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Businesses everyone often measure Customer Satisfaction and use it as a number to be proud of. But guess what Customer Satisfaction does not equal Referrals or Recommendations.
In todays business world Satisfaction is the absolute minimum level to stay in business for any length of time, it is an entry level for being in business. It is not a measurement that reflects who will recommend you to their friends or what past clients are saying about you to their friends and colleagues.
To only strive for satisfaction with your customers means a lifetime of cold prospecting, endless letter box drops, phones hung up in your ear. This also leads to endless hard work winning the trust of future clients, a very frustrating way to operate any business in this day and age.
Start measuring the new numbers that matter in business today. Numbers that consumers care about and you should too. How many customers given the benefit of hindsight would rehire you? How many would recommend you to their friends? And how many would not?
These are the true measurements of how you are really doing and the true numbers you need to measure if you want to build a fun, uplifting business you love working in everyday..
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 Are you scared of this new Web 2.0 world? Or do you find it exciting, and empowering?
We now live in a world where review sites are rampant. A world where consumers have the power to voice their views about you, me or any other business or product to potentially millions of others consumers.
A world where consumers ask the Web powerhouses like Google and Yahoo! to check in before they make purchasing decisions and show them what they should be doing, who they should be hiring, and who they should be avoiding. Web 2.0 has taken transparency to a whole new level with self publishing made easy. The most popular sites today are those like YouTube and My Space.
People have embraced self expression, blogging is growing in popularity, and social networks are growing everywhere. People are "friending" each other all over the place, and sharing their personal opinions. No longer is word of mouth limited to a few friends and work mates. RSS feeds a bad experience that infuriates a consumer can now easily be transmitted to multiple networks and potentially millions of consumers.
The Power of Word of Mouth Online is Staggering. And it can can be used to empower or destroy? The key as i see it is participation, not perfection. Learning to invite honest feedback from your customers, setting that up from the beginning of your relationship. Learning to really listen during your client/business relationship and opening up the lines of communication is what transparency is all about. Success in a Web 2.0 World is not about control but about true communication between businesses and customers, and learning to respond to feedback promptly and use it to help you build a better product or service , using it so that your customers will rave about you because they loved you and want to help their networks and friends find you amongst the masses.
So how do you stop being scared and start feeling empowered? How do you kick start this revolution to empower you and make it easier for other consumers to know, like and trust you? And more importantly find you?
Well start by accepting you can always get better? And decide you want to , and invite and welcome feedback from your customers as a starting point.
Secondly realize the most important measure of how you are doing is what your customers are saying during and post their transaction with you. You need to start asking them and listening even if its not quite what you wanted to hear- with the view of continual improvement.
You need to let them know from the beginning your intention is not only to do everything in your power as a professional to get them the result they want but also to be recommendation worthy. To let them know from the beginning of your relationship that you will be asking for feedback from them and that it matters to you as much if not more than the final transaction.
Your customers are talking about you whether you like it or not, and they always have. But now its more important than ever to tap in and use these conversations to learn and help grow your business. It's time to be proactive about enlisting your customers and learning to transform them into powerful advocates for you. Are you ready to join in and start the conversations rather than running scared and waiting for damage control?
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Date:
Aug. 22, 2008
Tags:
Karin Hanna, Mike Barnett, Rismedia, Realtown, Internet Crusade, Frances Thorsen, Reclaiming An Abandoned Blog, Mac Anderson, Simple Truths, I Love My Agent
Instead of spending so much time and money finding new customers, there are things you can do today to transform your existing Customers into a Consumer Army who want to send you new business.
Its all about creating some ILM in your business,and taking the time to show customers you really care and delivering this powerfully and in unexpected ways.
 What is ILM? Well, it's an I LOVE MOMENT ... a little thing you do that shows another person you really are interested in them, it brings a smile and it shows you are passionate about what you do. And yesterday I got an ILM from Mike Barnett, CTO of RealTown and RISMedia, and Vice President of Technology at InternetCrusade. Thanks, Mike.
So what did Mike do that had such an impact?
- Despite it having nothing to do with his role at RealTown, he took the time to ring me, out of the blue, after reading my new blog post, Have You Been Googled Yet? Very unexpected, but also very cool.
- It made me feel special that he had read and enjoyed my article. Proving the reach of Blogs and Social Media and reconfirming my committment to being an active participant once again.
