May I Offer a Little Friendly Advice?

There is an old saying: "Free advice is only worth what you paid for it". Well, hold on! Not everything that is free is completely worthless. Consider the air we breathe. Yes, there are times when advice can be good and beneficial to its receiver. There is another adage: "The best things in life are... FREE". Perhaps more than the actual advice, we should better scrutinize the source. WHO is the one imparting the sage wisdom? Are they actually a sage? In other words, is it someone who actually has experience in that field?

When I was in business school, we had the occasional adjunct professor teach some of the upper class courses. An "adjunct" was someone who was not on regular staff, but still worked in the industry of which they were teaching. That being the case, they were usually night classes. I always had this feeling that the regular faculty didn't like adjuncts. Nonetheless, THEY are the ones from whom I learned the most. If I saw an instructors name in the course catalog I didn't recognize, I knew it was probably a business owner or CEO. It would be someone I could ask real-world questions and get a straight answer. An answer based on experience and not what was already written in the textbook. In other words, I valued their advice.   

In real estate, it is estimated over half of all agents nationally quit after the first year in the industry.   One major reason for the high turnover is rookies feel they are not adequately trained in the BUSINESS of real estate. Over a decade ago, I was a real estate trainer for one of the largest RE/Max franchises in the country. It was a job I enjoyed and held that position for about five years. The program I put in place for new agents was hugely successful as evidenced by the stint of their careers. The training was said to be so good that veteran agents of other companies would recommend their friends who wanted to get into real estate to come see me! The managing broker loved me.

Given the acclaim from within as well as externally, you would think all the newbies would always hang on to every word I said in our training meetings, right? Nope! A new agent would knock on my office door and ask "Do you have a minute"? I always made the time. Once they asked a question or told me of a challenge they were having, I would tell them the best course of action or even offer a couple of suggestions. USUALLY, it was based on an experience I actually had throughout the course of my own career. I was puzzled the times they would not heed my words and go it their own way, sometimes re-inventing the wheel.   

On one particular incident, one of my agents asked if she could simply use the old house photos from an online listing that had expired with another company. Though I had never heard of such, I told her it was best she take her own listing photos and "start fresh". Simple enough, right? It may have been laziness on her part, but it certainly was not by accident she posted the old agents pictures online. Three days later the broker of the expired listing's company called my broker and words were exchanged. I believe the topic was intellectual property rights. Once my young agent caught wind of the conversation, she called the old agent and further exacerbated the situation. Feelings were hurt and there was now bad blood between the two firms, which in real estate is NOT good. Not good at all. All she had to do was take my advice... and her own damned photos.

What I realized was there are people who seek validation rather than unbiased advice. They have an idea and go to the expert. IF the expert agrees... YAY! But if the veteran dissents, they simply do what it is they really wanted to do all along. I use to be extremely annoyed by this, as I considered my time was wasted. Now I see it is part of being human. To varying degrees we all do this. We get it in our head what we want to do, but ask opinions of others to cover ourselves. This is why it is vitally important to suspend making final decisions on important issues until enough workable information is in. Granted, it's hard to separate our emotions from a logical decision. That's the human part I was talking about. Consider all the down on their luck gamblers in Las Vegas; a prime example of not separating ideas from emotion.   

Real estate is a tough career, but so is public speaking. I'm not even talking about being on stage. That is only 10% of it, the tip of the iceberg. As a public speaker and corporate trainer, I have about ten people a year ask me how to get started as a motivational speaker. I always stop what I am doing and take time to talk to them and answer any question they have. Why? Because a lot of successful speakers along the way stopped to talk to ME. They gave me advice and I took it. I always let novice speakers know the one most IMPORTANT bit of advice I can spare for someone just getting in the business; join Toastmasters International. Toastmasters is a public speaking club where one can learn the skills. The cost is only about $100 annually and generally, members are warm and welcoming. So, how many would-be Tony Robbins took me up on my advice? None! Not a single person I ran into again or called a month later actually joined Toastmasters. My guess is their dream is more attractive than the actual work of bringing it into reality. 

My advice to you: the next time you seek someone's opinion and their idea is contrary to what you initially thought, do further fact finding. However, they may be able to spare you some heartaches and stress. Has this person actually done what it is you want to do? If not, then WHY are you asking them?  Find someone qualified with real-world experience. If something isn't as easy as you originally thought it was, you're probably on the right track.    

http://MomentumSeminars.com
MomentumSemianrs@gmail.com

Professionalism Begins Online

We have all had bad days, but is that a license to blab to the world about how much you hate your job because we're just not "feeling it" that day? SPOILER ALERT; the crux of this article is that no one cares! Nonetheless, there will be teachers, CPAs, Realtors and even doctors who will spill their guts on the internet through social media. The individual may feel a little better after a purge, but his or her audience is aghast.

