Oh No! Not Another Customer Service Post … Yep! (Thanks to Joel Spolsky)

February 28, 2007 at 10:32 am · Filed under Real Estate Bites, Buyers, Sellers, Guest Writers

Real Estate is a PEOPLE business and Customer Service is KEY to not only my success as a Realtor®, but more importantly, KEY to my buyers and sellers having an excellent experience when buying and selling a home with me. I am certain that every one of you agree, right?

I really was trying to “work” today - no blogging until I completed my To-Do’s for the day. Well, so much for that… I glanced at my Google Homepage and caught a post by one of my favorite non-RE bloggers - Seth Godin. So, of course, all my morning plans go out the window and I follow his link to another post:

Seven Steps to Remarkable Customer Service  by Joel Spolsky of Fog Creek Software

Joel brings up 7 Spectacular Ideas (Steps) that anyone in the Customer Service Business needs to read and embrace. Go ahead… Click on the link, read it and then come back here. I’m patient; I will wait…

. . .

Ok. You back? Wasn’t that a great post? I sure thought so. Of course, not all of it can apply directly to Real Estate, but there were a few that really stood out that I would like to touch on three of them:

1. Make customers into fans. Joel tells about a wonderful experience he has with Land’s End, where they really go the extra mile to provide remarkable customer service. Why was it remarkable? Well, their customer service caused him to remark about it.

“When customers have a problem and you fix it, they’re actually going to be even more satisfied than if they never had a problem in the first place.” This comes from the fact that we are conditioned to expect crappy customer service, so “crappy” has become “average.” If we, as Customer Service Providers are given the opportunity to make “good” of a situation, then we now have the potential of having a “fanatically devoted customer, one who will prattle on and on about what a great job you did.”

We, as real estate professionals, are given the opportunity to make “good” of a situation EVERY DAY. Out of all Customer Service Providers, we have one of the worst reputations out there. This is a gold mine of opportunity to exceed your customers’ expectations, by being friendly, knowledgeable and truly caring and by doing what really needs to be done to serve our clients. I have a big issue with the reputation of real estate agents. Unfortunately, I believe that our industry earned that negative reputation, so now it is our DUTY to reverse it by really providing excellent customer service and making our customers into fans.

2. Take the Blame. Yes. Do it. Stop blaming the other agent. Stop blaming the loan officer. Stop blaming the market. Stop blaming the neighbors. Stop blaming your parents. Stop blaming your kids. Stop blaming traffic. JUST STOP IT, ALREADY!

Of course you are not perfect. No one is and no one expects that anyone else is. So, pleeeeease, apologize and take the blame - even if it is only a little bit your fault. If the closing does not go as hoped for, I’m sure that there was something that you could have done or not done to make it go a bit easier? If the house does not sell, maybe there was some market research, seller counseling, marketing efforts… that you could have done a wee bit more of? If you are late, I bet you could have left early enough accommodate any unexpected traffic mishaps? I’m not saying that you should make everything ALL your fault, but own up to anything that you could have done better. People respect that, WAY more than finger pointing. It shows honesty and integrity - 2 things that are absolutely crucial in our business.

3. Practice Puppetry. People will get mad at you for whatever reason. It WILL happen, whether you “did anything wrong” or not. So, please repeat after me:

I will not take angry people personally. I will not get defensive.
I will not take angry people personally. I will not get defensive.
I will not take angry people personally. I will not get defensive.

Joel says it best: “You can never win these arguments, and if you take them personally, it’s going to be a million times worse… There is only one way to survive angry customers emotionally: you have to realize that they’re not angry at you; they’re angry at your business, and you just happen to be a convenient representative of that business.”

You are now the puppeteer of the puppet that they are mad at. They have given you that title. So run with it! You are in control of what that puppet has to do to make that customer happy. You are a rational 3^rd party to this situation. Maybe say, “I’m sorry. It’s my fault.” Then all you have to do is, “Figure out what to make the puppet do that will make them happy and stop taking it so dang personally.” Even if it means that you need to refer a seller to a different agent. We have had rare situations where there is an unavoidable personality or business practice conflict that no apologies could mend. I cannot be all things to all people, and I am ok with that. In those cases, we have sat down with our clients and said, “We obviously have a situation where neither one of us are getting the results that we were hoping for. You deserve the kind of service that you are looking for, and it appears as though we are not meeting those needs. I would love to refer you to an agent that we know and trust that may fit your needs a bit better. Would you like their name and number?” The tension leaves the room and this always turns the situation into a pleasant one. We have now gained the respect of a client that wasn’t happy before. We did not take their disgruntled-ness personally and did not get defensive. Now everyone is happy.

