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Op/Ed

How to truly be better than the competition with world-class performance

(EDITORIAL) As competition in the real estate world heats up, the answer to winning is simpler (yet more complex) than you may realize.

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olympic swimmer during competition.

It’s not easy to be better than the competition… And saying so doesn’t make it so! What is better anyway?

For world-class athletes it’s faster, higher, stronger. Olympic events are carefully defined and competitors are measured in hundredths and thousandths of a second or an inch.

Service has become a world-class event. Two-thirds of the global economy (80% of the U.S.) has migrated from a manufacturing base to service. That makes service serious business – in essence a world-class event.

Athletes competing at the highest levels train vigorously.  They meticulously track performance, exercise great discipline, utilize technology and employ specialized resources to improve performance.  World-class athletes recognize the value of performance feedback and understand the importance of common standards of performance measurement.

Is there something to be learned from this?

There certainly is!  In business, the consumer is the Olympic committee.  Consumers define the events and judge the results.  Most industries, especially manufacturing and technology, have long embraced faster, higher, stronger concepts and the metrics that go with them.  Common standards have become pretty common.

In the service sector and especially in real estate services, it’s more common for the service provider or each organization to define the event, decide what to measure, and to develop its own measurement standards – it’s convenient that way.

But the service provider doesn’t make the rules in today’s economy – the consumer does!  World-class competitors in business today are totally focused on consumer-defined events and are passionate about measuring their performance results with common standards and common metrics.  And the evidence is clear that progress follows process.

As the level of competition intensifies in athletics or in commerce, some other changes emerge with teamwork, specialization, technology, systems, better fitness, performance feedback, improvement, and even tougher competitors.

Applying this to your real estate practice

So what is faster, higher, stronger in real estate service, and who really excels against the competition?  The measurement standards in real estate services have always been production-based…  without the balance of how good or how well.  The belief is that “doing a lot is doing well.”

Do these traditional standards and metrics of “production performance” fit as well today?  Do production standards and measurements without qualitative standards and measurements reflect a consumer-centered business environment?  But of course, real estate is different.

Real estate service is more like other businesses with the passing of each week.  When brokers and practitioners completely controlled the information, they made the rules and controlled the game.  That’s over, the consumer is in charge.  In the information age, “control” of information is at the very least undergoing redefinition. “Control” comes from responding to the changing needs and interests of consumers by delivering a better, more valuable, and satisfying total service experience.  Control comes from attracting customers and retaining them by delivering a superior service experience.  In the professional services arena, that means offering consistency, reliability, accountability, responsiveness, and taking responsibility – fixing things when they go wrong.

Real estate sales professionals are like competitive athletes.  They play to win and enjoy winning.  But the rules need to change.  If winning is selling more without truly serving better, that’s losing.  Serving better means delivering more value and greater service satisfaction, measurably greater satisfaction.

Will the independent contractor/agent accept change and respond positively?  They will with enthusiasm…winners always do!  But a meaningful quality service focus that meets the needs of the consumer must also benefit the professional.  Awards, recognition, and rewards for professionals must go beyond the single dimension of production.  Production standards should be balanced with quality standards so that everyone’s interests are aligned and everyone benefits.

To make that certain requires providing systems, support, technology, performance feedback, awards and recognition, and unbiased results validation just as it does for any world-class performance.

5 Steps to world-class performance

  • Understanding consumer needs
  • Defining and implementing a real service process
  • Measuring performance and results
  • Learning, improving, and raising the bar
  • Recognizing and rewarding superior service delivery
  • Utilizing independent validation of service results

Accepting the reality that today the consumer defines the game and determines the rules, then playing to win… means winning a new way.  The most intense era of competition to serve and retain customers in real estate services is just beginning.  Providing quality service is serious business.  Only those who are serious about service can win against the competition.

Kevin is a Co-Founder, President & COO of Quality Service Certification, Inc. (QSC) and earned an MBA from The University of California – Irvine. With over 20 years of Real Estate experience, his primary focus is on consumer research, developing better service management systems, and sharing the importance of consumer-centric service standards, transparency and accountability to create measurable and meaningful differentiation and long term advantage for those professionals that put customer needs first.