A couple of weeks ago, I was with about a dozen veteran real estate agents who were mortified by some of the recent posts of fellow Realtors. Things that apart from just being in bad taste, could actually get the licensee in a lot of hot water. Of course, I immediately pulled out my smartphone to see who was doing what. Oh yes, you will get reactions, but will you get business? I will confess just when I think no one is reading my feed, I may drop a quick comment about an elected official or some new government policy and inadvertently start a firestorm controversy. Right there on MY page... YIKES! Well, if you are alright with that, than that's your business decision to make.

It really is a business decision. Most people with a professional license are independent contractors. That being said, they are small business owners. To which they are THEIR OWN boss and responsible for taking measures to avoid liability. If one agent tweets out their own resentment toward a fellow Realtor, the overall process or heaven forbid, their own client, repercussions are soon to follow because literally everyone on the planet can read it. As in the case of Realtors, the NAR Code of Ethics, Article 15 reads...

"REALTORS® shall not knowingly or recklessly make false or misleading statements about other real estate professionals, their businesses, or their business practices." 

The supporting standards go on to state the professional could be made to remove the post and, essentially, apologize. In the case of clients, they could sue over a careless post as it is a breach of agency. So why would someone want to air their dirty laundry online in the first place?

Rachel Albertson, with InfoRule Social Media, a Murfreesboro based marketing firm states; "You do not have to be friends with clients on social media. In fact, I do not recommend it."  Apparently, Disney thinks that's a good idea as well. Their employees are NOT permitted to mention they work for Disney. To violate this policy could be grounds for termination. So, be mindful of how you intermingle your private life with business.

Legal issues aside, remember what your mom told you about "conversation in mixed or polite company"? Do not discuss sex, politics or religion. Mom was right! Yet, here is where a lot of people miss it. To spare you the details here, MASHABLE has compiled a list of people who were let go over social media posts. I am not suggesting we have no opinions or never share our ideas, that's not my place. Though I will offer a friendly reminder if you post something political, you stand the chance of alienating half of your audience.

Professionalism begins online. In the 21st century, the majority of consumers start looking for an insurance agent, mortgage broker, Realtor or dentist through the internet. The search is actually a funnel. The buyer asks a question of a search engine, follows the answer to an industry publication, then a geographic company and then YOU! They already have a vague idea of what a professional is suppose to be before they ever click your name. When they ask a serious question, they anticipate a serious, coherent answer. If what they find instead is an agent posing with a sock monkey, they may not take that professional as one who is serious or would be responsible with their money. In short, the agent appears UNprofessional. Don't get me wrong, I love sock monkeys as much as the next guy, but if there is no marketing tie-in or a picture of a give away at a children's hospital, no one would take me serious. They certainly would not trust me with their biggest financial investment. Time to take down the cutesy avatar.
Blaine@realtracs.com

Are you LISTENING to me? Well, probably NOT!

When I say the word; "communication", what comes to mind? Likely you think of someone speaking, either publicly or inter-personally. You might  have even though of MASS communication which brings to mind TV and radio. Either of which involves someone talking. Have you ever stopped to think listening is part of that communication? In fact, it's exactly fifty per cent. It doesn't really matter what someone says if there is no one there to listen. Without the other participant in the communication process, the idea put forth might as well be an individual thought never leaving the senders mind. It's like that old adage, "if a tree falls in the forest and no one is there to hear it... who cut it down", or something like that.          

As a public speaker, I am all too aware of the importance of constructing thoughts in such a way, it will be understood and hopefully, well received by my audience. Also important are vocal qualities and platform skills. However, I am completely at the mercy of my listeners as to whether they WANT to receive my message. When it comes to small groups or talking one-on-one, the same concept applies. The effectiveness of my idea or concept is only as good as someone who is willing to hear and accept it. Again, I am at their mercy. We have all had those conversations where we were not sure our partner was truly listening, or perhaps we even "zoned out" ourselves. Why in our culture, do we put such an emphasis on the one doing the talking as the one who is active, engaged or putting forth an effort when it comes to sharing ideas? We view the one making the noise as someone DOING something, but what about the receiver? Is that person not also supposed to be actively engaged in the conversation?    

Indeed, "active listening" is a skill, unfortunately, not one appreciated my most people today. Many will be polite and allow someone else to finish his or her thought, but the entire time they are deep in thought as to what they will say next. "Quiet time" is only long enough for someone to shut up. But when the shoe is on the other foot, can we be assured to receive better consideration? That's why I like to quiz my listeners with "what are YOUR thoughts on that"? In truth, we've all been caught off guard at one time or another. Here are a few pointers to help you listen more actively; 

Rest - your mind. Don't jump to a conclusion of what you think the other person is going say next and suspend judgement until they have completely finished their thought.

