Everything you’ve experienced from birth has created your beliefs and behaviors. Things you’ve learned throughout your life have developed you into the person you’ve become today. The question is: do you like that person? Are you exactly who and where you want to be? Personally? Professionally? If so, good for you! You’re on the right track. If not, does this mean you are doomed to stay the way you are now? Are you trapped inside yourself and helpless to change? Any of you who know me personally know I would never subscribe to that belief. You shouldn’t either.
Too often, many of us just “go along” in life, going through the motions, acting in ways that are basically just habits for us. No deliberate thought. No passion. No action. Everyone’s just doing things the way they always have, because that’s what they’ve always done. It seems to be working, sort of … so why bother to change or do something new? That would just take waaaaaay too much energy, right?
The thing to keep in mind is that developing new habits and changing ourselves for the better creates more energy! When you bring new things into your life – new ideas, thoughts, actions, behaviors – it all creates new energy and new opportunities. So the question is: how much do you really want that change? What is it worth to you? What would it mean? What does it look like?
Let’s take something as simple as a guitar. The few times I have tried to play guitar, I found the finger placement to be difficult and it didn’t feel natural to me. Change is often like this for any of us; a little uncomfortable or strange at first. I love music, and nothing is as thrilling as the trill of a guitar (except maybe a double bass drum or the voice of Chris Cornell, but I digress). Yet as much as I love the guitar, I don’t have enough passion for actually playing the instrument itself. My passion instead is for watching and listening to amazingly gifted musicians and singers, which I do as often as I can. But if I felt like it would truly add value to my life, could I learn to play if I really wanted it? Absolutely! If I put my mind to it, spent the time to learn and practiced my new skills, I know I could absolutely accomplish it. Or anything else for that matter, because with new things all you have to do is get past the initial discomfort and work through change as it comes. You can do this, too! With anything!
Many times we have developed habits from those we’ve spent time with through the years – family, friends, peers, supervisors, etc. Perhaps we learned from people who taught us habits that were toward their way of thinking or preference, and we never knew anything better existed or took the time to learn anything else. Some of this may be tied in to communication styles, manners, professionalism, demeanor or other habits in general, which are basically all learned behaviors. Keep in mind that we must constantly reevaluate to determine if our “habits” we learned through the years and taught ourselves are indeed best practice or currently serving our best interests. Maybe they are, or maybe not. But how can we improve?
Personally, is there something missing that would enhance your life and make you feel better about yourself? Professionally, are there things you could be doing to help increase your productivity and performance? Or are you simply at the top of your game everywhere and couldn’t possibly improve a thing? I’d like to meet that “perfect” person. I haven’t met one yet.
In truth we can all improve ourselves, but it has to start with desire, not complacency. Consider what habits you currently have that aren’t serving you as well as they possibly could (how’s that procrastination really working out for you?). Think about any self-defeating thought processes that may be inhibiting you (“I’m no good at closing.” “Follow-up is lost on me.”). Change starts first with thought. You first have to recognize areas in which you want to grow or change, then commit to the process. Focus your thoughts on where you want to go and who you want to be.
Do you constantly seek out education? New ways to continue to train yourself? Additional learning opportunities? These are some things that can help you continue to progress. Maybe there are training classes or online seminars you can take. Perhaps it’s searching out sales articles and books or listening to recordings or podcasts on personal improvement. It might be subscribing to a professional newsletter or blog, or reading the latest periodical on your trade. It could be staying on top of all the latest industry trends. Whatever it might be, the more you know, the more you grow!
Don’t settle for letting old habits rule your life. Evaluate yourself. Ask peers, subordinates, supervisors and those close to you for constructive feedback on areas where you can improve. Ask them, “Is there one thing you think I can do to enhance my performance to be a better leasing consultant / salesperson / boss / teammate / partner?” Then find out if there is anything you can help them with in return. Research has proven that we can train our minds, and our beliefs can control our attitudes, our actions and even our biology! Any of us can use our minds to improve ourselves and our lives.
Re-conceive the way you think about yourself. If something in your life isn’t working for you, figure out why and take steps to change it into something better through different thoughts, actions and habits. Our minds are endlessly creative if we simply allow the process to happen. Don’t be a victim of habitual performance. Instead, dream of that self you want to be and become that person. Do what you’ve never done. See what you’ve never seen. Learn what you’ve never learned. After all, the only person stopping you … is you.
Valerie M. Sargent is Senior Associate at Yvette Poole & Associates, a consulting firm dedicated to unlocking the dynamic power of people through more well rounded training programs and integration into company cultures. For questions about this article or assistance with leasing, sales & leadership training, Valerie is based in Newport Beach, CA and can be reached at valeriesargent@yahoo.com , (949) 637-0104 or www.ypooleandassoc.com.
