When buying something, did you ever work with someone in sales that made you miserable? 

Or you saw how hard they made something that could have been much easier?

Now, step back.  Do your clients ever think the same about you?  Discuss it openly with yourself and BE HONEST, particularly about faults (after all, this will be a private discussion with just yourself, so you can't be wrong or look foolish to others).

I see so many people follow a system to the letter or simply do things because "that's how we've always done thing."  What?   Did you ride a mule to work this week (because that was how many people got to work for centuries)?   Things should change, including our approach.

More commonly, I see people that are BORING TO OTHERS in their approach.  They are not boring to themselves, but others are looking for an escape!

If you are talking to someone that does not have your common passion for your service or product, including houses, are you and your material REALLY INTERESTING AND REALLY VALUABLE?   Do you make the common uncommon?   Few honestly do.

Granted, most folks working to sell something are nice folks.  They have nice business cards, nice brochures, a nice website and nice fliers, nice signs, nice kids and even a nice dog or cat.  Guess what?  So do most of the other people your potential clients will talk to this week.  Nice is, well, nice.  But think of how many "nice" salespeople you've spoken to in the last year and already forgotten.

Now, this is not any suggestion to be rude or obnoxious.  Quite the opposite.  Be nice AND INTERESTING.  So interesting that strangers will call you because someone you met shared your contact information.

For Example:

I like to go to a hamburger restrauant near my office for lunch.  You order at the counter and the staff that work at the register are fantastic.

  • They look and sound happy
  • They have a REAL smile
  • They look directly at you (not all at the register or around the room)
  • They speak clearly and loud enough to hear
  • They respond thoughtfully when you speak to them
  • They know their products
  • They are very patient with EACH customer
  • They are thorough and still efficient
  • They politely admit their mistakes
  • They offer THOUGHTFUL suggestions
  • They will laugh with you
  • and they remember you! 

These people are nice, interesting and genuinely interested in the customer beyond the decision to add fries.  An interesting thing to me is that this has become UNCOMMON at hamburger restaurants.  But because it is uncommon, it is memorable, pleasant and builds my loyalty. 

I not only like the food, I like going there and I like bringing friends, clients and colleagues.   And it helps me remember the basics I see so many seasoned pros forget... smile, be friendly, be interested, be interactive, be thoughtful of all.  I went for the food but I enjoy coming back because of the "sales people."

Simple? Yes.  Important? VERY.

The Take Away from This:  Practice observing and learning everyday.  Realize, by being the customer, what is effective and what is a turn-off.  Then remember this when you work with your potential clients.

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52 Comments on Be a customer... learn what REALLY works!

20 Most Recent Comments Displayed Show All

JAN
11
2009
425,063 Points 22 Featured Posts Outside Blog

This reminded me of how even if a place where you go is a chain - one location can vary so greatly from another just because of the people who work there. You naturally migrate to the one where you always get great service and they remember you. Good points. ~Rita
11:50pm • #33
JAN
12
2009

I think one of the best things we can do to promote ourselves is to be a wealth of information to our customer/clients!  Share information and be helpful in all things and people will WANT to talk to you.

It has been our experience that when people are talking to you and asking YOU for advice, it's easier to ask for the business!

Be genuine and be yourself.  Be excited about your business.  
12:16am • #34
226,968 Points Hit Router

We do have to remember that not all buyers react the same way and need to be flexible in how we relate to our clients.
7:51am • #35
18 Featured Posts

Coeur d'Alene Real Estate - Janna Rankin Scharf, GRI, CSP, CLHMS, CNS (Keller Williams Realty Coeur d'Alene) - Janna, I hope people realize that this is a key to business and return business and selling any item.  Many people believe that food and houses are both commondities to some extent, so the business relationship is a key to success in selling both!  Thanks! G

Kevin Cavanaugh (Prudential Rand Realty) Yes, Kevin, the simpliest things can be the biggest impact.  It is easier to sit on amountain than a thumb tack... and yet many act as though the opposite is true.  G

Jennifer Allan, Author of Sell with Soul (Sell with Soul)  Hi Jennifer!  That is a great story and a lesson for all of us.  Being the customer changed your approach to your customers.  Love it!