Resist - the urge to interrupt with your own thought or point of view. Instead, when you have a salient point write a one-word note to prompt yourself to visit that idea later. We must also resist the urge to judge. Allow the talker to finish his or her statement. Scrutinize his or her thought only after that person has completely explained the idea. 

Respond - with short signs of attentiveness such as; "oh", uh-huh" and "I see". Short questions, such as, "What happened next?" will show your communication partner you are listening. Also, send visual cues that you are engaged in what the person is saying by nodding your head and uncrossing your arms. 

Restate - on occasion, in your own words to let the listener know you truly internalized the point they were making. Comments like "So, you're telling me your challenge with this project is..." assures both parties are on the same page. 

Reiterate - what you believe to be key points of what the speaker is saying. This could even be done in the form of a question and followed up with "tell me more about that". 

Reflect - on the entire message when the other is done talking. You may even want to apply what you heard to your own experiences or something that affects you. How could what you just learned HELP you?

By following these simple concepts, you can eliminate much confusion which might otherwise accompany a dialogue. Not only does this apply to interpersonal speech but to sales calls as well. By simply listening, you may uncover a new need or unstated objection that will eventually lead to the sale. When someone is talking, just be patient, hear them out and when it's your turn to speak, insist they do the same.

There is no leadership without a sense of vision.

As a corporate trainer, I often open my seminars stating; "The single most important skill of a good leader is that of communication". A manger or executive with an industrial expertise may point to another attribute such as accounting or engineering. However, when it comes to the task of actually LEADING others on the team, one would be hard pressed to disagree with me. Otherwise, just ask anyone who had a great idea and could not bring it to fruition because others did not share in the vision. 

Unfortunately, there are a lot of professionals who perhaps due to their technical skills, gained a position of influence and yet do not truly appreciate the need for them to be "visionary". He or she has the degree, certifications, experience and skill sets to accomplish the tasks at hand. Yet, business professionals many times fail to understand the moment they take on the responsibility of a staff, team, department or even a single intern, they automatically become a LEADER... like it or not. I say that because there are a lot of business people who detest the responsibility of dealing with others and seeing to it staff members contribute their individual portion to the team. The attractiveness of title, prestige and more money clouds the reality that there will be a huge shift in their personal responsibilities. It is no longer the emphasis on individually doing, but instead relating what needs to be done by the team and WHY. 

Recently, I was presenting to the executive staff of a large energy company. The organization had recently undergone several growth spurts and weren't done. They understood the importance of creating a strategic plan relating the direction they were moving to their more than 1000 employees. Out of this, came the need to develop core values, as well as mission and vision statements. The company was undergoing such change they wanted to ensure all the workers were aware of the new direction they were going. Otherwise, employees would not see the need to be flexible in their understanding of what the individual job was. Where thee is confusion in the ranks, you have a loss in productivity, effectiveness and profitability. There could even be safety concerns for any entity that changes course and does not bring its members along.  

Followers WANT to be led! The good ones show up to work and fully expect to receive that day's marching orders or to be informed if the daily routine has been altered. Without a sense of direction, employees lose confidence in the organization, their leaders, even themselves and their abilities. To fill the void, they will many times create their own set of priorities, process policies and deadlines. However, these will all be different from one worker to the next and more than likely not be up to company standards. In time, the company will be swallowed up by inefficiency, lose their customer base, and eventually fold. The frustration an executive may feel is often one of the signs something is wrong and it may present itself too late.  

As a business leader, it's not enough to be proficient in your position, you must also bring the team along for the ride. That means telling members of the team where the ride is going... and why. In short, creating a vision. Key concepts, such as a vision statement is not the only way to do that, but it's a really good start. It may also require additional training and frequent updates. By opening good lines of communication to allow for questions, ideas and feedback, a leader can be assured that the team understands his or her direction. But if that leader simply assumes everyone knows priorities and what to do without follow through, that professional stands a good chance of not being in the position for long.   

Blaine Little
http://MomentumSeminars.com/
BlaineSpeak@gmail.com
 

Are You Aimlessly Wandering as a Manager? You Should!

In management, you have not only the position of leadership but all the responsibilities that come with that appointment. Even though one may be "the boss' or at least a functionary of the boss, there are still duties to perform and decisions to make. That means reports, analysis, deadlines and directives. Most of those duties and decisions cannot be passed off to members of the team or crew because... well they're not the boss, you are!

This means countless hours poring over facts and figures, writing memos, attending meetings and working late in a tiny little cubbyhole you call your office. More than likely, your business school professors never told you about that part of this glamorous job. Nonetheless, it falls to your sense of duty to get comfortable behind your desk and scratch your head while reading a memo from the Accounting Department which states, "this doesn't add up". In order to get things done, you simply cannot afford to spend that much time in the bullpen or on the shop floor, right? Wrong... WAY wrong!        

