What Does your Phone Voice Say about You?

Pretend you didn’t know you. Listen to your phone message. What ‘first impression’ are you making?  Do you sound happy to hear from that caller? Sluggish? Disinterested? Timely?

When I phone an agent today, I have no idea where that agent will answer his or her phone—or from what phone the call is being answered. And, I don’t really care. Technology allows the phone to follow the agent. That’s great. Here’s what’s not so great. Many times the agent’s message is so dull, powerless, or mumbled that it doesn’t sound as though the agent wants to talk to me. Or, the agent’s message is so long, that I’m impatient by the time I get to leave the message.

What Impact Do You Want to Make?

Surveys show that consumers want their agent to be enthusiastic. So why do many of the agents’ phone messages sound as though they are terribly tired or uninterested in the caller? Here’s the principle.

We use our senses to make snap judgments about people.

The less senses involved, the more important it is that we communicate properly. On the phone, there is only once sense involved—that of hearing. You have no ability to communicate your warmth, your interest, etc. visually on the phone. You have only your voice.

Decide What You Want to Communicate

What conclusions do you want your caller to have about you? Write down the five most important judgments you want your caller to make about you and your business approach. Now, listen to your own voice message. Do you believe you are communicating your ‘best self’? Ask five other people to listen, too. Decide what you like and what you want to change.

Research your Competition

Don’t listen only for your own communications. For three days, listen carefully to the tone, intent, and messages you hear on answering machines or voice messages of other agents and brokers. Listen carefully to how agents answer the phone at their offices. What do you think those agents are communicating? Do you believe they are communicating the kind of qualities they want to communicate—and think they are communicating?

Four important tips to remember when recording your own message:

1. Stand up—you’ll sound as though you have much more energy.
2. Write out your script first—and be sure it’s not too long. I don’t really care where you’re going to be all day!
3. Modulate your voice pleasantly. Try to get some resonance.
4. Sound as though you’re looking forward to hearing from me! 

These simple tips will increase your trust rate and your business. Get to ‘hearing’ today! Best news for budgeting: These tips cost you nothing, but reap you great benefits. First impressions count: Create your best phone voice.

www.realestateratingz.com

www.incredibleagents.com

www.zillow.com

These are agent feedback sites. You’ll see the good, the bad, and the ugly. In fact, you’ll be stunned, I think, at the impact a testimonial has in writing—on the net. This is a huge trend: Clients providing feedback that can be accessed by everyone. Now, even Realtor Associations, like the Houston Association of Realtors, is regularly surveying members’ buyers and sellers for feedback. Expect this trend to get bigger quickly.

Two New ‘Players’ in the Agent Information Business

In addition to the sites I told you about above, Bank of America and USAA are getting into the ‘information about agents’ business. Check them out, too.

It’s So Easy to Stand Out from the Crowd

You don’t have to be a top producer. You don’t have to be a technical genius. All you have to do to succeed is to put yourself in your customer’s shoes and think,

“How would I like to be treated? How would I like to be answered? What makes me trust a person? What makes me walk away from the product or service?” You’ve got it. You’re on your way to a stellar reputation and business.

Survey, Survey, Survey

Are you surveying right now? Would you like a copy of my survey? If so, click here. Let me know how it works for you!

Question: Why are agents afraid to survey? Studies show that only about 10% of agents actively and regularly survey.

A recent study showed that shrinking commissions was the largest problem perceived by top producers.

I was asked to do a presentation on real estate trends and their impact on real estate professionals for the National Association of Realtors’ Mid-Year Convention. So, I did lots of research. The presentation is called “The Drumbeat of Emerging Trends”. In it, I explore the five most important trends affecting real estate right now.

In this blog, I want to share with you how to assure your commissions don’t shrink.

After all, if you’re a committed agent who invests monetarily and emotionally in a long-term career, you deserve the commissions you want to charge.

