NMSA- Valerie Sargent

Telephone Connections of the Real Kind

2010-03-25T14:32:00.000-07:00

A Trainer’s Confession of How Swimsuits Lead to Proper Phone Skills

I do so much training on telephone skills, and it seems that one of the areas that so many people have a challenge with is connecting with a prospective customer on an authentic level. This is particularly tough for some over the telephone. I am willing to share a personal and potentially embarrassing story with you in an effort to improve your phone skills. Yes, that is how much I am dedicated to helping you be the best you can be!

It all begins with the fact that I turn 40 this year. While I’m not completely uncomfortable with that, it coincides with taking a trip to Hawaii the following month and the need to try on bathing suits. Ugh. (Do I hear the groans echoing throughout the country from those not ready for swimsuit season?) As I stared back at the reflection in the mirror, I realized that getting out of the gym habit after whiplash from a minor rear end collision was not working to my benefit (my chiropractor initially recommended that I not lift weights afterward, and somehow I lost my workout mojo). Maybe I grabbed the wrong two swimsuits, but let’s just say I was not happy with what I saw.

What could this possibly have to do with telephone skills, you ask? Everything. After mulling it over for a day or so, I went online and searched out Dr. Thomas Barnes here in Newport Beach, as I knew he had started offering a laser light therapy that helps your cells release their fat, enabling you to drop pounds and inches. Yes, Vanity saw 40 around the bend and reared her ugly head. It’s true. I confess. I wanted to know more. I wanted to see if he could literally melt my troubles away. So after watching a few videos on his website to understand the process, I called to schedule a consultation to learn more.

I was surprised and delighted when Dr. Barnes himself answered the phone. I hadn’t expected that, and I’m certain I just caught him at the right moment when no one else was near the phone, but the conversation that ensued made me want to write this article to share with you the secret that really helps you connect with another person over the telephone. That secret recipe is made up of: Two parts curiosity, one part generosity and a side of caring.

He answered the phone, identifying the doctor’s office by name. I thought his voice sounded familiar, having just viewed the videos, but wouldn’t have expected to reach him directly. I said I was calling to schedule a consultation, and he immediately asked what services interested me (defining my needs right away). After a few clarifying questions I told him I was curious about his Laser Lite Diet, and he wondered how I heard about the procedure (checking to see which of his marketing sources are working). I mentioned a friend who was happy with her procedure done in Tulsa, and that I’d noticed website photos from the company she’d used included his name. Given that he was in my area, I was familiar with him from television interviews he’d done previously about his lunchtime makeovers and knew who he was. In viewing his photos after my friend’s experience, I felt the need to seek out his website when Vanity struck my household next.

When he asked why I was hoping to have a consultation (trying to uncover my motivation), I told him I wanted to learn more about how it all worked and that I was concerned with how safe the procedure might be. He answered with, “I understand. This is Dr. Barnes, by the way.”

I realized other customers may not get so lucky as to chat with a doctor on the first call. I thanked my lucky timing stars. Impressed that the doctor himself had taken the time to answer the phone, I said, “I thought so! I thought I recognized your voice after seeing the videos on your website.”

He explained that he was in the process of updating his website and went on to tell me how he had been using the laser for years during his surgeries as a tool to help with healing after liposculpture. Eventually he realized there was a need for a more universal, non-invasive application to help others reach their goals without surgical treatment. Hearing that it had been used as a part of these operations prior to its current form made me feel more comfortable about it, as did speaking directly with the person who had essentially developed this newer machine for its intended use. I didn’t know when I called that I’d gone directly to the source of it all. Credibility creates confidence.

I confessed I didn’t know if it was the fact that I was turning 40 or the idea of getting into a swimsuit for an upcoming trip to Hawaii where I would swim with dolphins that drove me to his site that day. He responded with a simple question, “Where in Hawaii are you going?”