If there is one thing to learn from Machiavelli's The Prince, besides when it is politically advantageous to not be cruel, it is that of being present. No prince can rule from a foreign land. It doesn't matter what systems are in place, things will naturally break down if people don't hear from, and most importantly SEE their leader. You physically have to present yourself to your team to say "I'm here".

Yes, "when the cat's away, the mice will play", but maybe not for the reasons you think. There are those in every workplace who will do as little as possible while they are in it. However, there are those who sincerely want to put in an honest day's work as well. Without a certain amount of oversight, work will slow down and those loyal to the company will lose focus and feel downright abandoned by management. People look to a leader to ensure they are on the right track and that their efforts won't be a waste of time. They need instruction, guidance and even the occasional inspiration. Believe it or not, that doesn't come from reviewing reports. Those concepts must be communicated and a proactive leader must not wait until an employee knocks on the office door. We all know, by that time it is often a much larger problem that could have been quashed days ago, if only we knew about it then.  

Occasionally getting up and walking around for no particular reason is actually a very effective management tool. Years ago, Tom Peters wrote about this activity and called it Management By Wandering Around (MBWA). Though, we have seen this practiced throughout history where great leaders such as Abraham Lincoln would "pop in" and make their presence known. The intent is simply to see what's going on. In the course of doing so, you will identify issues that need your attention as well as come in contact with those who can fix overlooked problems; your employees. 

To be clear, I'm not talking about micro-managing, skulking behind the office planter or crawling on all fours from cubicle to cubicle. The point is to be noticed. Members of a team often see only their specific function and simply may not recognize a problem for what it is. Not only is this a good point to delegate someone to eliminate an issue before it grows fangs, it is also an opportunity to interact with the rest of the crew. They fully expect there to be guidance from one who is more experienced, but will grow to resent your absence. Without your presence, they will start making their own productivity decisions that may not be in line with that of the company. 

From a point of morale, people want to know the leader is there. They want their work to be validated and the workers to be appreciated for their effort. It is important we praise their actions and give correction where needed. We also need to connect with people on a human level. Asking such questions as "how was your weekend?", "did your son do well at the track meet?" and "do you have pictures of your sister's wedding?" is not a waste of time. This seemingly idle chit-chat leads to respect and trust. These are two things that must flow in either direction if a team is to be successful.  

Notice, Peter labels this as "wandering". There is no set time, course or agenda for this movement. It's simply walking around your department to see what's there. This could be in the morning or afternoon, or both. Carrying a pen and small notepad probably isn't a bad idea either. During your leisurely stroll, take the time to interact with the people who make you look good by asking them if there is anything they need from you. Initially, your employees will be down right puzzled by your daily jaunts, but after a week or two, they will be use to it and view them as normal behavior. In fact, they will anticipate your arrival and many times have questions or concerns for you to address. Many of these issues would never have come to your attention had you not made yourself available to your team. 

Blaine Little
http://speakingforeffect.com/
BlaineSpeak@gmail.com
 

If you were an animal living in a jungle, would your HR Director ask you stupid questions?

A couple of years ago, I read an article in Entrepreneur Magazine about "wacky" interview questions.  I was concerned this article was written to provide questions for JOB INTERVIEWS. In it, the reporter states she is conveying some of the off-hand questions one might receive in an interview. You know the one's; "if you were an animal in the jungle what animal would you be. The appropriate response is a lion. No stipulation as to whether this was before or after the Wizard handed you the Badge of Courage. It's nothing new, these questions have been around for decades, but it just strikes me as unprofessional.

Recently, a friend of mine who had been out of work for several months while his wife was very ill, and a daughter about to be wed, for which he was to pay, was contacted by a company several states away for a new position. They flew him in, put him in a hotel, and gave him a per diem for food. At the interview, he was asked "if you were a fish, what kind of fish would it be"? Really? After all the expense and frustration, this is the type of questioning they come up with?

Several years ago, my wife went to an interview where she was asked "what's your favorite color", and of course, the "jungle" question? She thought the interviewer a moron, but some how, got the job anyway. As it turned out, the entire company was run by morons, and she had to ultimately seek employment elsewhere, which did work out in the end. It was a colossal waste of time, money, and even emotion. Why put people through such turmoil?

The article states, this is a way to uncover critical thinking skills. If someone asked me "what color crayon I was" the only critical thinking I would contemplate would be whether the interviewer got the idiot gene from one parent or both. Why not pose a typical scenario, and just ask them how they would handle it. Uncover programs they implemented at their old job. This is called the behavioral interview technique. It's also been around for decades and is more certainly a better indicator of employee skills. 

However, in the words of George Carlin, "What if... there were no such things as hypothetical question"? I am convinced many interviewer and staffers in HR simply don't know what to ask. A large part of that could stem from the fact that department heads and Personnel aren't talking to each other in terms of what qualities to look for in a potential employee.  Ask an interviewee what their goals would be in a new job. How might they make a particular process more efficient? Those would be professional questions and a good use of time. If all else fails; "What was the dumbest question you were ever asked at a job interview"?

