Anthropology is the study of humanity. Within this discipline lurks the often maligned and always second guessed social anthropologist. Social anthropologist examine cultures, dissect cultures within cultures, and attempt to posit and theorize answers to why a society or people live within a structure of their making.
“Social media is about sociology and the understanding that with the new social tools available to us, we can more effectively observe the cultures of online communities and listen to and respond directly to people within the communities.”
Strategy to Engage
1. Stop pushing your sales pitch, thoughts, or agenda at people
2. Start listening to the conversation within a Social Media community
3. Contribute and talk to people within the Social Media community you wish to engage
4. Assess what the conversation involves, how to contribute, and what to listen to within the community
5. Give your value, contribute this value to the conversation
6. Monitor the conversation and watch for acceptance and response to your value give
7. Respect, honesty, and support will lead to trust within the community for you and your contributions
8. Become a Sociologist. Understand the group aka community. According to Solis “everything they (community) do is reflective of those they want to engage and embrace”
Today’s Realtor faces challenges from a suffering economy, unavailability of credit, changing political landscape, and an overall public perception that “all is not well.” In the most competitive times in recent history for agents, it is of the utmost importance that a Realtor make the most of every single opportunity. A large number of opportunities are born out of obstacles or challenges within the real estate transaction.
Consequently a Realtor must have a set of processes that bring about solution that can be mobilized quickly in order to head off the worst scenario possible: a totally dissatisfied customer.
10 Steps to Handling Problems
1. Acknowledge Dissatisfaction and agree with the complaint if it is valid
2. Apologize for the problems leading to dissatisfaction
3. Ask Permission to revisit and outline the series of events leading to the disatisfaction
4. Acknowlege Responsibility for the actions leading to disatsifaction if it is valid
5. Provide Multiple Scenario solutions to the problem at hand
6. Ask Your Client if they have an alternative solution you did not name
7. Make Certain that the client has chosen a solution that meets their expectations
8. Outline a Schedule for the actions and the completion of the “fix”
9. Keep Client Informed by providing reports during the process of rectifying the situation
10. Upon Completion ask and obtain an agreement, verbal, that the client is satisfied with the solutions provided and everything involved with the “fix” upon completion
If you follow these 10 tips you will avoid the nasty fall out from “reverse viral marketing” where a dissatisfied client tells many friends, associates, and anyone who will listen their “perception” of your poor performance.