Posts Tagged ‘training’

Thanks for visiting! Welcome back!
Real Estate Client Referrals recommends you sign in with Facebook
and become a fan of our Page

Sweet! You got a lead from your website…or anywhere, really.

You call them up and establish a quick relationship. You provide them with a list of property or set them up on an email drip campaign……………………And then, it seems like they just fall off the planet.

“Why?!?! Why dont the clients call me back??”

Well…. 1. It’s not their job to call you back. That is YOUR job. If you want to continue to attempt to do business with this client, then follow-up is a must!

And 2. Not to put too fine of a point on the subject, but the reason they aren’t calling you back is probably because your follow-up phone call sucked. (Hey, someone has to be honest with you…)

Give them a reason to call you back!

Real Estate Client Referrals Uses Social Media, Too!

RECR has always tried to stay on the cutting edge of lead generation. And, one avenue that has come about recently is the advent of social media and the power that it can give real estate agents in lead generation. It only makes sense that we have a presence there considering how many are tapping into that power.

And, the fascinating thing about it is the reasoning behind why it is so popular. This is one of the best examples I have ever found as to why social media exists, why it works, and why so many are turning towards it to help build their businesses!!

Into social media? Follow Clint on Twitter…and fan us on Facebook! You can also subscribe to our channels on YouTube and Slideshare.

Because everyone needs to be reminded how not to suck….

I decided I needed to get a new pair of shoes. The ones that I have are a couple years old and, quite frankly, a bit worn out.  So, I decided to head to the local ShoeEmporiumMart and get myself some shoes.  I knew exactly what I wanted…and in what section of the store to find it.  As I entered the store, I saw a couple customers browsing and 3 sales attendants by the cash register.

As I stroll past them, one of them says, “Hi. I will be right with you.” Assuming she was discussing something important and required time to finish her discussion, I went on my own.

Fine with me…I know what I want anyway. I head over to the shoes I want and the specific shoe I am after is not on the shelf.  So, I hunt around for a couple minutes only to figure out that there is absolutely no rhyme or reason as to how these shoes are shelved…and decide I would “hunt down” that kind lady that said she would help me.

After a minute or two of looking, I find her at the counter again chatting with the other two sales reps about her obviously too intense weekend of drunken debauchery.  I ask her if she knew where I could find my New Balance 820s in a 4E…and without even skipping a beat, she says to me and I quote….”I said I would be with you in a minute”.

I don’t think I have to tell you what happened next…..

Suffice it to say that I got my shoes from FootLocker instead.

You see…like this example, some aspects of your sales ability are painfully obvious to your customers.  But, some of them are much more subtle than this example…Subtle enough that you probably don’t even know that you are doing them.  But, your clients know.  Believe me!

So, here are some ‘subtle’ and some not-so-subtle ways that you suck literally destroy your relationship (and your reputation) with your clients.

Be inaccessible. One the primary complaints I receive from the clients I refer to agents is that the agent is hard to reach.  Heck, one of the major complaints I hear from other agents is that some agents are hard to reach.  Don’t answer your phone.  And, when someone takes the time to leave a message, don’t worry about calling back.  After all, if they want to reach you so bad, they will just call back, right?

Talk more/listen less. Youre the important one here.  Youre the expert.  What they have to say is not important at all because you have all the answers.

Be dishonest. Nothing will turn off a client more than being dishonest.  The phrase ‘a web of lies’ implies that it takes a lie to cover up a lie.  And another one to cover up that one and so on.

Ignore simple manners. Whether you like it or not, your manners matter to your clients.  Go ahead…keep your clients on hold.  Talk on your cell phone about nothing that relates to your clients that are standing right in front of you.  Use profanity and disrespectful language around your clients.  Say something negative about another client in the presence of one of your clients.  Go ahead…it’s the truth, right?

Take “No” for an answer. That’s right…just give up. Automatically assume that the client will never work out because you heard the word ‘No’ the first time you contacted them.  After all, only the “serious” customers that are ready to go right now are worth your time.

Don’t get to know your customers. Ignore the important things in their lives.  Don’t worry about birthdays or anniversaries.  Forget that they have 4 dogs they treat like children.  Ignore the fact that the ugly vase on the mantle is actually Great Grandpa George.  Don’t get to know them on a personal level…its not required anyway.  After all, they are just walking dollar signs, right?

I would bet that 98% of the people that read this will already know why you shouldn’t do these things and completely deny that they suck do any of them.

So, the next logical step in this conversation: Well, what should I do instead?

Simple. Dont suck.

BE ACCESSABLE! Answer your phone whenever possible.  Reply to all messages and email within a maximum of 6 hours.  Make sure that your clients understand that you are there for them and that you appreciate the fact that they trusted you enough to want to contact you.

LISTEN! You were given two ears and only one mouth.  That means you should listen twice as much as you talk.  Take the time to listen to your clients. What they have to say is important to them.  Therefore, it MUST be important to you.  Ignore your rehearsed responses to standard objections and tailor them to fit the specific needs of your client’s concerns.  Make them feel important…because they are!

BE HONEST! Be honest to a fault, if need be.  In this market, clients need an advocate that is out for THEM not THEMSELVES. Say what you mean.  Don’t beat around the bush about facts that need to be said.  Even if what is needed is a smackdown…it would be better for you to do it and be honest about it than to be deceitful and then get caught in the lie later on.  You have one shot to build trust…don’t blow it.

