ARE YOU LISTENING?

By
Education & Training with Performance Development Strategies

 

Do you always listen to what what your clients are saying?  How about your agents and your staff?

You might be surprised that some organizations that never ask how they (management) are doing. But fear of hearing bad news will not make the bad news go away. Ignorance is not bliss although it appears to that many owners are just not comfortable asking the ultimate question, “How are we doing?”

It is easier for groups with retention problems, for example, to focus on compensation issues. But, according to Gallup around 30% of employees are engaged at work. That means that 70% are not engaged in their jobs at your company.

Recently Gallup released a new survey on staff engagement. When we read the commentary, we can see that engagement is not static.  It moves with organizational dynamics, culture and time. There is a take away and that is that we can’t make a universal supposition of what engages people. Instead, we need to understand the diversity of our people which includes gender, culture and the different generations. Engagement factors are dynamic.

Or with regard to clients it is easier to think all is well because there are not a growing number of customer complaints.

What action would you take if your staff were to give a negative answer to the statement, “At work, I have the opportunity to do what I do best every day?” Of course, you would want to give them work that made use of their skills. Do you know how to do that? Meaningful work means different things to the different generations in the workplace. Consider not only generational differences but also cultural differences. Get to know your people and what is important to them. A baby boomer’s wants and needs are different from Generation X and the Millennial Generation is different from the other two generations. The engagement solution does not involve pushing a round peg fit into a square hole but rather to match each person to a position where he or she can be the best.

If your organization is suffering from a retention challenge the costs can be high. When you consider recruiting and training, lost customer service, lost productivity, and lost morale in others who are left, the cost is at least two times the person’s compensation.   However, someone engaged in work becomes more valuable as he or she grows. In addition, high-performing teams have loyal customers because they have loyal members.

 

FredsTeam

If you are the CEO or the head of Human Resources you need to have an engagement strategy. The same is true if you are a  broker owner. This should be a line item on your P&L. The strategy should include careful selection to see that an employee is matched to a job where he or she has a chance to excel, an assessment plan to identify key strengths, and a development plan to leverage those strengths.

Is it time to have a strategic team assessment and development plan in place?

For a similar post on our web site please see LISTEN FOR WHAT YOUR STAFF AND CUSTOMERS ARE SAYING.

Learn how to start a DIALOG with your staff.

Contact us to learn more

or call 914-953-4458.

 

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Re-Blogged 2 times:

Re-Blogged By Re-Blogged At
  1. Roy Kelley 04/30/2018 01:00 AM
  2. Debbie Reynolds 03/04/2018 05:00 AM
Topic:
ActiveRain Community
Location:
New York Westchester County Armonk
Groups:
Coaching and Mentoring
Tags:
customer loyalty in westchester ny
employee engagement in armonk ny
customer loyalty in armonk
employee engagement in westchester ny

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Rainmaker
3,195,454
Endre Barath, Jr.
Berkshire Hathaway HomeServices - Beverly Hills, CA
Realtor - Los Angeles Home Sales 310.486.1002

Anyone worth their salt as a salesman/Realtor needs to have Listening Skills, in my opinion that is the number one skill, followed by knowledge and skills to deliver the message, Endre

Feb 26, 2018 10:04 PM #19
Rainmaker
1,899,358
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Sharon - and acting on what you hear.

Endre - and also always asking like Mayor Koch of NY, "How am I doing?"

Feb 27, 2018 05:21 AM #20
Rainmaker
5,347,115
Roy Kelley
Realty Group Referrals - Gaithersburg, MD

This is excellent advice to share. Some of us need to work on our listening skills.

Feb 27, 2018 07:06 AM #21
Rainmaker
1,309,516
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

Excellent post, Grant!   Listening is an crucial skill and wanting to hear the truth is important to improvement.  The most successful businesses put as much effort into happy employees as they do happy clients. 

Feb 27, 2018 07:18 AM #22
Rainmaker
577,968
Pat Starnes-Front Gate Realty
Front Gate Real Estate - Brandon, MS
601-991-2900 Office; 601-278-4513 Cell

Management must listen to their employees, and Realtors must listen to what their clients ask for. I've witnessed the hard working employee become dissatisfied because management doesn't listen to their needs. Good employees will leave, as will buyers and sellers if their Realtor doesn't hear them.

