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training: They Wanted to Preach to the Choir - 04/16/12 08:17 AM
 
Something happened outside of real estate recently that struck me as applicable to not only our efforts to help sell real estate but also real estate industry discussions, such as those at association meetings and ActiveRain.
I serve on a leadership council for a state-wide business organization. In a recent meeting, one of the members suggested that to spread the word on an issue of concern, one of us should spend time with a specific talk show host that is known to have views common with this organization.
Hmmmm.
I may have been overly direct but I commented that while it … (13 comments)

training: Don’t Let “Loaded Questions” Sucker You Into a Fight - 03/18/12 06:55 AM
There is an old joke about the witness under oath in court that is asked by the opposing attorney, “True or False only, do you still beat your wife?”
In so many discussions I see this type of “loaded question,” particularly on topics that are driven by self-esteem issues or emotional thinking. Oh, they are not as obvious as the joke, but they are still present.
“When is your team going to stop cheating?”
"Does your lender still forge documents?
“Why do you always want to hurt me?”
“Why do those stupid referees always rob us of our wins?”
“Why do … (2 comments)

training: 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)

training: I Have Attention Fatigue Syndrome - 03/01/12 01:02 PM
 
Hello, my name is Glenn and I have AFS, Attention Fatigue Syndrome.
Each day I am bombarded with advertisements, emails, phone calls, mail, and face-to-face meetings. Then throw in headline news, tweets, posts, voice-mails, newsletters, webinars, seminars, classes, and radio. Even my dogs sometimes ask for my attention (which is actually rather sweet and probably healthier for me than tweets and email).
The barrage of information and distractions is never ending, many times with demands of immediate responses to even mundane requests. “I sent you a text 10 minutes ago about moving our lunch meeting, why haven’t you answered already?”
… (1 comments)

training: What Used To Work: A Lesson to Overcome - 02/14/12 04:11 PM
 
I think it is safe to say that the real estate industry is at crossroads. Big changes have taken place. More changes are coming, even if there is uncertainty of exactly what those new changes will be.
All this turbulence has exposed a big problem for many real estate professionals: What used to work is often now an obstacle to success.
OLD HABITS
The old way is an easy habit. It may be socially accepted and even expected. It is comfortable and comfort makes us feel safe (even when we aren't). Old habits don't require as much thought. Others may not … (0 comments)

training: Ignoring the Right Answer - 01/13/12 01:57 PM
In hearing many stories, including those on ActiveRain, I am struck by how many people are upset or angry at other people for their own failures. While in many cases this appears to just be a blatant blame game, I think it may be something a little deeper.
I see way too many people, including many real estate professionals, who often hide or ignore the right answer because it seems hard or difficult. They dismiss the correct answer, hoping to find a shortcut. Or hope the problem will go away or maybe someone else will solve the problem for them. Denial and avoidance are common … (0 comments)

training: What if I train them and they leave? - 03/03/11 04:28 PM
 
When discussing training for staff and their team, I have had more than one prospective client express concern about the effort and expense. 
One of their biggest fears is, "What if I SPEND all this time and money to train them and then they LEAVE?"
My response always seems to surprise them. "What if you DON'T TRAIN them and they STAY?"
Then I shut up and let them consider this. The facial expressions are often very interesting at this point.
What happens next? Typically, we begin to talk about why people leave or stay with a firm. While it is true that if the person … (45 comments)

training: Birmingham, AL - Free Workshop: Communicate to Succeed! - 07/14/09 10:31 AM
We all have a specialty language that other see as "nerd speak" even if you don't.  While that language may be great when working with colleagues, what about customers?  Do they get it?  Are you sure??
Come learn why customers, service providers and even colleagues fail to hear you... and what you can do about it!
Feel Your Message Gets Lost (or Ignored)? Learn Why! We are All in Sales... Even if We are Just Selling Our Ideas! Quit Pushing Your Ideas… No One Wants to Be Pushed! Don’t Communicate to Impress… Communicate to Succeed! Know How to Say “No” for … (4 comments)

training: This is Easy... as Long as Nothing Ever Goes Wrong! - 07/05/09 08:21 PM
This is Easy.
What is "this?"   Well, most anything and everything.  
But, yes, there is a catch.
You see, most things are generally easy... as long as nothing ever goes wrong.
Most jobs are harder than they look.  So are most lines of business.  And the better someone is at their job, the easier it looks to everyone else.  That is why so many people think others are overpaid.  They assume that because it looks easy, it must be easy. 
But business, project and life rarely go without a hitch.  The "hitches" are where the real professionals get the chance to … (3 comments)

training: Impress or Success? - 06/28/09 10:17 PM
In all business discussions, there is a goal.  Maybe not a stated, written-on-a-mission-statement type of goal.  But there is still a goal.
Perhaps it is a goal to share information, impress someone, close a deal, make a sell, make a purchase, make a referral, learn something, teach something or even avoid answering a question.
A challenge for many people in business communications is that they may not keep in mind the goals of a conversation.  They may also not understand or keep in mind the goals of the other people in the conversation.
A very common mistake in business discussions is … (3 comments)

