Cmmunication Is Key to Customer Satisfaction!

Businesses and organizations spend incredible amounts of time, energy and dollars to attract potential customers and supporters, yet often neglect training their front line people sufficiently to have the skills and the abilities to deal effectively with people in often very trying circumstances. In business, we refer to these individuals generally as Customer Service Representatives, while in organizations they are generally paid staff and volunteer leadership. In over thirty years of training people in professional interpersonal business relations, I have come to realize that the best way to effectively deal with upset people is to listen to them, and let them know that someone is listening and someone cares.  Real estate professionals often wonder why some clients and/ or customers possess less than wonderful feelings toward them. An absolute commitment to effective listening, and empathetically, politely, and deeply caring, goes a very long way!

Then, if the representative knows the answer, he should calmly and thoroughly explain it so that the other person understands as well. If, on the other hand, the representative is uncertain of the information, the best thing to do is to calmly state that he is uncertain, but will get the information, and get back to the person within a specified period of time. It is then urgent that the customer representative indeed get back to the concerned party, and provide them with the information. It is always better to be open and honest, even if the answer is not what the other person may want to hear, than to fabricate an answer or avoid an answer. In addition, cliches and empty rhetoric must be avoided at all costs! Below I am going to provide a couple of examples that indicate what all too often is done, as well as try to explain what should have been done instead.

1. Several years ago, I was on a Yugoslavian Air (JAT) flight that was scheduled to fly from Athens to New York, with a short stopover in Zagreb. When the plane landed in Zagreb, we were told to deplane while the plane was to be serviced, and we would be informed when to re-board. About an hour later, we were informed that the plane needed a part, and that they were waiting for it to arrive shortly. In this extremely hot crowded terminal, no additional information was provided for hours. We continued to be told, "Soon." Finally, after about three hours (remember our original stopover was supposed to be less than an hour), I went up to a Customer Service counter, and the representative starting giving me the same rhetoric. I interrupted and said we both know that's not true, and finally said, "No more rhetoric and party lines. What's the story?"

Only then did the representative admit that the part and the mechanic both had to be flown in and their flight was not scheduled for hours, and that she did not know how long the repair would take. At that point, I suggested that passengers deserved some sort of consideration, if only a meal voucher, and that they deserved to know the truth. Miraculously, within about fifteen minutes, they came around and distributed meal vouchers (although you don't really want to eat the food at Zagreb airport), and made an announcement explaining the facts, and that they would make hourly announcements. A great start, but then when an hour passed without any further announcement, I reminded the nice customer service people that they needed to make the announcement. The lesson to be learned is that proper and competent customer service would have been to communicate openly and fully from the start, not make any promises that they could not keep, and always keep the promises made.

2. Several years ago, an extended power outage in my area, became not only an annoyance, but a customer service fiasco. There had been very limited communication of any sort, and most of what has been communicated has either been contradictory or inaccurate. We were never given a straight answer by the Long Island Power Authority, as to what to expect and when! Is that effective customer service?

3. Buying and selling a home is often an extremely stressful experience! Your real estate professional must be in constant contact, answer all your questions thoroughly and to your understanding, return missed calls, respond instantly to emails and texts, and figuratively, hold the client's hands.
 
Most people get somewhat upset when something goes wrong, but almost all handle it far better when they are provided accurate and caring customer service, than when the service is spotty at best. This is an essential lesson for all businesses, and all organizations to learn from!

Using A Mirror To Enhance Your Phone Skills or Become A Better Telemarketer

For over thirty years, I have both personally transacted business on the telephone and trained telemarketers, customer service people, and both inbound and outbound phone sale people, as well as organizational leaders, on how to obtain optimal results using a telephone. I have discovered many interesting things about phone selling, not the least of which is that one can be great on the phone and awful face to face, and vice versa. Selling and transmitting business on the telephone takes specific skills and actions, and is something that nearly anyone willing to be trained, can be taught to do.
I am a major proponents of using two small tricks to help with phone success. The first is to employ the phone's mute function, and to only disengage the mute when you are prepared to speak. That keeps you from blurting out something without due consideration, or interrupting the other person. However, while many people use the mute function, the employment of a small table mirror is even more helpful. Whether the point of your phone calls is to sell a product or service (or yourself), make an appointment, introduce yourself, etc, how effective you will be, often depends on your skills, and confidence.

