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If You Don't Respect Your Own Business, Then Why Should Your Customers?

I've heard it time and time again. It typically starts out with "Business is slow..." and is usually followed up with, "It must be the economy." or "People just don't get it." (refering to the service they are selling). Now, I can't speak for other industries, but I'll share my experience of what I do know, what we all have been hearing and why it seems that I have been hearing it more and more.

Is this how you dress for an interview?

Without showing my age (too much), long before I entered into Home Staging and Interior Design I worked for MANY years as a Human Resource Manager, Recruiter and Trainer for an Interntionally known "jeans & t-shirt" retailer (as well as many more before THAT) and I can't tell you how many times I wanted to slap the head of a teenager who would come to our "jeans & t-shirt establishment" for a JOB INTERVIEW in a tank top and flip flops and think that it was "ok".

That being said; why then do some "Professionals" feel it is acceptable to do the same when they are grown adults? If you cannot get to a meeting in decent attire then what is that saying about YOU and more importantly, YOUR COMPANY? Especially in a profession such as Home Staging where we often toute, "Your home gets one chance to make a great 1st impression." And this little rant of advice goes beyond mere image.

However, I have been told by two recent clients that the reason Platinum Home Staging, Inc. was awarded the job was because of how we came to the first meeting, or interview, with the Home Owners. Yes, we dress up just as if we were going to a job interview - because we ARE. One Seller even commented, and I quote: "The 'other' stager looked like she was in her pajamas and I didn't think we'd be able to get the home staged at the level we would like it be because of the way she presented herself." YOU only get one chance to make that great 1st impression, not only for YOU, but for your COMPANY!

Is your phone ringing? ANSWER IT! If you didn't get the chance to read the comment left by Erik Hitzelberger in this blog post please do so. He says that 5 of 7 Home Stagers NEVER EVEN RETURNED HIS CALLS?!?!?! Maybe they are already out of business, and if they are not then they soon will be. Unfortunately I personally have heard this from a Realtor who's Sellers were willing to pay a premium price for our services to Stage a home since we had to travel outside of our normal service area. Why? Because THEY had called several Stagers, and THEY never got a return call either. Unfortunately, when I did try to refer them to Stagers in their area, 2 of the 3 were companies they themselves had already attempted to contact. What's the point of having a business if you can't ever answer your phone or check your voice mail? If you're too busy, at least call the client and let them know. If you are no longer in business, disconnect the number and stop advertising. If you are going out of town, update your voice mail to say so and when you will be returning.

Time is Money we all know it, we live by it, most industries charge by it. So why then would you show up to a meeting late? I try to make a point of always being early to appointments and nobody KNOWS traffic, like us in Los Angeles KNOW traffic - but you know what I'll admit it, I LOST a bid recently because I was late. And you know what, I deserved to lose that bid. That poor Realtor took time out of his busy day to meet ME and I was late - serves me right! On the other hand, I learned my lesson and on another recent bid I was 10 minutes early. The Seller specifically said that I was awarded the job, "Because in the land of late, you were early."

OK, lastly I have to mention websites. I do NOT have the most professional, glitzy nor glamorous website on the web. What I DO have a pretty darn good SEO and Google juice (might I add I designed and maintain my website MYSELF from scratch) and I am updating it constantly. As Stagers we are constantly mentioning how Buyers shop the internet for homes first, well you know what? They shop the Internet for Home Stagers first to! One local Home Stager website has a picture of the Owner in a strappy tank top, floppy sun hat with dark sunglasses and shorts. Now I'm just saying, but I felt like hanging a sign around her neck that reads, "Would you hire me?". You also need to make sure that YOUR website photos are of your best Staging work and that they are updated frequently WITH YOUR OWN WORK. Don't just throw up some pictures and think that you're "done" - your website is your virtual business card.

This blog is NOT a rant. I am just trying to put it out there that YOUR BUSINESS and success of it is completely in YOUR CONTROL! If you can't respect your own business, then why should your clients? Just my $.02 spend it how you wish.

