I was watching one of those real estate shows on HGTV the other day, you know the one where the couple sit next door watching a small TV as a real estate agent goes through their home offering their critique of the property. As with many topics on TV, shocking or confrontational behavior sells. I found myself bothered, not by what the agent was saying, as I thought she was right on the money, but rather how she said it. I thought to myself, okay it is just television and people don't really act that way in "real life". Well, I had a true reality check during a recent encounter with a potential client.
I met the client at her home and noticed that right off the bat she was apologizing for everything. She even wanted to know if she had hung the toilet paper roll the right way. Oh my gosh, I was thinking,"Why is this person so nervous?" As the property review went on it started to come out that she had met with another stager who had given this poor person the feeling that she had done nothing right and that in truth the house should be leveled rather than shown to buyers. I wish I could say that I was exaggerating but if I am it isn't by much.
I told her she had a lovely home which was absolutely perfect for her and her family. (It was) At this, she began to cry. "Whoa, where was this coming from", I thought. She began to open up and tell me that they were moving back to their hometown to be near a parent who had been recently diagnosed with a serious illness. As she spoke, I realized this poor woman had an incredible amount on her plate and was stressed beyond belief.
Were there things that needed to be addressed in the home to prepare it for sale? Absolutely! It is our job to help home sellers to objectively see their home become the product that it is and what needs to be done to get top dollar. How we go about that makes a huge difference in how the seller feels about the entire staging experience and it's value. So here are a few things I was reminded of with this experience.
We can deliver some of the most difficult news if we make it a point to be kind and compassionate.
We need to honor the homeowner, their taste and their possessions regardless of whether their taste is in line with our own.
We must remember that a person's home is their protection and safe haven from the world. We are privileged to be allowed inside.
Words like disgusting, gross, filthy, obnoxious, (well you get the point) need to leave our vocabulary. They accomplish nothing but hurt feelings.
By carefully choosing words that represent the point I am trying to make, and which allow clients to maintain their pride, we all win.
We can still be clear about what needs to be done and speak kindly, with honesty and sincerity.
If we can remind ourselves of these things before we speak we will find a greater level of success and know that by honoring the people we serve, we are honoring ourselves and our profession.
It is absolutely true that people don't care how much you know, until they know how much you care. Take the time to deliver your message in the kindest and most caring way. It will come back to you tenfold and enhance your reputation as a true staging professional.
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