Customer Service goes hand-in-hand with all the experience and education that marks us a PROFESSIONALS. We need to embrace it and make it a part of all we do.

Thank you Joel for all of your wonderful insight.

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What if personal gain wasn’t a concern?

February 27, 2007 at 3:07 pm · Filed under Guest Writers

What if Business or Personal Gain Wasn’t a Concern? Would You Act Differently?

What if you didn’t care about making friends?  What if you didn’t care about developing relationships for  future business?  What if you didn’t care about losing current business?  How would you talk to people?  What if you were free to give your honest to goodness opinion without any concern for negative consequences?

Would you feel freed up to tell people the whole truth?  Would you still be polite and try not to hurt anyone’s feelings?

How much of what we say and do is tied up with our financial and personal self interest?  Are we nice to people because we want to hold open the possibility for some future gain for ourselves? 

How about the comments that we leave here at Active Rain?  Do we really say what needs to be said or do we say things for selfish reasons.  Maybe we should be saying things but don’t because we don’t want to offend someone who might be able to refer us some future business.  Maybe we kiss up to popular members and jump on a popular bandwagon in hopes of showing others that we fit in.

There was an episode in Star Trek where the aliens from an advanced culture were able to pick up your thoughts.  No need for talking.  No hiding what you really thought.  Would this create bitter resentment amongst each other or would it speed up the process of learning and improving oneself?

Parents usually are very frank with their young children.  They tell them when they are good and when they are bad.  They have no problem telling them their honest opinions.  Their purpose is to try to teach their children and protect them from doing the wrong thing.  If the child is smart, they’ll listen and progress through life with fewer setbacks.  Of course, experience is the best teacher but avoiding major setbacks can get you to your goals a lot faster. 

When we sugar coat the truth for our sellers about their home, are we really helping them?  When we smell a strong offensive cat odor, do we ignore it because the seller loves their little kitty and if you offend kitty, you in effect offend them?   Or do we have the courage to come out and say that something needs to be done about the cat odor in order to get the most for their home?

A little kid will flat out say that someone’s breath stinks of cigarettes or grandpa talks crazy after a few drinks.  They don’t do it to be mean.  They just tell it like they see it.  The truth might hurt at first but I bet things are done immediately to change the problems.  Is this not better than avoiding the truth and allowing the person to continue to unknowingly offend more people? 

The people who come out and speak their mind usually initially shock people.  It’s shocking because it is so rare.  I love it when someone speaks their mind.  I might not agree with them but at least I know where they stand. I can make a quick decision as to spend more time in the relationship or to quickly move on. 

Actually, I think people who don’t speak their mind are time wasters.  I’d rather have a client quickly tell me what’s on their mind than having to try to read between the lines and decipher their body language.   If they don’t want to continue the relationship, tell me why and let’s either fix it or move on. 

Jim Carey had a movie named Liar, Liar.  I didn’t watch all of it but the premise was that he could do nothing but tell the truth when he spoke.  It made for some really funny scenes. It made me wonder what life would be like if everyone was like that.

Real estate is known for agents who really stretch the truth and puff up properties.  Many agents are perceived as nothing but used car salespeople who will say anything to close a deal.  I’m trying a different approach.  I’m trying to:

• Be as open and innocent as a child because they have no fear and don’t know any better.
• Be as wise and straight forward as an “old fart” who doesn’t really care what you think about them.
• Be loving and courteous because it’s just the right thing to do.
• Be humorous and fun because life is but a dream.  We might as well enjoy the ride.

I’m not there yet but every day is an opportunity to get a little better at it.

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Adventures in 1st Time Home Buying: “Exchanging Your Vows”

February 27, 2007 at 10:40 am · Filed under Real Estate Bites, Buyers, Sparks from Sparky

This is the fourth installment in an on-going series of articles dedicated to helping 1st Time Home Buyers successfully achieve their purchasing goals. We have been identifying and discussing, in chronological order, key events in the home buying process.