- He showed me how to make my article even better by pointing out a spelling error in the opening sentence, which allowed me to fix it before too many people saw it.
- He encouraged me to get even more involved by pointing out some other features like the ability to form Groups on the RealTown platform.
So why did this mean so much to me? Well if you know me reasonably well, you will know that spelling is a bit of a sensitive topic for me. When i first started blogging, writing articles and putting out my newsletters, I was publicly criticized about my poor spelling, punctuation errors and numerous typos.I used to put it down to the fact that Aussies and Americans spell very differently and tried to brush it off. Until one post that said because of these errors they felt I was very unprofessional and although I had a great vision and could feel the honesty and passion behind my writing that they felt it would hurt their reputation to come on board at IlovemyAgent.
I did comment back, letting them know my blog was from me personally, written from my heart and unedited as I sat out on my deck on the beautiful Gold Coast and that I hoped he would be able to forgive my spelling and learn to love me anyway and gain value from the messages. I also pointed out that the website www.ilovemyagent.org had been professionally edited by an experienced American Journalist and so if he joined he would not be attaching any typos to his reputation.
However I let it upset me so much that a year ago I stopped blogging and writing, despite my love of it and all the wonderful things it had done for me professionally and personally. I invested my time and energy in travelling, studying, learning and not doing, not sharing my value with the world. Although I thought big and had a big vision for ILOVEMYAGENT.ORG I let fear dictate my actions and I started playing small, serving only my personal coaching clients and helping them focus and overcome their fears and achieve and surpass their goals.All the while not really facing the fact that it was my FEAR of criticism that was holding me back from achieving mine.
Anyway once I learned that I decided to face my fear and reclaim my Abandoned Blog, with the help and support of Frances Flynn Thorsen, and of course now the criticism is still forthcoming but now I love it! I am learning to make Spellcheck my friend, and keep a dictionary close by. I know my strengths and I know my weaknesses, I know I am not perfect but I am confident in my abilities and know why I am hereand I am totally committed to making that happen.
So, Mike Barnett, a Big Thank You for the I Love Moment yesterday. I am officially an Advocate! It is a powerful reminder of how it is the little things we do and the way we do them that is the transforming factor in relationships with our customers. Won't you join me in watching this short, powerful, true story shared by Ken Blanchard and Barbara Glanz on the Simple Truths website www.simpletruths.com of how a grocery bagger transformed the business he worked for www.barbaraglanz.com/simpletruths/dvdvideo/index.html and think of some things you can do to show your customers you really care. Just like Mike Barnett did to me yesterday.
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I have and I love it. I love that people can learn a lot about me before they decide to contact me. I love that wherever I am in the world people can Google me and decide in advance if they want to get to know me further, if they want to trust me, and if i am a great fit for them as a client, a coach or anything else for that matter. I love the Google Phenomenon.
As many of you know I have been travelling around the world for the last year, (I am currently in Arizona) and The Power of Google has travelled with me. I applied for short term apartment rentals in places as far apart as New York to Paris to a tiny countyside town of Panjas in The Gers in France, in Tuscany, In London and I was Googled by everyone! I was both surprised and delighted to see this was how people globally were researching things that mattered to them. How they decided to see if I would be someone they should rent their homes to, and I was delighted at the results. It was easy as people already felt like they knew me, liked me and they already trusted me to look after their homes and pay them on time. How cool is that.
The Google Phenomenon is Building in ways I never imagined, Colleges are Googling prospective students, Google is Googling prospective Job Applicants, Customers are Googling Products and Services, We are Googling Everything. We are in Google Mania.
Why? Good old fashioned honesty and trust. We Know, Like and Trust Google, and we trust the results it delivers us, we know they will offer the best match they can find to our search and its unedited and untwisted by traditional spins we find in paid advertising.
The Google Phenomenon is not going away in fact its gathering steam and now more than ever we have an incredible opportunity to be proactive and really add some focus and activity to building our reputations online. We need to start working with all our clients from the beginning to ensure a wonderful customer experience, we need to let them know in advance we are going to be asking for their feedback during the process, we need to embrace a new vision, that the goal of working with a client is to get their feedback and an online recommendation not just a transaction.
