ntcar how to build meaningful client relationships

31
NTCAR | meaningful relationships

Post on 12-Sep-2014

241 views

Category:

Real Estate


0 download

DESCRIPTION

 

TRANSCRIPT

Page 1: NTCAR How to Build Meaningful Client Relationships

NTCAR | meaningful relationships

Page 2: NTCAR How to Build Meaningful Client Relationships

2

1985

Page 3: NTCAR How to Build Meaningful Client Relationships

Likeability and Giving Value

•Likeability = Opportunity

•Giving Value = Success

3

Page 4: NTCAR How to Build Meaningful Client Relationships

4

The Truth About Likeability

People do business with people they like and they trust.

At UCR, we try not to take ourselves too seriously – just our

clients. We are focused, passionate and really care.

Page 5: NTCAR How to Build Meaningful Client Relationships

5

GOOD

FRIENDS

Page 6: NTCAR How to Build Meaningful Client Relationships

6

Having qualities that bring about a favorable reaction.

The ability to create positive attitudes in other people.

Definition of Likeability

Page 7: NTCAR How to Build Meaningful Client Relationships

7

Four Elements of Likeability

EMPATHY

RELEVANCE

FRIENDLINESS

REALNESS

Page 8: NTCAR How to Build Meaningful Client Relationships

8

Four Elements of Likeability - continued

Friendliness: your ability to communicate your

openness and your liking of others

Relevance: your capacity to connect with other’s

interests, wants and needs

Empathy: your ability to recognize, acknowledge

and experience other people’s feelings –

their frame of reference

Realness: the integrity that stands behind your

likeability and guarantees its authenticity.

Being genuine, true and authentic

Page 9: NTCAR How to Build Meaningful Client Relationships

9

A HUMAN

SPARKLER

Page 10: NTCAR How to Build Meaningful Client Relationships

10

Characteristics and habits of highly likeable people

Be attentive to others and never stop listening

Compliment people who deserve it, whether you know

them or not

Make yourself available and approachable

Never try to be someone you’re not

Have a genuine smile and use it

Make frequent eye contact

Have a sense of humor and laugh often

Remember names and address people by their names

Page 11: NTCAR How to Build Meaningful Client Relationships

11

When we focus on adding value to others people’s lives, it

completely shifts our perspective.

A Quantum Shift

Page 12: NTCAR How to Build Meaningful Client Relationships

12

Act smart / be interesting

Always ask to help and help when asked

Be honest – never get caught lying

Control hostility

Be polite

Be positive – be engaged – be passionate

Learn empathy

Appear attractive

Listen more

Characteristics and habits of highly likeable people

Page 13: NTCAR How to Build Meaningful Client Relationships

13

“If I help people get what they

need and want, I will get what I

need and want.”

Page 14: NTCAR How to Build Meaningful Client Relationships

14

Giving Value = Success

“The best selling technique is not to sell, but to commence the service process.”

Page 15: NTCAR How to Build Meaningful Client Relationships

“The truth about selling is that it’s not about

your product, and it’s not about you – it’s about

the other person.”

It’s not about you…it’s about them!

Truth About Selling

15

Page 16: NTCAR How to Build Meaningful Client Relationships

16

Having a Purpose

The key then becomes having a precise and clear

purpose for a call.

NAVIGATING THE WET/DRY ISSUE AND OUR

COMMITMENT FOR CREATING CHANGE IN THE

WET/DRY LAWS IN NORTH TEXAS.

Page 17: NTCAR How to Build Meaningful Client Relationships

17

Introduction Example: The Total Wine Call

“Phil, thank you for getting back to me. We are leading

the commercial real estate effort to effect change and

have invested heavily in both time and money in

understanding the wet/dry issues for the retail sales of

alcoholic beverages in north Texas. I believe our

knowledge relative to these critical issues would be of

great benefit and would like to share it with you. Have

you guys begun to grapple with the wet/dry issues in

north Texas? I plan to be in Maryland twice in the next

six weeks: the week of XXXX or XXXX, but will come at

your convenience. What would be best for you?”