What it Takes to Preserve the Commission Levels you Want 

There are two things you can provide that more than earn your ‘generous’ commissions (and that a computer search can’t do for a buyer or seller):

Expert consulting

Expert negotiating

Becoming that ‘Value-Added’ Consultant and Negotiator

There are some specific steps you can take to provide truly deliver immeasurable value to your clients. Here they are:

1. If you haven’t taken interactive, tough, to-the-point consulting and negotiating workshops, do so now. Unfortunately, most agents aren’t trained consultants or negotiators, so they’re missing the opportunity to differentiate themselves from other agents—and impersonal web-based services
2. If you don’t use a written questionnaire to interview prospective buyers and sellers, get and starting using them now.  (see The Complete Buyer’s Agent Toolkit and Your Client-Based Marketing System for comprehensive consulting tools)
3. Regularly survey your clients, at least at closing, to find out how you did—and keep refining your buyer and seller systems based on client feedback

Surveys Now on the Web for the World to See 

A huge trend: websites have been created that feature surveys from real estate clients. The client has been feeling let down by agents, and now can either vent or brag! Take a look at

www.incredibleagents.com

www.realestateratingz.com

www.zillow.com

Ask yourself: If I were a client, what kind of feedback about an agent would cause me to want to work with her? What would cause me to avoid this agent? Some of the client surveys you’ll see on the site are awe-inspiring—and some are exceptional for entirely different reasons! 

Down to the Wire 

I believe that, very soon, companies will be either full service, generous commission companies, with dedicated, career-focused agents, or limited service, “less generous” commission companies. Which level of service (and fee structure) will you offer?

What education, training, and skills are you going to build into that business plan to assure you are the professional of choice–and worth every penny of what you want to charge?

New Business Planning Series

If you’re unsure how to start your plan, if you don’t see the benefit of planning, I’ve got some answers for you.  I’ve been working on business planning for years……and I’ve just come up with a series that I think answers questions like, “How do I get started? How do I know what numbers to put in? How can I make my plan useful?  How will I know that it works?”

I call this big program Come See 2012: Beyond the Basics of Business Planning. In it, I’ve created 2 webinars to walk you right through the planning process. I’ve made it simple and straightforward–but not so simple it won’t work!  Along with that, I’ve provided the most updated versions of my planning documents–15 of them!

In addition, I’ve added several bonuses:

• From the Coach: 53 Pointers for your Business Plan
• Biggest Marketing Dos and Don’ts
• Especially for teams: How to use the planning process to teamify and inspire

All for a VERY affordable price of $79. Why not let me walk you through the process, provide inspiration, and confidence that your plan will work to give you a great 2012? Click here for more information and purchase.

Motivation on Steroids: How a Homeless Girl Got to Harvard

Khadijah Williams’s mother was last spotted living in a storage unit in Los Angeles. But, Khadijah isn’t living there. She’s on her way to Harvard. What an improbable—yet inspiring—story. For as long as she can remember, she and her family, consisting of her mother, and her sister, have drifted from one homeless shelter to another. Yet, she’s still not drifting. And, she’s not just graduating from high school, or getting an entry-level job, or going to a community college, she’s actually enrolled in Harvard. (Don’t get me wrong. It’s a terrific feat to go from homeless to a job, or to graduate from anything. But, Harvard?…..)

Where did Khadijah Get Her Tenacity? 

What aspects of Khadijah Williams’s life caused her to veer off the homeless, dependent path and toward higher education? Who inspired and motivated her?

 Five exceptional points stand out from her story:

 1. Hear the positive about yourself 

Someone told Khadijah she was smart. In the third grade, she scored in the 99^th percentile on a state exam. Her teachers told her she was gifted, and put her in special programs—even though her schooling was intermittent—and she moved schools constantly.

 Question: Are you able to block out the negative and focus on the ‘positive you’?

 2. Believe in your unique talents and skills 

Khadijah believed in herself because she believed what her teachers told her about herself—the positive.