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Platinum Home Staging, Inc. Home Staging Los Angeles, Los Feliz, Hollywood, Hancock Park, Sherman Oaks, Encino, Canoga Park, Van Nuys, West Hills, Northridge, Simi Valley, Moorpark, Wood Ranch, Thousand Oaks, Calabasas, Oak Park, Agoura Hills, Westlake Village, Newbury Park, Camarillo, Oxnard, Ventura, Santa Barbara, Malibu

Posted by Connie Tebyani, Platinum Home Staging Los Angeles to Santa Barbara on 09/04/2009 04:53 PM

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64 Comments on If You Don't Respect Your Own Business, Then Why Should Your Customers?

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Connie, you make a lot of great, common sense offering in this post. It's always proper to dress in appropriate business attire when doing any job. We are what we project!

This reminds me of a meeting scheduled with a family we were meeting for the first time to take them on a tour of homes for sale in an upscale community. I was taking a new agent on the tour with the buyers to demonstrate "how to show a home".

Good grief. The agent popped in dressed in short shorts and a tank top and sneakers. I quietly took her aside and sent her home. No way she was going on a tour with new buyers dressed like she was out for a run.

You've got a good handle on what it takes to succeed in any business. Know your business and act is a businesslike manner.

As for timliness, it's not an option. I'm always early. If for no other reason to make sure I'm never late.

Connie - I hear some of the same complaints from people regarding my competition. If we can't present ourselves as professionals, how can we expect our clients to treat us as professionals. The two go hand in hand.

Connie: Fantastic advice and great comments! When I was younger I worked for a company that actually kept an electric shoe shiner at the back door as a reminder to spruce up our appearance before we left the building on an appointment. At the time I was a home appraiser and I went out on almost all my calls in a suit! Now THAT is making a statement for the company! Especially in the banking and mortgage business, it is wise to BE, ACT, and LOOK professional.

Thanks for the great post and helpful suggestion regarding appearance ... and what they say about us!

Hi Connie - It is not just for home stagers. When I am going on a listing presentation, that is most certainly a job interview, and I treat it as such. Not only that, but I just want the image of my business to be one that is professional and successful. Hard to do when you're dressed for the beach!

Connie, professionalism in all the shapes and forms you mentioned needs to be top priority with our potential clients. We DO NOT get a second chance to make a first impression.

Couldn't agree more with the above comment made by Gary Woltal.....

You get one chance to make a first "good" impression.

Patricia Aulson/portsmouth nh home

Hi Connie -- If you were in our marketplace, I would hire you in a second. It is truly mind-boggling how many people don't realize it is an interview and to prepare, dress and act like it. After all, you are asking someone to hire you.

Excellent post, Connie. It comes down to being a responsible adult and basic good manners. One of the realtors who has been responsible for a good portion of our business first called us because another stager never returned her client's calls. Boy, I'm glad we answer our calls!

Great points Connie. Professionalism is important. Thanks for the reality check and ooooo lateness is my pet peeve. I try to never be late and always early--because the early bird gets the worm! Thanks!

What a great post, and just for the record...I didn't think it was a rant at all! We should be judged a little bit closer and held to a higher standard because we claim to have a handle on image. I couldn't agree with you more, we need to present ourselves as we do our work.

That's exactly it, Ed, common sense. Or what one would think it would be.

Wait, Lenn, is that you?! I hardly recognized you! I'm a stickler about being on time, or rather EARLY to my meetings and appointments. It killed me to be late for this ONE and I lost out because of it. Imagine what business must NOT be like for those who think it's OK to be "fashionably late".

Thank you, Donna, exactly my point.

I like the idea of the shoe shiner next to the back door, Gene! (let me guess, it was red & black, right?) I often wonder if some even take a quick look in the mirror before coming into appointments or interviews. You would NOT believe some of the things I saw when interviewing our future leaders back when I was in HR.

Absolutely, Susan, professionalism in all its forms are key to being successful and presenting your COMPANY in the positive manner as well. It's especially hard here in SoCal where in some areas a jogging suit seems to be misconstrued as "office attire" in the work place.

Thank you, Gary. We don't get a second chance, not when it comes to business and in my industry where "impressions" are literally everything it makes me wonder what some people are thinking (or the very fact that they're NOT thinking)

Patricia ~ Thanks for stopping by and commenting

Darn it, Chris, you're in Ohio... Have bags, will travel ;) Mind-boggling it is, which is what prompted this post.

