated previously, I would rather make someone mad by being honest with them than to ever get caught in a lie. Period.
Lora -- Thank you very much!
Alberta -- Thank you so much! Follow up skills are VITAL in this industry. The first time you dont return a call or an email is usually the first nail in your coffin with that client.
Teri -- Thank you! Common courtesy is key!
Christine -- Thats what Im here for...Pointing out the obvious. :-)
Raine -- Thank you so much!
JB -- That is a good point! They say that good CS is rewarded by the client telling one person. Bad CS is rewarded by them telling 10. Which would you rather they tell about you?
Monique -- Thanks! Our business is about service. And, if we dont, someone else will. ;-)
Dawn -- Thank you for agreeing with me. LOL
Paddy -- Ive actually told some sales reps that I would complete the transaction with a manager instead. Shocks the hell out of em. ;-)
Marian -- SUAL!! That is AWESOME!!! You should write a blog about those reminder cards!!!
Mark -- Thank you!
Char and Jim -- Education is key! The day that I quit learning is the day that I die. :-)
Tonja -- Awwww, thank you so much! I appreciate that very much! I try to always relate fact when Im writing...Im not a fiction writer. :-)
I love it! The sarcasm is halarious! It's so true though, you would think this stuff would be common sense, but I think even the best of us could use some reminding! It's amazing how many stories you hear about terrible service. I think your post reminded a lot of people, Thank you!! :)
Diane -- Thank you so much! If one person can walk away from reading this having been "reminded" on how to operate, then I did my job! :-)
Great post! Good customer service is vital in any industry!! In fact, I have walked out of stores for the same reason you did.
I love the photo of the salesman with the contract! Reminds me of the guy who sold us our home.
Kathy -- Thank you very much. Yes...yes it is.
Patsy -- LOL!
Hi Clint,
I enjoyed reading your post! I really like your mindset of "know your people", instead of clients or customers. We are in a service business. Thanks for the mind candy!
Well written and a great reminder to everyone in any sales business, the customer is always first. Glad you got your shoes at a different place. Anyone that treats you like that doesn't deserve your busniess.
What do you think of Twitter
Great post and great reminders. Instead of focusing on how bad some agents are I am now focusing on how I can be a better agent myself.
How about the agents who actually say on their voice message, due to high call volume, your call will be returned the next business day"? Why do people hire these agents?
Many excellent points to remember. I had a similiar experience at the makeup counter at Macy's Mall of America this weekend. We couldn't get any one to help until one spunky little gal came over to us and offered her service. We spent close to $200. I told her when we were finished to be sure and rub it in the face of the other gals who wouldn't help.
I've bought and sold 8 homes with different agents, not to mention the hundreds I've dealt with as a home stager. It really is amazing how many of these basic ideas at least 60% of agents (on a good day!) ignore. This is of course good news for the true professionals out there, as it will prune the riff raff from the industry.
Connie -- I think knowing your people is one of the best ways to ensure that you dont treat them like dollars. Showing an interest in them instills trust. And that is half the battle.
Kristina -- Thank you so much!! Im glad you liked the post.
Editor -- I love it!
Kelsey -- I think that is a brilliant question...I have no idea.
Kathy -- Make up counters are the WORST!! Im glad someone finally realized that you were worth thier time. Sad that this CS thing is getting so bad.
Debra -- Yes, I have to agree it is sad. And I agree with your last statement as well.
Great article, the part about "talk more listen less" is so important. Sometimes when you have so much knowledge in a subject, like the real estate transaction process, you get caught-up trying to impress your clients and they just lose interest in you after the tenth consecutive minute you've been speaking without taking a breath.
MiamiBeach person -- Yes, that is a really good point to remember. Sometimes it is hard to control your own tongue when you know something about what is being discussed. Im a big fan of the KISS method. (Keep It Simple Stupid!)
Clint, Great article! We've all known agents who do such a disservice to their clients that it's embarrassing to be in the same profession with them. But, there are the majority of others who try to do their job with integrity and care for their clients.
The part of your post that I'm going to reiterate to my own agents is the part about "NO" meaning not right now. How often I see our agents give up so quickly just because of that initial NO. If I get someone who expresses even a slight interest in buying or selling, I'm on them like white on rice! They are MINE! I don't give up on many people and have had a great career because of it. So, thank you for reminding all of us about what NO can really mean.
Gayle -- Thank you so much! That is a huge point of this. I work with agents all over the country and I see this happen every day. WORK YOUR LEADS! :-)
Clint,
Your posts just keep getting better and better and your layouts and pictures are awesome! This was an exceptional one indeed.
So proud of you for getting but ANOTHER feature! You area real contributor to Active Rain and I'm happy to have you as a friend!
Tamara
Tamara -- Thank you so much! I appreciate that greatly! And, thanks for the kind words...and the wonderful friendship! :-)
Wow, I had a similar experience a few months back and could not believe what I was seeing. It's a sad statement/relfelction on poor training and lack of common courtesy and common sense on the part of the sales associate.
