My first job ever was at McDonalds Restaurant when I was a freshman in high school. I specialized in the drive-thru. I was the blaring voice who asked if I can take your order while you stared at a bright menu board outside. I enjoyed my years at Mcdonalds because I was able to make people happy each day with little effort. All I had to do was get the order right and avoid handing out cold french fries. If life was that simple, we'd all be less stressed.
My last job (before entering real estate), was as a Global Project Manager at Apple Computer. I started at Apple in Technical Support, where we got to listen to angry customers all day while solving their technical issues. I was thinking about how I do business today and realized that everything I learned about customer service came from these two companies. I had a sales job at NordicTrack between the two, but Apple and McDonalds taught me how to help and keep clients. You can tell by their success that they're doing many things right.
MCDONALDS TAUGHT ME THE BASICS
Systems are the key to sanity. McDonalds was one of the first franchises. Their processes are timed to the second. If your cashier at McDonalds is doing their job correctly, they should take the order, start the drink, get fries, bag the sandwich, take the apple pie, get the drink while walking back to the cash register, and then hand over your meal. Total time should be 90 seconds to 2 minutes max. Every agent needs systems for marketing, lead generation, and handling clients. The good thing is that we don’t have to do it on our own. We can learn systems by tapping into CRS, GRI, Star Power, iSucceed, ActiveRain, and hiring a coach.
The customer is always right. Everyone is always right in their own minds. Communication is a two-way street and what we say won’t exactly match what the other person expects. We’re all different. If you say something in a way that makes sense to you, it has a good probability of still not being interpreted by the other person in the exact same way. Understanding and interpretation are based on your culture, education level, life experiences, and language skills. When communicating, keep in mind that the other person is always right since none of us read minds.
Do you want fries with that? Add-ons add up. The little extras and incentives can often make or break a deal, but they make the deal even sweeter. Flexible terms, seller-paid closing costs, and home warranties make buyers feel like winners.
APPLE TAUGHT ME HOW TO WIN FRIENDS AND INFLUENCE PEOPLE
Avoid being too technical. Jargon is a relationship killer, especially in the beginning. Don't dumb down what you say, but target your explanations to your audience (the buyer or seller). Ask probing questions to find out how much the client knows about solving their own problem, then fill in the blanks. Reflect the level of terminology and know-how that the client displays.
Questions, Questions, Questions. Similar to the real estate mantra "location, location, location". If you want to fix something and make someone happy, ask good questions. The client should talk more than you do. If you're busy talking, you aren't listening. Learn how to ask good, open-ended questions such as "how can we help you feel comfortable with this?" or "what information would you need in order to make a good decision?"
Avoid the hot buttons. "No", "I can't", "I don't know", "problem". These key phrases push people over the edge. Semantics can be the difference between a fight and a love-fest. "How can we help you today?" versus "What's the problem?" can evoke very different responses from the client.
Listen First, Ask Later. The best way to gain a true advocate is to help someone when they hate you. The key to good technical support was the shut up and listen, especially when the customer was angry. Rants are a great way to let someone vent while they calm down because you can't solve problems when people are emotional. If you simply let them yell, they will calm down at some point.
Let them be angry, then solve their problem. This is used with the preceding technique. People become angry when they perceive a problem they can't easily solve. The key to good service is to find out why someone is angry, not why they are taking it out on you. When they stop ranting, use the awkward pause technique. Don't say anything else until they stop and ask, "Are you listening?". At that point, they're asking you to respond. If they interrupt, keep listening. Once they're done interrupting, use another awkward pause, then ask nicely and calmly "would you like me to help solve this issue for you?". Focus on the problem, not the person.
Find a way to say YES. It’s called win-win negotiating and problem solving. In technical support and customer service, we avoid telling someone we can't do something. In real estate, be creative and try to identify ways to make the deal work. Most s
ellers and buyers want to feel like winners, even if they've only won a small fight.
Set their satisfaction in stone. Have I answered all of your questions today? This is called the final resolution. You're making sure you've answered all of the client's questions and that there are no lingering issues that need to be fixed. It's also part of gaining agreement that you've done a great job.
Assume positive intent. FISH! Is a set of practices for positive workplace interaction. We did their program at Apple. One of the first principles is that, when we are upset or hurt by someone else, some of us naturally assume the worst. If you change this mindset and instead assume that the "perpetrator" is a good person and did not intend to hurt you, you will automatically approach the problem in a much more productive fashion. For instance, you make a counteroffer and don't hear back, but later learn that the property is under contract. Approach the situation with open arms rather than a closed fist. Find out whether they received your offer, why they did not respond, and what you could have done differently to have your offer accepted. Worst case scenario, they are evil and spiteful people, but this is often not the case.
So there you have it! The keys to great customer service can be remembered as you chomp into your Big Mac, sip your strawberry shake, and listen to your favorite music on your Apple iPod.
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Good Post Dee, I enjoyed reading it. I've been wondering where you were haven't seen you around lately. Thanks for the tips.