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Real Estate Brokerage

Best ways to handle stressed-to-the-max customers

(BROKERAGE NEWS) Moving can make even your calmest clients nightmare wackadoos. Here’s how to manage them.

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Three researchers have published an interesting study on how customer service can be improved by recognizing a customer’s stress level before a connection with your business is made.

For example, a customer can often be anxious over using a particular service, i.e., a funeral home or a lawyer in connection with a divorce. By learning more about how your clients feel when they call your business, you can better manage the customer experience. This offers your business a more effective customer base of referrals and repeat business.

The researchers identified the following steps to manage stressed-out customers:

1. Find out how your customers are feeling when they need your service.

One reason so many breast cancer facilities are free-standing, away from the main hospital complex, is because women voiced their ideas to the healthcare team designing the facilities. Women wanted coordinated care under one roof, but felt like the hospital was not a calming environment. Use your empathy to walk in your customer’s shoes to change the experience.

2. Hire not only for skill, but attitude and personality.

Employees who love their job can’t be trained. The passion and enthusiasm, even for a high-stress career like a cancer nurse or funeral director, cannot be taught. Look to bring on team members who have empathy for your customers and understand that business is all about customer service. It’s far easier to teach someone the skills needed for a job than it is to teach them to be motivated to work.

3. Study your approach to the customer’s journey.

How does your business interact with the client? From the first link online or phone call, to the payment options, what is the customer’s experience? Address the high-stress interactions by providing information about your services. For example, when calling to view a listing, what can your customer expect?

4. Give the customer more control over the service.

Dealing with a mechanic who tells you that your engine is shot is highly stressful. Instead, learn to be more specific and talk to the customer in a language that can be understood by someone without technical knowledge. Make sure your customer has one point-of-contact throughout their experience. Have a plan B in place for when that individual is sick or goes on vacation. Empower your customers through today’s technology, maybe an app that tracks the sale. There’s no excuse today for poor customer service and information.

I would highly recommend that every real estate professional read the research from Harvard Business Review. Leonard L. Berry, Scott W. Davis, and Jody Wilmet packed so much information into their report that there’s no way I could cover it all here.

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Dawn Brotherton is a staff writer at The American Genius, and has an MFA in Creative Writing from the University of Central Oklahoma. Before earning her degree, she spent over 20 years homeschooling her two daughters, who are now out changing the world. She lives in Oklahoma and loves to golf. She hopes to publish a novel in the future.

Real Estate Brokerage

LeadFuze can save anyone’s sales numbers from the gutter

The amount of time and effort that goes into gathering relevant leads can be exhausting. LeadFuze is a software that searches and finds leads, crafts awesome emails (and follow up emails), and turns those cold leads into sales.

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As someone with a background in sales, I can’t even begin to explain the amount of time and effort that goes into gathering relevant leads, after all, there can be no business without customers. But the cost of finding the right target market, finding their contact information, and successfully reaching them, can be a burden. Which is why companies have begun investing in lead generators, such as LeadFuze, a new lead generation tool.

Now I’ve used some of these generated lead lists before, and literally had absolutely no luck, the numbers were either too old, or disconnected. However, with LeadFuze’s inquisitive onboarding process, they ensure leads are not only relevant, but attainable, eliminating the guess work, and time. They offer two options for customers, one is the basic lead generating software, and the other is “done for you” services.

Which one businesses select, depends on how much control they want to give LeadFuze: either partial with just enough control to provide lead lists, or full control, where they generate leads, communicate with them, and identify warm leads.

Checks your email for leads

For the Lead Generating software, setup is pretty easy, it requires a quick installation of their Chrome extension. From there, users can find prospects based on title, role, industry, location and other filters. Once selected, their software then goes and finds the emails, domains, and various social profiles automatically; which can then be exported into any CRM or emailing client.

The lead software has three different price points, including 20 free prospects with each, and packages sustainable for individual teams, and teams up to 15. There’s also a free trial option for up to 3 team members!

Crafts your emails, follows up

The Done-For-You option, is like the luxury vehicle of both services, and literally does all of the manual labor. After filling out the onboarding process, completing information about the specific business and industry, LeadFuze takes over and is in control from there. They start with email creation, crafting captivating outreach email messages, and follow-ups. After the business user is satisfied with the emails, they are sent one by one, to each lead that was generated for them, based on target market, industry, location and more. And just to make sure no one is left behind, prospects who don’t respond initially, will receive a follow up email.

When someone finally responds with an interest, and becomes a hot lead, LeadFuze relinquishes control back to the business, and allows them to continue dialogue and hopefully secure the sale.