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Date:
Aug. 15, 2008
Tags:
Barbara Corcoran, Cnbc, Donny Deutsch, The Big Idea, Karin Hanna, I Love My Agent, Reputation, Customer Service Is Your Secret Weapon, Word Of Mouth, Online Reviews
 I love to watch “The Big Idea” on CNBC with Donny Deutsch. Last week aired “Customer Service is Your Secret Weapon ...”
One comment made by a recent panellist, real estate diva Barbara Corcoran infuriated me and made me realize that a wake-up call is needed.
WAKE UP, BARBARA! WAKE UP, AMERICA! This is your chance to learn something valuable and increasingly important to business profitability and bottom lines … BUYERS (Your Customers, your Employees) ARE NOT LIARS! And you need us more than we need you!
Barbara Corcoran and many more people just like her are at the helm of big business and they still don’t get it!
Do we think BUYERS ARE LIARS! NO!
We think Advertisers ARE LIARS! TRADITIONAL MARKETING LIES and BIG BUSINESS LIES … because guess what? They have a track record of spinning things to suit themselves. They have proven through their actions that they don’t really care about us. The most important thing to big business is PROFIT! Not us, we Buyers are Liars, an inconvenience that must be endured in the all important pursuit of money.
Comments like Barbara’s, “Buyers are liars” and others like them, (Buyer Beware) promote and feed an underlying misconception that business is war, an us (buyers) against them (businesses) mentality. And there is still a huge amount of money being spent on training today that continues to feed this rampant misbelief.
Barbara has carved a very successful profit and lifestyle in real estate dealing with people’s hopes and dreams of home ownership, investments and careers. Her buyers are all the people who have bought into the dreams, products, and services she has sold very successfully. Are they liars too, Barbara?
We are a world of Consumers (Buyers), we love to spend and yet we hate being sold to! The world is changing and becoming increasingly transparent as Web 2.0 technologies grow. Consumers (BUYERS) harness the power of publishing and mass communication and use their voice to influence who and where we spend our dollar, and show us the companies we will love partnering our talents. When we are ready to buy, do we readily believe what we are told by advertisers and controlled marketing? Not anymore.
Now we are turning to other buyers just like us and finding them on social networking sites and review sites. We Google people to find real comments about them -- from others just like us, we start and participate in discussion boards and we are asking more and more questions both on and offline to help us decide where we want to spend our hard earned dollars and who we want to work with. We want to do business with people we KNOW, LIKE AND TRUST!
We look for people who are just like us, who have been where we are considering a purchase, and we can see the outcome of their decisions. We want to know if they could go back with the benefit of hindsight, would they make the same decision again or go elsewhere.
Would they recommend that business or do they wish they had chosen differently?
We value Honesty and Transparency and we know we aren’t getting it from Big Business and Advertisers, who are always looking for the next angle; the next way they can spin things to their benefit and who think like Barbara that we (buyers) are liars. We are sick and tired of businesses and corporate heads that talk Customer Service but don’t deliver it!
Wake up and smell the roses, the power is shifting ... you don’t have it anymore; it’s in the hands of us LIARS!
So, Barbara and Corporate America, it’s time to change and get with the program, stop wasting time and money trying to control transparency, realize we are not LIARS, recognize we are your most important partners, that our feedback is your most important measure of future viability and continued success.
Keep your promises, listen to us, learn about what we want from you, meet our needs and if you can - exceed them! If you make a mistake, apologize and thank us for the lesson and learn from it, make us feel important, and leave us better off for having taken the risk of getting to know you and help us want to do business with you and tell our friends about how wonderful you are.
We are not the enemy; we want to believe you, to know you, like you and to trust you! We want to recommend you and be your biggest fans.
Some corporations do get it and are already operating this way and are reaping the rewards and loyalty of consumers. Just look at Maxine Clark (CEO, Build a Bear) another guest panelist on “The Big Idea” who said, “I could never understand when you wouldn’t want a customer coming back” For the record, I love Build A Bear and Maxine and send everyone with children there, If you want an education in customer experience, go to a Build a Bear store anywhere, and buy a bear or doll. You will love it, your kids will love it, and your kids’ friends will love it! Even the company’s online experience is fabulous, and filled with fun games for your children www.buildabear.com
I stumbled upon Build A Bear for the first time late in 2007 and have been a huge advocate ever since and a big customer! Smiley (our bear) even has his own pawsport (passport in non build a bear talk) and been travelling the world with us and collecting stamps in his pawsport as we do.