Thursday, December 3, 2009
Monday, November 16, 2009
Deliver Service and You’ll Deliver Results
I recently decided to jump on the bandwagon of addicts everywhere when the contract for my call dropping, battery dwindling, no-coverage-at-home cell phone finally expired. That’s right, it was time for me to (gasping inwardly) become a blackberry owner. What would become of me with so much technology at my fingertips? Would it indeed become my “crack”berry?
Like any good customer today, I went online and pored through all of my phone choices available with my chosen carrier beforehand, deciding upon the one I thought was the best deal with the options I needed. The experience that followed at the store with my salesperson, Zak, was nothing less than delightful. It really got me thinking about the importance of customer service in our industry, and how critical it is now more than ever to build a relationship with the prospect to ensure his or her comfort with the very personal decision to rent this new home, this new place to build a life. How we treat our prospects determines our likeability, and as a result, our “lease-ability.”
When I was in the store and my number was called, Zak greeted me warmly, giving me a genuine smile that instantly set me at ease as we exchanged introductions. I immediately felt he was someone who could help me based on his approachability and willingness to assist, because I had been in cell phone stores before where the salesperson seemed entirely focused on their sales goals or too busy or distracted to help me. Not Zak. He was eager and friendly from the start. It’s the same in our business. When someone is coming to see an apartment for the first time, the greeting you give your prospect sets the tone for the entire visit. I can’t tell you how many community lobbies I have walked into where a greeting was delayed, fake or unfriendly. Those greetings do not help create faith in a leasing consultant; they simply make a prospect feel unwelcome, which makes them less likely to lease an apartment if they don’t feel comfortable from the beginning.
When Zak asked how he could help me, I told him specifically what I was looking for, informed him of my research online and told him I had narrowed it down to a few options on which I hoped to get some feedback. Because I was adding a line with them due to another phone I had for a client (testing their service at home before porting my main number), I had concerns about a shared plan that would meet my requirements for both lines. This reminded me that back at our communities, we need to keep in mind that our prospects are more educated than ever before, researching us online and finding out about us beforehand. When you meet them in person, your conversations have to add value to what they have already learned and clarify any questions they might have. You then want to draw them out and engage them during the qualifying and leasing process in order to guide the tour appropriately to ensure you show them exactly what they are looking based for on what they’ve told you. The key is to listen effectively and be an expert communicator.
Zak was phenomenal at explaining how things worked, pointing out critical differences and giving his opinion on phone performance, all while making it very comfortable for me to ask questions. He used encouraging phrases such as, “Awesome.” “For sure.” “No problem.” Youthfully affirmative language that let me know everything would be taken care of as I needed. Zak didn’t have to “close” me – I closed myself once he showed me exactly what I needed and made sure I was content with my choice. That’s how a true sales process works, when you listen to the customer and deliver precisely what is wanted and needed.
When prospects present you with qualities they are looking for in a new home, your positive affirmation of their needs gives them confidence in you as a leasing consultant. When you then remember those things onsite and point out solutions that matter to your customers, this is paramount to you getting the lease. Show them what they need, as well as the things you surprise them with by showcasing important features they might want based on things mentioned throughout the visit. Prospects know when you have truly cared and listened to them enough to figure out what they might like before they even realize it themselves. By showing them specifically what they are looking for and listening to their concerns, you create opportunities for the prospects to close the deal themselves, making the entire leasing process easier for everyone.
Zak not only helped me get the right blackberry, he made sure the deal I found online was honored, and he upgraded my current client phone. Since I was adding a line, he assessed my usage on the first phone, determined how I would be using each one, and found a calling plan for both that ended up saving me money. I now had far more service and accessibility for much less money. Then, despite other customers waiting in the store to be called upon, he helped me convert my numbers from my other phones, set up my email accounts and gave me some basic lessons on how to work my new little crackleberry since I was apprehensive. I never felt he was rushed or that he wasn’t completely dedicated to our sales interaction. By the time all was said and done, I was educated enough that I could walk out of there and confidently know what I was doing in a basic way. Zak was my hero.
You have the opportunity to be someone’s hero every day when they come to see you about a new apartment. Taking the time to make someone feel instantly welcome and at ease in your office helps build trust and is the first step in making sure someone feels at ease in your community. When you then truly hear what your customer wants, care about what they need, and offer the solution they’ve been searching for, you have given excellent customer service. When you deliver service, you deliver results. Your likeability increases your lease-ability!
In truth, Zak was a very well trained employee with admirable product knowledge and outstanding customer service skills. We need more people like Zak in the customer service world. You can choose to be one of them. This reminds me, I still need to mail my receipt for a rebate. I suppose his impeccable customer service only gets me so far . . .
Valerie M. Sargent is Senior Associate at Yvette Poole & Associates, a consulting firm dedicated to unlocking the dynamic power of people through more well rounded training programs and integration into company cultures. For questions about this article or assistance with leasing and sales training, Valerie is based in Newport Beach, CA and can be reached on her new blackberry at (949) 637-0104, valeriesargent@yahoo.com or www.ypooleandassoc.com.
