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business communication: Lots of Data (and I Don't Care) - 05/05/12 05:39 AM
I'm guilty. Because I like facts and data in my decision-making process, I can tend to give others to much data (as in more data than they want, at least for the short-term).
Of course, I'm not alone in this and the problem is not just in real estate. I had a recent call from a salesman. It was a cold call and the gentleman was polite enough. Quickly he started to explain all the reasons the services they sold were great. Industry statistics, testing results, number of current clients and the like. Lots of numbers.
The problem was, I honestly didn’t … (5 comments)

business communication: Most People Don't Bother Listening - 04/27/12 02:20 PM
 Before I pick on others in our real estate industry, let me say this real listening is a problem everywhere. There have been several studies that show that on average, doctors let patients talk for about 23 seconds before interrupting. Some doctors interrupted after only three seconds. Once interrupted, patients are often times reluctant to go back to their story. In many instances, the doctor suggested something that then altered the patient’s explanation, frequently through the power of suggestion.
When I have a problem with something technical, I generally have done extensive troubleshooting before calling (or emailing) technical support. Usually my call … (3 comments)

business communication: Your Waiter Can Teach You About the Importance of Attitude - 03/08/12 04:43 AM
 
Ever have a waiter in a restaurant that was efficient, polite, said the right things, got the order right, kept beverages refilled but yet for some reason you thought, “They don’t want to be here”?
The waiter did nothing wrong. Yet, something didn’t feel, well, warm, or connected. It was just not an engaging experience.
How did that make you feel as a customer?
Now for the real questions: Have your clients ever felt that way about you? Do you take the time to pay attention and even notice?
Even if every one of your clients loves you, I bet … (5 comments)

business communication: Did You Think I Was Listening? - 12/21/11 03:10 PM
 
I recently saw a young man wearing a t-shirt that said, “It’s funny how you think I’m listening.”
There are times I believe we all deserve such a t-shirt. Not because it is funny but because of how often we poorly communicate. We are all guilty of not listening at times. We're thinking of what to say to clients instead of hearing their concerns. We daydream or think about our problems or the upcoming weekend. We pretend to listen while checking Facebook and texting.
I believe one of the reasons that video telephones have yet to become mainstream is that … (32 comments)