How far are you willing to go... to seal the deal?

By
Services for Real Estate Pros with John Henry Masterworks Design International, Inc. 13013

These are extraordinary times.  And in such times, extraordinary measures may be necessary to get the job.

It doesn't need to be during a time of crisis to gauge a potential client's potentially hidden fears vs. overt needs/interests.

When you are interviewing with a potential client you should be sensitive to many aspects of the conversation and even body language.

There are things we will never guess during an initial meeting, but by working with them before signing a contract we may uncover critical issues.

Sometimes you may have a hunch or professional predilection.  One sign that could lead to stress is that they have worked with another professional and were not pleased with the results.  This makes the client hypersensitive to anything you do or say and for me at least, this is a sign to bow out as I have gone through one or two scenarios that were very tough.

  • Do you listen well to what your client is saying vs. responding with a script?
  • Can you detect what is a real issue or concern by asking appropriate questions that should uncover underlying motivations and true status?
  • Try to notice body language, speech delivery, etc. to sense if there is some kind of trauma or fear that you can address properly.
  • People want to buy YOU before they buy your services.  They are looking, during an initial meeting, to see if they can trust you and whether they are compatible even.
  • Being able to offer some aspect of your services in advance will show a client that you are responsive and intent on solving their problem.  This could be in the way of a market study, a suggestion to stage, etc.
  • Are you responsive, accurate, timely, courteous and professional?  You have to assess the client and their 'position' even, to temper your conversation and be clear without being chatty or intrusive.

+++++++++++++++

About a month ago I was referred to a high profile remodel project in Winter Park.  Very nice couple and the initial meeting went rather well.  I think I showed my true interest and was happy to offer suggestions on the property.  For two weeks after that, I was in touch via email with sample sketch plans on how the remodel could work and several hours worth of working through options considering budget, timing, materials, views, future phases, etc.

I noticed that there was some type of sensitivity in the client but appreciation for my work.  I was told three days ago by the referring person that a less than optimum outcome had befallen them in a previous custom design scenario.  

I had a second meeting at the client's office two days ago and was told my persistence and suggestions/sketches were appreciated and that it was one of the main reasons I was still under consideration.  It was also mentioned that the wife was undergoing chemo for the last 2 years.  

I reworked my proposal after thinking about his request to better explain the general procedure and sent it yesterday.  Overnight, I thought about the chemo comment and sent a message this morning to offer that my chief draftsperson and I would be willing to wear hazmat suits to undergo the first part of the design process, which is to field measure the interiors and exterior.  The house was built in the 40s and there were no original blueprints or "as-builts" available upon which to base modifications.

I am awaiting a response.

 

 

close

Re-Blogged 1 time:

Re-Blogged By Re-Blogged At
  1. Joseph Doohan 03/13/2020 02:03 AM
Topic:
ActiveRain Community
Tags:
how to get the job
what will you do to get the job
how far are you willing to go to seal the deal

Spam prevention
Show All Comments
Rainmaker
1,629,341
Kat Palmiotti
406-270-3667, kat@thehousekat.com, Broker, Blackstone Realty Group - brokered by eXp Realty - Kalispell, MT
The House Kat

Yes, listening and observing are musts if we are to truly understand our clients. And kudos for you for coming up with a suggestion that will help keep the wife safe. I'm sure that will be appreciated.

Mar 13, 2020 05:42 AM #18
Rainmaker
251,483
John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

Hello Kris Collis, Associate Broker   In an increasingly competitive world we should be extremely receptive to owner/client communication which in turn allows us to better serve their needs.  Thank you and I hope all in chemo recover as best as possible.

Hi Kat Palmiotti  The better we understand our client's underlying interests the better we can serve them.  I just offered a solution to a problem that was not introduced in earlier conversations.  Thank you very much!

Mar 13, 2020 07:30 AM #19
Rainmaker
3,738,022
Michael Jacobs
Pasadena, CA
Los Angeles Pasadena 818.516.4393

Hello John - it seems that "getting over it" is the "goal" rather than arriving at the right "answer" or a "cure".   On a somewhat broader scale, connection is the "prize".  Elusive?   Rare perhaps but definitely attainable in my opinion.  

Mar 13, 2020 07:35 AM #20
Rainmaker
194,826
Christine Wade - Real Estate Virtual Assistant
Christine Wade - Townsend, MT
Proud to Serve Your Real Estate Support Needs

You can never truly know what's weighing on another person unless you listen, not just with your ears, but also with your heart...and put yourself in their shoes...and you did that here. Great job!

Mar 13, 2020 08:19 AM #21
Rainmaker
1,080,336
Thomas J. Nelson, REALTOR ® e-Pro CRS RCS-D Vets
Big Block Realty 858.232.8722 - La Jolla, CA
& Host of Postcards From Success Podcast

Putting the client needs before your own professionally is the only way to build a career...relationally. Transactional people come and go.

Mar 13, 2020 06:03 PM #22
Ambassador
2,380,019
Wanda Kubat-Nerdin - Wanda Can!
Red Rock Real Estate - St. George, UT
So Utah Residential, Referral & Relocation REALTOR

Adapting and adjusting to accommodate a client should be a reflex, especially one who is immuno compromised. This is a wonderful story John Henry, best wishes for all!

Mar 13, 2020 06:26 PM #23
Rainer
606,156
Sham Reddy CRS
H E R Realty, Dayton, OH - Dayton, OH
CRS

Great points! Thanks for sharing!

People want to buy YOU before they buy your services.  They are looking, during an initial meeting, to see if they can trust you and whether they are compatible even.