New post - 11.16.2009
Like any good customer today, I went online and pored through all of my phone choices available with my chosen carrier beforehand, deciding upon the one I thought was the best deal with the options I needed. The experience that followed at the store with my salesperson, Zak, was nothing less than delightful. It really got me thinking about the importance of customer service in our industry, and how critical it is now more than ever to build a relationship with the prospect to ensure his or her comfort with the very personal decision to rent this new home, this new place to build a life. How we treat our prospects determines our likeability, and as a result, our “lease-ability.”
When I was in the store and my number was called, Zak greeted me warmly, giving me a genuine smile that instantly set me at ease as we exchanged introductions. I immediately felt he was someone who could help me based on his approachability and willingness to assist, because I had been in cell phone stores before where the salesperson seemed entirely focused on their sales goals or too busy or distracted to help me. Not Zak. He was eager and friendly from the start. It’s the same in our business. When someone is coming to see an apartment for the first time, the greeting you give your prospect sets the tone for the entire visit. I can’t tell you how many community lobbies I have walked into where a greeting was delayed, fake or unfriendly. Those greetings do not help create faith in a leasing consultant; they simply make a prospect feel unwelcome, which makes them less likely to lease an apartment if they don’t feel comfortable from the beginning.
When Zak asked how he could help me, I told him specifically what I was looking for, informed him of my research online and told him I had narrowed it down to a few options on which I hoped to get some feedback. Because I was adding a line with them due to another phone I had for a client (testing their service at home before porting my main number), I had concerns about a shared plan that would meet my requirements for both lines. This reminded me that back at our communities, we need to keep in mind that our prospects are more educated than ever before, researching us online and finding out about us beforehand. When you meet them in person, your conversations have to add value to what they have already learned and clarify any questions they might have. You then want to draw them out and engage them during the qualifying and leasing process in order to guide the tour appropriately to ensure you show them exactly what they are looking based for on what they’ve told you. The key is to listen effectively and be an expert communicator.
Zak was phenomenal at explaining how things worked, pointing out critical differences and giving his opinion on phone performance, all while making it very comfortable for me to ask questions. He used encouraging phrases such as, “Awesome.” “For sure.” “No problem.” Youthfully affirmative language that let me know everything would be taken care of as I needed. Zak didn’t have to “close” me – I closed myself once he showed me exactly what I needed and made sure I was content with my choice. That’s how a true sales process works, when you listen to the customer and deliver precisely what is wanted and needed.
When prospects present you with qualities they are looking for in a new home, your positive affirmation of their needs gives them confidence in you as a leasing consultant. When you then remember those things onsite and point out solutions that matter to your customers, this is paramount to you getting the lease. Show them what they need, as well as the things you surprise them with by showcasing important features they might want based on things mentioned throughout the visit. Prospects know when you have truly cared and listened to them enough to figure out what they might like before they even realize it themselves. By showing them specifically what they are looking for and listening to their concerns, you create opportunities for the prospects to close the deal themselves, making the entire leasing process easier for everyone.
Zak not only helped me get the right blackberry, he made sure the deal I found online was honored, and he upgraded my current client phone. Since I was adding a line, he assessed my usage on the first phone, determined how I would be using each one, and found a calling plan for both that ended up saving me money. I now had far more service and accessibility for much less money. Then, despite other customers waiting in the store to be called upon, he helped me convert my numbers from my other phones, set up my email accounts and gave me some basic lessons on how to work my new little crackleberry since I was apprehensive. I never felt he was rushed or that he wasn’t completely dedicated to our sales interaction. By the time all was said and done, I was educated enough that I could walk out of there and confidently know what I was doing in a basic way. Zak was my hero.
You have the opportunity to be someone’s hero every day when they come to see you about a new apartment. Taking the time to make someone feel instantly welcome and at ease in your office helps build trust and is the first step in making sure someone feels at ease in your community. When you then truly hear what your customer wants, care about what they need, and offer the solution they’ve been searching for, you have given excellent customer service. When you deliver service, you deliver results. Your likeability increases your lease-ability!
In truth, Zak was a very well trained employee with admirable product knowledge and outstanding customer service skills. We need more people like Zak in the customer service world. You can choose to be one of them. This reminds me, I still need to mail my receipt for a rebate. I suppose his impeccable customer service only gets me so far . . .
Valerie M. Sargent is Senior Associate at Yvette Poole & Associates, a consulting firm dedicated to unlocking the dynamic power of people through more well rounded training programs and integration into company cultures. For questions about this article or assistance with leasing and sales training, Valerie is based in Newport Beach, CA and can be reached on her new blackberry at (949) 637-0104, valeriesargent@yahoo.com or www.ypooleandassoc.com.
New post - 11.16.2009
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