ATTENTION DECODED

Consumers have high expectations. We know that consumers have high expectations because of the disappointment that can be detected in their negative reviews. Experiences that fall short of promised expectations are why customer satisfaction ratings consistently show up in product/service reviews. Almost every unsatisfied review you will encounter has the language of: "I thought this would be better" or "we expected a different experience" and “we are so disappointed”. If the products and services we are offered were required to include a disclosure of a possible negative experience then it would be harder for people to say they were misled and are now disappointed. If all service people were honest then they would all say: "it is possible that something goes wrong with your experience, we simply can not guarantee anything other than doing our best". But the reality-most services and products do not warn us of our potential disapp...

Never take it literally when a kind person says: “no need to thank me, it is my job” or "It was my pleasure". If a person does something thoughtful or something that helps you, acknowledge them. They should hear your gratitude from time to time. This includes all of the people in your life. Your Spouse... Your leader/boss... Your co- worker... Your understanding clients who stick by you… Your thoughtful neighbor... Everyone needs to hear out loud that you appreciate his or her efforts. Especially when that effort is on your behalf. Even if their effort is a socially accepted duty as a participating member of your family... Even if it is your co- workers job to support you... Acknowledge these individuals. It may be the responsibility of many people to support us over the course of our lives but how many individuals really come through for us? Consistently, without complaining or getting tired of supporting us…. How many? ...

First... Forget what you thought resolving conflict should sound like. Conflicts do not have to be confrontational. Some of you are thinking: “Ha! But you do not know how he is!...he always thinks he is right.” I do know. I know because he is always the person we want to avoid having a conflict with because we know he is never open to hearing anyone's opinion… Just because there is a difference of opinion does not mean the conversation has to be one person versus the other. Even if you are dealing with an individual who has always made you feel like it is always their opinion that counts most… And I know conversations with those people have always gone the same way.   There is always this feeling you are left with that they are in disbelief you could think your way on the topic and not see it their way. To the point you now avoid conversations about a conflict with them completely. What if you did not have to necessarily go against their t...

Misconceptions about the “order” of things can plague a Realtor through out their career. As a broker, you will have to explain the difference between pre-qualify and pre-approval countless times. So many times that it will be redundant and frustrating. The reason it is frustrating is because it is so obvious that the process starts here. You think: “Why would a potential buyer think they should go look for homes before they know how much home they can afford?”. Of course you think that. It is a logical first step in your reality. Not always the case with potential buyers, especially first time buyers. Getting pre-approved for a specific loan amount brings a persons entire financial picture into the light.   Every “blip”… Every ounce of debt. For the consumer this can be intimidating. It can feel like a   “facing the facts” moment of what their financial story says about them. ...

This can be frustrating to hear as a Realtor. Upon hearing this as a broker you have a few options. One option is to walk away. Another is to try and impress a prospect until they agree to work with you exclusively. And another is to educate the prospect. If you allow yourself to become unnerved by this statement you will have a tough career ahead. This is actually one of the easier perspectives to overcome. Fear drives a lot of people onto dead end roads. Consumers that feel it is safe not to commit to you are en route to a dead end and have no idea that will be the final destination. Solution: give them a map that clearly highlight where that thinking will get them. When people refer to a map before a journey it gives them a sense of direction. A feel for what to expect and what they may want to avoid during the trip. A map is factual. It is not emotional. All a map does is present information. At the point a prospect tells ...