Ana -- I was shocked! Literally shocked. After I made my purchase elsewhere, I called and relayed to the store manager what had happened. The store was closed for 2 days for "mandatory training" LOL
Great article post. You hit some thigns right on the head. I use to work in the retail industry and unfortately, the cases you present are more prevelant then anyone thinks. Thanks for sharing this article.
Terry -- Thank you so much! I am glad you liked it!
Clint...It is a people business- service based means Outstanding service, not self-serve:-)
Rebecca -- You nailed it right there! Its not self-service! Awesome point!
Hi Cilnt.. so many truths in your post! When we sold our home in Phoenix before moving to the country, we had three different agents. Suffice it to say, when I decided on Real Estate as my second career, I knew what kind if agent I did NOT want to be. :-)
Pretty new in Active Rain.. really enjoyed your post and all of the comments!
Hi Karen! Thank you so much! LOL @ your statement! Thanks for reading and commenting!
This is absolutely correct! It almost makes you not want to do anything that involves human interaction!! I think that its funny that after you do your best to offer your people the best service, then they have to deal with the electric company, the phone company and the cable company. We all know that all three of those are known for there friendly customer service departments!
Clint - Good One! A great eye opener! It's really really amazing what some people in the public deem acceptable! Thanks for the great post!
So is it true that you are going to be writing for a living now? I mean every post and point is spot on.
What a wake up call Clint... thanks for taking the time to write and post this!
Jason
Jamie -- Thank you! Im glad you think so! And, dont forget the DMV! :-)
Lisa -- Thank you! You are welcome...and thank you for reading and commenting!
Jason -- Well, that seems to be where this is headed...lol. Hopefully I wont disappoint. :-)
Great post, Clint! I, too, am amazed at how unattentive sales people can be - especially in this economy! You'd think they'd be at least noticing when a customer comes through the door! Yikes!
Patricia -- Thank you so much! Yeah, I was not impressed. lol
Happy 100000 Buddy. I heard you needed this from a little Tweet, LOL
LOVE YOU PADDY! :-)
Amen, What has happened to customer service. I use to offer a job to people in any line of business that were a class above. You would not believe how in freguent it happened
Shelton
Shelton -- I KNOW! I was FLOORED!! I do the same thing when I come across people that actually do what they are supposed to do and do it well. :-) And yes, it happens far less than I would wish.
The selfishness and lack of manners in today's society is appalling. Unfortunately, People are just imitating what they see in our Popular Culture i.e TV and movies..
Robin -- Agreed! And agreed! Personally I think its sad that the moral majority has accepted this as the norm. :-(
Thanks Clint for the great article. I think even the most experienced agents need to be reminded we need people just as much as they need us. Only way to keep them loyal is to show that you truly care about their needs.
Clint,
Great post! Thank you for sharing this story. There are the pushy sales people and then there are those inattentive sales people. I never liked either one. I like it when I am properly greeted when I enter a store and asked whether I need help to find something. If I am looking for something specific, I am happy to let me know, otherwise, I will tell them that I am just looking, as simple as that. Customer service is key for retail stores as well as in our industry. Good customer service generates loyalty and additional future business.
Congrats on the feature as well as on reaching the 100,000 points milestone!
Clint,
Thank you for this very telling post.
As real estate agents, we are always in the public eye. that means always being courteous, especially treating others as we would like to be treated. It sounds so simple, you would think that everyone would act this way. Sorry to say that's not the case.
Have a great day,
Linda W DeRusha
Clayton NC
Anon -- And that is really the point here. Agents need people. So, they need to treat them as such!
Gerry -- Thank you so much for both the comment and the accolades. :-) Much apprecaited on both fronts.
Clayton -- Youre so welcome. Yes, and it is the public that agents service. So, why think that you are a the "sacred cow" when you are attempting to feed at the public trough! :-) Be human and treat your clients as such and you will be fine.
I would not only not buy my shoes in that store, I would report her to the store manager...
Brian -- Done and Done. :-)
Hi Clint, great post. What amazes me is the lack of basic manners agents have in my market. They do not know how to answer a phone, if they answer at all. I am a newer agent, in a career change and I can tell you from my previous business these people would not last a week.
Glad to see Realtors, who are parents teaching their kids manners. I grew up in a big Italian family, and god for Bid, if I did not say thank you or please.
Congratulations on two things: your featured post (great job) and passing the 100K mark in the Rain! You rock!
Mike in Tucson
Great advice, short and simple. Back to the Basics is all thats really needed when you get down to it.
John -- I would have to agree that basic manners are incredibly important.
Mike -- Thanks....and, Thanks! :-)
Ken -- Thank you! Im in complete agreeance with you, actually.
Thank you for the great reminder of how we should all take care of our people and our business.
Alice and Jim -- Good to see that you get it. :-)
Sales skills people forget that on a daily basis.
Mike -- Amen!