Read the entire Entrepreneur Magazine article here;   https://www.entrepreneur.com/article/230931    

http://speakingforeffect.com/
BlaineSpeak@gmail.com

Well, If You ASK Me...

We Realtors® are by and large gregarious, fun-loving types of people who take pride in our work, and love to see our clients smile. We want to always place those smiles on their faces because it is instant reinforcement we are on the right track and our people love us. Oh, how FUN real estate is! But if our powers of observation lead us to a potential pitfall, or if we have to break bad news, we tend to get a little shy in our approach to speaking with our people.

If our buyers want to move on a property we suspect is already listed under market, or if our sellers wish to reduce the list price, we are all too happy to offer our opinion. Yet, timidity sometimes sets in when we discuss a purchase price, or whether to accept a counter-offer. After all, that's an administrative minefield, and we don't want to look bad if our advice backfires. However, whole deals will go south if we do not offer our advice. Our clients will become confused, frustrated and leaderless. In short, we fail when we do nothing.

Why should we ever wait for our clients to ASK us anything as it relates to the real estate process? It seems amazing when an offer comes in and the professional simply throws the paperwork on the table, and asks "So, what do you think"? That's not offering advice, that's being a currier. Our clients hire an industry expert, and deserve better. In fact, if they don't get the service they think is owed them, they will go elsewhere.

Of course, the people we represent are under no obligation to actually take our advice, but it is comforting for them to know our idea is an option. Years ago, I was showing a home in rural Rutherford County. The property was almost a century old, the floor slanted, there were cracks in the drywall, and through an attic window, it appeared to be hewn timbers between every other rafter. I actually said "PLEASE, do not buy this property!" I was fearful from a safety standpoint. I told them we could continue to look for homes elsewhere. But the dwelling reminded the lady of the old homestead growing up, and the man insisted he was handy enough to make such repairs himself. They bought the house against my objection.

Ultimately, our clients hold all the decision-making cards. Much to my relief, when  I visited them a month later, almost all the repairs had been made. So, do I feel ridiculous for voicing my concern? Absolutely not! In fact, before moving forward on the purchase, they did take time to more deeply reflect upon what it would really take to make all the repairs once they took possession. So, I did my job.

As Abraham Lincoln stated "A lawyers time and advice is his stock in trade". Whether we advise to; accept, reject, or counter; go high, go low, or go home, our clients expect a certain amount of guidance beyond where the GPS tells us to turn for the next appointment. We need not always wait for them to stare at us in stone silence before we open our mouths. They are already waiting for us.


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www.MomentumSeminars.com

A Picture Sells a Thousand Homes

The old adage, "A picture says a thousand words", is true, but what words is it saying. Just how many of those words follow the exclamation "Oh, ..."? Do we present ourselves as industry professionals, or simply scare small children? As sales professionals, we want to put our best foot forward, but what of the rest of us? Most people are hardly interested in our feet. Well, OK, there's a few of those.

Within the real estate industry, the licensee will typically put a picture of themselves on the front of their business card. When I first became a Realtor, I asked my Broker if it was some sort of State requirement, as I was not use to the practice in my previous business trades. I was told; "No, it's just something everyone does". The Broker then informed me I should go to one of the most expensive photo studios in town, as that will make a difference when I hand out my miniature billboards. I'm too cheap to follow that advice, but I did take the former. Not wanting to rock the boat, or go against the crowd, or be perceived as a free-thinker, I promptly made the decision to put my face on my first running of cards over fifteen years ago.

In fact, I used the same photo for each and every order of new cards. For years, it was my lead to meeting new and prospective clients. Eventually, the idea rooted itself in my brain as a professional business concept, not just an industry cliché. It helps people connect a name with a face, and (hopefully) shows me as someone who were friendly. However, when it got to where people would take my card, look at it, look at me, look back down at the card, look back up at me, hold the card next to my face, look at the card... Well, you get the point; it was time for me to update my photo!

I was finally going to have to let the file on my computer simply entitled "ME!", go. Letting go of "ME!" would not be easy, I would also have to come to grips with the idea of getting older. Though, I am a bit taken back by how many of my colleagues also had a hard time letting go. Sorry to say, but I too sometimes make a double-take when handed another professional's card. It's human nature to stick with what we know, especially in business. We brand ourselves, and spend a lot of money and effort promoting that brand. However, every great marketing campaign needs to move on top the next phase. It's not defeat, it's just progression. Here are a few ideas that may spark some innovation with developing that NEW look;

First, don't forget to smile! Even if you are a bit insecure about your smile (pssst... a lot of us are), you will drum up a lot more business with a "cheesy" smile than a scowl.

Use a professional. By the way, not everyone with a studio or expensive camera is a professional. Ask a colleague with a nice business card who is good to use.

