Realtor’s 10 Step Process to Handling Customer Problems

FoxBusiness.com published this deansguide article October 17, 2008

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.

Create A Workshop As A Strategy For Conquering Fear of Public Speaking

A modern day speaker addressing an audience through microphones

Courtesy Public Speaking Wiki: This young man looks a bit uncomfortable?

What is the #1 fear Americans try to avoid everyday? It is not flying, not going to the dentist, not heights, nor is it reaching 30 without a wedding ring. The #1 fear for Americans is public speaking. We hate to stand up and voice our opinions in front of people. This is odd considering the “loud Americans” tag we carry throughout Europe when people think of our countrymen.

The following information will provide a strategy for overcoming the fear of public speaking and it will illustrate the benefits of creating a workshop.

Workshops: A Strategy for Beginning Public Speakers

A great strategy to overcoming your fear of public speaking is to create your own workshop. A workshop allows the creator a far easier path as a beginning foray into public speaking:

Benefits of Workshops for Creating Confidence in Your Public Speaking

1. Participation: The majority of a workshop is speaker-audience participation. This allows the audience to interact and create content for the speaker. In turn this takes some of the pressure off the speaker

2. Memorization: Unlike keynote speeches or seminars which require large blocks of information memorization, workshops only really require that an introduction and setup be memorized

3. Notes: It is perfectly acceptable for the workshop facilitator to browse and refer to their notes while presenting their material.

Workshops are a creation of your own which become a tool for both you and your audience. The original idea is to create a tool which will deliver your “value” give. The Randy Pausch “head fake learning” value is that you learn about yourself, your ability to overcome obstacles, and your willingness to put yourself “out there.”

Benefits of Creating Your Workshop

1. Research makes you smarter. When you create a workshop you usually perform research

2. Writing your workshop becomes content for your blog or newsletter

3. Establish your public speaking platform

4. Instant exposure for you and your message

5. Opportunity to receive testimonials

7. Opportunity to receive Linkedin.com recommendations

Networking Mistake #2 Procrastination Ruins Relationship Building

//www.projectsidewalk.com/images/flowchart2.jpg” cannot be displayed, because it contains errors.

Matrix courtesy of projectsidewalk.com/blog

If you are allowing obstacles in your mind to get in the way of performing tasks and making progress then you are suffering from procrastination problems. In networking the biggest problem to creating a networking connection is an individual’s misconception that networking is hard selling themselves, their business, products, and services.

The bridge to a business relationship will fail if the person procrastinates in their follow through after the event. Connecting and forming a business relationship is time sensitive when you begin the process. If you do not follow through with promised information in a timely manner (immediately is best), then you lose.

What’s at Stake?

  1. Lost Opportunity: You most likely will not get a second chance to engage and connect with your intended networking partner.
  2. Reputation: If you do not follow through on your word, your reputation is at stake with your intended networking partner and their circle of friends.
  3. Viral Marketing: If you do not follow through to connect then your inaction may be reported via word of mouth to your industry niche audience.

Tips to Help You Follow Through

  1. To Do List: Note what you promised to deliver your intended networking partner.
  2. Point of Reference: Note what stood out in your conversation that you know your intended networking partner would remember.
  3. Response Habit: Utilizing your point of reference, email or call your intended networking partner as soon as possible (within reason) thanking them for their time.
  4. Set the Next Step: end your email or phone call with a next step. Examples would be to ask for a meeting, set a time to deliver your value as you promised, or invite them to an industry event. Be creative here.
  5. Document: Document your initial efforts to build your connection into a business relationship. Measure what worked, what did not work, and the process involved.

Linkedin “The Boot” That Is Blasting Through The Closed Boardroom Mentality

What does Linkedin really mean to you and your business? According to Linkedin the following:

1. Control Your Professional Brand- show case skills and talents via your profile and Answer section

2. Network and Reconnect- 24 million members strong, an excuse to call on an old friend or business connection

3. Share Your Knowledge- and Expertise: allows you to show case your talents, gain exposure, or find answers

4. Receive Opportunities- it could be a job offer, consulting assignment, or appearance opportunity

What Is Linkedin?

LinkedIn “is the world’s largest professional network with over 24 million members and growing rapidly. LinkedIn helps you exchange knowledge, ideas, and opportunities with your trusted contacts.”

Why Is Linkedin Fun?

Linkedin is to business what baseball cards were to my childhood; collecting of statistics. Stats include:

1. Your Connections
2.
Total Connections from Your network
3.
New People in your network

What Makes Linkedin Serious Business?

All the ways to connect and utilize this tool for so many different people and tasks

1. New Users Guide Users manual with powerful strategies
2. Job Seekers Tips for landing a dream job along with ideas on how to market and brand “you”
3. Entrepreneurs: tap into experienced professionals and answer critical questions
4. Attorneys: Manage reputation, demonstrate knowledge and expertise, create client base
5. Business Development: Foster partnerships, look for opportunities, find new channels
6. Consultants: Demonstrate expertise while building your business
7. Journalists: Resources to news and inside information a vast resource for writers
8. Non Profits: Bring awareness of your cause and find the right resources
9. Venture Capital: Opportunities and Ideas come to you with connectivity