Validating is a fancy word that basically means reassurance. It’s simple and it works like this: you say something to me. I believe I know what you mean, but just to be sure, I ask a question to confirm that I’ve heard you correctly.
Validation is an incredibly powerful skill. Why? Because it establishes trust, courtesy, and respect. When you take the trouble to ask clarifying questions and repeat back what they just said, to make sure you got it right, people realize you’re actually listening to them. It establishes the foundation for the entire relationship.
And—validating everything you hear guarantees that you are paying attention and not missing anything important. When most people are in a conversation, they spend the entire time the other person is talking formulating what they’re going to say in reply. We all do it; we’re all guilty of it at some point. But, if you know you have to confirm what you’ve just heard and repeat the gist of it back to them out loud, you know you have to listen.
Remember the Golden Rule? “Do unto others as you would have them do unto you?” Forget about it! Find out how they want to be treated and give them what THEY’RE looking for, not what YOU ASSUME they’re looking for.
Awhile back I made breakfast for my kids. I went all out and made pancakes, thinking I was giving them this great treat and they’d love the surprise and think I was the world’s best dad. By the time they got to the table, each one had a plate all dished up with pancakes, butter, and syrup. That’s how everybody eats pancakes, right? Wrong.
My daughter took one look at her plate and started crying. She only wanted butter. Instead of making her day, I made her feel like nobody cared about what she wanted. It’s mind blowing, the kind of life-changing information you can get just by asking instead of assuming.
Validation continues even after the transaction is over. Ask for your clients’ feedback with surveys or emails or a phone call. Following up shows that you’re still listening, even after you’ve finished the job. It’s crazy that more business people don’t bother to do this, because it makes a huge positive impression on customers. And that’s not the only payoff—it also gives you priceless feedback on how to make your product or service BETTER. Ask them what you did well and what you could do better next time.
The idea is to create a relationship where they’re excited to talk to you when you do call to follow up with them. Because they know you listened to them, and more importantly that you CARE. That’s what it all boils down to. This person cares. He’s not just out to make a sale.
To find out what your clients or prospects or customers want, ask them. Just ask. And when they tell you, ask another question or two to make sure you heard them right. It’s that easy.
Kick Ass, Make Money & Have Fun Doing It!
Craig Zuber
--
Our purpose at Zuber Group Real Estate is to create a compelling, fulfilling real estate experience every time we serve a client. Our website is just one of the services we offer. For the most advanced MLS search in the Treasure Valley visit us @ www.zubergroup.com
Comments(0)