What do the stars do? They use straight-on headshots. Several years ago, it was a common practice to show some sort of action oriented photo. There would be poses, such as an agent on the phone, in a meeting, or perhaps just sitting at their desk. Personally, I have never been a fan of these, as they look too contrived.  They may work better on the website than a business card. If the headshot is good enough for Hollywood, it should work for us.

You need not be a fashion plate, but that 80's "Cosby" sweater will not showcase the new you! If you really are only going to sell land and farms, you can get away with a bolo, and flannel. Otherwise, wear a jacket or tie. Hawaiian shirts; if your name is Tom Selleck, then by all means.

Finally, don't overthink it. If you try to come off looking a certain way, the way you intend may be misperceived and backfire on you. The background is less important than people wanting to get to know you. Please don't get a "glamour shot". Are you an aspiring model or a sales professional? My experience; people actually do want to see the real you. It makes you that much more approachable and likeable. It might not be a boost to the ego, but you just might sells more houses. Some times, letting go of the old "ME!" is a good thing.

http://SpeakingForEffect.com 
BlaineSpeaks@gmail.com

Still Waiting on Your "Moment of Zen"?

About a week ago, I had the fortune of meeting Rudy Ruettiger. You know, of "Rudy, Rudy, Rudy..." fame. Though given his small stature, he was still able to do what everyone said he could not do on the Notre Dame football field; COMPETE. I remember watching this inspirational movie with a room full of my Fraternity Brothers back in the mid 90's. His life, and the movie are truly motivational. Sean Astin's portrayal of a doggedly determined young man reminded all of us to simply never give up on our dreams. Though none of my Brother's would ever admit to it, I knew for certain several were almost in tears. I however, maintained my composure... well, at least in the A-frame where we were all assembled.

 

When I heard Rudy was coming to town, I knew I needed to see the man and hear him speak live. For years, I had heard he was a powerful keynote speaker, who was very motivational. Not only did I want to pick up some pointers on public speaking, but I confess I also wanted to feel "inspired". Inspired to do what, you ask? Well, I wasn't exactly sure, but if I did a back flip, or just ran around the gym floor like a chicken with my head cut off, THEN I would know I got my 20 bucks worth! So many times, people find themselves waiting for someone to give them a reaction. ANY reaction. All too often, these people go down a negative path thinking this other person will eventually bring them happiness. Okay, fine, we all need those little jolts to our system every now and then, but why wait on someone else to do that for us?  

 

A "moment of Zen", is when a Taoist does something to preoccupy their mind, while waiting for truth to reveal itself. Stuff like contemplating one's naval. All I ever found was lint. Or perhaps to ponder the paradoxical question "what is the sound of one hand clapping?" Here's the answer; it's exactly half as loud as two hands clapping. But do we really need an outside influence, or to put our brains on hold to have an epiphany? Wait, let me think on that for a while.... NO! The answer is "no", we do not need to put our brains on hold!  

 

During Mr. Ruettiger's speech, the one thing he said that really stuck out in my mind the most was; "Dreams come to you when you're inspired". I had to ponder that for awhile. What did he MEAN by that? Was he speaking a higher wisdom, than my little mind could not translate? Was this a carefully crafted syntax that only a few people in the room, who attended a secret meeting before, would be able to understand? Was this a "code" of some sort? No, I believe what he meant was if your life is mundane, or you do not feel inspired to do something great... seek out your inspiration. In the immortal words of another equally motivational movie (City Slickers), "Go find your smile".  

 

You don't need a "guru" to tell you how to be your best. Just LOOK at all the people around you who have already overcome great adversities... or in your own life. Then ask "how can I bottle that"? How can I keep my goal ever present and in the forefront of my mind? For some, those questions may be more basic; "what makes me happy", or "what makes me feel good about myself"?  These are really good questions with which many so-called successful people still struggle.   

 

So, let's review. I attended an event with a motivational speaker, only to have that speaker tell me I didn't need him to be motivated. Essentially, I could be my own source of inspiration to help me realize my dreams. Now, THIS was my moment of Zen! My "ah-hah" moment! The epiphany for which I was looking... and I could have just stayed at home.    

 

So, would I ever pay to go hear Rudy speak again? Well, yeah, probably. But not because I need some new pearl of wisdom that would unlock the secret of life-long bliss, I just need a gentle reminder from time to time to make sure I am on the right track. Also, it was nice to know that Rudy himself was so... nice. After the event, he took time to shake hands with everyone who wanted to see him. As a long line of people told him one after another what his story meant to them, I would occasionally see him come almost to tears. To which neither I nor my Fraternity Brothers would ever allow. But maybe Rudy really is the bigger man after all. "Thank you", Rudy! NOT for inspiring me, as much as reminding me I can motivate myself. 

 

 www.SpeakingForEffect.com

 

So, Just ASK, already!