Keep answering those calls, Laurie! What a simple thing to be paying off so splendidly!

You're right, Lori, the early bird DOES get the worm!

Yours snuck in there, Sharon. and I could not agree with you MORE that as Home Stagers, "We should be judged a little bit closer and held to a higher standard because we claim to have a handle on image" Amen, Sister!

I totally agree, great advise. I will look for your business when I need home staging done:)

Connie-another good post. I had a fairly recent client who reached me because some of the Stagers in his area had not returned his calls. In ANY profession, it is so important to treat your clients, your business and yourself with respect. Answer all calls in a timely manner; dress professionally; behave in a professional manner.

I am hearing this more and more about the no call back home staging businesses too. As our business is about making a good first impression for buyers we should truly focus on making a good first impression to our clients before we do our work. Great blog Connie!

Aloha Connie,

I like to use the term dress for success, ironically however, I am sitting here at the office in slippas (flip flops) and an Aloha Shirt and shorts. Ok, it's Aloha Friday here in Hawaii which is the equivalant of casual Friday on the mainland and Hawaii casual is, well... casual. Anywhoo even in Hawaii we avoid showing up in our Locals and put our trousers on when we go for an interview. I usually thumb my nose at convention but when it comes to providing services to our clients it's important to look and act the part. It's Donna Reed all the way when it comes to the presentation and we save the board shorts for the pau hana(afterwork) picnic. Congrats on the feature!

Peace,

Wow! Great Rant! and all so true. It is a profession, home staging. Oh gee, that means home stagers are professionals. Hmmmm . . . time to look like one.

I have had occasions where I am staging a vacant, slumping furnishings, loading and unloading and, because of time constraints had to momentarily depart to meet another homeowner to give a bid, therefore not that professional in appearance, but obviously a dedicated hard worker.

When this happens I quickly explain I am on another job and cut out momentarily to accommodate their schedule. I apologize for the less than professional appearance. I have never lost a bid that way and they know I am a hard worker.

So, one way or the other -- act and look the part.

Great post Connie - I prefer jeans and a t-shirt, but (especially when FIRST meeting a new client) I dress the part. Of course as far as the being on time, well, I don't see how ANYBODY is on time in Los Angeles area with the traffic!

Connie-I agree, if you want to be treated as a professional, please act like one.

It took me a while to do the things I do today. Just this evening, I stood up to my clients and said No. But I feel so proud of myself for doing so.

Thanks for bringing this out in the open.

So many self employed people dress like slobs or if they are going out to fix the car. Or they don't answer the phone for days. It's not a wonder they are slow.

This is an excellent post, and I enjoyed reading it, along with the comments. The DRESS FOR SUCCESS phrase still stands, and goes a long way. When we dress the part, we are more inclined to project professionalism & to act the part. Thanks, Connie!

Being sharp and successful business person does not require permanently ingrown suit and tie. You can do a lot of business at home wearing nothing and still make your clients happy and maketimely phone calls. By the way I observe with great interest people who insist that being professional is absolutely tied with an appropriate attire. To claim that, one should follow modern fashion trends and understand that wrinkled shirt, stripy tie and beige khakies do not make anybody look professional.

So whoever insists on appropriate attire at all times - be the sharp dresser! By the way, do not forget the perfume or cologne should match the occasion and your style too.

Thank you, David, and welcome to AR. I look forward to getting your call!

You hit the nail on the head, Kathy. But this "no call back" seems to be epidemic, which is concerning.

Thanks, Karen O. One thing that bugs me is that just as in ANY industry, especially one that still seems to be in a somewhat juvenile state, how this reflects on the rest of us who ARE true Professionals.

Aloha, Kimo, I completely get what your saying, but I surely wouldn't show up in a mui-mui. Wouldn't THAT be a sight! Somehow here on the mainland, casual Friday went a little awry. (Is this featured?)

Karen D., I have had that same scenario as well. I have actually "warned" them ahead of time if this is going to be the case to be able to accommodate their schedule. But I think this has only happened once or twice over the years. I try to avoid it.

