Service at the Speed of the Human Race™

The information superhighway was never intended for people to take a leisurely stroll. The internet was created, and exists for the rapid gathering of data. Service itself is just a byproduct. Truly, when it gets to decision time, people want to SLOW DOWN a bit. But, how do you do that or even hit an "off ramp" if everything is moving so fast?  

The concept of "Service at the Speed of the Human Race™", simply means gathering all pertinent information for our clients as quick as possible, explaining it to them in a way they understand, and then allowing them some time to decide how to proceed.  No teleporters or magic wands, just good client service. In fact, this has always been the model. But unfortunately, it's a point a lot of online platforms completely miss. At some point in the decision making process we must slow down, as bad information, out of sync priorities and miscommunication can upset an otherwise smooth process. If we are the professionals in our field, those who have knowledge and prior experience, and it does fall to US to tap those brakes.  Otherwise, our client stand to make a huge mistake, especially as it applies to real estate.

It is a concept First Community Mortgage refers to as "the human mortgage approach" of doing business.  Though they have access to all the tools of an online-only bank, they realize the greatest advantage is in their people. More important, their people making face-to-face connections with clients. Mortgage seekers don't want to be forced in to the next step of the process because the site says it's prudent to do so.  Nor are they willing to be denied by an algorithm. They want to look a professional in the eye and get some advice. People want options. Yes, at a point there is the need for a little bit of hand holding. That is a service you cannot get from the internet.

I recall several years ago, a large discount department store was playing with the notion of expanding into real estate. They had kiosks set up in a few of its stores as a pilot program to see how many more magazines, cheap toys, shirts, flip-flops, and 2000 square foot homes they could sell. This was at a time when there were not as many real estate information outlets as there are now. The discount chain's concept was to provide fast and convenient data while customers were shopping otherwise. People did in fact look at home listings on the in-store computers, but when it became decision time, elected to seek the advice of a Realtor®. The project was abandoned.  

Recently, I worked with some clients to sell their home. Within the first 24 hours, we received four offers. Each was good. The clients selected potential buyer to work with and we were able to sell the property for about $10,000 MORE than we originally anticipated. All this happened without the use of such online services as Homelight, Zillow or Trulia. For the most part, the offers that came in were by word of mouth. As for the bump in price; I went "old school" and actually MEASURED the property thereby finding additional square footage that was not reflected on the tax record. Something that would not have been caught by a "Zestimate", but rather by little ol' me!   
           
In the 21st century, we want something and we want it now!  However, instant gratitude is for the most part, a fantasy. Gaining information today is no problem at all, but is it the RIGHT information? More important, is it the right information for that individual? The human mind can race at a sprint, but the heart still needs go the distance of a marathon. That is what is meant by Service at the Speed of the Human Race™.    

Blaine Little is a real estate instructor, business trainer and an agent with Reliant Realty in Murfreesboro, TN

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

RESPA – More Teeth than Ever

The following is an article I wrote for the Middle TN Association of Realtors Newsletter in 2014...

As a rookie agent some fourteen years ago, all I wanted to do was get my license and start “selling homes”. At that time, the Middle Tennessee Association of Realtors would allow a new agent to postpone the orientation classes for up to one year. Yes, that’s exactly what I did! Several closings into my new career, I approached the one year mark, so begrudgingly scheduled my attendance in the NAR-required education. However, once the course was complete, I came away from the entire experience thinking “I really could have used all that information a year ago.”  Not only did I learn quite a few nifty marketing ideas to help me attract new clientele, I was also made aware of several liability issues to avoid.

Flash-forward to about eight years ago, I began teaching continuing education courses as well as the orientation at MTAR.  As a real estate trainer, I enjoy sharing concepts that will benefit my fellow Realtors, even if it’s those embarrassing stories of mistakes I made in the field. After all, why not learn about potential pitfalls in a classroom rather than actually making them yourself.

It was after one of these classes, I was approached by three or four Realtors who all had the same concern. I often have a student or two ask for some specific advice, and if the subject isn’t too “sticky”, I’m glad to help. In my 45-minute orientation class on the Real Estate and Settlement Procedures Act (RESPA) I had covered several points of how the Federal Government is opposed to, and eliminating kickbacks in the world of real estate. The agents related to me they were approached by a lender who provided marketing materials completely free of charge, even though I had just mentioned RESPA’s “fair share” rule of Section 8 as it pertained to advertising costs. From what was related to me, they were assured by the loan originator that paying the entire ad bill was entirely compliant with the law.

The whole story left me scratching my head, and wondering “has something recently changed concerning Section 8?” A good teacher wants to keep abreast of developments with one of his taught subjects. After all, it’s not like the Federal Government is going to give me a call to ask permission or even inform. So, like a good Realtor, I did my research. The law looked exactly the same as when I read it almost a decade earlier. Then, I called the RESPA hotline.  It rang, and rang, and rang. I called several times, but it appeared no one was manning the hotline at HUD. In fact, they weren’t. Not anymore.