Bo Hussung/ National Title Agent (Cogent Closing Title Associates /National Title Agency)  Hi Bo!  Hope all is well in your world!  You are so right, service quality is not limited to the product or service sold!  And those are usually the winners!

Paul McFadden Mortgage Loan Originator Bellevue Washington Home Loans (The Legacy Group)  Paul, I make it a fun excercise each day of noting things at lunch or other stores of what I should be doing or not doing to help my customers and help how they feel about doing business with us!  You are right, learning is imperative!  
8:24am • #36

We should also be aware of how we speak on the phone.... if you are having a bad day it might transfer in your voice.  I don't want someone's first impression of me to be that I'm grouchy and impatient.
8:29am • #37
18 Featured Posts

Charlie Ragonesi 706- 579-1098 (All Mountain Realty) Charlie, you make a great point.  We do have to look at the competition as well as ourselves.  We have what I call "friendly competitors" that we meet and exchange ideas.  And I watch other competitors to see what they are doing well (or not so well) as lessons for our team.

Mike Michaud (North Texas Help-U-Build)  Right on.... two ears, one mouth.  So right!

Chad Baird (Re/Max Spirit) Chad, that is a fantastic story!  I love that you have built an ongoing referral relationship that all are earning (not just asking for).   And I hope your wife appreciated your thrift on the date too!  :-)

Bill Gassett Metrowest Massachusetts Real Estate (RE/MAX Executive Realty)  Hi Bill, rapport and knowledge are both so critical.  Right on!

Gary Woltal - REALTOR® Dallas Ft. Worth (Keller Williams Realty) Gary, you nailed it. The Experience is what brings me back and what we hope brings our clients back!  Great point!!

Barbara Delaney (Park Place REALTORS, Inc.)  Barbara, you make a great additional point... no room for spreading our "bad day" to our clients.  We don't want bad days, so why share ours!  Great stuff!
8:30am • #38
18 Featured Posts

Charles Stallions Real Estate Services Charles, I love your new year's plan.  Everyone, follow Charles lead. "Good Morning" to everyone you see.   I bet it will helps start everyone's day better!  Love it Charles!  I will work on this too!

Roland Woodworth "Clarksville-Fort Campbell Area Realtor" (Exit Realty Clarksville) Yes, indeed, many people make things difficult and I submit that the ability to adjust to that is one thing that separates the pros from the amateurs in sales.

Caron's Gateway Real Estate Caron, we all (well almost all I suppose) prefer to be around those that are positive (but not fake).  Naturally, this is true of our clients too! 

~ Amber Noble-Garland, NJ Real Estate ~ Marlboro, Manalapan, Freehold & beyond! (Direct line ~ 917-723-5645 ~ Weichert Realtors - Marlboro) Amber, the more time I spend in the shoes of others, the better I see the world.  Thanks! G

Zane Coffin (Century-21 Homestar)  Zane, I appreciate the encouragement and hope your faith in subscribing to my blog will be met with value.  Look foward to future discussions!  Thanks! G

Russ Ravary - Michigan Homes for sale - Michigan Real estate & Mortgage info (Remerica Hometown One) Rus, you are very welcome!  G

Jeff Dowler ~ Carlsbad Real Estate ~ 760-840-1360 (RE/MAX Associates) Thanks Jeff, I appreciate the feedback on what you found valuable. This always helps me when I pick topcis.  Thanks!! G

 

 
8:37am • #39
18 Featured Posts

Mike Henderson (Genius Ventures)  Okay, I got to say, you made a remarkable comment.  And by remarkable, I mean it in the true sense of the word.  I remarked about it to my wife. 

"I'm an interesting person and it is time to let that interesting come out."