It’s time to stop thinking and believing that Buyers are liars. Start embracing a culture of trust and advocacy within your team and with all consumers. I believe it was Einstein who once said the most important question we can all answer is, “Do we believe the world is friendly or not?” I know it really is, so embrace this abundant mentality and lose the scarcity and fear mindset once and for all. We are all in this together, it is not an us-and-them situation.
We are all at some time buyers and sellers, we are all people, we all have needs, wants and challenges, we want to spend, we want to trust, we want to grow, we want to be respected and valued, we want to help, we want to work in great companies and to have fun and to smile every day . We are people just like you and we are now VOCAL. Listen to us and learn.
Luvyaa,
Karin Hanna
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Date:
Jul. 23, 2007
Tags:
Reviews, Testimonials, Realestate Reviews, Real Estate Agents, Realtors, Consumer Feedback On Agents, Brokers, Realestate Reputations Online, Research And Development Team, Realestate Marketing
HAVE YOUR SAY!
Does our vison of a world where real estate professionals are loved and respected by consumers resonate with you?
Are you focused on creating a business that consumers will want to recommend or would you like to be?
If so join our new Research and Development Team here at www.ilovemyagent.org. We would love to have your input and suggestions to help us grow our vision and your business.
The ilove message is something we are very passionate about and we want to provide consumers with clear evidence of social proof that they can and should expect a recommendation worthy experience when they choose you as their agent. We know many many agents are already working hard AND doing this EVERYDAY but their marketing is not communicating this clearly to consumers in a way they want and trust in todays fast paced world. We also believe that people love recommending people and will do it if they understand the importance of doing it, have an easy way to do it, and have an expectation from the outset of choosing you as their agent.
We also believe you control your reputation and everything you do everyday contributes to that BUT THAT IT IS NOT RIGHT OR ETHICAL for others to take this control away from you by allowing unsolicited NEGATIVE COMMENTS TO BE PUBLISHED ABOUT YOU. We also believe negative reviews serve no one, but that verified recommendations do, and if you CREATE A BUSINESS that has for example 30 listings, and 30 sales and 30 recommendations (or 60 if you had both sides) that says more about why consumers should choose you than another business who had 55 listings, 40 sales and only 20 recommendations.
What do you think?
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Our mission at ilovemyagent is to lift the public perception of real estate agents and make it easy for consumers to find agents in their own marketplace they will love doing business with.
Consumers enjoy a love affair with real estate, buying and selling homes and investment properties more than ever before, and yet they share a massive mistrust of the real estate industry at large. This is why more and more consumers are choosing to go it alone and sell their homes without enlisting the services of a real estate professional. This is also why commission discounters have gained market share in todays marketplace like never before. Consumers are WARY !
Our livelihoods are at stake and all of us need to recognize this and become the change we want to see! We want consumers to love what we do and to respect our professional, we want to set ourselves apart from the charletons who have prayed on unsuspecting consumers, we have been doing this by building our qualifications, and sending out messages about how many sales we have done, why we're the best, that we're the biggest so that means more people use us, we're a small boutique service so you'll get quality and old fashioned service, that we're the area expert, none of it is working! We are still perceived badly in consumers eyes and our value is being questioned more and more everyday in this fast paced world.
At ilovemyagent, we are focused on sending a different message from the outset, that we are real estate professionals you will love doing business with. That we are happy to put our reputation online because we really do care what you think about your experience with us, and we intend to deliver you more than just a successful transaction.. That we are professionals you will be glad you selected to bring onto your team to achieve your real estate goals and that we are professionals you will want to recommend to your family and friends. That we are here for the long term and we value your feedback throughout your experience with us so we can tweak any concerns and we both know that at the end you are not only happy with the result but that you are happy to recommend us.This matters to us because we cant buy our reputation at ilovemyagent but instead earn it customer by customer.
Advertising to consumers has gotten out of control as people try to get their message out and consumers have switched off. No longer believing most of it as they have been burned in the past not just in real estate but by other things as well. When we want something today we want to gather our information and then make our selection and move on. We ask our friends and colleagues if they know of someone they would recommend or for a review about whatever it is we are looking for and then we search the web for further information. Thats why having an online reputation is growing in value everyday.
