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A Professional Attitude.... Brings a "Professional Salesperson" to the Table

All the media coverage that has been portrayed in triplicate by different actors at different times will not necessarily dictate the true nature of the individual REALTOR® that each client or customer will deal with on a daily basis. What will determine our success as a whole, is our professional attitude and behavior and how we conduct ourselves in our sales, our interactions with the general public and our peers.

It is a fact that the media "sells" news and we all know that the professional that obliges by going in front of the camera may be:

Great actors and/or actresses and comfortable in front of the limelight or
Very knowledgeable and quick witted to fly out answers in front of the camera or
Really want to give their best advise but everything falls short once in front of the camera or
Really don't know what they're talking and show that in front of the camera (But hey! They got to be on the television, or in the newspaper, or on the radio!)

I read a post by a newer member FEELINGS.....NOTHING MORE THAN FEELINGS by Patti Lyles who says, "The problem is, our clients look to us for support on so many different levels. Not just our knowledge of the market, or ability to negotiate or understanding of contracts or protection against liability or advice about one of the biggest financial assets we are ever going to own. They are also looking for emotional support."

So with that excerpt in mind...get past the media and focus on what we need to do NOW to keep our industry healthy and that is to stay focused on the immediate task at hand. And the task at hand is giving the best professional service that a client expects and most of the time going past what is expected.

Show them that we are human. A professional is not just a dead doormat of information and expertise but also a human being who shows support and caring and gives the client that added "personal touch".
We allow them to be human as well. The sale of real property is a stressful process for both buyer or seller and there will ALWAYS be emotions involved. It's human nature. And a good professional takes into consideration that all human beings think differently and have different needs

We are chameleons who have the ability to change and the ability to adjust. And we embrace change and are able to adjust because with each transaction brings a whole new set of circumstances, events and situations. That's the nature of the business. And we accept that.

I am more than a salesperson. I am a PROFESSIONAL SALESPERSON in the Real Estate Industry.

And the Real Estate Industry is in OUR hands.

Celeste "Sally" Cheeseman's Mililani Hawaii Real Estate Blog 2007

Posted by Celeste "SALLY" Cheeseman HAWAII Relocations & Real Estate on 08/10/2007 12:22 AM

Comments (55)

real estate industry, mililani real estate, hawaii real estate, century 21 mililani

Originally posted at: Hawaii Real Estate & Relocations : A Professional Attitude.... Brings a "Professional Salesperson" to the Table

55 Comments on A Professional Attitude.... Brings a "Professional Salesperson" to the Table

AUG

2007

This is a powerful, well-written article, Sally, and a delight to read. Thanks for sharing your thoughts on the profession we are in.

Jeff

Amen, Sally! Our clients really do depend on us for support on all levels. We should be prepared to give it, as professionals. Thanks for the post!

Jeff: Thank you for your encouraging words! It comes from the heart....okay, the mind too. :)

Andrew: You're very welcome and so very true!

This is so true, our technical knowledge is just a small part of a transaction.

One time on a message board, I posted something about being able to "connect" with a client. Someone else shot back with "Hey, I'm there to do a service, not to become their friend."

Ouch! That, IMHO, is a sad way to do business. I suppose if you are working purely with investors and entrepreneurs, that attitude is fine. But when you are working with people who are trusting you to help them make the biggest investment of their life...well, I guess you still don't *have* to be a friend, but it would be NICE. And I would think it would make that client more likely to refer you.

Ok... maybe I am just crazy, lonely and in need of a therapist.... but I believe it is all about relationships.... without forming the relationship - what ever type of relationship the client needs is what you offer if you plan on any referrals or repeat customers. Well said Sally.

I saw the blog post where the guy from Redfin made it sound like a salesman is a bad thing. Professional salespeople are what keeps business moving and clients protected.

Buying/selling a home does not bring out the best qualities in anyone, and clients are often later embarrassed that we were witnesses to their meltdowns. We just have to keep this in mind, never take anything the say personally, and be a beacon of steadiness for them.

Nothing can replace good old fashion Real Estate and personal service. Technology is just an added extra.

'I am a PROFESSIONAL SALESPERSON in the Real Estate Industry.', excellent statement, Sally. Redfin and many others out there have NO idea what we do for our clients on a daily basis. It is a heck of a lot more than writing up a contract and getting them to sign on a dotted line.