USE YOUR MANNERS! For sales people that want to reach the top rung of the ladder, there is no substitute for patience, civility, and good old fashioned manners.  Say ‘please’.  Say ‘thank you’.  Make eye contact with people when they are speaking to you.  Open doors for people.  It sounds silly, but these things are not just marketing gimmicks designed to make a client happy.  They are the tried and true marks of good character.

FOLLOW UP! Whether you want to believe it or not, sometimes “no” means “not right now”.  I see this every day with my company.  Agents simply give up after the initial contact with a potential customer because they were told “no”. It has been proven time and again that it takes seven points of contact for a consumer to remember who you are and why you are trying to contact them.  So, it is up to you to ensure that happens.  Call your prospects.  Email your prospects.  Work your leads. Don’t just give up initially because you didn’t get the answer you wanted on the initial request.  Sales isn’t a McDonald’s drive-thru.  You might have to ask more than once…or twice…or eight times.  I work with an agent currently that just landed an exclusive agency agreement on 35 properties because she followed up on a referral from my company that screamed at her on her initial phone call.  (If you want to hear the whole story, contact me…be happy to share.)

KNOW YOUR PEOPLE! Notice I didn’t use the word ‘client’.  I have said time and time again that this is a people business.  You deal with people.  And, they should be treated as such.  Get to know them on a personal level.  Use that to your advantage. Remember their kids’ names; their dog’s name.  Ask about the things in their life that are important to them and make them important to you as well.  By the same token, allow them to get to know you.  Developing a rapport and trust is mutual.  It has always been true, you must be able to give before you are proven worthy to receive.  That rule holds true here also.

It is a hard and fast rule of business that it costs six times more money or time to cultivate a new client as it does to retain a current one.  And, in this market, I would bet it costs even more.  Extraordinary customer service skills will only lead to successful retention of your clientele.  And that will ensure that you dont suck.

If you would like more information on Real Estate Client Referrals www.recr.com, please contact Clint at 800-977-7058 or on Twitter at www.twitter.com/TheRealClint

With so many people doing their best to set themselves up for a better year in 2010, I thought I would share a post I wrote a while back that seems to be more pertinent now…

I recently read an article that really sparked my interest.  The article was simply a basic list of the ways that someone could re-invent themselves by investing time and effort into the one asset that all agents have – Themselves.

The key principle to this article was the fact that, despite this uncertain market, there are people that appear to be striving to make their own abilities better and five ways to do so.  Below is the list that was in the article…and a good healthy dose of my own explanations as to why this is so important in this uncertain market.

IMAGE: You chose a career in real estate to be an independent business person.  So, do you carry yourself in a professional manner?  Do you “look the part”? Do you have your business cards on you?  Are you showing that you are proud of whom you work for or what you do?  Whether you want to believe it or not, your image IS your first impression.  Make sure that the impression you are making is the on that you actually want to make.  There are some places where you can get away with blue jeans and a nice shirt.  There are other places where a suit is more appropriate.  Dress the part! Maintain your personal image.  Get your hair cut or styled.  Ladies…get your nails done.  Guys…shave every day.  (Believe me, I realize that sucks …I’m a guy…I understand.  But, its 2 or 3 minutes…and it makes a ton of difference to those around you.)  I actually know of one agent that wears a tuxedo to all of his closings.  That is part of his image.  It is what sets him apart from the rest.  (His name is Todd Waller out of Ann Arbor, Michigan, and he works for RealEstateOne.  But, you can get more info on him and his Team366 at www.blog.team366.net.)

TRAINING: Aside from the mandatory requirements involved, you should try to find as many different options to better your ability as you can.  Take the time to sit down with your broker to discuss some in-house training options.  If you know of any free options for training, jump on it.  Any training you involve yourself in will only re-emphasize the skill set you already have developed.  So, it will not be wasted time or effort.  You never know, you may learn something.  (Also, anything that you can learn about social networking…that is a must!  Trust me on this…this is a skill that does require some time to master, but you will not regret it!)

NETWORKING: Making yourself known in the community by getting involved with community events is a great way of networking with some of the more influential people in your market.  Get involved with the community. Start working with the Chamber of Commerce.  Go to PTA meetings.  Join Toastmasters.  Get involved in your local neighborhood activities.  Surrounding yourself with such innovative, like-minded people will help you with both your image and your over-all success.  Most people do business with people that they know on a social level.  So, networking like this is a key to success in a troubled market.

MENTORING: They say that the teacher will always learn something from the student.  Become a mentor for younger agents.  Help them be successful.  This will cause you to make sure that what you are doing is what you SHOULD be doing.  It will help you cross your ‘T’s and dot your ‘I’s, as it were.  Besides…there are times when you can actually team up and work together for the success of each.

YOU: Seems weird that I have to add this since this entire post is about you.  But, if you are not taking good care of yourself, you will not have the energy or the will to commit to the rest of this list.  Take care of your own body and mind. Get sleep.  It is probably more important than anything else you can do for yourself.  Make sure you get some exercise.  (In this industry with showing property and running from one location to another, that usually isn’t hard…but you should do 30 minutes of cardio every day.)  Eat right.  (Did you know that eating an apple will actually wake you up better than a cup of coffee??)  Bring fresh fruits with you on your appointments and eat them when you can.  Avoid the drive-thrus.  If you don’t know where else to start in your investments in you…look in the mirror and start there.

If you would like information on how to get more clients, please contact Clint at 800-977-7058.  Or, visit www.recr.com.  Or, follow Clint on Twitter at www.twitter.com/TheRealClint.