training: BIG WORDS are Not Your Friend - 06/13/09 08:28 AM
Big Words.  Jargon.  Lingo.  TLAs (Three Letter Acronyms). 
When striving to communicate for success, these are not your friend.
Why?  Because most of the time the person you are talking to is not understanding.  Essentially, you are talking AT them, not with them.  And isn't the point of talking to communicate an understandable message?  
Why do people talk this way?  A number of reason:
1.  They think it impresses people... "See how smart I am!"  Sorry.  They just think your a geek... or worse.
2.  They have not developed any other ways of talking.  I suggest they read more and record … (11 comments)

training: Can You See Yourself? - 06/02/09 05:27 PM
Whether visiting a business, dining out or even reading AR posts and comments, I often wonder... are customers just an unwelcome interruption to most business people?
I see agents demanding proof of funds before beginning ANY business relationship (or even any effort).
I see cashiers talking on their cell phones.
I see title insurers sending out error-filled binders.
I see sales people stop mid-sentence with me to answer their cell phone.
I see customer service... that isn't customer oriented and isn't service.
I see businesses that won't return phone calls or answer emails.
I see so-called professionals that expect business just for … (46 comments)

training: Tool More Powerful than Twitter, Facebook for Generating Business - 05/27/09 09:13 AM
There is a tool more powerful than Twitter, LinkedIn and Facebook that often goes ignored.  You. 
Sometimes we can all get stuck looking for a new tool, gadget, resource, system, short-cut or concept that we forget to stop, think, work.
Twitter, Facebook and all the other social media tools are just that: tools.  It is up to you to use the appropriately and remember they are tools, not answers, solutions or shortcuts.
I see so many business professionals exclaim the value of these tools as exclusive answers.  They are not answers, they are resources and resources that should be an appropriate part of your … (9 comments)

training: Can you "Be the Buyer?" - 05/12/09 10:01 AM
I see many posts about how people qualify the customer by asking that the customer do some action or present some letter in advance.
For instance, comments such as, "I don't show houses to anyone that is not already pre-approved.  If they are serious, then they will have already done this.  Otherwise I don't waste my valuable time."
Hmmmm.  Two questions:
1) Would you want to do business with this person?
2) Is this person you?
What works for you as a buyer?  My last four property purchases I did not have a prequalification letter but was very capable of making the … (12 comments)

training: Perspectives. We all have ONE. Successful People have MANY! - 05/03/09 08:08 AM
Perspective.
We all have one.  Most successful people have many. 
You hear people describe this in other ways, such as vision, understanding, success, and leader. But watch these successful people interact with others, listen to what they say and who they say it to, find how they can see problems from more than one direction.
If you want to find the best professionals to help you, find the ones that understand perspectives.  
They operate differently because they work with the understanding that everyone else has a different perspective.  They also tend to operate with the understanding that everyone else believes their individual perspective is "right."
If … (4 comments)

training: I was a customer ... and Remarkable Service Broke Out - 04/12/09 08:23 AM
So yesterday I'm having lunch at a local chain restaurant, one of the fast-casuals as they call them (order at the counter, they bring the food to your table, they bus the tables).
And Remarkable Service Broke Out!
And by remarkable, I mean I literally "remarked" about it while still there.
A girl from the counter comes over and asks if I'd like a refill of my tea.  It was in a clear plastic cup and we could both see it was about half gone but not empty.   I looked at my cup and said, "Sure" figuring I don't really yet but … (4 comments)

training: "Think BIGGGEEERRRR!" said my late, dear friend Roger - 03/09/09 03:00 PM
My dear friend from college, Roger, passed way a couple of years ago after his third battle with brain tumors.  I miss Roger but I don't mourn him.  I've felt that he embraced life so much better than almost everyone else I know that to mourn would be disrespectful to him and how he lived his life.  BIGGEEERR!
"Think BIGGGEEERRRR!"
Even in college, Roger would push me forward on all sorts of things by saying, "Think BIGGEEERRR!" as he held his hands far apart, like a fisherman exaggerating his catch.
What would happend?  I would think bigger.  And he would say again, … (14 comments)

training: The Customer Won't Listen to Me!!! - 03/08/09 10:37 PM
I hear many people complain that the client...
Is paralyzed on deals (or potential deals) by the horror stories on the evening news. Won't listen to the facts. Can't make a decision. Keeps changing their mind. These clients are clearly in charge.  They are leading and everyone else in the business deal are following that lead... and often complaining the entire time!
Now, if you are of the school that says "the customer is always right" then I have two questions for you. 
1.  If you really believe that the customer is always right, then there really isn't anything to complain … (4 comments)

training: Expectations - 03/02/09 02:36 PM
If I had to describe in one word what the difference is between deals and projects that have gone well and those that did not go as well as we would like, that word would be "expectations."
Typically, projects that we come behind to clean-up or even just assess suffer greatly from unmet expectations.  In many cases, each party involved had different expectations at the start and the difference often grows over time.
When you have clients, staff and even management that is not an expert on the details of the deal or project, they often assume things that no one … (6 comments)

training: A so-called potential client beat and robbed me - 02/19/09 10:15 PM
They wouldn't stop, demanding more.  They seemed to think that I had more to give.  Retrospectively, it was clear they had done this to many others.  
Maybe they were desperate, maybe they were afraid, maybe they were just bored.
It started normal enough.  A great discussion on the phone, a planned meeting to discuss moving the deal forward.  I thought they were real customers.  They seemed interested enough and said many of the "right" things.
We met and talked.  They seemed professional and sincere.  But as the discussion moved forward, it eventually became apparent this was not what it appeared... at least … (12 comments)