LOL, yes, Emily, I prefer jeans and a t-shirt to, but those are only permitted on days we do installations and even then they are COMPANY t-shirts... as for traffic in Los Angeles, you get to know the ways around to avoid it, unless there is a sigalert (freeway closure)... but even then, nobody asks, "how far is it?" we ask, "How log does it take to get there?"

Thank you Dora and Vincent ~ not sure which one, but thanks!

Good for you, Loreena, for standing up for yourself, what you believe in and what you hold to be right!

Russ ~You're right. Often times while working the 9-5 we all b*tched about "being our own boss" and "setting our own hours". Well as a Business owner, EVERY Client is now YOUR BOSS. You no longer have 1, or maybe 2 bosses, you now have 20-100 bosses and they all want to feel like they are the ONLY one. Dressing like a slob for any of them is inconceivable.

Your welcome, Mara, and thanks for stopping by!

I could not have said it better myself! Excellent post Connie. Three cheers for you!!!

This makes so much sense. We need to make the proper impression on clients.

Connie, have those unanswered calls forwarded to me! I'll do phone consultations! Your points are well taken about professionalism.

SEP

Connie ~ good reminders to all readers! As home stagers we're in the business of "first impressions" so ours had better be good when we meet with clients. I'll never forget a few years ago I met with a Realtor who showed up with dirty long hair, tired old jeans, and sneakers. There was no professionalism in her appearance, or in her performance.

It's amazing isn't it, we want people to take us seriously but we don't take our own business seriously? I love the business card with the glamour shot photos or the low cut blouses, seductive poses, what are we selling??? oh my...Well job security for those of us who know we are in business, ehhh? Thanks for the well written post.

Professionalism starts with an in depth understanding of the client's problem that you're there to solve.

CONNIE- everyone one of your points is well made. Dress for Success, Be On Time and Run your business in a professional manner.

Good lessons Connie. We are always discussing dress code at our office and how your conduct yourself during offer presentions, many offers have been won because of personality. Being on time? Working hard on that one!! Isn't army time 10 minutes early for appointments?

Connie, I always dress professionally for a first meeting - although attire may differ for different types of prospects. I may get more casual later as we become comfortable with each other.

Darn. I was going to wear jeans to my inspections this morning on our wet muddy day, but after reading this, guess I'll get out the slacks and suit jacket! :-)

Connie, I think you now have a way of expanding your business, Staging Realtors.

Connie - What an excellent post with all your points clearly spelled out. Thanks.

Excellent post, Connie. Congrats on being featured! Thanks for the link to the other post as well - I had missed that one

Connie: Great post. I have learned over the years that when I dress to compliment my clients, it makes them feel more comfortable and allows a better connection. I feel I am always dressed appropriately. If I am at a home inspection, I am in jeans. If I am meeting a client for the first time, I am slacks and a blouse. If it is 110 degrees and I am showing property, I am in nice Capri pants (not shorts) and a top (never tank). If I am meeting an executive, attorney, doctor, etc. I am in a suit! After my first meeting, I dress how my client dresses … to harmonize with them and create a stronger connection. It works well for me!

Connie, thanks for reminding us of the importance of first appearances and what that all means. I agree whole heartly with you on all of the points.

I agree that it's necessary to dress professionally for a presentation. We used to extend the same policy to meetings with individual Realtors here to give them a consultation. But we've toned it down a bit. Why? Because we take our cues from the Realtor community. When I lived in Poenix, Realtors were more often dressed "businessy" (albeit minus stockings and suit jackets in the dead of summer). Here in norhtern Idaho, people are much more casual. When we started out we began to feel the Realtors were actually bothered if we over-dressed. I think it made THEM feel unprofessional. So we have adjusted our consultation attire to be neat and tidy and stylish but not too business-like.

You go GIRL I can't belive with business the way it is that anyboday can just let clients slip away. Well just know that there loss is our gain.

Valerie Pugliese (Designs by Valerie)

Congratulations on the feature Connie. All good points. If I'm going to be a few minutes late, I always call ahead. And I agree with Wendy Carroll above. I am always neat and tidy (sometimes stylish), but I usually get a better response from homeowners if I am not "dressed up" and look more "hands on".

Independant Broker Realty (comment #24) - You need a name, too antonomous with the no name & sunglasses. ;) I'm not huge fashion buff, but you're right a nicely pressed shirt would be nice. And please note: too MUCH cologne or perfume is just as bad as BO.