I remember a number of years ago the lawyers in Ontario were trying to jump on the real estate bandwagon by indicating they could cut out salespeople and save buyers a lot of money if the buyers came directly to them for drawing up the contract, etc. Little did they realize just how much MORE than that is involved in a property sale and purchase and they were not willing to do all of those 'extras' for seemingly nothing. In the end their idea went nowhere....and I believe Redfin will eventually fail also, for the same reason. I was shocked on the video that Caleb posted , that Redfin sends in a rookie salesperson to show the house and then gets someone else to write up the contract. This is NOT giving proper representation and guidance to your client, at all. I feel sorry for the buyers who end up using Redfin.

Anyhow, I am getting off on a tangent here....wonderful post and thanks for addressing this further. It needs to be talked about and properly addressed.

Hi, Sally Jo- you are SO RIGHT, and it's nice to see someone refer to themselves as a "salesperson" without a negative connotation. First and foremost, we sell houses; in the course of this endeavor, all other qualities come to the forefront (patience, tolerance, understanding, etc.). Most people have their professional side, and their personal side- tempering the personal side successfully when dealing with consumers (IMO) requires a cautious approach, then offering a bit more of ourselves as the process continues. Less, at first, is best; it's our job to figure out the best approach for the buyer/seller.

Sally,

I think your right, I try and meet face to face with every client of mine, so they feel the personlized service that I offer..

Tom Weiss

Great article, Sally! For most clients, I've found the relationship aspect to our job is very important. I know lots of agents who have strictly a more formal, business relationship, and that's OK. Perhaps, it's my age ... maybe I'm the "motherly" type and attract a certain type of person. But I love getting hugs or being a sympathetic shoulder to cry on or be tickled when they are so excited about their new home. We just have to be able to 'read' our clients to determine which level of involvement they want from us - strictly business or a little more emotional sharing.

Hi Sally, It's also important that people will do business, first time and repeat business, with someone they trust. By showing you care, you are building that trust with each and every person you work with.

Tracey: Face to face contact throughout the transaction is what we do. How can one not feel there is a need to get on a personal level at some point? Thanks for your input.

Karen: Not all want to be my friend but I do not act like something I'm not. I have a personality and I show it. (and somehow, someway it always seems to rub off anyway...)

Thesa: Thanks! And you know what....that's why you're a chameleon too!

Randy: Yeah, but just like I said...different actors portray different attitudes. I don't necessarily focus on the "other" company...because it's what I do that matters.

Margaret: You always have some profound words to add that highlights the post. Thanks!

Neal: And that's the person who's atttitude shines!

Jo: That's why I'm focusing on "me". I am a professional salesperson and all the others out there do not matter. It's how I carry myself and how we carry ourselves together...as a whole. That's why I'm stressing to get past the media and focus on what we need to do NOW to keep our industry healthy

Cheryl: Thanks for your input Cheryl! That's very important to carry a professional attitude.

Thomas: Yes we do and when we meet face to face the attitude we bring with us to the table will make a lasting impression that will determine if they come back to us and refer us later on.

Elaine: That's why we're chameleons...we adjust ourselves...case by case....transaction by transaction...sale by sale. I don't just have a sale...I have a full on relationship with everyone I come in contact with during that sale.

Allison: Now that's keeping it simple and to the point. Thanks and basically ..that's it in a nutshell.

OK WooHoo Sally, I think what we have here is the biological difference between men and women. I can't be a mother or sister. I'm a man. If they want "touchy-feely" they got to get it somewhere else. If they want "professoinal" service and advice that I can do.

Nice ppost. It should really get the conversation started.

Bill Roberts

Bob: It's definitely not about gender! There is nothing here that says professional means touchy feely. If you want to be a door mat fine...I conform to my clients. If they crack a joke (provided it's funny) I laugh. If they need reassurance about something I give it. If they want to be door mats...I can do that as well.

All human beings have emotions...it's just a matter of where the mindset is. If you "believe" a man shows no emotion or caring then that's YOUR belief. Not what IS.

WooHoo Sally!!! You did it again! This is so true...well written and a terrific post!

Susie: Thanks for popping by.

Sally I have never been is such a profession like ours where there are so many facets to our work. It has been very challenging and stressful all at once. Still it is the best thing I have ever done.

Well stated Sally. If all I did was sell houses I would be out of business. My job is guiding people through a very stressful situation and keeping them mentally and emotionally focused on the end goal. I am very good at that. That's why people hire me. Not because a sell houses.

Sally, what a great way to look at it. being human is the best form of marketing. It's all about the relationship.

I also love what Bryant just wrote above, guiding people through what can be a very stressful process. What more could you ask for?

Woo Hoo Sally...

Being real and understanding our role in relation to our businesses is why we make the big bucks :)

TLW...ROAR!

