Breaking the Mold-Proving Who You Are!

By
Home Builder with Construction Services Integration

Have you ever been in a situation where you have to prove to client that you are not like the others?  That in fact you chose this career because you want to make a difference in the practices of your profession?  Although, I do not currently sell real estate, I remember running into customers who would just lump me into the "mold" of other Realtors and assumed that I was like all the others.  I am also finding this in my current profession of construction.  This past weekend, I met with a homeowner who had been "burned" my two previous contractors and she was left with a laundry list of items that were not working (but of course she had to pay for them).  So obviously she had a bad taste about contractors and thought I was like all of the others. 

I had a great meeting with her on Saturday morning and signed her up for several projects and felt very confident that I demonstrated to her that I and many other contractors are not all bad...but only a few.  I was planning to start on Monday when she called me on Sunday morning wanting to stop the work.   She said that she was not ready and the prices were too high etc...etc....  But after talking to her in detail...(and I mean in detail), I found out that she was just frightened that I would turn out to be like the other contractors who promised everything but did not deliver.  So after much discussion and verbal promises of completion, the projects were back on schedule for the next day and my client's mind was more at ease than before.  So on Monday, it was my goal to prove to her that my firm is different from others and that unfortunately only a few are needed to spoil a profession.  As the day progressed I saw my client's mind and body relax as she finally realized that I was different from other contractors.  She felt very comfortable that she even added some additional work for that day and also added future projects.  So at the day's end, I reflected and wondered how could I make customers like this feel more comfortable at first?  Should I provide them with a written guarantee of completed service?  Should I have a customer pledge that illustrates what I will do for my customers'?   

So how do you break the mold and stand out from the crowd? What do you do or provide to clients that show them that you will complete what you promised?  Thank you!   

 

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Rainmaker
305,081
ARDELL DellaLoggia
Better Properties Seattle - Kirkland, WA
In real estate it is a bit different.  A seller wants to sell their home and a buyer wants to find a home.  Completing the task is less about "promises" than in your field.  Mostly they want to trust us to be good advisors every step of the way and watch out for their best interest.  Once they trust you, you don't have to worry about that and promising them that they CAN trust you doesn't work :)
Feb 05, 2008 02:32 PM #1
Rainmaker
646,522
Susan Mangigian
RE/MAX Preferred, West Chester, PA, RS152252A - West Chester, PA
Chester & Delaware County Homes, Delaware and Ches
Hi Vincent.  I wish I had the answer to your question.   I find that same thing.  I work so hard at my job and I always treat people fairly and with respect.  Some people just do lump me in with all of their bad past experiences.  I guess we should just keep keeping on and leading by example.  All the best to you and have a great holiday weekend.
Mar 20, 2008 11:37 AM #2
Rainer
5,317
Brian Benjamin
Visual Graphix - Phoenixville, PA

Vincent, personally I think you handled the entire situation perfectly, because you were patient and got to the true root of the problem...her fears.  And I think you might have answered your own question about how you could make future customers feel more comfortable...simply ask this woman if she will be a reference for you when someone else is afraid, or provide you with a written testimonial vouching for your reputation.  That can be a very powerful thing.

Brian Benjamin
Visual Graphix
"Providing The Best In Virtual Tours In PA, NJ & DE"

Mar 20, 2008 03:23 PM #3
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Rainer
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Vincent Coccia

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