For more information and a free introduction to ilovemyagent go to www.ilovemyagent.org if you are in the USA or Canada and www.ilovemyagent.com.au if you are in Australia. We have a free silver membership so you can get to know us and experience ilovemyagent risk free. Get started in building a recommendation bank of independantly verified recommendations you will benefit from today.
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| Welcome and Thank you for joining us here at I Love My Agent!
We love our agents and are totally committed to doing all we can to help you be the stand out choice as a real estate professional in your marketplace.
We want you to be on every prospective sellers shortlist to be interviewed when they want to sell.
To ensure that you not only know how to use your ilovemyagent membership for maximum benefit, but also that it is easy for you to integrate into your business, we will be sending you regular tips and suggestions - so please add ilovemyagent.com.au to your address book or white list as we don't want you to miss out on these valuable timesavers by having them end up in your spam folder!
Let's get started...
TIP ONE:
Write down your user name and password in a safe, easy to access place. You will need it to log into our members only area and download MP3s and to make any changes to your profile or contact information. We do not have a lost password facility (yet) so our suggestion is when you add us to your address book to avoid spam folders, that you add your username and password there.
Stay tuned for the next tip from I Love My Agent in a future E-mail!
With Love to Our Agents,
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| I Love My Agent is a division of The Coaching Company Pty Ltd | ACN: 097 708 293 |
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| Another Tip from I love My Agent!...
TIP TWO:
Have you uploaded a favorite picture yet? If not, what are you waiting for? Profiles with pictures are significantly more popular than those without…so go to it!
While you’re at it, get all your information into your profile, make sure you have your name and full contact information. We don’t want prospective sellers to look at your profile and see incomplete information. Also, don’t forget that prospective sellers can email you directly from your ilovemyagent profile page, so please make it a priority to check your profile after you’ve entered all your information and ensure its accurate and complete. It is your responsibility to keep your page accurate and complete... any incomplete ones may be removed by us in order to protect the reputation of our brand.
Remember Gold members, apart from having unlimited recommendations online, priority in searches, and exclusive use of our logo on your marketing materials, you also have a very detailed profile to complete. It is there to talk for you and let you stand out as a professional agent of choice in your area. By searching you and reading your profile, prospective clients can really get to know you, like you and trust you enough to put you on their shortlist for a listing appraisal. This will save you time as you are more likely to be contacted by people who already have you in mind. Please make sure you fully complete your extra profile tabs... they can’t work for you if you supply incomplete information.
Oh and if you are not a gold member yet, what are you waiting for??? upgrade now!
Stay tuned for the next tip from I love My Agent in a future E-mail!
With Love to Our Agents,
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| I Love My Agent is a division of The Coaching Company Pty Ltd | ACN: 097 708 293 |
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| Another Tip from I love My Agent!...
TIP THREE:
Create an email signature so that every time you send an email from now on people can connect directly to your personal pages at I love My Agent. You never know who may forward this on to someone who is considering selling but needs some help choosing their agent, or perhaps it is a past client who hasn’t yet recommended you but might, or a past appraisal who is still unsure who to pick might click through. Seeing all your recommendations may just get you over the line and win you the business over someone else in your marketplace. Also worth adding to your letterhead and marketing materials…for the same reason.
Log into the site and find your profile, write down the url at the top of the browser that will take everyone direct to you rather than the main site. Gold members remember to add the logo to yours ( sorry silver members but use of our logo is exclusive for gold members only, you can add the link but no logo and change wording to silver membership until you decide to upgrade to gold). Here are a couple of suggestions you can cut and paste, or just make up your own….
- MY REPUTATIONS ONLINE at I love My Agent, The only website that independently verifies all agent recommendations and gives consumers the power to build an agents reputation. I am proud to be a gold member. Want to see what they have to say about my commitment, knowledge and expertise? click here (insert your link here) .
- Looking for an agent you’ll love doing business with? Check out my credentials and see what real verified people have to say about me at I love My Agent, the only independent website where reputations are based solely around what consumers think of us. Proud to be a gold member and a real estate professional who is focused on delivering recommendation worthy experiences every day. To find out more click here (insert link….)
Stay tuned for the next tip from I love My Agent in a future E-mail!
With Love to Our Agents,
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| I Love My Agent is a division of The Coaching Company Pty Ltd | ACN: 097 708 293 |
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| Another Tip from I love My Agent!...