Than ks for commenting, Cathy Lee (XO) & Christine

I'll take those unanswered calls, Beverly =D

You're right, Maureen, and althought there may be some exceptions to the rule that does not sound professional, not matter where you might be located.

I have to laugh, Terrylynn, sometimes I think my picture might be construde as a "glamour shot", but no low-cut blouses here. ;) At least it is recent and looks like me TODAY.

You're goig a little phsyocologically deeper than this post, Will. Yes, we are there to help our clients and solve our prolems, but no matter how good we may be at our chosen profession; would they take us very seriously if we showed up in bunny slippers? How about if they called us 3 times and never returned their calls, why would a customer then want to even meet with us if it took them three tries?

Thank you, Florida Pines, I appreciate it

Hi, Al & Peggy ~ my watch is actually set 5 minutes FAST and I still "freak out: sometimes

Connie,

All excellent points...just don't judge me too much if you see me @ Vons in flip-flops :)LOL

Thanks for the post!

Hi Connie~ If we want to be treated as Professionals, then we have to act like one. I agree, aappropriate dress is important. I also agree on that too much perfume or cologne can be just as offensive as body odor!

Connie, ever since I can remember I have heard, "Dress for Success," but there are many business-related meetings I have been to where I wouldn't think of wearing a three-piece, pin-striped suit. The proper phrasing should be, "Dress for the occasion." If you're trying to get a job or land a contract, dress appropriately. Your post was filled with good advice - I didn't think of it as a 'rant' at all.

Great post Connie. If you don't respect yourself and your appearance, then neither will anyone else! We need to dress for success, be on time and put our best foot forward. Most people only interview two Realtors before choosing (sad, I know). I only have to be better than ONE other person (on average). I bring the papers because I know that I already have the job.

Good point, Brian, as the relationship progresses you also want for your client to feel comfortable as well.

What do you mean, Lori? You can't wear galoshes with a dress?! I saw one of the "Housewives of New York" do it - so can you! LOL Just kidding of course, I think the fashion Gods will let it slide just this once ;)

OOOoooo, I like that idea, Joe! "Staging Realtors" HHmmmmmmm

Thank you, Debbie & Beth. Glad I was able to also bring attention to other blog as well.

Kathleen ~ Sounds like you've got it all figured out and more than on your way.

Thanks, Connective Realty!

I have to agree with you, Wendy, as Kimo also mentioned; different geographical areas will require adjustments where necessary. However a tank & flip flops are never appropriate. Not returning your clients calls, always unprofessional.

Hey, Valerie, thanks for stopping by and playing in our little puddle in the Rain!

Good point to call ahead if you ARE going to be late, Michelle. When we deal with sigalerts here in SoCal it's kind of inevitable. Don;t get me wrong, when it's 110 degrees (like it now) I don;t show up in a suit, but a nice blouse & shirt or khaki's would suffice.

Patti ~Would you believe I got your reply via my iPhone while was in Vons in my flip-flops - LOL! But I'm not there meeting any clients ;)

Your welcome, Clay

Thanks, Vicki, sometimes I feel like I'm going to pass out by the amount of perfume some people have on.

You're right as well, John."Dress for the occasion" definitely holds true here. I wouldn't expect a handyman to show up in a suit & tie, but a clean shirt (even if it was a t-shirt, as long as it's CLEAN) would be nice. Glad you didn't think it was a rant, wasn't meant to be be sometimes I come across that way.

I like your style, Mark, you're obviously proactive and successful. (but sad that most only interview 2, but it is reality)

I appreciate you comments and understand. I am one of those guys you can put a suit on, but I still look like Larry the Cable Guy. I am big and clumsy. I usually where a tie to my first meeting with people. However, what I sell them with is my knowledge and my direct approach.

For a home stager your dress is probably more important. If you cannot dress yourself up how are you going to dress up a home?

Wow Connie, excellent reality check, as a Stager you sell image is not the time to be sloppy.Great post.

Hey Connie,

Your post is right on point. As a home inspector I notice that people are impressed when I arrive early for the inspection , and they feel much more comfortable and confident in my services. Many people even notice how well kept my suv is. All these little things adds up to greatness.