Op/Ed

6 questions to determine if you are exhausted and feeling burnout

(EDITORIAL) Six questions can determine your feelings of workplace stress and burnout, and knowing is the first step to curing the problem.

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man laying head on computer representing burnout at work

Everyone feels the stress of the job. Even if you are one of the lucky few who holds what they deem their “dream job,” there are days where not everything is picture-perfect. With the technologically based world we live in, it’s hard to deal with being constantly attainable. After we are through putting in our hours at the office, work continues to follow us home with every email that pops up in our inbox. The stress of not allowing yourself a significant work-life balance can lead to work burnout.

Burnout causes and effects

Studies in organizational communication have examined the causes and effects of workplace burnout. The causes are divided in dimensions of emotional exhaustion, lack of personal accomplishment, and depersonalization.

With emotional exhaustion, a worker may feel fatigued, frustrated, and fed up with their work. Lack of personal accomplishment leads to feelings of failure or incapability.

Finally, depersonalization causes a worker to feel like a cog in a machine, rather than a valued employee. As a result, they may begin to dislike coworkers.

The effects of workplace burnout come in the form of physiological, attitudinal, and organizational. Physiological effects may see spikes in blood pressure and heart disease.

Attitudinal effects see reduced job satisfaction and lower commitment to the organization. And, if burnout is continuously felt with a particular job, the organizational effect could be a high turnover rate.

Ask yourself these six questions

Dr. Steve Albrecht posed six questions one must ask themselves to examine their level of workplace burnout. He suggested that the questions will determine whether one’s workplace burnout is low, medium, or high.

1. What do I like about my job?
What aspects of the job help get you out of bed in the morning? Do you feel like you are doing something you’re good at? Do you feel valued? These feelings, along with tangible aspects, such as salary and benefits, are important for anyone in any job to consider.

2. What do I hate about my job?
Consider the hours, pay, people, responsibilities, etc. Are these items helping or harming you in the workplace?

3. What do my coworkers do that makes my job easier?
Colleagues can make or break a job. Many people often find themselves in workplace cohorts, as work is their main source of socialization. Are these people beneficial in that manner, in addition to being helpful with practical application?

4. What do my coworkers do that makes my job harder?
If you’re on the outskirts of the aforementioned cohorts, that can make the workplace less enjoyable. Are the people you’re working alongside unprofessional? Do they neglect to help with tasks?

5. What does my boss do that makes my job easier?
More so than coworkers, bosses have the ability to make or break the humanistic vibe of a job. If you have a firm, but caring boss, that can make all the difference. If your boss is someone you can go to with concerns, you may be less likely to feel stress in the workplace.

6. What does my boss do that makes my job harder?
Flip everything that was said in #5. If your boss is a nightmare, that is incredibly likely to lead to feeling unappreciated and ultimately stressed out with work.

Every job is situational, but it is important to be aware of the toll that workplace burnout can take on you. Life is too short to settle. I understand that it’s easier said than done, but if you are not happy with where you’re at in your career, never stop looking for other opportunities.

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Op/Ed

5 must-do’s if you want to come across as a great communicator

(EDITORIAL) When you communicate in business, you have to change your talking style to give infor without losing engagement. Here’s how.

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Being confident during a work presentation, using tips to communicate efficiently.

Mark Zuckerberg once said, “The thing that we are trying to do at Facebook (now known as Meta), is just helping people connect and communicate more efficiently.” One of my biggest pet peeves on social media is the post that goes on and on and on. I’d like to think that I communicate fairly well, but I do tend to verge into over-communication every so often. I’m not an expert, but I have learned – and continue to learn – a few things about talking and writing to other people.

1. Know Your Audience

At a board meeting of a local non-profit, I was explaining a repair project that we had to vote on. When I got finished talking about the quotes and the insurance claim and said that we will probably come out even, the acting president looked at me and said, “why didn’t you just tell us this to start out with?” I realized I had wasted about 10 minutes because I didn’t know the audience. Definitely a case of overcommunication. All he wanted was the bottom line, but I thought the board needed to know every detail. Chalk that one up to a lesson learned. When your listener’s eyes start to glaze over, you’re probably talking too much.