Do not underestimate the power of asking for that which you desire. In business, it is generally expected that after the "pitch", comes the "ask". It must be in that order, too. Why would a buyer or potential client do business with someone else, without knowing all the facts first? As Realtors, we rehearse our presentation and practice eliminating objections, but we give little consideration to actually getting the ink on paper. Too often, business people sit back after we have shown all the graphs, answered all the questions, and simply STARE at the prospect. The prospect finds this really creepy, by the way. Without asking for the order, the default answer is always "No". Even worse than not actually asking for the contract, we may give the feckless "so, what do you think"?

Asking also plays a big role in charities, recreation, and civic organizations as well. Years ago, I was curious as to why there wasn't more participation in the annual Chili cook-off in my real estate office. The Managing Broker of the company told me, "Some times, people just want to be asked". That really struck me as odd. This was something we did every year in the Fall, and everyone always partook and had fun. So, it's not like people didn't know to enter the contest, especially since it was posted, mentioned in a meeting, and followed up in email. After all, if an opportunity was available, or a position open, such as "Snack Chairman" for the high school volleyball team, wouldn't people just raise their own hand, and say; "yes, I would relish the opportunity to be the Snack Chair this year". I followed her guidance, and sure enough, we were able to double the participants, and everyone enjoyed the party.


Some time later, that same real estate broker needed to fill an Office Manager position at the firm. She must have had over a dozen applicants. She selected three or four potential hires for an interview. After the process, she confided in me, her decision came down to the one interviewee who actually ASKED for the job. I was under the assumption being grilled for twenty minutes on what animal you would be if you lived in a forest, WAS asking for the job. Apparently, not. The lady stated how much she really needed the job, and actually vocalized the words; "Will you hire me?". Turned out, she was a really good fit for the office, and she never for a second indicated she took the position for granted.

Seeking a favor puts us at a disadvantaged position. When negotiating, we want to come from a position of power and strength, but in asking, we admit the ball is in the other person's court. Many times, the ball IS NOT in our own court, and coming to that realization puts a knot in our stomach. Nonetheless, formally requesting the business is where the rubber meets the road. Even being denied your request is certainly a better position to come from than; making your presentation, dodging objections and being grilled for half an hour, only to toss out "So, what do you think" in the end. My advice; swallow your pride, and just ask!

 http://speakingforeffect.com/

Does Your Customer Service... SUCK?

I'll be blunt, customer service in the 21st century, pretty much sucks! Like small children, we have become a self absorbed society, and lost touch with the idea that the consumers of our product or service are ultimately responsible for our paychecks. In a word, our "BOSS". But in a world filled with selfies, web addresses that begin with the word "MY...", and an ever increasing use of unidirectional communication, i.e. texts, our focus has shifted from the true money makers. Large businesses, it seems, are more concerned than ever about taking in more than they give out. You can imagine the strain that would create on their relationship with the public.  Where is the pride so many companies use to tout when it came to their customer follow up? Do we understand the public's expectations of us? Do we care?  Are we conceited, or have we just forgotten HOW to talk to customers?


The other day, an associate of mine commented on how great the customer service experience was with Amazon. To which, I replied how shameful it is that an "upstart" organization online, or over the phone can deliver better service than someone across the counter. It seems each year, dealing with a breathing body at the point of sale is becoming less, and less enjoyable. In fact, it's more and more one directional. Do you hear that sucking sound too?

A month ago, I needed to get a new cellphone, so it was just a good time to change carriers altogether. I knew the headache I was in for, but felt assured someone at one of the world's largest department store would be able to educate me as to the proper service that would fit my lifestyle. Typically, I go for the face to face transaction, though I am starting to rethink that. I looked at the in-store map for Plan A, and my entire State appeared to be covered in bright orange. That's a good thing... I think. However, after waiting two days for "coverage to kick in" at my home, I took the product back to the store. I was informed though the coverage map was correct, it apparently just didn't reach my home address, which, by the way, is in the geographic center said State. Really? Yes, they implied that the problem was somehow with me.

Undeterred, I switched to Plan B, however none of the four employees including a member of management could easily facilitate me in the switch since I was so newly in the system. Something about a vendor policy that would not allow them to manually fix the problem. Their solution; dial a toll-free number and hand ME the phone. Pathetic, but true. I first spoke to a man who explained the clerks earlier actions at the register deleted the phone number I had for the past decade, and he asked if I wanted him to see if he could retrieve it again. Obviously, my answer was "yes". Why he even hesitated solving what was an apparent problem, I don't know. Two hours later, after speaking to several voices, including Mary, who informed me she would need "two minutes of SILENCE" on my part while she typed in everything we discussed. Apparently, she was using pen and paper before. "Yes, Mary, I will grant you two minutes of silence", I responded. Anything to get it over with. A college buddy of mine told me I should have done business with a company that specializes in cellphones. He's right of course, but nonetheless, this mega corporation had forgotten what I was told the first day of business school; "If you cannot service the product you sell, don't sell it". 

