The Platinum Rule

We have all heard of The Golden Rule: 

Treat others the way you would like to be treated.

This is not a regional thing, it's actually known worldwide whether you believe it from The Good Book or not, a lot of different cultures know this. Some years ago as a young business woman, a mentor told me, "Kristen, there is also a Platinum Rule."

"OK. I'll play. What's that?"

"Treat others the way they want to be treated. Not everyone wants the same treatment you want."

That really had me thinking. He was talking about customer service to a degree I had never heard. Honestly, in my mind, I thought he expected me to be a mind reader. But that wasn't really it.

Here I am 20+ years later, and I remember what he said everyday.

Today, for example, I have an offer on a beautiful home I have listed. I know a lot of us are paperless and have clients who are high function, high tech, high energy, jet setting, speed readers. Maybe you place that offer in DocuSign or DotLoop and forward it because that's what your client needs and wants. Maybe you send it, but say, "Let's go over this together. Call me when you can." Maybe you always, without fail, present offers in person. Maybe you have preferences (and for good reason) and maybe your clients tend to be "a type."

Because I know my clients and I do try to effectively guess or even just ask them what they prefer, I try to handle things the way they want vs. the way I want. But today I want to present this offer in person. And what I want is highly likely what they want.

There are many reasons, but mostly I believe the client will have a lot of questions vs. just sign it. I believe they will want to talk about their net sheet, next steps, and also possibiities and probabilities. I like to do that for my clients. And a lot of times we do that on the phone. But in this case, it will be far more comfortable for her and far more fun for me to drink her coffee! So, off I go.....