We began a conversation about Hawaii, and he told me that he and his wife and 3-year old were headed there the following week, but to Maui instead of the Big Island. Swimming with dolphins became our next topic of conversation, which led to me telling him about the son of my sister-in-law who is fighting an epic battle with cancer. During a recent life threatening surgery my nephew had, I sought peace at the ocean’s edge in order to better focus on sending all of my healing thoughts to him. Out of nowhere straight in front of me shot a pod of dolphins out of the water, sending me a universal sign he would make it through. And he did. It definitely solidified my desire to swim with dolphins this year!

Yes, I shared all of that with the doctor. Why, you ask? Because he asked! And he continued to ask … next about Steven’s cancer, his kidney transplant, his condition. We discussed swimming with dolphins again and traded a few travel tidbits as he shared some information with me about his family. He asked more about me – what I did for a living, who my primary clients were, about business in a challenging economy. We discussed websites, social networking, advertising and services. Oh, and we finally touched upon pricing, which wasn’t a focal point but rather a sidebar to our discussion. He didn’t try to hide pricing from me, like some doctor’s offices might do to lure you in for the consultation. It was covered generally and he let me know what the options were in a laid back manner.

What do you think I began to do by the end of our conversation? That’s right … I began to trust him. Why? Because he was curious to know more about me. He asked about my life. It wasn’t all surface – he wanted to really know the person on the other end of the line, and it felt completely authentic. From there he was also willing to share details of his life and experience with me. Two parts curiosity, one part generosity.

As our call drew to a close and we scheduled a time for my consultation, it felt like we were both looking forward to meeting the other. Is that an appointment I will keep? You bet! Not only am I interested in the procedure, but after speaking with Dr. Barnes personally, I have the impression that he is a caring individual who wants to help others. At this point, I want to meet the man behind the machine, because based on everything we covered I feel like he wants to help me personally. Me. Not just a number or a name or some appointment on a calendar. Me. And they say doctors have no bedside manner! I disagree.

So there’s your side of caring. You have to truly care about others to really connect with them on the phone (of course this goes double when you meet those prospects in person, but at this point you just need to get them in the door!). Ask questions about your prospects. Learn what motivates them and get to know them. Want to hear more from them and then figure out how you can help based on what their answers are. Be interested, and they will be interesting. It’s amazing how that works!

When you are genuinely engrossed in someone and are successful at getting them to open up to you, you then have the opportunity to align yourself with them by finding those things you have in common, so be sure to give of yourself in small doses as well. You have often heard of this described as “building rapport,” but I really like to think it’s about connecting with the customer. Two parts curiosity, one part generosity. This is the stuff that helps build bonds and establish trust. And that side of caring? That’s what it really boils down to: Do you care about the person on the other end of the line, and whether or not you can help them?

I hope this somewhat embarrassing personal confession helps you learn more about what drives those stellar connections over the telephone. When I take the time to write an article, it is because I have honestly been inspired by someone or something. In turn, I hope this story can inspire you to make those connections of your own, to sincerely care about your customers and to take your performance to a higher level. How you deal with trying on swimsuits in the dressing room, however? That’s up to you!

No, this is not a paid advertisement for Dr. Barnes – at the time of writing this article I haven’t yet gone in for my consultation, although I do plan to share the article with him (even fancy doctors need positive reinforcement when they do a good job!). It is simply easier to use his name in the retelling of things, and I know some of you out there who are squeezing into swimsuits right now may be curious about the procedure I’m referring to as well. Including those details prevents you from stalking me for them later! However, if you need help with telephone skills training, feel free to stalk away!

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 & telephone training, Valerie is based in Newport Beach, CA and can be reached at valeriesargent@yahoo.com , (949) 637-0104 or www.ypooleandassoc.com.

Habitual Performance - Don't Be a Victim!

2009-12-03T08:37:00.000-08:00

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.

Deliver Service and You’ll Deliver Results

2009-11-16T17:31:00.001-08:00

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