Every transaction has one of those magical or monstrous moments that can make or break the sale. At that moment we are the ones in the hot seat, and the client looks to us for the answers.
How well you respond to this challenge affects your relationship with the client forever more.
Three steps you can take to effectively manage challenges that crop up during the transaction.
• LISTEN AND UNDERSTAND - Identify the problem and try to think like the customer by putting yourself in their place. Do not try to place blame ...JUST LISTEN! Don't try to solve the problem at this point just get the facts and determine what is missing...upset clients often leave out critical pieces that are key to solving the problem.
• BE HELPFUL - Now that you have listened and you know what the client wants or expects, it's time to be the hero and fix the problem. First if the problem is ours, admit it and apologize for the mistake. Do not place the blame on anyone or give him or her the run around. If you cannot fix the basic problem then try to take care of the mess cause by the problem.
• DEAL WITH THE UNIQUENESS OF THE SITUATION - Be creative, call in markers, bringing unique solutions to a problem and personalize your efforts. No one likes being treated like a just another number, especially in the biggest transaction of his or her life! Doing enough right things make clients very forgiving, and also creates client loyalty.
MAKE TIME WORK FOR YOU
• Know your strengths and your weaknesses
• Plan your day the night before to get off to a good start
• Discover your prime hours so you can schedule effectively
• Rank your "to do" lists
• Write everything down
• Put all your telephone messages on your daily "to do" list
• Set deadlines for everything
• Don't create piles, Read, communicate, reroute, or discard
• Set goals and review them often
• Think positively
• Learn shortcuts
• Handle interruptions effectively
• Take time for physical fitness - it will give you more energy!
©2010 Eddie Brown
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