TIP FOUR:
BE Proactive and get your first recommendations online as fast as possible. It will enhance your presence on the site and add creditability to your profile. Independently verified recommendations are the cornerstone of building your reputation at www.ilovemyagent.org and It makes no sense whatsoever to sit back and wait for people to do it all on their own initiative, be proactive and schedule time in your day to do this. You need to set yourself up to win!
The first thing to do is make a list of everyone you know who loves you already! These will be your easiest recommendations to get, depending on how well you have done in keeping in regular touch with past clients, will determine just how many easy ones you have but it should be easy to get 5 to 10 up there fast. Silver Members remember you can only have a maximum of 3, then to continue building your reputation on line you will need to upgrade to gold!
Firstly, write down everyone you know who loves you already, preferably past clients or other real estate or industry professionals you have done business with in the past. But if you are desperate you can use your family and friends as well. I mean, that’s the way it works in the offline world too. Now you need to call then all one by one, have access to your computer with a computer linked in ready to leave feedback for you.
Heres an example of the types of dialogue you could use…
{RING RING}
HI Mrs ____________,
Karin here from ( use your company name). How are you? And chit chat about them…
When they ask after you and whats going on say
Have you heard about I love My Agent yet? Its designed to give consumers the power over building an agents profile and reputation…by getting them only to recommend agents they have loved doing business or at least liked…Anyway I have just joined as a (GOLD? SILVER?) member because I think it’s a great idea and you know how great I am at looking after my clients. I was wondering if I could count on a recommendation from you??
It will only take a moment of your time and I really would appreciate your assistance…I can type it all in for you - all you need to do is let me know what you would like to say and I can enter it now , apart from a few minutes now telling me what you’d like to say , all you need to do is to reply to a verification email that will arrive as soon as I have entered your comments. They won’t appear on my profile until you have replied but you can do that next time you check your email, it only takes a moment.
Great do you have a few minutes to do it now? IF YES proceed, if NO - ok when would be a good time to call you?…(Hint- focus on doing it for them, if they want to do it themselves it may never happen).
When a suitable time has been arranged hit the recommend an agent tab, and type in their name phone number, and email address. It is important to get all of these as random audits are undertaken …
Type in their comments and when you’ve finished ask them what rating they would like to give you..1 heart – recommend, 2 hearts – highly recommend and 3 hearts – passionately recommend! Then hit send... that’s it. Check the following day to see if its live yet, if not, call them back and find out if they got the verification email, and if not, get them to look in their junk mail/spam folder…
Then get onto your NEXT CALL!
Stay tuned for the next tip from I love My Agent in a future E-mail!
With Love to Our Agents,
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| I Love My Agent is a division of The Coaching Company Pty Ltd | ACN: 097 708 293 |
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| Another Tip from I love My Agent!...
TIP FIVE:
Send a thank you and handwritten note to everyone you have contacted, but declined to recommend you.
It will help you move the relationship forward toward the day they will…and is also a good learning curve for you. Gold members use the logo and your link.
Stay tuned for the next tip from I love My Agent in a future E-mail!
With Love to Our Agents,
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| I Love My Agent is a division of The Coaching Company Pty Ltd | ACN: 097 708 293 |
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| Another Tip from I love My Agent!...
TIP SIX:
ADD your personal link to your website and blog ( if you have one) gold members can also use the logo.
Stay tuned for the next tip from I love My Agent in a future E-mail!
With Love to Our Agents,
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| I Love My Agent is a division of The Coaching Company Pty Ltd | ACN: 097 708 293 |
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| Another Tip from I love My Agent!...
TIP SEVEN:
Gold Members only: Download your membership certificate. Put it on your wall and in your prelisting and listing kits. It’s a great talking point and really will set you apart from other agents in your marketplace. Highlight your membership with us and that all recommendations are independently verified.
Stay tuned for the next tip from I love My Agent in a future E-mail!
With Love to Our Agents,
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| I Love My Agent is a division of The Coaching Company Pty Ltd | ACN: 097 708 293 |
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| Another Tip from I love My Agent!...
TIP EIGHT:
GOLD MEMBERS ONLY: ADD logo and your link to all listing brochures, i.e., at an open for inspection if you have a handout add it there.
Stay tuned for the next tip from I love My Agent in a future E-mail!
With Love to Our Agents,
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| I Love My Agent is a division of The Coaching Company Pty Ltd | ACN: 097 708 293 |
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| Another Tip from I love My Agent!...
