Real estate sales is a wonderful way for realtors to do a "heart" check.
With my realtor job as a Broker, I have a pretty long drive to work daily and that gives me a lot of time to think.
This morning on the way to work my thinking grew out of a sales training email from Mac Anderson with Simple Truths that I received yesterday. It was an outstanding illustration of "surprise and delight" customer service. After I read an excellent piece, I try to find ways to evaluate my (our) performance in light of it and also apply the principles to myself, my agents, and our company. This piece caused me to take a deep look at our motives as salespersons and more specific to me, as Brokers (whose realtor jobs are the same as realtors, the audience is just different). Genuine customer service that "gives before you get" comes from the heart. Servant-leadership that puts others first, comes from an attitude of the heart. When the motives of our hearts are pure and honest in real estate sales, people can see it. Whatever our motives - good or bad, people can see them. When people have a positive experience with their realtor it's because they have experienced a person that is conducting their business with the right "heart" which keeps the client and their needs in first place throughout the entire transaction. It's a realtors heart that creates raving fans and ultimately grows their business. Sappy? Not at all. If the real estate sales business only dealt with innate objects, maybe, but when there's a heart or two at the other end of the deal. . . our success in anything with people will always be found in the heart of the matter. P.S. One of the training tracks we offer at Realty Executives of Kansas City studies behavioral styles and personality profiles in order to best understand the people that we have an opportunity to meet, build relationships with, and serve in real estate sales. Let me know if you're a realtor who would like some materials on the subject. Or, I'd be glad to consult with you personally on the subject.