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.

Positively Speaking (and Thinking)!

One of the things I love most about the people I surround myself with, is that an overwhelming majority of them are so positive-minded! Of course, that's by design. There are certainly enough negative people on the planet, I just choose to avoid them. In this world, especially in an election year, you hear so many things about who did what to someone else, or who is at fault because they didn’t do what someone else thought they should do. Blah, blah, blah…  As individuals, we have to protect our own six inches between our ears. One way of doing that is by taking a positive approach to life! When I read or hear statistics of how the average person is generally down on themselves or otherwise unhappy, I'm shocked.  Some of this bilk comes from the carelessness of others, and yet some is of our own making. Many people go through life waiting for someone to come along and make them feel better about themselves. But who are THEY affecting?

A Positive Mental Attitude (PMA) doesn't exist in a vacuum. You have to build it. No one is going to give it to you hand wrapped and on a silver platter. Not your boss, nor your colleagues. Not your spouse nor your best friend… YOU! So, how does one create a positive environment? By taking initiative instead of saying “that’s not my job”. By helping others you see are struggling with a task at work. By being an example of leadership, though you may have no title. By doing something of interest to YOU, though others may frown on it. The world needs more positive people. Some times, it seems we are in short supply them. No one is going to put a smile on your face for you. No one is going to tell you (in a loving way) to change your attitude. No State will grant you a license on being a positive person. That is a decision you will have to make. Though, someone just might benefit from seeing or hearing from you. In a sea of negativity, YOU might just be that beacon of hope! 
   

www.MomentumSeminars.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

This Real Estate Market is Going to the Dogs!

This Real Estate Market is Going to the Dogs! by Blaine Little

Real estate is going to the dogs, cats, hamsters, goldfish and maybe even the occasional iguana. Perhaps more than ever, American homes have included the extra family member with four legs. Yes, many consider these fury mooches as actual members of the family. They both keep us company when everyone else is gone and awake when we want to sleep. But where would we be without our little fur balls that so desperately depend on us? But therein lies the rub, we as their masters, must tend to them.

Carl Sandburg so precisely quipped "Comb a dog, wash a dog... STILL a dog". Yes, but whether that dog is unkempt and dirty, it is still the responsibility of the owner. Too many times, home sellers think the Realtor will tend to the needs of animals during a showing. They erroneously believe the Listing Agent has some sort of a system for pets. In many cases, we're doing well to have systems for people! Increasingly, brokerages are adding considerations for animals in their listing agreements or even on separate disclaimers.

Years ago, I was showing a property on the edge of town. When I called to schedule the appointment the day before, the secretary on the other end of the phone seemed to immediately recognize the address. "Be mindful of the cat" she stated. "It has never been outside of the house". What an odd thing to tell a showing agent, I thought. What an odd situation, period. I asked for confirmation of my understanding of this listing's dynamic. "The cat has never been outside, you say?" "Yes, that's correct" she replied. What kind of cat has NEVER been outside before? No worries. My experience has been that most cats run and hide under the bed of a back room, and that is what I assumed would happen the next day. 

When we arrived at the property, I was to have my expectations shattered. With a clipboard in one hand and the Realtor key card in the other, I slowly opened the door, hoping the creak of the hinges would be enough to scare fluffy away. Not this cat! She saw an opportunity, and she wasn't going to let it get away. I saw the vacuum cleaners archenemy headed straight for me with a determined look in her eyes. I went to slide my foot in the crack of the door, but to no avail. When it comes down to a nimble cat or an overweight grown man with three of four limbs occupied, the cat is going to win that agility course every time. It hopped my foot and quickly headed behind the front bushes.

Try as I might, I could not reach the purring princess which now had a taste of freedom. Undeterred, I went to the kitchen and opened a can of tuna to try to coax her out. Even my buyers got into the act! They would take turns tapping the tuna can with a fork and leaning into the thick bushes chanting "here, kitty, kitty". After about a half hour, the cat finally bolted from behind the foliage and zipped behind the house next door. At that point, I did the only thing a responsible Realtor could do... we loaded up the car and headed to the next appointment.

Later that evening, I received a phone call. To my surprise it was the Listing Agent of the first house I showed that day. He was livid. Though, as mad as he was, he assured me he was not using the choice words his seller had used with him. "The cat (that had never been outside, mind you) got out!" My mind began to think, well the worst possible scenario. Will there be crying children? Will I have to make a visit to PetSmart or the animal shelter the next day? "So uh, what happened to the cat?" I asked the other agent. "Well, the owners caught her and brought her inside. She was sitting on the front porch eating a can of tuna." Though I felt for the dilemma my fellow Realtor was in, I failed to see the problem. All's well that ends well I thought. He continued; "Now that the cat has been out, she will want to leave again, and the sellers don't want that." Good for the cat, I thought to myself!