Wanting a quick answer to give any updates at the Professional Courtesies class I was to teach the following day, I picked up the phone and called someone I knew would give me a quick, honest answer without all the legalese mumbo jumbo; the Board’s law firm of Smith & Sholar. In speaking with Brian Smith, I asked if the “fair share” concept was still in play.  He assured me Section 8 was still very much the law of the land. One new development he did mention was that of the Consumer Financial Protection Bureau, or CFPB. You probably first heard of this entity a couple of years ago as a consumer protection agency that would investigate credit card issues. In addition to that, and student loans, it also polices RESPA violations.  Smith told me this was a very serious investigating authority. Unlike HUD of prior years, who were essentially paper pushers, this new organization had teeth and wasn’t afraid of using them. He related a couple of stories where several real estate entities in the South were hit with fines in the millions.  To further put the nail in the coffin, Brian suggested if any Realtor is approached by a vendor to pay for all the marketing cost, and states that it is legal, have that lender (or title company, etc.) provide an opinion letter from their attorneys. He quickly followed that up with stating no attorney will ever furnish such a letter. 

It takes a small army to close a real estate transaction. Realtors need good partners they can depend on to not only close the deal but to look out for the best interest of the client. After all, that’s why RESPA exists. Shared marketing can be a true win-win. Not only does it cut down on a professionals overall ad bill, but it also exposes the public to several qualified experts at the same time. Whether you have someone you trust share in the cost, or go it alone, just be certain you are in compliance with the law.   

Blaine Little                                                                                                            SpeakingForEffect.com

http://portal.hud.gov/hudportal/HUD?src=/program_offices/housing/ramh/res/respamor#HT

http://en.wikipedia.org/wiki/Consumer_Financial_Protection_Bureau

http://www.housingwire.com/articles/30129-cfpb-fines-real-estate-firm-over-respa-violations

Are You A Fraud?

When I first became a Realtor fifteen years ago, I was excited about the prospect of helping so many consumers realize the "American Dream". But, as I actually began to approach prospective clients, a terrible sinking feeling hit the pit of my stomach. I had begun to question everything that had brought me to that point. Was I really trying to help others achieve a lofty ideal, or was I just trying to make a quick buck? Was I good enough? What if a client knows more about the situation than I know?   Believe me, there's nothing quick about making money in real estate, but these questions often enter a new agents mind... veterans too! These are normal anxieties that most people experience at one time or another in their lives. It just means you're human.

A magician will take the stage, with the intent of dazzling his audience. He makes sure his first effect is a big hit to quickly win his audience over with his demonstration of skill. After a few minutes, even the most hardnosed skeptics stop trying to catch the performer commit an error, and simply sit back and enjoy the show. The magician is delighted to know he has the audience in the palm of his hand. However, delight eventually turns to guilt. "These people actually believe I can perform miracles" the illusionist will think to himself. "My entire show is built on lies, deception and optical illusions. I'm a fraud"! It's what magicians call the Impostor Syndrome.

The Impostor Syndrome is something often attributed to over achievers, as well as novices. An actress makes a few movies that are well received, and the performer is in high demand. She now has the means to purchase a large home with all the furnishings, as well as that fancy sports car she always wanted. Then when she considers all those other people who are without the extravagant creature comforts, she feels guilty for her success. To alleviate the negativity, she offers to work FOR a worthy charity. This is a wonderful way to channel the energy into a positive. She then receives worldwide acclaim for her good works, and again, feels guilty for receiving the notoriety. She then rationalizes in order to find peace; she needs to lash out AGAINST something... anything. This explains why we have so much social commentary from the Hollywood elite these days.

What the magician's audience doesn't see is the countless hours researching, studying, and practicing in front of a mirror to get each and every effect just right. He will also experiment with different methods, and ask for guidance from other professionals. Similarly, a brand new real estate agent devotes themselves to their craft. Consider the hundred hours of formal training one must attend in order to achieve his or her license. Respect the fact most people would not endure sitting through the classes, studying for the test, taking the test (maybe more than once) and subscribe to an code of ethics in order to call themselves; Realtor. Yet, we feel ashamed if a member of the general public states information they found on Zillow or Trulia that they say is contrary to our research and professional opinion. One should never question their own abilities when confronted by those who are not willing to put in the hard work.

The magician is not paid to perform "miracles", he's paid to ENTERTAIN, which is what he does. Similarly, an agent is not compensated for "knowing everything", but rather to research a specific situation to help the clients achieve their goals. Still, there are some things we can do to overcome a fraud complex. First, understand by being committed to your industry, you already know a lot more than you may think. Second, when someone pays you a compliment, accept it. "Thank you" is an appropriate response. Also, fresh knowledge by way of continual training and keeping up with current industry issues is a good way to kill off the "impostor" inside. When it all said and done, you are a professional with a conscience. After all, a true con artist never has an issue with integrity, or the lack thereof. So, remind yourself, you are there to help consumers realize the "American Dream".

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/