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conversations with clients
Client Conversations | Securing Peace of Mind with Digital Surveillance CCTV Installer!"
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How to Use Conversations to Grow Your Real Estate Business
How to Use Conversations to Grow Your Real Estate Business
Connecting with people is a big part of what we do (or should do) as agents or brokers. Need some more new business? Read on.
In commercial real estate brokerage, it is best if people are placed squarely in your working day and through your tasks. That is across your focus, in your activities and meetings, and your diary. Think about what you did yesterday. How many new people did you…
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How to Connect Successfully with More Commercial Property Clients
How to Connect Successfully with More Commercial Property Clients
There are a few rules for improving your real estate business, and clients are at the centre of all things. It doesn’t matter if you are focusing on sales, leasing, or property management, the client connection model must prevail. The question then evolves about just how you connect with more new people. In one word, you should be ‘relevant’ in a local way.
Ask yourself this question. Why…
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Commercial Real Estate Brokerage - Asking Key Questions to Boost Conversions and Enquiry
Commercial Real Estate Brokerage – Asking Key Questions to Boost Conversions and Enquiry
You can waste a lot of time in commercial real estate brokerage if you do not take the time to understand the client in a comprehensive and complete way. There will be many instances where you will find that a client or prospect will not tell you the whole story or give you all the facts about the property or their enquiry; sometimes that is their intention. That is certainly the fact if they…
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Conversation Strategy and Planning
I started thinking about writing an opinion piece on conversation planning a while back. After attending Brooklyn Beta and reading To Sell is Human by Dan Pink, I'm ready and even more galvanized than before. Let's go.
Start actively participating in conversations. Failure to plan discourse is stupid. Blindly accepting what someone says is dangerous.
Research by the Carnegie Institute of Technology says that 85% of an individual's financial success in life is attributable to human engineering--basically your personality and communication skills. Forbes wrote a good overview of CIT's findings. Research like this (and many other sources) continues to point to what a lot of us innately know and see in our day to day lives: Intelligence isn't as closely linked to our success as who we are and how we communicate is.
If it's widely understood that communication is so intimate with our success, why do we spend such little time preparing for it and carefully considering outcomes?
As a freelance Producer, I have a ridiculous goal when talking to clients: never meet a response that I didn't already consider. It's impossible to meet that goal, someone inevitably throws out something insane that I never thought of. The point of that high bar is not to gauge my success or failure, but rather to keep myself engaged.
For us web industry folks, this comic by Matthew Inman nails our occasional feelings about client communication. The truly painful thing about the situation depicted here is how avoidable it is. As individuals or teams that create beautiful things that solve complex problems, we sometimes forget that our end purpose isn't to create the perfect user experience or architect content in the most intuitive way, it's to serve a client. You can build the most amazing thing ever, but if you can't convince your client of its value, you've failed.
Willful resistance aside, It's your fault when your client doesn't see value in your work.
Continuing with the humor, remember this poem? Taylor Mali makes some great points about tone and conviction, and his feelings perfectly illustrate that you have to participate if you want your communication to be effective. Stop spectating your conversations or waiting for them to happen to you.
With SuperFriendly and Arbitrary (shoutout to my dudes Dan Mall and Jamie Kosoy) I precap, take notes, recap, and real-time strategize in almost every client conversation. I literally use two moleskin notebooks, textedit, Skype chat (private), and Skype chat (client) in addition to verbal conversation for almost every call. I've mapped out a way for myself to make note of things I find important and respond immediately or record them for strategizing later. Note taking isn't about memorizing for a final exam. It's about gathering specific thoughts and feelings at a specific time in a specific context. Not considering negotiation and verbal discourse, I'm equipping myself to communicate. I'm trying to catch all of the little pieces so that I can not only understand what's being talked about, but also project possible outcomes and infect all of my conversations involving this client with an understanding that goes beyond bullet lists, action items, and knee-jerk reactions.
To round things out, consider this article from 2011 published on the Psychology Today website. Psychologist Mitchell Handelsman, Ph.D. is addressing multiple problems with the lecture format--one of which is:
"I tell my students that nobody will ever pay them to sit and listen, or to take notes. Even Roger Ebert doesn't get paid to watch movies. Rather, he gets paid to think, analyze, critique, write, and communicate."