Corporations are at fault as much as individual employees. In the "me" generation of business, we tend to think once a product is out the door, or contract signed, we are done with our part of the sale. However, we need to wake up, grow up, and recognize the establishment of a business relationship that will carry on for several days, if not years. A distance transaction may go smoothly, because management has empowered their employees to make certain decisions. Of course, they are being closely monitored when there are electronic means being utilized. So, why are the counter clerks not empowered at the brick and motor storefront? Perhaps it's a trust issue on part of the company which might not be able to eavesdrop on every conversation.  More than likely, it just goes to poor training. It's no doubt, the mega store was running scared during Amazon's recent attempt at a "Christmas in July" promotion. It's assurance. Even if they get it wrong, Amazon will fix it.

So, who are customer reps? Anyone who deals with potential customers on behalf of the business itself. Whether you are an independent contractor, sole proprietor, or just one cog in the spokes of a billion dollar machine, if your interaction has the ability to put a smile or frown on a clients face, you are a customer service representative. That being the case, you are the eyes and ears of business. You also have the power to effect whether that business thrives or dies. Oh, did I mention your actions effect your paycheck? Payroll departments tend to stop issuing checks when their companies go belly up.

Customer service is not easy. But neither is business itself. It never has been, which is why so many fail. Last century's giant could very well fall to next year's upstart which fills a void; delivering or surpassing customer expectations. A third-world country may surpass America in overall sales of widgets and thingamajigs! Though, it may not be too late if we train, empower, and promote a higher standard of customer satisfaction among those who have the ability to raise it. With a shift from "me, me, me", to "the customer is always right" (remember that?), a business just might survive. We might make the process "suck" a little less. In fact, we could BREATHE new life into an organization that was almost on life support.

http://speakingforeffect.com/

Talk a Good Game!

Talk a Good Game! by Blaine Little

I have long said, "real estate is a people business"! Oh, I can hear the rumblings now... "But Blaine, didn't you swear off cliché's and erroneous business maxims in this blog"? Good catch! I knew I could count on you to keep me honest.

What I mean by realty being a PEOPLE business, is that it actually has little to do with real estate, or the property itself. Unless you are a builder, or investor, your commodity as a Realtor is in the service you provide, not brick and mortar. How many times have we been contacted by a potential buyer wanting THAT particular house, only to realize for one reason or another, it was not suitable for them? At that point, do we camp out on the front porch of THAT property, or begin to work with the buyer?  You see what I mean by it being a "people" business.

That being said, there is a whole new kettle of emotional problems in working with clients versus a house. Yes, emotions come into play when you work with people. It's not so much a buyer wants THAT house, but rather what they think it represents. How will their family be affected by the move? Are their children safe here? Does this dwelling allow the family to accomplish it's goals? And those newly single may not wish to be reminded of times at their prior residence, or the pain of losing a member of their family either through separation or death. We think of the experience being most emotional for our buyers, but we must remind ourselves, sellers are people too. Typically, we just don't see them as often, and may not consider what is going through their minds.

But, unless we are also clinical psychologists, how do we deal with all these feelings, which aren't even ours? The answer to this complex problem is simple; we talk. We ask questions of our clients, understanding their first response may not be the most accurate. We advise, tell stories, give feedback, and ASK for feedback. We must constantly "take the temperature" of those we are trying to help. Which means asking some of the SAME questions throughout the process to ensure our clients needs and wants haven't shifted once they receive more information about the real estate process. I learned early in my career to not WAIT for my people to offer comments, or ask questions of me. Often times, they don't know what to ask, don't want to look ignorant of the process (which is why they hired us), or feel a bit overwhelmed and simply don't know where to begin.

As the professional, it is up to us to anticipate problems and ask questions before they get too big. For some of us, this does not come easy. There are those in real estate who are very good with numbers, and willing to do whatever it takes to hammer out a good deal for the people they serve. But, is that enough? These are the left-brain people (much like myself), who don't understand why someone would seem disappointed when "the numbers look really good". We must continue to probe, and pull the details out of the minds of others.   

For those of us not suited to reading the impressions of our listeners, it may be a good investment to enroll in a public speaking course at a community college. There, you will learn to judge your listeners' reaction to the information you impart, to see if they are following what you are saying. Or for that matter, to better analyze whether what you are saying is even relevant to your clients. Dale Carnegie Training and Toastmasters International are also wonderful organizations to help you with speaking, listening, and critical thinking.

The fact that you asked the exact same question a week ago is completely irrelevant! All people change their goals to accommodate what obstacles life throws their way. It is OUR JOB as professionals in the business to keep up with our clients shifting desires. A house doesn't change its wants and ambitions, people do that. Life would be so much easier if real estate were truly a housing business.


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