TIP NINE:
GOLD MEMBERS ONLY:
Create a letterbox drop highlighting your membership…use the ilma logo.
Suggestions:
Karin Hanna
An Agent you will want to recommend
LREA , EPRo, Gold member WWW.ILOVEMYAGENT.ORG
Or...
Struggling to decide which agent should sell your home?
At www.ilovemyagent.org the only feedback on an agents reputation that counts is from the public…..you can see which agents have put their reputation on line. As a professional real estate agent I am focused on delivering recommendation worthy experiences everyday, I work hard to build my knowledge, skills and expertise and it pays off for my clients.
Add logo….
Stay tuned for the next tip from I love My Agent in a future E-mail!
With Love to Our Agents,
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| I Love My Agent is a division of The Coaching Company Pty Ltd | ACN: 097 708 293 |
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| Another Tip from I love My Agent!...
TIP TEN:
As you go through your database prospecting and connecting with past clients and business contacts ask them if they would give you some feedback on their experience with you (or get a PA to contact all past clients and do it on your behalf)….learn from any negative ones and ask good ones if they will allow you to post it online.
Remember they will still need to verify the post…and don’t forget to get your heart rating one heart – recommend, 2 hearts – highly recommend, 3 hearts – passionately recommend.
Stay tuned for the next tip from I love My Agent in a future E-mail!
With Love to Our Agents,
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| I Love My Agent is a division of The Coaching Company Pty Ltd | ACN: 097 708 293 |
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| Another Tip from I love My Agent!...
TIP ELEVEN:
The best way to get recommendations is to give them. Focus on building your own local recommendation network of businesses you love and feel confident recommending clients to. IF you cant think of many or you know the business but not the owner then make it a mission to introduce yourself and get to know them. You can create a newsletter with advertising of other local professionals you love, create a welcome to the neighbourhood package with discount vouchers from your favourite neighborhood businesses (it is cheap advertising for them) for new owners ( and guess what they don’t have to have purchased of you to do this, make it a valuable resource and everyone will want it and love and remember you for creating it). You could advertise this and capture their email so you can add them to your database so you can start building a long term relationship with them rather than trying to start one just when they are thinking of selling.
Cant think of businesses that would be useful? Here are some ideas: accountants, solicitors, building & pest inspectors, removalists, schools, gardeners, cleaners, childcare centres, restaurants you love, supermarkets, greengrocers, locksmiths, maintenance men or woman, carpet cleaners, coffee shops, library card applications, newsagents with paper delivery offer, painters, architects, builders, contractors, plumbers, electricians, property managers, leasing agents, tutors, dace schools, sports clubs, mobile phone suppliers, landline suppliers, internet providers, video stores, favourite pizza and takeaways, best gyms in area. There... that should get you started!
Make sure these are businesses who really look after their customers, and that you genuinely love and establish a relationship with them….don’t just put anyone in there it will backfire big time… Later on, once you have an established relationship with them, you can explore joint ventures, joint events and tapping into their customer databases with a valuable offer, like a special report or something.
This is huge if you do it right!
Stay tuned for the next tip from I love My Agent in a future E-mail!
With Love to Our Agents,
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| I Love My Agent is a division of The Coaching Company Pty Ltd | ACN: 097 708 293 |
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Once upon a time, in a land not so very different than this one, people yearned to own their own home,they saved as much as they could, worked overtime and managed their family on tight budgets, hand me downs were common place in a childs wardrobe and new toys were rare and cherished, debt was scary, you worked in the same job for years in the same company, you stayed married , and your first car was almost always an old bomb. Communication was face to face, by phone and letters. People worried about their families, their finances, their futures..
In those days people were not unlike they are today.They had dreams and goals, for themselves and their families and they still do, they looked to others for help and advice in moving them closer to making those dreams a reality.Thats what created businesses and service industries, and those who provided good service and delivered on their promises did well and those who exceeded customer expectations benefitted by word of mouth advertising.
Fast forward to today...is it really all that different?
Our day to day tools of the trade as agents and business people have certainly changed but our purpose has not. We are still here to serve consumers needs and to help them achieve their goals faster and easier than they can alone..and to do it at a profit...In terms of real estate transactions, not much has really changed.Sellers have always wanted to achieve the best possible price in a time frame that suited them. Buyers have always wanted a bargain or at most to pay fair market price on the homes they purchase.