What I took from this article is that there's definitely a place for one-way communication, but that place isn't in a conference room with your client at a review milestone. No matter your role, your skill, or how smart you think feel, you need to be wrestling with both sides of these conversations. You may not get to respond immediately (or even ever), but you darn well should be ready.
Here's a basic outline that I've started using when strategizing before hopping on a call with someone--specifically clients:
Who am I talking with and why am I talking with them?
What is this person bringing into this conversation that will affect how they view what I need to tell them?
How can I earn this person's trust and what do I not understand about them?
How might they react when they hear what I'm about to tell them?
That's it, and it's super basic. These questions often lead to more questions for myself, those additional questions for myself often lead to more questions I'll have for the client, and those questions often lead to conversation topics that I would have never prepared for if I hadn't taken 10 minutes to devise a plan.
We need to get more tactical in our conversations. We're often surprised when a conversation ends up in a crazy place. You can never fully keep that from happening, but you can be ready and head off the big issues.
A true conversation with a client - The Imposition
One day at my weekly site meeting at the multimillion dollar home we were building, the contractor informed me (yet again) that the schedule would not be met unless all cabinetry finishes were finalized.
After reviewing the cabinetry drawing for the 40th time, with the final revisions done…. I say, “So this is it! The moment of truth! Do we have your permission to begin building the cabinets with the vertical grain douglas fir finish specified?”
She says in shock,” What?? I need some time to think about this….”
And i explain, “If you want your house ready for your sons graduation, they need to begin building these cabinets….and the reason we are here today is to make this final decision. Vertical grain doug fir……This is what we’ve agreed to and discussed for months, even before I joined the project 9 months ago.”
“Can’t we meet at your office and go over some finishes?” she pleads.
“Absolutely we can! But if we don’t choose today, your sons graduation party may have to be exclusively outdoors.”
She puts her hand on her chest and says, “Wait a minute…..”
We all look at each other. Again she says,”Wait A Minute.” She looks up in the sky to the right, and then to the left….. We look as well and dont see anything.
She looks down at her own hand on her chest, “What is this I’m feeling?…..” Again she looks into the sky, left then right…..and spins slowly clckwise looking for an answer from the heavens.
“What is this feeling!….” she puts her other hand over her heart and looks into space unfocused on anything and she says quietly, “I’m feeling imposed upon……” She looks around the floor for the source….than back at me.
*gulp*
“That’s what IT is…. I’m feeling IMPOSED UPON!”
All of a sudden a rush of thoughts pass through my brain:
This woman has eaten nothing but the best food, prepared by the best chefs, cooked to perfection, or not cooked at all when she is on a raw diet, every single day of her life. She wakes up on the most comfortable mattress in the world, with the best coffee in the world, brewed at 202F by the best barrista in the world, with the best shower head in the world with the perfect water temperature and pressure. That's why she installed the Speakman showerhead on her Dornbracht fixtures. She gets her haircut by Paul Mitchell himself. She is friends with the owners of the best restaurants and has dinner with the president….not just THE president, but EVERY president of every major corporation you could imagine. She doesn’t use Fed Ex cux she met him at a party and “He was rude”. She has never driven a car or experienced any form of discomfort in her entire life. Everything is done for her, at the highest quality. She never is criticized because every person within a hundred feet of her is there in her service. She’s not smart, because she hires the best people to make decisions for her. She has accountants, art curators, lighting designers, stylists, dog trainers, book dealers, doctors, all in her service. She is a fourth generation of trust fund people. Not only was she born rich, her parents parents parents were born rich. Her DNA has been rich for over a hundred years.
And now…..
Here I am asking her to make a decision……A guy from the suburbs with an undergraduate degree from a state school. I inadvertently caused a sensation of discomfort.
She has not felt anything like this in SUCH a long time, that not only did she not recognize the feeling, she didn’t EVEN remember the WORD for the feeling.
“I need t talk to your boss right away, as i am not going to be imposed upon to make a rash decision like this on a moments notice without any consultation with the president of your company and i cannot be expected to.”
We all say at the same time,”Oh absolutly, no problem, we were just trying….the schedule…yes yes…next week is fine….we were just thinking….Nevermind……”
Mindful Motion
Client: I'm having to concentrate on the exercise so much, this is like meditation!
Martina: It's Mindful Motion!