I love it!   Lesson for us all!  Many thanks!! G
8:38am • #40
18 Featured Posts

KERRY LUCASSE - Your Intown Atlanta Real Estate Consultant (Keller Williams Peachtree Rd) Hi Kerry, Being a real estate customer has also been a BIG help to me.  Buying and selling and trying to sell all have both lessons we need and put us in contact with those that teach us (good and bad).  G
8:40am • #41
18 Featured Posts

Amy Gooden (Allen Tate) Amy, you make a great, great point.  We all want to feel we are important.  My burger joint does that very well.  So did the Realtor on the last house I bought.  It was not a matter of having anyone "bow down" but just that our business together is not last on the other parties list of "things on their mind." 
8:42am • #42
18 Featured Posts

Lisa Hill (Daytona Beach Real Estate) (Adams Cameron and Company) Hi Lisa, It sounds like you had a great candid conversation with yourself and found it useful.  It is great to have high expectations.  We just don't want to be the folks that screw up things and have no tolerance for the mistakes of others (and we all have seen those folks.. yuck). G
8:43am • #43
18 Featured Posts

Pat Baker Real Estate Expert Needham, MA (Coldwell Banker Residential Brokerage ) Many thanks Pat!

Bob & Carolin Benjamin - E Phoenix Arizona Real Estate (Benjamin Realty LLC)  Like sports and life, the fundamentals are essential.  Everything else is bonus!  Thanks ! G

Lizette Fitzpatrick, Lexington KY Real Estate (Central Kentucky - Prudential Don Foster - Richmond KY) Yes, we all get the laid back and the uptight.  As professionals, the ability to work with both brings value.  If it were easy, everyone would do it and there would be little value to our work for others!  Thanks! G

Suzanne Gallegos (Keller Williams Utah Realtors)  You summed it up GREAT!  "Being tuned-in to your client is key!"  Thanks!! G
8:46am • #44
18 Featured Posts

Kenna & Co. Real Estate ~ Denver Luxury Real Estate Rita, interesting you mention a chain restaurant because the one I referenced is part of a chain.  It is locally owned and I even see the owners working behind the counter.  They clearly are not passive owners but active and it shows!
5:16pm • #46
JAN
13
2009
18 Featured Posts

Roger & Kristen Garza (Keller Williams Realty)  You "Get It" big time!  Yes, earn a trusted advisor status with people and the business will develop!  Thanks!! G
8:27am • #47
JAN
14
2009
18 Featured Posts

Scott Guay REALTOR® Ocean City and Ocean Pines Maryland (Coldwell Banker Residential Brokerage)  Scott.. you are so right... flexibility is more important that most people realize.  Or they believe others should be more flexible than them.  Go figure.  Great point! G
1:09pm • #48
JAN
15
2009
18 Featured Posts

Christina Moock, REALTOR Cutler Real Estate (Cutler Real Estate)  Absolutely... phone behavior is so important... too many people act poorly when hiding behind a phone or keyboard and that should be our time to focus even harder on what we are projecting because the other party cannot see our visual signals.
1:36pm • #50
JAN
18
2009

Glenn,

So true - what a great topic. My first rule of thumb in my businness has always been ..."remember what it's like to be a client...". We all consumers, too.
8:59am • #51
JAN
22
2009

Great post!  I like a friendly, helpful, neat person to wait on me!
1:25pm • #52
JAN
26
2009
702,607 Points 39 Featured Posts Outside Blog Called Shot Master

Great post Glenn, but who really thinks of themselves as boring?  Most Realtors talk about themselves so much it's nauseating!  I - me - my -  If you use those words too many times in a sentence to a customer - YOUR GUILTY.
2:36pm • #53
FEB
03
2009
257,292 Points 10 Featured Posts Attended Rain Camp Called Shot Master

Whenever I get good service I try to make a point to think about what the other person did and how I can incorporate it into my business. You know, whenever you get that good feeling inside and say "wow - that was really great service!". I think by complimenting people on the little things it encourages them to keep doing it. So here's YOUR little warm fuzzy - beautiful post and great writing! keep it up!
3:54pm • #54

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