So far in this process, you’ve selected your Mortgage Lender, determined the loan product you will use and identified the associated price range of homes to fit your budget. Then, you interviewed several candidates and have chosen a great Real Estate Agent to work on your behalf. This time, we’ll discover what to expect during the first meeting with your agent.

“Exchanging Your Vows”

One of the most important and fundamental purposes of the initial meeting with your Real Estate Agent should be to discuss and sign a Buyer’s Agency Agreement. This is a contract that accomplishes several purposes:

• It empowers Your Agent to legally represent you in the purchasing process.
• It demonstrates your commitment to your Agent and the value you place on the services they will provide.
• It equally conveys Your Agent’s commitment to you; to professionally serve your best interests; and to fulfill all the duties, obligations, and responsibilities of a licensed real estate agent.

Make sure that your agent provides you with a copy of the Buyer’s Agency Agreement and explains it completely. You may not feel comfortable signing this agreement during your very first meeting with your agent, but you should make it a goal to sign it as early on in the process as possible.

Your agent should also provide you with a copy of “The Law of Real Estate Agency.” This pamphlet will share the various relationships that can exist in a real estate transaction, and the duties/responsibilities of licensed agents are obligated to perform in each of those relationships. Here in Washington State, these duties/responsibilities are statutory in nature. They are a required by law.

Next, your agent should talk you through the entire home buying process, start to finish. Most agents utilize good visuals during this process to make the information easier to understand and digest. Be sure to ask any and all questions during this time.

Now comes the time for you to discuss your home buying wants and needs. Hopefully, you’ve had time to discuss this at length prior to this first meeting. The more detailed and specific you can be on what you want and need in a home, the better equipped your Agent will be in finding just the right home. Depending on your budget, and what is currently available on the market, you may need to pare down your wants list somewhat, and focus more on your expressed needs.

Your Agent may take time this time to show you how the Multiple Listing Service works and create a custom search just for you based on your specific requirements. With the detailed information you have provided, you can begin to identify potential properties to go tour.

During this initial meeting, be sure to share with your Agent the best methods of communicating with you during the course of the home buying process. Is it best to contact you on your cell phones? Can they call you at work? What e-mail addresses are best for sending you new listings from the MLS database? This information is especially helpful if you are an out-of-town buyer.

Now you should be ready to actually go out and look at some homes, the next exciting step in your 1st Time Home Buying Adventure!

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West Sound Business Blogging Conference 2007

February 24, 2007 at 8:06 pm · Filed under Sparks from Sparky, Business Bites

Windermere Real Estate/West Sound, Inc. is sponsoring the West Sound Business Blogging Conference 2007 to be held this Summer at the Silverdale Beach Hotel, situated on the waters of Dyes Inlet, in scenic, centrally-located Silverdale, Washington.

This All-day event will feature numerous break-out sessions geared towards both novice and accomplished bloggers, covering both the basics of blogging as well as ways to improve and enhance current blogging efforts. Local businesses throughout the Kitsap Peninsula and Greater West Sound will benefit greatly from this highly informative networking event.

A representative from ActiveRain, a 18,000 member real estate networking website will be discussing the value of realty blogging and its application in today’s market.

Exhibitors will be on-site to promote various blogging tools, services, and support products.

If you would like to register for the conference, click on the link or for more information and registration, contact Rich Jacobson at (360) 692-6102, or e-mail to: rich@windermere.com

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“Razor Clamming” - Another Bite of Life on the Kitsap Peninsula

February 23, 2007 at 1:08 pm · Filed under Bites of Washington, Bites of Kitsap, Sparks from Sparky

Another of my favorite leisure pastimes here in scenic Washington State is razor clamming out on the coast (Razor Clamming in WA).

On several select weekends of the year (normally late Fall through early Spring) the Washington Department of Fish and Game opens various coastal beaches for people to chase/dig the illusive razor clam (WA Dept. of Fish & Game).

Now let me tell you right up front, this is hard work. These suckers head south fast, but the rewards of catching them are well worth it! The State normally opens the beaches 4 to 5 times a year, typically scheduling the digs to start on a Friday, and going through Sunday. The specific times allowed for digging usually coincides with low or minus (extra low) tides. 