Studies show that many people can sense the mood or attitude of the person on the other end of the phone, either by their voice, their attitude, their tone of voice, or factors such as politeness and patience. Since we often do not hear ourselves as others do, I suggest that someone place a small table mirror directly in front of them while they are on the phone. Look in the mirror at yourself as you are communicating on the telephone. What is your facial expression? Are you smiling, "smerking," or moping? Do you look like you are enjoying yourself? Do you appear as if you are getting angry (turning red or changing facial expression) based on what is happening on the call? Do you look like someone who doesn't want to be there? Do you have the same expression on your face as you would if you knew the other person could see you, as in the face to face scenario? How about your posture? Are you sitting up rigidly, or sitting comfortable? Are you sitting erect or slouching into your chair? Are you focused on what is being said to you?

Only by knowing what you have been doing mostly subconsciously, will you be able to address it. Using a mirror is an easy aid, and a helpful one. I have seen telemarketers increase their closing ratios on the telephone exponentially just by paying attention to these details. Similarly, I've observed businesses Customer Service satisfaction rate rise dramatically when these unconscious negative acts stop bringing down the perceived sincerity level.

In many cases, when I have done Leadership Training for leaders of organizations, I have gotten the feedback that they were far more able to motivate their members when they addressed their own personal telephone body language.

Even in today's digital and electronic age, there is an important need to be professional and caring on the telephone. Simply by thinking about how we look in the mirror and addressing those things, we can enhance our performance significantly.

Interpretations: Facts - Based, versus Emotional?

Every day, we all need to make certain judgments or take certain actions, based on our personal interpretation of certain facts. While ideally that interpretation should be open-minded and based on facts, often it is simply an emotional reaction, based on little more than our own personal bias or point of view. This is true in personal matters, civic decisions (such as how we vote and who we vote for), who we do business with (and why), and how businesses, business - leaders, and self - employed individuals, such as Real Estate professionals, are perceived, and perceive potential clients and customers.
 
The ideal way to interpret any information is by carefully reviewing all the facts given, and then reviewing them for factual accuracy. The next thing to do is review the raw data, rather than someone else's interpretation of that data. Of course, this takes developing an expert skill-set whereby one becomes capable of interpreting raw data. Interpreting data means first understanding where the actual data comes from, how it was supplied, and what methodology was used. If it is some sort of "sampling," it is important to know the size of the sampling, who gathered the data, how it was collected and collated, and what the "statistical error" is for that particular sampling (that is usually stated as being plus or minus a specific percentage). The next thing to do is to look at the actual questions or categories examined, and whether the way the question may have been worded could have been a possible factor in the skewing of the data. Then, one must analyze what the significance of this data is, or if it is relevant to what you are examining at all.

In examining the dynamics of not-for-profit organizations for several decades, I have observed that after a meeting, seminar, etc., many organizations feel the necessity to use some sort of questionnaire. It seems that these organizations feel that the feedback received via these questionnaires will be valuable in understanding the success or failure of the meeting. However, it has been found repeatedly that the wording of the questionnaire, the excitement of the group dynamics (especially right after a meeting), etc. unduly influence responses to these forms. In addition, many attendees cannot adequately identify the true needs that needed to be addressed by this seminar, so they are really simply stating whether they liked or disliked the meeting. If a meeting or seminar was goal-oriented and action-directed, the responses to these questionnaires are even less valuable, because how can an attendee who is not an expert on a particular subject, evaluate how well that topic was discussed.

There is nothing wrong with using questionnaires for obtaining certain types of limited information. Certainly, political organizations and candidates can use polling as a guide toward what their constituents want. However, if the purpose is measure how well someone learned information, most individuals are not the best judges of their own progress, especially when they are not perhaps sure what they needed to know, in the first place.

Real estate professionals must take care to avoid prejudging their potential customers, either in terms of their needs, concerns, tastes, abilities, etc. They must ZTL (zip their lips), and ask pertinent, relevant questions, to better understand the factors that are most essential!
 
One must understand that their is a basic difference between something that is data-based, and something that is merely emotional. Unfortunately, most individuals are not equipped adequately to properly understand all the nuances.

How To Select A Consultant?

Many individuals represent themselves as qualified consultants. These people often represent themselves as experts in specific fields of endeavor, with special skills, knowledge and expertise that makes paying their sometimes exorbitant fee justifiable, and even a necessity. Many so - called experts are simply trying to set some product, service or program that often benefits the consultant to a greater degree than the organization. Regardless of what you seek, whether it is someone who will guide you, in a personal endeavor (such as selecting the right Real Estate Professional for you), a service advisor, or an organizational (or perhaps, events - based need), you should proceed with your eyes wide - open, and know what you want, need, and your priorities.