Todays world may be much more fast paced than it was,information is readily available on line for every topic, consumers are far more knowledgeable and well educated but they are still concerned about the decisons they make, and wary especially with their real estate decisons because they involve such a sizeable chunk of money and have a large role in their everyday lifestyle as well as their future dreams and goals...
Consumers today have seen and heard so many horror stories about what can go wrong, and how agents have failed to deliver on their promises.Why? Because we only see money in their eyes and we don't really care who we deal with...We dont see people as valuable but we see qualified buyers as worthwhile, and people who are ready to sell now or in the near future. We really do a great job building our role as real estate advisor during a transaction, then when its settled we dump them and say NEXT! Alot of our training and practice has lead to this perception...we need to refocus on our purpose and our delivery and really focus on building long term relationships,
Consumers can now do alot of the things agents were seen to do in the past, they can search the internet and find all the homes for sale in their area, and what price they are listed at. They can get valuations/appraisals and find properties they might like to own, studying the words and pictures supplied with the listing. It has become a wonderful time saving device for consumers which has been embraced world wide by people of all ages and income levels.
Today consumers buy and sell more properties than they ever have before,and our populations are growing in both diversity and number.People move more, travel more and are busy, busy, busy. They like speed and getting what they want, when they want it! They love buying but hate being sold to..We need to focus on delivering what people want, and communicating it in the way they want it . They love real estate but have a strong mistrust of real estate agents at large and are looking for the stand out exceptions.
We need to build our personal and business reputations on line now as well. In the past consumers asked their friends, work mates,neighbours and family members who they would recommend and who they should avoid. They asked them if they knew such and such and what did they think of them, they looked at the visibility of agents in their marketplace, they studied the real estate adds in their newspapers, they looked at shop windows (often at night to avoid being pursued by an agent when they were doing their homework...)Now they do the same thing, but friends have moved, they are in different areas alot so they want to really see what other consumers have to say about you...and find out what they want to know without having to be sold too by you!
Take control of your online reputation and focus on building one you are proud of at ilovemyagent. we are here to help you achieve the goals you want to in this industry and your life. We are experienced , licenced agents and trained coaches, we love this industry and the value agents bring to consumers, go gold now!
Karin Hanna
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Everyday as a real estate agent you build your reputation in your marketplace. Its important to understand the power of your reputation and ensure you have systems and strategies in place to ensure you are building a reputation you are proud of and is leading consumers to see you as their agent, a trusted professional who they will love doing business with. An individual they will want to recommend to their friends and colleagues when the real estate topic comes up in their lives.
Consumers are wondering why they have to pay thousands of dollars out of their sale price to a real estate agent when as a profession we are not highly regarded or respected. News channels and papers continue the mistrust of our industry as they highlight and inform consumers about horror stories from people who have trusted agents and found they wished they had not.
Businesses exists to solve problems and provide value to consumers and they make a profit by doing that cheaper and easier than consumers can do it alone. Real Estate is no different.New businesses are emerging and taking a share of the market, businesses that are continuing to send out the same message agents cannot be trusted, they are not a valuable assett, it's something you can do yourself and save thousands, don't sign anything til you've spoken to us, read this report...etc
New agencies are cropping up whose sole point of difference is cheaper commissions and they are gaining market share as consumers struggle to see the value in what we provide and why we are worth the money we want. Many Home Owners are choosing to sell their homes themselves because they don't see us a valuable assett. They see themselves as able to do as good a job themselves.
We need to stop pretending as an industry this is not a big problem for us and as individuals we can do nothing about it. We can and we must, if we want a future.The time to act is NOW before it is to late and our industry and livelihoods are eaten away. We need to leverage our talents and ethics to promote not just ourselves but also our industry and make sure in everything we do we are always building a reputation we are proud of.
The product we sell is not houses it is ourselves, our skills and our ability to help consumers achieve their real estate goals and to make it an enjoyable, stress free, experience for them. Consumers need to hear that message, and the most powerful way to do that is by building and leveraging your personal recommendation bank.
I want to help you to do just that, join us at ilovemyagent now and send out a message consumers want to hear, be seen as a real estate professional consumers will want to recommend. For a free listing in our consumer directory, and a free silver membership go to www.ilovemyagent.org/register.php .
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