This is just one of many stories that drive the lesson home that the owners are ultimately responsible for their own pets. In fact, they are responsible for the house itself and everything in it as well. In an attempt to secure a listing, some real estate professionals may shy away from uncomfortable conversations and simply assure the sellers that everything will be alright with the livestock. What we really need to do is ask what safeguards the clients can provide during an appointment, and note that on the showing form. No one understands the temperament of that animal better than the homeowners. Our due diligence is in marketing the dwelling so our clients can achieve their financial and real estate goals. When it comes to babysitting pets, we must not allow sellers to put that monkey (dog or cat) on our backs.

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/

Can We Talk?

Can we talk?  By Blaine Little

I have long said “Real estate is a people business”. Yes, I know it sounds cliché, and I guess it is, but don’t let that deter you from the truth, and simplicity of the statement. I personally have nothing to sell you other than myself and the services I provide. When it comes to selling, a “widget” is something much easier to retail than is the concept of home. The buyer wants to have the pride and security of owning a three-, or four-bedroom house. Convincing them that we have the knowledge, and years (or months) of experience to make their dreams come true, is a much more delicate sales pitch.

So with that in mind, why would we not grasp the importance of good communication with our clients throughout the entire process? Whether they are buyers or sellers, they need the reassurances we give them. Reassurances that technology in and of itself simply does not provide. As an instructor, I teach a two-hour continuing education class entitled Professional Courtesy; Etiquette and Consideration in the Real Estate Industry. In it, one of the concepts I briefly convey the importance of remaining “high touch” in a high-tech world. Today, we have so many modes of communication at our disposal, but is it one size fits all?  Be it good news, or bad, from time to time (and many times), we simply have to look our clients in the eye and give a status report. But how is it best done to convey a message or update in a way that is still personable?

            My personal preference is; in person. Though the restrictions of time and distance dictate many of these occasions are over the phone. As of yet, I have never taken on a client without first meeting them, or having an in-depth dialogue, so I just assume they expect a certain amount of face, or talk time throughout the entire experience. For the first home buyer or seller, real estate can be pretty intimidating. Yes, even in the 21^st century, a certain amount of “hand-holding” still has to take place. As Realtors, perhaps that’s our most important skill; assuring people we didn’t forget about them, and that everything is going to be O.K.

            Much communication in the past few years, whether business or personal, has taken place through short message service (SMS) or “text messages”.  These are short, one-way electronic notes. We have seen instances where teens, college students, and many of us may send texts back and forth a dozen times or more. So, the question begs to be asked; why not just make a phone call?

Texting has two distinct advantages by its very nature. A text is fast and convenient. But does every communiqué have to be fast and convenient? Should it be? Some of its downfalls are that it does not provide the details of an email, nor is it a true conversation. Perhaps the biggest disadvantage to SMS is you cannot see the face of the person reading your words.

I have often been overheard stating that “texts are of the devil”, but I’m not going to say that here. You can’t see it right now, but I promise you I’m giving the “winky face”.  So, when to text, and when not to text? Consider your expected outcome of the communication. Is it to update a minor point, or to impart important details for your customer or client which with to make a decision?

There is a place, time and subject matter for everything and that includes texting. Some acceptable texts, provided you are not driving, mountain climbing or delivering a baby, could include…

“I’m running a few minutes behind”

“I had your flyers made, and will place them in the box this afternoon.”

“I updated your online photos”

These messages are routine, almost mundane in nature. At no point does it require the client to make a decision or otherwise stop what they are doing. However, on the other hand…

“Your loan was denied”

 “The house has termites”

“The contract fell through,... I’ll call you Monday afternoon”

…should probably never be texted. And no, a smiley face does NOT make your clients feel better

after any of these quips.

            After all how would you feel to realize your dreams were potentially shattered in a note that was limited to fewer than 150 characters? We’ve all heard of the boy who breaks up with his girlfriend through a text message. It’s just considered… well, inconsiderate. So many times, we truly don’t know what our clients think or feel. Though we can get a sense if we see how they react or at least hear the inflections in their voice.

So, before you fire off that short electronic note or private message someone through a social media site, consider the receiving side might not read it exactly as you thought you wrote it.  At least with an email, you have the length to better clarify your message. 

                                                  More Blog Posts, click HERE