 Question: Do you have the tenacity to turn the positive comments into unshakable belief?

 3. Seek out encouragement/inspiration from mentors  

Khadijah realized she couldn’t do it herself, and sought out organizations and mentors.

 Question: Do you seek out mentors who encourage and inspire you?

 4. Never give up    

Fueled by her belief in herself and the faith others had in her, Khadijah developed unbelievable tenacity to put herself into programs, stay in school, and ignored the taunts of the other students (you’re homeless, you can’t do this, etc., etc., etc.)

Question: How long are you willing to fail to succeed?

 5. Create your own environment  

Even though her mother and sister continue to live the homeless lifestyle, Khadijah has never blamed her relatives or her environment.

 Question: How good are you at putting yourself around winners?

 Yes. It’s a challenging market. But, if this homeless girl with absolutely none of the advantages almost all of us have can put these five attributes to work and step so very far out of her comfort zone, our challenges don’t look so huge, do they?

 Who/what inspires you? Let me know who and what inspires you .

Managers’ tip: Why not do this as an exercise with your agents? You’ll inspire them and re-light the fires of desire so they’ll be eager and enthusiastic to do what needs to be done to get back into the action.

 Read Khadijah’s entire article here.

Who’s inspiring you?

Ask yourself: How are you going to get better? How are you going to break through those ceilings of achievement? Have you been ‘trying harder’? Doesn’t work, does it?

“Ill Get Coaching and Training from My Company”

How’s that working out for you? The real estate industry is cyclical. You’ve heard people say that. There are ‘buyers’ markets, and ‘sellers’ markets. There’s another way the real estate industry is cyclical, too. It’s cyclical in its approach to supporting its agents. When I started in real estate, (almost three decades ago!), there was no training. Then, companies started training programs. When I went into management in the early 1980’s, we were also taught to coach agents to higher productivity. But, as money got tight, and real estate companies became less profitable, they dumped their training programs. They asked managers to also sell. Just ask any selling manager today whether they have time to train and coach……….you know the answer. It’s ‘no’.

 Coaching is Big in the World of Business Today

However, in the world of business generally, coaching has become a big thing. It’s even swept into the realm of real estate again in the form of paid, independent coaching programs. But, you may be one of those who says, “I don’t need a coach. I’m a self-starter. I can reach my goals on my own.” Having been in real estate for three decades, I’ve heard that comment a lot. But, my experience has shown me that almost everyone benefits from coaching.

 Skills Come from Practice and Coaching Assistance

As a pianist since I was four years old, I know that peak performance comes only with practice—perfect practice. And, therein lies the rub. When you attempt to learn to play the piano by yourself, without a teacher, you can’t hear yourself play. You can’t make adjustments fast enough alone. You need a great piano teacher who is helping you assess your performance, make adjustments, and challenges you to stretch to higher goals. The difference between one person’s success in any field and another lies, in part, in their comparable skills. All experienced pianists can put their hands on the keys. They can play the notes. But, most pianists haven’t mastered playing the notes. They haven’t mastered the interpretation. That takes practice and coaching.

 Could You Benefit from Coaching? 

If you’re:

• Not optimizing your talents
• Not attaining your goals
• Spending too much time spinning your wheels
• Spending too much money for little return
• Hitting ceilings of achievement

You will benefit from a professional business coach.

What Your Coach Can Do For You

• Help you focus on our goals so we get there faster.
• Motivate you to get into meaningful action.
• Encourage you to keep on keeping on.
• Offer resources for new ideas so we can take a different look.
• Appreciate your efforts when no one else seems to!