If one is searching for a consultant, I would strongly advise staying away from any consultant who insists on using a one size fits all approach. A good consultant is an effective listener, who thoroughly listens before making any recommendations or proposals. I have witnessed far too many so called consultants who made self serving recommendations that ultimately are harmful to their clients. In my three decades plus of consulting, I have worked hard to develop a reputation for always placing my clients first. I steadfastly object to those that soil the reputations of all consultants by acting in unscrupulous manners, and hurting the image of the many honorable and reputable consultants.

When considering retaining a consultant, it is essential to get recommendations from others. However, like so many other times, the individuals given for recommendations are either friends or others that are certain to only give glowing recommendations. Consultants should dedicate themselves to their clients, and serve the need of their clients.

It is the responsibility of a consultant to listen thoroughly before making any proposal. Each organization (and/ or individual) has a different ethic and culture, different needs, different financial considerations, different demographics, and different membership and leaders. Professional consultants have learned to always collect their fee up front, because otherwise it may be difficult to give an unbiased and honest opinion. After observing and listening thoroughly, a consultant must help the organization to create a risk/ reward chart, and be certain that the leadership of the organization fully understand and appreciates the complete ramifications of all actions. Consultants must also be able to explain that doing nothing is in and of itself, taking an action. I believe that a good consultant needs to explain to an organization's leadership that taking no action very often has far more dire and adverse results that even taking the wrong action. Far too many organizations do many things less than optimally. They often budget incorrectly, do not see the big picture, spends too much on certain items and too little on others, and almost universally, spends an inadequate period of time effectively training its leaders.

Many organizations (and individuals) can benefit from using the services of a consultant, but it must be the right consultant. Choose wisely.

Budgets Only Matter, When They're Used Properly!

Almost every organization, whether it is a not - for - profit, business entity, or government/ civic group, uses some sort of budget at some time or another. Unfortunately, many do so only to give the appearance of completely the financial process properly, while really ignoring many of the important reasons to use an effective budget. This is also true for each of us in our personal lives, as well as the way, individuals such as Real Estate professionals, should conduct their businesses, and lives.

Obviously, no one can accurately predict the future, especially financially, one hundred percent of the time. What a budget should do however, is be a guide to fiscal responsibility. It should be prepared in a worst case scenario, by underestimating the anticipated revenues, while looking at expenses from a standpoint of the worst that might happen. Organizations should never be satisfied going through the motions, and then just fudging the numbers to come up with whatever picture the want to portray. Doing that is merely an exercise in futility, and a waste of time. Organizations should rarely count on substantial fund raising increases to balance a budget, or make up for a deficit.

In the budget process, formulators should look at all expenses, and evaluate the value received from each, and whether or not there might be a better or more cost- effective method of achieving the goals, while reducing costs. A properly formed budget is a balance between the needs, goals, mission and objectives of an organization, and fiscal responsibility. Budgets must be constantly monitored through their active period, to assure compliance with the budgetary guidelines. I have served on, and observed, far too many organizations Board of Trustees or Board of Directors, where budgets are passed, and then the Board just continues passing addendums to the budget throughout the year, that render the budget useless.

Budgets should always be created using "zero-based" budgeting. This concept means that merely because an organization spent monies previously in a certain manner, that this cost is not merely carried over from cycle to cycle. Each expenditure should be examined and considered based on cost/ value basis, and various methodologies and alternatives should be examined. In my three decades of working on organizational budgeting, one of the thought processes that has disturbed me the most, is when I hear someone say that cutting a "small amount in" a particular area "won't make any difference." That reasoning is what I refer to as partially correct reasoning. If a small cut was made in only one area, it might not "make a dent," but if a series of small savings are discovered in numerous areas, the overall result might be substantial.

Budgets must be considered far more than mere exercises. Used correctly, a budget can be one of the most important documents an organization ever creates. The extra time and effort of using zero-based methods, is well worth it!

What To Do, When You Hear That Dreaded, "I Want to Think About It"?

Many of us have been in a scenario similar to this one. You have just given what you feel is a great presentation, and given numerous compelling reasons why someone should avail themselves of a particular service or product, and the person you are speaking to says to you, "I want to think about it."