Connie,

Good post. We had several "realtors" in our office who constantly showed up in the office in beach attire. The all gone now.

One Sunday afternoon at an Open House, a young visitor asked me why Realtors always dressed up at Open Houses. I told her it was our way of letting visitors to the house know they are important. And I guess I believe that's true.

Sometimes in laid-back California it's a rarity, but that makes it even more important and impressive.

I must confess I have fallen victim to dressing down. I would tell people that it was my 20 plus years of knowledge that people wanted not the way that I was dressed. Then I noticed business was dropping off and as you said I found multiple excuses. It was my wife that pointed out the correlation to my attire and the recent weakness in sales. So I went back to business attire and along came the business again. Coincidence or not I am a believer.

SEP

I think it depends on what I'm doing, a presentation vs. a consult., etc. Sometimes, going from a warehouse to new construction to a consult can be a challenge. And then you have our crazy heat and humidity, that's a whole other can of worms!

Oops! Now I know why I do not get enough listings!!

I always try to have my suit on when meeting clients or while showing...unkess it happens to be a very hot day.

SEP

We don't think you're big & clumsy, Gene ;) Are you couldn't be more spot on when you said, "If you cannot dress yourself up how are you going to dress up a home?" Which is exactly what one client recently stated.

Yep, Maria, you're right!

Funny you should mention your SUV, Eric, not that our car should matter. But I also try to routinely make sure my car is at least washed before a big day of appointments. Not sure why, I just do.

And rightfully so, Terry. I imagine it would be hard to convince Buyers/Sellers to entrust their most valuable asset to a Realtor in beach clothes.

Lottie ~ yes, it would make me feel a little more "important" if someone took the little extra time to make themselves presentable. So I guess I want to make my clients feel the same way.

Mark, your wife is one smart cookie ;)

I had a similar situation, Cindy, where we were spending the morning organizing the warehouse and then had a last minute consult that afternoon. I swear, now I keep an extra blouse hanging in the back of my car for just such occasions. SO even if I am in jeans, at least the top half of me is neat and clean.

No jacket required in 90+ weather,Rajeev. Thanks for commenting

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Just wanted to make a comment to one observation posted here ... about the cologne and fragrance being of importance.

My wife suffers from severe migraines ... some of which can be brought on by smells, fragrances, and odors. On days of high sensitivity, her "sniffer" is in high gear and merely being by someone wearing a particular fragrance or entering a home burning a candle can prove toxic. Subsequently, I do not wear colognes and are very aware that something as seemingly "harmless" as this can be a real problem for others.

While I (or my wife) do not expect or advocate everyone abandoning personal fragrant favorites (or their favorite candles and potpourris) ... I do offer this information up for thought. A professional simply inquiring if there is a sensitivity to things of this nature could save someone from suffering a great deal of pain in the future. It will be greatly appreciated by those that have this concern.

Thanks for the opportunity to suggest this, Connie ...

Gene

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You go girl! Connie very well crafted. You get what you pay for... you get what you advertise. If you advertise late, sloppy, unprofessional attitude - that is what you get and you should be out of business. I have very high standards for myself, my company and my crew - even more so for my clients. I expect what I give to be returned to me and it is! I don't work with Realtors who are late, sloppy or unprofessional and Realtors like that would probably not like to work with me. Our houses and our work reflect that ethic and the result is success - just like you. The cream always rises to the top and you obviously have your own dairy farm :)

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Thank you again, Gene. I suffer from migraines also and yes, strong scents can definitely trigger them - that is why, although one commenter mentioned having the RIGHT cologne for the occasion, I responded with "too much cologne can be worse than BO". ;)

How long did it take you think up that one, Kym? I love your wit, my cow is grazing in the back yard, think her utter is due for a milk'n. ;)

SEP

Connie: Sorry to hear that you too suffer from this ailment. Seems like so many women do. You are so right about the amount of fragrance used too. My wife likens this trigger to slamming into a brick wall head first or getting hit by a baseball bat. Thank you for your notice and written reminder here about the need for constraint ... and that there can be such a thing as too much of a good thing.

Hope you are able to find something to control or some type of relief for your migraines.

Gene

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