How you treat your customers becomes your calling card.
So I’m in the process of finding a new apartment. And I made a list of the key elements: Travel costs, location and proximity to work are the three factors I’m focusing on. Actually they are the key factors we all should consider when moving besides the monthly rent/mortgage. Long story short the realtor who has the most appealing listings is horrendous. And as I sit here waiting for them again, I found a few lessons to be had. So here are my reflections.
-A lack of manners and common courtesy will lose you business.
The secretary is a first line of defense. When they are arrogant- you are seen as arrogant. That doesn’t sell. When she is pompous or not warm to your clients. You are the jerk. What I’ve seen in this recent stint of realty madness is that I’m quite dismayed to see people treat me with little care. Its my money that will pay you. So be nice. Aka- your customers want the royal treatment. A smile. Some coffee. Polite conversation also goes a long way. Make a connection with every client and or potential client/partner. They will remember you for it.
-Asking for additional funds before providing/furnishing services is unacceptable.
This infuriated me. Suggesting I pay the full fee and deposit asap to hold the apartment. I made a transferable deposit two weeks ago. Therefore the apartment is mine if all goes right. Or as we said as kids- I got DIBS! Don’t shake don’t clients or partners in a venture for money before you have met your end of the bargain. Hey we all know business is about a dollar. But when you try to fast talk your way into a wallet you come across as one of two things: a snake or a con man. In this case it was worse as I was well aware of what he was up to. Using fear tactics to sell me a dream I hadn’t seen or had yet. And the BBB will get my letter. Money comes with math and emotions- so make people Happy and they will spend.
-Reputation suffers and Referrals are lost when people dislike the treatment they receive.
Your reputation must be guarded zealously. Trust opens door and wallets and when it is absent so is continuous cash flow. People want to use word of mouth. No one uses a contractor they haven’t heard of. No one buys a car they never drove or haven’t seen at least a decade of review for. In fact most people stick with one car brand for most of their adult driving lives. Why? The car and its manufacturer lived up to the reputation that secured the original purchase. Without a solid reputation you will lose referrals which means customers, clients, partners, and success will not be yours. Sure you could chisel a few people here and there but it isn’t worth the quick buck to lose your reputation. A grand now doesn’t beat five grand residuals monthly. Remember that.
-Consistent lateness isn’t ever cool or acceptable.
Every appointment and phone call has been later than promised. In a person to person business this is highly inflammatory. As a business owner and a customer I abhor the treatment I’m receiving. It took three hours to see two apartments two blocks apart- ok three blocks. And this was because the person showing the unit had better things to do than be on time. And this habit, yes habit has happened thrice. Yup you read right. She has been late to appointments three times.
there is no fashionably late in business. If you aren’t late for work NEVER be late for your business. The guy arriving early and staying late is the one to watch. He’s putting in the hours. Capt tardy- he has fun but I wouldn’t join his mlm or buy life insurance from him. And what’s more people will not refer him as we previously discussed. Don’t cut your income short with disastrous habits. Build a dream with due diligence, respect and timeliness.
-Have a great product.
I can’t stand this realty office. At every turn they have disappointed me. The service is lousy and they are so focused on claiming fees they don’t treat my wife and I well. The kicker is I’ve liked every apartment they’ve shown us. They hit the mark on the head four out four times! My ideal area, price and layout. Even the parking is decent. This is where they have me over the barrel. They don’t quite know it, but its true. And the lesson here is always have a great product. Never sell crap. Never sell what you wouldn’t buy. Never join a venture or brand you can’t be proud of. Whether its life insurance, vitamins, numismatics, or a service model- sell the best. McDonalds business isn’t hamburgers. Its real estate and a superior system. They buy the most lucrative locations. Then they sell you the turn key system to make your franchise profitable. This is the best product (Not the food per say but the success strategies).
Think about that.
Remember:
Always treat a client or partner better than you expect to be treated.
Always be on time.
Always have the superior product.
#thriveorsurvive
“Character is higher than intellect. A great soul will be strong to live, as well as strong to think.”~ Ralph Waldo Emerson
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Tags: #thriveorsurvive, @changeinadvance, courtesy, customers, grace, insurance, lateness, life insurance, manners, poise, posture, quality, realty, respect, smile, success, superior product, tardy, training, wealth
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