Real Estate Salespeople and Managers—a Special Breed

Approximately ninety percent of all real estate salespeople and managers have behavioral styles that are highly aggressive and/or promotional. That’s not like the normal population! In other words, we like people and we charge ahead (my motto is, when all else fails, read the directions……). Only fifty percent of the normal population exhibits those behavioral styles.  Other styles are more task focused and embrace procedure. Yes, we salespeople-types have special talents—and special challenges. Our biggest challenge is focus. We’re great with people. We get into action fast. Our problem is that people and actions pull us in various directions, and we lose the one thing that drives us toward our goals—focus. The first and biggest benefit a coach can give us is to keep us focused.

 Coaches Provide Much-Needed Models and Systems

Models and systems are woefully lacking in our real estate industry. After all, we’re the people who’ve always said, “Fake it until you make it.” What if your surgeon said that? Or your accountant? Historically, we real estate professionals have had an aversion to following procedures. Yet, in the world of business, systems are the basis of all business growth. For us too, systematizing is the best way we can build big, profitable businesses.  A competent coach uses proven models and systems and processes that do more than stop our crisis management. They teach us how to think about our business.

 A Coach Helps You move Faster and With More Confidence

 Armed with great models and systems, you and your coach have a common language from which to work. You will benefit from gaining focus. You will accomplish more faster, gain greater confidence, and be able to set higher goals as a result of your coaching experience and relationship.

 Want to see if coaching may be for you? Take this evaluator.

Are you the Greyhound or the Turtle?

Some people barge ahead and worry about the details later (that’s me). We start badly, but, because we’re tenacious, we surprise people by how good we finally get. Other people observe the action for a long time. Finally, when they feel ready to perform well, they get into action. They start slowly but well.

The ‘Get Into Action’ Style that’s Problematic

Other people just wait to start until it’s proven that whatever the coach has told them will work for them—because it actually worked for them. Unfortunately, though, it can’t happen that way. You can’t know that you absolutely, positively, undeniably can do something before you’ve done it it! You must start with some faith that you can do it, and that what you’re being told to do will work, because it has worked for others before.

You can’t get better until you get into action.

The Fallacy about Motivation

Have you tried to motivate someone into action? Did you pump them up when they were in your office, only to find them deflated later? I call this the ‘immediate fizzle effect.’  Yes, a motivational pep talk can make us feel better, but, the truth is that talk does not provide us the sustaining motivation we need to take the risk and try new things. What does? Action. Read what psychologist Jerome Bruner says:

You’re more likely to act yourself into feeling, than feel yourself into action.

If you’re still not convinced, it’s because you have a ‘get into action’ profile that author Kolbe says wants all the proof it worked—before you do it! Not too logical, is it? So, you’ll have to trick yourself into action faster.

Don’t Kid Yourself

You may be thinking that you don’t associate with other agents in your office. Yet, you’re getting all kinds of influences every day that, in turn, influence how you do business. It’s just sub-conscious.

Let’s look at a study, to see what others think.  In a recent survey of over 70,000 business professionals, when asked if slackers affected their business performance,

Put yourself around other high achievers.

In a recent survey of over 70,000 business professionals, when asked if slackers affected their business performance,

I know, as a performing musician, that I only perform as well as the worst musician in my group. So, if you’ve been hanging around with poor real estate agents (or managers), it’s sub-consciously affecting your attitude and production. Cut loose and find some winners to emulate (and be ready to compete at a higher level).

Side note to those in management: In this study, when asked the effect low performers/slackers had retention, 87% said low performers caused them to seek a different work atmosphere (Retention, anyone?) (We’ll tackle leadership issues like this in my 365 Leadership series. See www.365leadership.net for all the information )

Ready to Break Through that Ceiling of Achievement?

Why do some agents keep creating higher, better careers, while others falter? You can break through those ceilings of achievement with the only resource of its kind: The On Track to Success in 30 Days System for Experienced Agents. (not for those under 1 year in the business). And, managers–we have a coaching companion for you that gives you all the ‘inside scoop’ on how to coach your seasoned agents. See specials on the complete coaching system February, too, at www.carlacross.com.