Mar 14, 2020 04:51 AM #24
Rainmaker
109,327
Leanne Smith
Dirt Road Real Estate - Golden Valley, AZ
Relocation to NW AZ with elbow room & more freedom

Good morning John Henry, Florida Architect  and congratulations on the feature. As far as communication that being a two way street, knowing your own emotional intelligence and then applying that emotional intelligence within the conversation can provide you as a salesperson with an advantage.

Mar 14, 2020 06:17 AM #25
Rainmaker
3,210,250
Scott Godzyk
Godzyk Real Estate Services - Manchester, NH
One of the Manchester NH's area Leading Agents

I think the number one thing is having the ability to listen. Based on what you hear, the next step is know what to ask. PROVIDING GREAT SERVICE during each step and seeing it through to the end based on what you learn, is the big finish to closing the deal. 

Mar 14, 2020 07:25 AM #26
Rainmaker
251,483
John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

Hi Michael Jacobs   I do believe connection is vital for anything to work.  Thanks

Hello Christine Wade - Real Estate Virtual Assistant   Heart to heart surely is the best connection, and trying to put yourself in their position.  Thank you

Thomas J. Nelson, Realtor e-Pro, CRS, RCS-D, Vets   Agreed, sir.  Uncovering underlying motives and concerns are important in reaching agreements

Thank you Wanda Kubat-Nerdin - Wanda Can!   Sometimes you can't fathom the issues behind the scenes.  

Hi Sham, I think you can't just rely on your videos and marketing pieces alone.  Business in the digital world seems to insist that you take it or leave it on the basis of pretty pictures and voices overs.  The face to face meeting can make or break a deal.  Sham Reddy CRS 

 

Mar 14, 2020 07:47 AM #27
Rainmaker
251,483
John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

Hello Leanne Smith   I like your idea of emotional intelligence.  Have to dig down to get to that level.  Thank you.

Without listening, you can't hear.  Only understanding can propel you into the 'zone'.  Thanks, Scott Godzyk 

Mar 14, 2020 07:50 AM #28
Rainmaker
409,822
M.C. Dwyer
Century 21 Showcase REALTORs - Felton, CA
MC Dwyer-Santa Cruz Mountains Property Specialist

Our active rain community is so much better off with you as a contributor.    Yes, you're good at what you do, and you write well, but better than that, you listen well, and clearly, you actually CARE!    

Mar 14, 2020 09:47 AM #29
Rainmaker
1,571,796
Georgie Hunter R(S) 58089
Hawai'i Life Real Estate Brokers - Haiku, HI
Maui Real Estate sales and lifestyle info

You're clearly prepared to go the extra mile to make a client happy!

 

Mar 14, 2020 05:38 PM #30
Rainmaker
504,038
Diana Dahlberg
1 Month Realty - Pleasant Prairie, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

All forms of communication are needed when you are ascertaining how to best serve your client.  You have outlined all great points and I congratulate you on the Feature! Well deserved.

Mar 15, 2020 08:16 AM #31
Rainmaker
3,997,779
Dorie Dillard CRS GRI ABR
Coldwell Banker Realty ~ 512.750.6899 - Austin, TX
Serving Buyers & Sellers in NW Austin Real Estate

Good morning John Henry, Florida Architect ,

Loved reading your post and congratulations on the feature..well deserved. You have taken this clients needs very seriously and offered a solution that will show them you care. I believe people want to know how much you care before they care about how much you know!

Mar 16, 2020 08:50 AM #32
Rainmaker
251,483
John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

 Hello M.C. Dwyer  Thanks very much for that message!  Glad to share whatever I can@

Hi Georgie Hunter R(S) 58089   I think in these times you should try to hit that extra mile, don't you?

Hello Diana Dahlberg  You have to do a bit of archaeology every now and then!  Thank you!

Caring, if genuine, surely leaves an impact on someone - no matter what the situation.  Sometimes we forget that in our businesses but need to stay in tune with the client's interests.  Thank you, Dorie Dillard CRS GRI ABR 

Mar 16, 2020 09:09 AM #33
Rainmaker
589,242
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

It's so true that someone buys YOU before your services.  Gotta make that connection and establish a good, trusting relationship.

Mar 17, 2020 09:08 AM #34
Rainmaker
251,483
John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

Hi Mary Hutchison, SRES, ABR   YES!  The connection is quite important, vital.  And that can only happen by building trust.  Thank you!

Mar 17, 2020 09:42 AM #35
Rainmaker
1,022,895
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Persistence pays off when someone senses you are doing the work with their specific needs in mind.  I get that all the time becuase of my niche.  Someone going through chemo is likely chemically sensitive, ie they can't tolerate chemical odors of most kinds.  Don't wear cologne or anything that has an odor.  It's also wise to use an organic dry cleaner around them so no chemical odors exist.  Ask them if they want a chemical free home and refer them to a designer who specializes.  You'll win brownie points just by mentioning it.  No VOC finishes are easier to find these days!

Mar 20, 2020 10:23 AM #36
Rainmaker
251,483
John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

Thanks, Jan Green   I had no idea that cancer patients were sensitive to VOCs, so this is a good point to be made!  Appreciate that.

Mar 20, 2020 11:02 AM #37
Show All Comments

What's the reason you're reporting this blog entry?

Are you sure you want to report this blog entry as spam?

Rainmaker
251,483

John Henry, Florida Architect

Residential Architect, Luxury Custom Home Design
Ask me a question
*
*
*
*

Additional Information