One of the biggest errors that most presenters do at that point is "let the person off the hook," by responding that you'd like them to think about it, and you'll get back to them, or they should get back to you. In most sales- type situations, your greatest chance to "close the sale or deal" is when you are giving the presentation, because at that moment, you possess more control over the situation than at nearly any other point. How you react to their "I want to think about it" often makes all the difference.

A time-proven and effective technique is to calmly respond, "I can perfectly understand that, but what exactly is it that concerns you that you need to consider?" The next step, however, is the most crucial. Instead of anxiously continuously and trying to immediately respond, force yourself to "zip the lip" (Z.T.L.) The Z.T.L. method states that the next person to speak is in the weaker situation, and the one that keeps his lips zipped, generally ends up victorious.

Often, after a delay, the other person will respond something indistinct like, "I'm just not sure." If that, in fact, is the response, then your response should be a calm, "What may I clarify for you? What questions do you need answered?" Of course, it is then imperative to resume your Z.T.L. strategy.
Human nature, being what it is, makes this a far more difficult thing to do than it sounds like. We are all tempted to over-explain, and interrupt. Many of us fear questions, because we often lack confidence in our ability to explain an issue in detail.

Regardless of what the objection might be, one should always follow some variation of the following five steps:

(1) Repeat the objection to be sure you understand it. Say something like, "In other words, you're concerned about... "

(2) Then it is essential to empathize. Empathy is putting yourself in the other person's "shoes," as compared to sympathy which is feeling sorry. Never sympathize at this stage, but empathy is essential. The easiest way to do that is by stating, "I can perfectly understand the way you feel. I felt like that and most people I know felt the same way, until they realized a few things."

(3) Many people tend to try to skip this next step. You now must have listened effectively to the other person's concerns, so that you can now able to give the most compelling reasons why it should be the other person's priority.

(4) Once you've given your reasons, you must recreate the need, by stating, "In light of the reasons we've just discussed (and list them),"

(5) Finally, you must re-close the deal, by saying, "Doesn't it make sense to...?"

If all else fails, and you have done all the above steps, there is one additional thing to attempt. Calmly ask, "May I make a suggestion?" Again, Z.T.L., and Make a compelling, yet brief restatement of your case.

These are easy techniques to follow, but like all other things, requires practice and confidence, and then, finally, doing it.

5 Components of Marketing Yourself

Most would agree that marketing is perhaps the most, if not one of the most essential ingredients for success in nearly every field of endeavor. Why do you think that the largest and most successful corporations spend so much time, effort and resources on marketing themselves, and attempting to create a specific and unique brand, that creates an attractive niche and compelling story? Since all of us, regardless of what we do, are involved in some sort of selling, it is important to understand what is needed to successfully market ourselves. Whether someone is a doctor, lawyer, salesperson, teacher, or stay - at - home mom, success requires selling every day. We either sell a product, a service, or ourselves, but we do sell! Since the advent and increased popularity of the internet, however, many people have abandoned the previous fundamentals of marketing, and begun to rely exclusively on the Web. However, success means using a broad - based, multi - media campaign, where we maintain a common focus throughout, in order to distinguish ourselves, thus creating a niche that develops our personal, quality, respected brand. While there are many possible components, those who seek to effectively market themselves should both understand and utilize these five components listed below.

1. Don't abandon direct mail and snail mail. There are still many individuals who prefer being contacted that way, and effective mailing pieces that enhance our brand, are key. However, cost containment requires doing this wisely, so make sure that you study the best and most effective way to use this, including your mailing list, types of piece, etc.

2. Use email and texts judicially and wisely. Under - utilization will have no impact, and overuse will strike many as a form of spam. Make sure that you use these forms when appropriate, but don't become overly reliant on them.

3. While a strong Social Media presence is wise and needed, don't fall into the trap of assuming that because you posted something here, there is widespread communication going on. The most effective usage is generally having links to compelling information, so that others will be interested. Don't either over or under - post, and remember that you must use these in coordination with the overall brand you wish to create and develop.

4. What is the feeling someone gets when they look at your Website? How easy is it to locate, and what does it say about you? Does it enhance your brand? Does the message being sent say what you are trying to communicate? Have you looked into SEO (Search Engine Optimization)?

5. Far too many individuals today build artificial walls by relying too heavily on these methods, while ignoring or nearly ignoring the all - essential methods of professionally using the telephone, and getting out and being face - to - face, with your potential constituents, stakeholders or desired audience. Therefore, it is very important to become professional in these methodologies.
Don't use one of these components, while overlooking others. Those that want to market themselves to their fullest potential, and thus get the best results, need to use the discipline to use all of these.