Page 18: NTCAR How to Build Meaningful Client Relationships

18

Stemmons Award Winners in their own words:value, action

“I have found it valuable to provide clients (and other brokers) information that is useful and accurate, not vague. Yes, you may make yourself vulnerable to someone taking it. It builds trust that you are concerned about the other person’s interests more than yours.”

-Chris Teesdale, Colliers

Page 19: NTCAR How to Build Meaningful Client Relationships

19

“Knowledge: be the ‘expert’ in your area. A client who knows more about your area than you do will have no need for your assistance.”

-Darrell Hurmis, Henry S. Miller Co.

Stemmons Award Winners in their own words:value

Page 20: NTCAR How to Build Meaningful Client Relationships

20

KNOX STREET

Page 21: NTCAR How to Build Meaningful Client Relationships

21

“You can never do enough research. Try to know more about the property/submarket than the owner.”

-David Gleeson, L&B Realty

Stemmons Award Winners in their own words:value

Page 22: NTCAR How to Build Meaningful Client Relationships

22

MCKINNEY &

OLIVE

Page 23: NTCAR How to Build Meaningful Client Relationships

23

“Exceed expectations: To paraphrase Mother Teresa, ‘Let no client ever come to you without leaving better.’”

-Phil Baker, Magellan Commercial Realty

Stemmons Award Winners in their own words:value

Page 24: NTCAR How to Build Meaningful Client Relationships

24

RREEF

STARBUCKS

Page 25: NTCAR How to Build Meaningful Client Relationships

Excellence: See how much more value you can create

than what you are paid for.

Consistency: Be someone that people can always count on.

Attention: Attention to detail – before – during – after.

Empathy: Walk in the other person’s shoes.

Appreciation: Say ‘Thank You’ and mean it!

Creating Value

25

Page 26: NTCAR How to Build Meaningful Client Relationships

the client thinks of you right away when they need help or

solutions

together you have mutual problem solving and mutual growth and

profitability

communication is much better

it’s more difficult to get displaced by price

time is used much more productively

the scope of your business grows

The Benefits of Productive Business Relationships

26

Page 27: NTCAR How to Build Meaningful Client Relationships

be honest about what you can and cannot do

make their job easier

always return calls/emails promptly

bring them retailers or sites/help them make more money

provide the best possible support AFTER the transaction

understand their objectives and help them to achieve them

gain understanding of their business process and products

keep up with industry trends and share with your client

solve their problems by thinking out of the box

be service driven, not fee driven

make their concerns your concerns

communicate about new services

schedule planned visits with specific purposes and outcomes

do what you say and follow up to be sure client is satisfied

listen, listen, listen

Ways to Build Strong Business Relationships

27

Page 28: NTCAR How to Build Meaningful Client Relationships

listening is not the same as hearing

listen with your ears, eyes, heart and mind

listen with intention and show interest

don’t interrupt

stay focused

take notes

confirm your understanding

Learn How to Listen

28

Page 29: NTCAR How to Build Meaningful Client Relationships

don’t get caught up in internal politics

don’t knock your competition

make sure you really can fix their needs

don’t be pushy or become complacent

let the customer determine how personal they want the

relationship to be

identify problem areas and then don’t go there (religion, politics,

texting during meetings)

avoid negativity of any kind toward anyone or anything

avoid revisiting problems that have been solved

don’t put down the people who work in your company

What to Avoid to Maintain Good Relationships

29

Page 30: NTCAR How to Build Meaningful Client Relationships

consider everyone as you would a close friend

communicate clearly and directly

pay attention to their level of interest in what you are offering

ask open ended questions to find out how your services can help

your client – how, why, what, where, when, who

get personal when the opportunity arises; show care and concern

listen, listen, listen

make the client feel like he/she is your only client

do what you say you’re going to do

admit mistakes, take responsibility for problems

Tips for Building Trust and Rapport

30

Page 31: NTCAR How to Build Meaningful Client Relationships

31

Final Thoughts

building strong customer relationships helps build loyalty

building relationships allows you to partner with and be

integrated into your customer’s company

you’re not considered just another salesman pushing a

service

you and your customer can have a sense of trust about

your relationship

never take the relationship for granted – as soon as

you do, you’ll start to lose the trust that you worked so hard

to gain