It’s a good 3-hour drive from the Kitsap Peninsula to the coastline beaches. We prefer those areas where you are allowed to drive up right onto the beach. You can park your car or truck and walk just a short distance out the where they’re digging (Coastal Beaches).

The purists use clam shovels which require a very specific and careful method of digging to extract the clams. I myself prefer the handy “clam gun.” As you’re walking along the beach, close to the point where the water comes up, you take a walking stick or shovel handle and pound the sand. You will notice a small round hole opens up. This is what is called a “show.” It indicates where the clam is. With clam guns, you simply center the wide barrel of the clam gun over the show, and shove it downward quickly. Once the barrel is covered in sand, you plug the suction hole on the handle, and pull up. Once the gun is completely out of the sand, uncover the suction hole, and the sand will begin to fall out of the barrel, hopefully revealing your prized catch! (How to dig razor clams)

You are currently allowed 15 clams per licensed person. It usually takes us a good hour or two to get everyone’s limit. By that time, we’re pretty well pooped out anyway. 

Cleaning your razor clams is another very involved process. But trust me, when everything is said and done, there are few things more delicious than eating fried razor clams! After they’re cleaned, we dip ours in flour, then beaten egg, then Ritz cracker crumbs. You leave them out for an hour or so before cooking. Then fry them up, cooking them on both sides until brown. I especially enjoy razor clams in the morning, reheated with scrambled eggs. Yum! (How to clean Razor Clams)

Just another one of the fun and different leisure pastimes available here in the beautiful Pacific Northwest! 

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Adventures in 1st Time Home Buying: Top 10 Traits of a Great Agent (part 2)

February 22, 2007 at 6:26 pm · Filed under Real Estate Bites, Buyers, Sparks from Sparky

This is the third installment in an on-going series of posts dedicated to helping 1^st Time Home Buyers successfully achieve their purchasing goals. We have been identifying and discussing, in chronological order, key events in the home buying process. In the last post, we began to identify the Top Ten Traits of a Great Real Estate Agent. We had discussed the first 5 traits: Advocate; Knowledgeable; Ethical; Accessible; and Communicator. Here then, are the remaining 5 traits:

Top Ten Traits of a Great Real Estate Agent, Part 2

Highly Recommended: They say that you’re only as good as your last transaction. As you interview prospective agents, ask them to provide you with recent testimonials from past clients, including the client’s contact phone numbers or e-mail address. Great agents will always have lots of great clients who say great things about them!

Empathetic: A great agent is genuinely sensitive to your needs. They are patient and understanding. They recognize the emotions, fears, and anxieties that usually accompany a first-time home purchase. Their constant and confident assurances provide a much-needed anchor throughout the entire transaction.

Willing to educate: As a professional real estate agent, you can never share too much information. This is especially true with 1st Time Home Buyers. The first time you meet with your chosen agent; have them walk you through the entire home-buying transaction, step-by-step. This will help to ensure that there are no surprises along the way and you can anticipate the various events as they occur.

Tech Savvy: Great agents stay current with emerging technologies, and willingly adapt them to better improve their business and services. Does your prospective agent have a dedicated website? Is the information it contains up-to-date and relevant to your process? Does it provide you with the necessary tools to easily search for area listings?

Continuing Education: A great agent has never “arrived,” but is committed to constantly learning new things. They are consistently engaged in on-going education and training opportunities. Many top agents have earned numerous designations such as ABR (Accredited Buyers Representative), or GRI (Graduate of Realtors Institute), or CRS (Certified Residential Specialist). These designations often indicate further study, more experience, and greater degrees of knowledge.

So there’s your Top Ten Traits of a Great Real Estate Agent.

Selecting a Great Real Estate Agent is an importatnt step in successfully achieving your home buying goals. With the ever-growing amount of information that is available today on the Internet, you can learn a lot about potential agent candidates before ever meeting them face-to-face. Most real estate agents have their own website, and some regularly publish their own blogs, allowing for greater transparency regarding their work ethics, practices, and personality. 

Next time, we’ll discuss in greater detail your first meeting with your real estate agent and all the things you will need to accomplish prior to actually looking for your 1st home. The more you prepare ahead of time, the greater your chances of successfully achieving your 1st Time Home Buying Adventure!

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