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| Bob Hafer,
MIRM, CSP |
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Happy New Year
Each January brings a new beginning, a time to wipe the slate clean. In new home sales you get that opportunity daily. For you and your prospect each meeting is a new beginning. This year why not make 2007 a great year of 'new beginnings' by committing yourself to outstanding customer service.
Customer service is the hallmark of successful salespeople. Sales giants understand that to enjoy consistent success they must provide a first-class home buying experience. You're selling in a time when incentives are 'in the mind' and 'on the lips' of every buyer. For you to succeed you must be different. You must establish yourself 'in the mind' of each prospect you meet. The best way to accomplish that is through outstanding customer service.
I wish you the best throughout 2007. Look for my newsletter monthly. My goal is to help you succeed. I hope in some small way my newsletter will help you achieve whatever goals you set. If there is any way I may be of service to you, please do not hesitate to ask. I can be reached at Send Email. I look forward to hearing from you soon. Remember, I will always deliver more than I promise.
Please share this newsletter with your builder, sales manager, marketing director, training department and other new home salespeople. Just click on 'Send to Friend' and follow the simple instructions.
Good Luck and Good Selling!
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Rewards in life are in direct
proportion to service
When you and your prospect identify with each other the result is cooperation. The best way to identify with someone is through rapport. Rapport signals a relationship that is exemplified by agreement and alignment. To the extent that you are in agreement or alignment – both verbally and non-verbally – you are in a state of rapport. Therefore, meeting prospects on their level is what identifying is all about.
There are many ways to identify with your customer. One way is to use a greeting that immediately differentiates you from other salespeople. That greeting is, “How may I be of service to you today?” When you use this greeting you enter into a verbal contract with your customer to ‘go the extra mile’. This verbal contract helps you achieve alignment and agreement. When you achieve alignment and agreement you identify with your customer and the result is cooperation.
Start today to be aware of your greeting. See how easy it is to connect when you demonstrate through words and action your intent to provide service throughout the buying process. After all, the one thing you and your prospect have in common is quality service – your customer strives to receive it and you strive to deliver it. The result of quality service is additional sales and income.
Remember – rewards in life are always in direct proportion to service – serve a lot get a lot – serve a little get a little. The choice is yours – begin today to make the right choices that lead you to new home sales success and the riches you deserve. Begin to greet everyone you meet with “How may I be of service to you today?”
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Six Steps for Handling Unhappy Customers
Here are six customer service secrets for handling those situations where you or your builder didn’t deliver what was promised.
Start with a Positive Attitude
Look at any customer service situation as a challenge and opportunity to learn and grow, and take care of customer needs. Start with a positive attitude that says, "I want to help you and, together, we will find a solution."
Listen with Empathy
Put yourself in your customer's shoes, experience his/her pain, and communicate that you understand the pain. You can communicate your understanding of their pain by saying, "Thank you for sharing your concerns with me. If I were in your shoes, I would feel the same way."
Take Ownership
Don't make excuses for what happened. – what done is done - apologize and take ownership. The sooner you take ownership, the sooner you can take ownership of the solution.
Communicate Your Plan of Action
Let the customer know what you're willing to do to take care of the concern. Customers become frustrated when they feel uninvolved or uncertain as to what you're planning. Ask for the customer's commitment to the plan before proceeding with any action.
Take Action
The most important customer service secret is taking action. You can go through all the other customer service secrets and if you don’t take action, all your actions and credibility are lost. You increase customer referrals when you make sure you deliver more than what is promised. Act quickly, act with a quality solution, and act with integrity.
Follow-Up
Remember it’s not over until the customer says it’s over. Follow-up to make sure that your solution solved the problem. If not, apologize and put together another solution. Your goal is a happy and satisfied customer. Customers are forgiving as long as they feel you are trying – it’s when you stop trying that customer’s move away from you and move to other means to solve the problem.
Apply these customer service secrets with your customers and you'll increase customer satisfaction and customer referrals.
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