Lizette: Me too! Have to love what we do in order to do it well!

BB: And you just added a very well stated comment yourself! Keeping them mentally and emotionally focused on the end goal. Whew!

marti: Yesireee bob! It has got to be the best marketing tool I agree marti!

TLW: Being real and understanding .... yup...yup...yup....I love you guys and your videos on Friday...trying to get Randy to hurry up and boot up to look..haha!

Sally Jo, as stated earlier, it's really nice to see you present our "salesperson" status for WHAT IT IS, with no hiding behind the counselor aspect. We ARE counselors throughout the process, all under the umbrella of a shameless salesperson profession. What we do with the label permits us to respect it the way that the consumer either does (or doesn't). It's our call! Selling the process is no easy feat.

What a great post Sally! Relationships are what it is all about. I have tried it both ways and I will attest that the only way to build a business and get referrals is to build that relationship, sustain it after the closing, be empathetic and encouraging, listen and shut up, and above all be yourself! Very Well said Sally! 5 from me.

Laurie: We are what we are. And no shame here or there.

Katerina: WooHoo! Follow up even after it closes. I suppose some think it's only about quantity...therefore they have to invest more time getting new client's because the old one doesn't come back for the door mat who has no personality.

LOL, now you are too funny! .. the door mate who has no personality! How holy and mighty do some agents think they are that they never talk to their clients after closing and wonder " How could they have listed with someone else! I am the one who sold that house to them!" LOL.

Sally--You are always the professional...Good to point out the human side of the story too. Not all of us are the same other than the title of Realtor. Individually we all bring something different to the table....But we all must bring our professionalism.

Katerina: Well, they can just keep wondering while we keep helping and getting referrals.

Teri: And so the story....we are all human, have different thinking and all can bring something positive to this industry.

Hey Sally, I truly believe it is about relationships. Atleast if you want referrals and repeat business. I also liked your comment about being a chameleon. We have to change with the industry and understand that every client is different. This was a great post! I hope they feature it.

Steph: Without the quality of those relationships....what is a professional worth....(from my legacy post :)

I would think that by now, most people would be able to realize that the media is never giving an accurate depiction of whatever subject they're covering. It's always skewed in one way or another. And yet so many people still believe what the media reports.

Sally, in my opinion it is easy to identify a professional in any field, it comes through not only in their knowledge of what they do, but also in the way they conduct themselves doing it. And the same can also be said of the non-professional as well.

Lisa: So all we can do is just be the professionals we are and then some.... it's all in our hands.

George: Sure is! True colors always show through.

Boy...emotional support IS so important. I often wonder how buyers choose Realtors and agents to represent them without the interview and a little research. As everyone charges almost exactly the same rate, the difference is ONLY the Agent.

We're helping a guy from out-of-state and referred him to a good agent (his friends had THEIR choice lined up for him). He spent a couple of hours with the Realtor we recommended, and in the middle of a property visit, his buds called him with the recommendation - he turned it down immediately. He had what he needed (and I had to agree).

Lending is so critical, because of the trust issues. Rates and fees run a relatively wide spectrum - the Borrower/Buyer has to truly believe in the person doing the loan. That's why I have such a hard time with people choosing online lenders - it (the loan) becomes a number only, and as proven over and over again, it can be quite different at the closing than at the application.

One client of mine said he deals with live and local people - he needs to know he can "put his hands around their throat" if things don't go well. Extreme, but a freshman psych student would figure out it's this guys way of dealing with fear. Old tough guy needs emotional support, too.

Thanks Sally.

Well said Sally! Connecting with clients on an emotional level builds bonds that carry us through difficult situations. Unfortunately, our digital "presence" many times fails to adequately communicate those feelings (passions) and we miss valuable opportunities to connect with our prospects.

AUG

2007

Sally - One of my mentors once said, "we are relationship and personality managers". That requires an emotional and professional touch!

Sally, Another great post for "WOOHOO SALLY!" You really write the truth. Being professional sets the mark for everyone else.

A beautifully written blog on what it means to be professional and the responsibility we have to the industry. Keep up the good work Celeste.

Thanks Sally, for yet another great post. If we can't keep compassion, and emotional support a part of our service then we truly missed our calling...

Another good one, Sally. Being a professional involves so much more than having a license. Good job, oh wise one!

Notice I said "oh" not old!