2. Be Intentional – AKA Don’t Go Down Rabbit Trails

When I’m with my friends, I love just letting the conversation take us down whatever path. In business, I want brevity. I’m kind of a TL;DR person. Even though I want to make sure that people have enough information, I just want the bottom line. When you’re communicating with a co-worker or boss, don’t let your message get hijacked by taking a fork in the road. You’ll lose your audience.

3. Avoid the Obvious

I hate it when people regurgitate information or tell me what I already know. Call it mansplaining or just being thorough, but it’s annoying on the listener’s side. Give information that serves your audience, not your ego.

4. Don’t Assume

I could write a dissertation on assumptions. We all know the saying, “when you assume, you make an ass out of u and me…” When you’re communicating, find a balance between stating the obvious and assuming your listener knows what you’re talking about. The simple question, “do you need more information” can be a place where you can find out what your listener needs. But I’ve also learned to avoid assuming someone’s emotions or attitude about what you’re saying. Read their face, but know that confusion and daydreaming can look similar.

5. Good Communication Improves Productivity

When you’re an effective communicator, it directly impacts your effectiveness in the workplace. You get more done because you’re not going back and forth answering and re-answering questions and providing information. There are times when you do need to provide lengthy emails or have detailed meetings. Knowing the difference keeps you from being boring and long-winded. Take a few seconds (or even minutes) before sending that message or talking to a colleague about a project. You’ll be a better communicator.

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Op/Ed

What life-lessons college taught me both in and out of the classroom

(EDITORIAL) College teaches you some things that you will (and won’t) find in a textbook but it sure comes at a hefty price.

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People meeting with laptops in a college classroom

I walk the fence when it comes to a college education. It works for some and maybe not so much for others. It’s the whole “well-rounded” education thing that bothers me: First there’s 12 years in elementary and high school learning things that, even if you never use the information, it’s important to know. I get that.

After a lifetime of education

But when you go into college why repeat the process all over again? Why not focus on a career track? Learn and do! Get into the trenches! Where the heck are/were the survival skills you need to make it in the real world? Instead you get two more years of general education requirements! Really? And that’s going to make me a better “xx?”

I chanced upon a great editorial that touches on these same questions. And it got me to thinking: A college degree makes for a perfect world and on paper it looks good. Everyone with a framed BA or two would rule the world and help consumer trust levels, but I don’t believe it would actually make for better X’s (fill in the space with the career of your choice).

The big picture

I had a moral sense of needing to graduate so my folks, bless ‘em, would have the satisfaction of seeing their kid accomplish something they never did, but in the bigger scheme of things what was the purpose of Astronomy 101? Geology? I wanted to learn how to make movies and write scripts and I couldn’t even take a class on Film Theory until my junior year? NASA we have a problem.

Lesson Number One: What I learned fast is that college is a business. If the business can make more money in four or five years instead of one or two, of course you want to drag it out and milk it for all it’s worth. What’s the rush on graduating? Relax! Kick your feet up! That was a problem back then and I still see it as a problem now.

Fear: An incredible motivator

Instead of feeling like I was in the comfort zone of the universit,y I felt like the clock was ticking. Those first two years taught me that I needed to get out of that environment. THAT much I learned! I didn’t know what was waiting for me on the outside but some internal clock kicked in and I went from 12 hours a semester to 20 or whatever the maximum was that you could take with the Dean’s permission.

Lesson Number Two: The unknown is scary. It keeps you up at night. Ties your stomach in a knot. It almost makes you do things you might not ordinarily do. I graduated in three and half years and not four or five like many of my friends because I was scared shitless. Without even realizing it, by wanting so badly to get out of school, I was learning things that would serve me well in life: Goal setting, time management and speaking before a group.

I made a short list: a) See the world. b) Get paid to write about what I saw. c) Don’t look back. I graduated on a Friday and walked into a recruiter’s office on a Monday. I should have done that a few years earlier, but it didn’t matter. Within six months I was in Europe.

The ensuing 20+ years serving all over the world is a story for another time. I wish I would have started that odyssey a few years earlier.

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