Work Hard

Sounds simplistic, doesn’t it, but, there are still people coming into, or staying in the business who feel they can just float along and do just fine. NOT. It has always amazed me when interviewing an agent, the agent would state that she wanted to make lots of money in real estate, but she could only work 10 a. m. to 2 p. m. 4 days a week—no nights and weekends, of course! (I worked 50-60 hours to survive and thrive, so, the thought occurred to me that she must think she was much more talented and special than I…….)

In this ‘new normal’, the person not committing to 40-50 hours a week just can’t deliver what the consumer wants (see the consumer survey in the next blog.)

How Long Does It Take to ‘Nail It’?

If you haven’t read the great book, by Malcolm Gladwell, Outliers, get it now. Gladwell shows how people get really good at what they do when they work hard and long at it. See the examples of computer pioneers—and the Beatles. Going to Hamburg to work in the strip clubs in the late 1960’s, the Beatles had to play eight hours a night, seven days a week. They got really good at it! In fact, Gladwell said it took 10,000 hours of practice for someone—in any field—to master it. How much practice do you get selling real estate?

A National Association of Realtors’  Survey

Take a look at how number of hours worked coordinates with income in real estate earned:

So, go ahead and commit to success. No one got successful merely with a ‘magic bullet’, or hiring a huge team so they didn’t have to work, or any of those other things the seminar gurus sell unsuspecting agents. Who does well with that philosophy? Just those seminar gurus! If you still don’t believe me, please get the book Outliers. Then, commit.

Come On–Admit It. We HATE  Change!

Few people change quickly on purpose. But, in this era of rapid change, we real estate professionals can’t afford to lag behind. If you’re still waiting for 2007 to come back,  you’re going to have a long wait! So, make up your mind that you will go ahead and do what you’ve been putting off. You’re just wasting opportunities. That means, if you’re a seasoned agent,  you’ll need to polish and update your communication skills, among other things.

Top Producer Trait: They Get Right To It!

I’ve never seen a top producer who didn’t get right to it. But, I’ve seen dozens of people fail because they fought progress, questioned every piece of advice given-and failed miserably. In this rapidly changing world, the fighters against action just can’t win.

Action plan: Right now, list three things you’re going to do for the first time this year. Now, put ‘drop dead’ dates on them.

Tenacity in the Area of Resisting Change Isn’t a Good Thing…..

Have you observed someone who fights you every step of the way? Behind that is only fear. Yet, it’s not fear of failure. It’s fear of getting into action. It’s fear of success. Either figure how to get them into action, or you will need to  find a career change.

What’s the Impact You Want to Make?

Surveys show that consumers want their agent to be enthusiastic. So why do many of the agents’ phone messages sound as though they are terribly tired or uninterested in the caller? Here’s the principle. We use our senses to make snap judgments about people. The less senses involved, the more important it is that we communicate properly. On the phone, there is only once sense involved—that of hearing. You have no ability to communicate your warmth, your interest, etc. visually on the phone. You have only your voice.

Decide What You Want to Communicate

What conclusions do you want your caller to have about you? Write down the five most important judgments you want your caller to make about you and your business approach. Now, listen to your own voice message. Do you believe you are communicating your ‘best self’? Ask five other people to listen, too. Decide what you like and what you want to change.

Research your Competition

Don’t listen only for your own communications. For three days, listen carefully to the tone, intent, and messages you hear on answering machines or voice messages of other agents and brokers. Listen carefully to how agents answer the phone at their offices. What do you think those agents are communicating? Do you believe they are communicating the kind of qualities they want to communicate—and think they are communicating?

Four important tips to remember when recording your own message:

1. Stand up—you’ll sound as though you have much more energy.

2. Write out your script first—and be sure it’s not too long. I don’t really care where you’re going to be all day!

3. Modulate your voice pleasantly. Try to get some resonance.

4. Sound as though you’re looking forward to hearing from me!

These simple tips will increase your trust rate and your business. Get to ‘hearing’ today!