Feb 27, 2018 07:30 AM #23
Rainmaker
1,899,358
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Roy - yes, and asking the ultimate question.

Carol - being able to hear the truth and then acting is important.

Pat - yes, people don't leave jobs they leave managers.

Feb 28, 2018 04:03 AM #24
Rainmaker
4,797,120
Gabe Sanders
Real Estate of Florida specializing in Martin County Residential Homes, Condos and Land Sales - Stuart, FL
Stuart Florida Real Estate

Good morning Grant.  I hope that team leaders and brokers will read this post and follow your great advice.

Feb 28, 2018 05:04 AM #25
Rainmaker
1,899,358
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Gabe - some will but others won't.

Feb 28, 2018 09:34 AM #26
Rainmaker
1,433,977
Yolanda Cordova-Gilbert
Richmond, TX

Grant,

 IF people do not listen how can they tell if they have what their clients want or need! I hope you have a great day!

Mar 01, 2018 12:38 PM #27
Rainmaker
1,899,358
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Yolanda - yes, either way.  Clients and employees.

Mar 02, 2018 09:27 AM #28
Ambassador
3,982,858
Debbie Reynolds
Platinum Properties - Clarksville, TN
Your Dedicated Clarksville TN Real Estate Agent

It is important to stop and check to see if the other party is engaging and understanding and hasn't tuned out.

Mar 03, 2018 05:19 PM #29
Rainmaker
3,238,737
Sally K. & David L. Hanson
EXP Realty 414-525-0563 - Brookfield, WI
WI Realtors - Luxury - Divorce

 We find that  NOT listening in many cases to BOTH sides of an issue....can be a huge mistake...at a lsting..Listening is your greatest asset.

Mar 04, 2018 06:52 AM #30
Rainmaker
1,899,358
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Debbie- yes those pauses and asking, "does that make sense."

Sally and David - and that is important on any contract resolution.

Mar 05, 2018 06:47 PM #31
Rainmaker
1,767,023
Lottie Kendall
Compass - San Francisco, CA
Helping make your real estate dreams a reality

Grant, you always share good, thought-provoking posts. This one makes me think of the book I'll curently reading, "The Happiness Advantage" by Shawn Achor. 

Mar 07, 2018 08:00 PM #32
Ambassador
3,968,266
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Grant

You've certainly raised some important issues, and especially about listening. Even though we know how important it is I suspect there are times when we are not doing our best at this, for a host of reasons, and others can probably tell.

Jeff

Mar 07, 2018 08:45 PM #33
Rainmaker
401,223
John Wiley
Right Move Real Estate Group- EXP Realty - Fort Myers, FL
Lee County, FL, ECO Broker, GRI, SRES,GREEN,PSA

Grant, you make such a great point when you illustrate how important it is to LISTEN.

It is becoming more noticeable how the generational differences affect a transaction. 

I have also noticed that we must not put all of a generation in the same box.

When we listen to them as an individual we will develop better relationships.

Thanks

Mar 08, 2018 01:21 PM #34
Rainer
475,539
Kimo Jarrett
WikiWiki Realty - Huntington Beach, CA
Pro Lifestyle Solutions

I've found that when repeating a statement and especially if what seems insignificant during a conversation back to my prospect or client, my credibility and their feelings about me improves every aspect of my persona, likability, trustworthiness by simply listening intently about their feelings, issues, and concerns. Listening intently more than anything else is IMO the most important element of a successful relationship regardless of whom you're having a conversation. 

Mar 09, 2018 09:37 AM #35
Rainmaker
1,899,358
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Lottie - thank you.  I have not read the book but sounds excellent.

Jeff - and yes we drift for a host of reason.  When I do coaching it taks undvided attention.

John - that is true.  The more I listen the more I learn.

Kimo - repeating what I heard you say, or if I understand shows you desire to hear and understand.

Mar 09, 2018 12:47 PM #36
Rainer
495,133
Dörte Engel
RE/MAX Leading Edge - Bowie, MD
ABC - Annapolis, Bowie, Crofton & rest of Maryland

Dear Grant,

If you listen, you might find out stuff that would be good to know.

Mar 09, 2018 09:29 PM #37
Rainmaker
1,899,358
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Dörte - and you will establish the important connection between 2 people.

Mar 11, 2018 06:12 AM #38
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