Price points vary

This service is understandably more expensive, however still affordable when you think about the costs avoided, and time saved. They’ll even send you an example email if you don’t believe in their effectiveness.

I’m confident LeadFuze could have saved me a couple of grey hairs, during the countless hours of being hung up on, and talking to operators. So I know other B2B businesses will find a site like this extremely beneficial. If you value your time, and want to have a sales team that actually sales, try their free trial option, and see what they can do for you.

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Real Estate Brokerage

Inexpensive mental health resources for real estate pros

Mental health issues are often untreated when no insurance or few resources are apparent, but there are many resources available to keep the entire team cared for.

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There’s no shame in needing a doctor when you’re physically sick, but sometimes people think that mental illness should be hidden. No one likes to admit they’re struggling with an addiction, grief, or depression, but trust me, friends, family, and co-workers most likely know you’re struggling – they just may not know how to help.

Mental health assistance can be very expensive, especially without insurance. With the ACA, more people have access to services, but it may not be immediately evident.

Attention Brokers:
We recommend sharing this article with your team accompanied with a note explaining why. We’ve known many agents that suffer through drug addiction, unmedicated bipolar disorder, sex addiction, depression, and so forth. Open the door to a conversation. Everyone on the team deserves to be cared for, with or without insurance.

Free or inexpensive ways to get help:

If you or someone you know is in need of help or someone to listen to you, please do not be embarrassed. If you (or the person you’re concerned with) don’t have insurance or have limited resources, here are some places to get help.

  • If you are in a crisis, dial 911 or call 1-800-273-TALK (8255) for a 24-hour crisis center.
  • Check with your insurance company. You may not realize that you have mental health benefits, or understand how to find a provider that fits into your plan.
  • Talk to your primary care doctor. Your doctor may know of local resources that are available to you.
  • Most communities have local mental health centers that provide income-based services. Ask about discounts or reduced rates.
  • Dial 2-1-1 in Texas (and most states) for referrals to agencies that are in your community.
  • Go to your religious organization. Spiritual leaders are often willing to listen and help you get back on track. They may be able to direct you to resources within their community and network.
  • Search for your particular issue. The Anxiety and Depression Association of America (adaa.org) has a full list of resources and help for dealing with every day and chronic stress and worry. If you get too many hits, try using the phrase, “national foundation” then the issue, for example, “national foundation OCD.”
  • Go to the library and seek out a book. Self-help books on grief or depression can help you navigate your own feelings and find a way out.
  • Go to the App Store. Type in what you need help with. You might be surprised at what comes up. Happify is a good app that helps you work on being positive. 7 Cups of Tea offers trained listeners to get you through anxiety.
  • Talk to a friend, a trusted mentor, or family member. Reach out for help.
  • Exercise. Get out of your rut.

The bottom line is that whether you’re struggling or trying to help someone else who is, neither of you are alone. It may take more than one try, but we urge everyone to bookmark this page for reference, should it be needed now or int he future.

This story was first featured here on September 2, 2015.

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Real Estate Brokerage

Google’s secret formula for the perfect team (that you should emulate)

(BROKERAGE NEWS) Google is famous for building high quality teams that change how technology works, so let’s talk about what they do well so you can emulate them.

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Google is infamous for having highly functional work teams, and for being a great company to work for. What accounts for the success of Google’s teams?

It’s relatively easy to discern the effectiveness of an individual employee. It’s a bit more challenging to figure out how to study what makes a group thrive or fail – but Google has done it.

A few years back, they released the results of an internal two-year study of their own teams.

Google conducted 200 interviews, and analyzed 180 of its teams using a list of 250 attributes in order to see what characteristics are most important in making teams successful.

The results show that the attributes of individuals on the team are less important than how they work together. The single most important factor in determining a group’s success turned out to be something called “psychological safety.”

In teams with a high degree of psychological safety, members are unafraid to take risks, and are unembarrassed to ask questions and make mistakes.

In other words, people can be vulnerable with one another without fearing negative reactions.

Said Google, “Individuals on teams with higher psychological safety are less likely to leave Google, they’re more likely to harness the power of diverse ideas from their teammates, they bring in more revenue, and they’re rated as effective twice as often by executives.”

Other factors that made a big difference were dependability (team members can rely on one another), structure and clarity (the goals, roles, and plans of the group are clear), meaning (the goals are important to the individuals on the team), and impact (the team members believe that what they are doing is important).

Factors like how much the team members have in common and their experience and education levels were much less important than one might think.

In a nutshell, great teams aren’t as much about great people as they are about great teamwork.

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