Art: What a comeback! Thanks for your adding to the post because that was a great example in how us industry leaders remain leaders. The most important thing is that we need to show the consumer that we are sticking together and have a strong bond working together in this industry. I too...refer only the trustworthy lenders and LOCAL. I have to because there are NO repercussions if something goes wrong with out of state lenders. The lending industry has cracked down tremendously and it just may be better in the long run to have qualified buyers who aren't going to over extend themselves. One of my broker's sales fell through ....after over a month in contract!.....the company folded.

Bobby: I take my initial calls to a meeting. The "digital" presence is just that unless we carry it through to a face to face meeting....and Active Rain allows us to show all sides to our true selves right here...like you just did.

Paula: And whoeve said that has "common sense".

Mathew: And that's how us professional salespeople keep the definition right.

Tracey: Thanks kindly for the comment. Our industry needs to support each other...not sit and down any one company or person....we do what we do and spread the news about what we do do for this industry as a whole.

Dianne: Anyway, that's the part that makes my job enjoyable...what else would there be left? That's what sales is for us. Giving the best possible service with a relationship with our client. It's not like we're selling vacuum cleaners.

Gary: That's the bottom line...a license does not make a great salesperson....it is way beyond tha for all of the industry. Okay....good job....with the oh. :)

Sally-Great Post! I don't pay attention to the news very closely anymore. It's whatever is going to sell....We as professionals should be the ones presenting the consumer facts! I can't agree with you more....we play so many roles in a real estate transaction. Only a professional can pull that off. We need to work together on this as a profession.

We will work as long as the public wants us....

Midori: And that's the way it is...I agree that only ones to present the facts to the consumer is us...and find the right people to go in front of the camera. Working together is the key....

AUG

2007

Sally,

Funny thing for me is when I entered this "Profession" nobody told me we were Salespeople????? Oh, my Broker and I had a few "discussions" when I mentioned that I didn't see myself as a Salesperson, but rather someone who helped negotiate/assist others in either selling or purchasing the property they wanted.

Guess you can say I am not a good "employee" as I have never changed my mind......I counsel, assist, negotiate, and empathize with people. My professional background in Counseling works best for me. I feel I am still helping others, just in a different venue.

It is how we are perceived that matters...Perception is Reality.

I have perceived you as a Professional since joining AR.....that is my reality as it pertains to you....

Sally-It would be nice to keep muzzles on some of these people but we know that will never happen. As long as they dont affect my clients they can just continue to be idiots.

Kathy: On my license it says "Real Estate Salesperson". What does yours say? And you said it right there. "Someone who helped negotiate/assist others in either selling or purchasing the property they wanted. I am NOT ashamed of the word "salesperson" and I am a professional real estate salesperson. What is perceived (I'm sure) is some good some bad just like in any other industry. It's our relationships with each other, our clients and everyone involved in the industry is what the public will perceive us as.

David: No kidding. I too believe that it comes from each of us as individuals...and it is how we handle each and every client, our attitude with peers and everyone we deal with in the industry is how we will be viewed as a whole by the rest of the world.

Sally-

You asked what my license says: My license says Broker....

You are absolutely correct in what you say....I hope you didn't take me the wrong way. I had never done sales, except for a disastrous attempt at AVON many years ago, so for me I had to stick with what I knew.......going into this field was scary as I was sure I wouldn't know how to sell anything ( I remembered the AVON) So I kept my own words, and this was what ultimately worked, and gave me the confidence.

I was at odds with my Broker over terminology only because I am hard-headed, and hate for anyone to tell me what to think about myself.....I even went to a Rotary friend and asked him how to sell, and realized, again for me, that I was spending too much time on semantics. He did give me some great tips though :

I absolutely think of you as a Professional, that's what I WAS trying to say........:)

Oh...I didn't take it the wrong way. This post was a kick off from Caleb's post Professional Pride kind of.

I suppose everyone looks at it differently anyway. All I know is no matter what I am a professional and that includes too many and numerous sides to it than I could ever mention...hey....maybe just got an ides...for a post :) We may have numerous sides....but I sure can mention!

AUG

2007

What a great post. I read your post after reading about it in the ActiveRain "the week in review". Great job and congrats on the feature in the week in review.

Brad

Celeste... truly worthy of making the week in review! I missed this, so I'm thankful Lola included it. :)

Brad: Thanks for the compliment and stopping by!

Jeff: Oh, thanks Jeff! I appreciate it.

I don't know how I missed this one! You have great insight. It is so true that our clients put a lot of trust and faith in us. I try to meet their expectations and go beyond. Sometimes this means some late evening phone calls! It is all worth it when I see them light up at closing.!

Joan: Of course...and in the end...the public will see.....we work together as a whole industry.

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