The Importance of a Values Based Business

 

 

 

 

  The Importance of a Values Based Business  
     
 

“The skill sets for individuals to achieve excellence may differ, but the mindset is the same.”

We help agents, brokers and companies develop values based businesses.  We firmly believe that to achieve long term success and venture into the elusive significant, you need to create a business that stands on principle and shared values.  We help clients discover and articulate their values and strengths to develop a strong and profitable marketing plan that attracts people who care about the same things the client cares about and truly appreciates the clients strengths.  Prospecting methods are all build and tailored around the client’s individual personality.  And we walk out the execution of the business plan with them to ensure everything is bundled up to contribute to their business’ overall culture and brand.

Every client is different, there are no cookie cutter business plans when you come from a values based proposition.  Every client’s history, skill set and background varies and so every business takes on a identity of its own.  We aren’t interested in giving one map to success, we are interested in working with clients to provide THEIR map to success and significance.   

Mindset through is shared and similar.  There is a world of difference in mindset between those that casually play with this business as a hobby,  those that treat it as a job or career and those that approach it like a business.  Not only do the results vary wildly, but they actually think differently.  As a real estate professional, you can and should work on your skill sets, but nothing will bring you better and faster results than working on your mindset.

 

 

 

 

 

 
  Chris Pollinger, Mastery Coaching  
         
  PS. Have you seen our individual agent and team program that combines coaching, advanced marketing strategies with hundreds of pieces of personalized print ready marketing collateral,  specialized training, and all the tools you need to get into the top 1% of agents nationwide? Check out  YourRECoach.com for more the details.  
     
  Recommended Reading –  
         
         
         
  Copyright 2007-2010 – Mastery-Coaching.com and Chris Pollinger – ALL RIGHTS RESERVED.  
     
 

 

 


Take Care of Your Client

 

 

 

 

 

  Take Care of Your Client  
     
 

Every once and a while I get something that is just too good not to share. Dean is a fellow Master’s Program Graduate and is the CEO of one of the finest Ad agencies I’ve ever been exposed to. I received this article last week from him and thought it dovetailed into the branding series I just wrapped up. I hope you enjoy Dean as much as I do -

Take care of your customer or someone else will
If you don’t have the right disciplines in place to super-serve your clients, you will lose them and your reputation.

In one of my recent articles, I wrote that one of the main opportunities that exists in marketing today is exemplary client care. Unfortunately, most companies devote little time to this lost art and many are clueless about the negative ramifications poor client care has on their business.

My goal is to drive home the understanding that if you don’t have the right disciplines in place to super-serve your clients, you will lose them and your reputation. If you do serve them well, you will get more business, more often, and you’ll get more referrals. Guaranteed. Here’s a few thoughts.

21. The first step to amazing client care is just that. You must care. You can’t fake caring. Clients can spot a self-serving sales geek a mile away. If you are out for yourself rather than for your clients, go find a tree, sit under it for a while, and get clear on what it will mean if you get in touch with genuinely caring for your clients. This is client care 101.

2. Next, clarify the expectations of each client. They’re all different. So learn the needs of each and learn what has frustrated them in working with past vendors. You know, learn from the ones they fired. Often, sales people don’t know what to deliver because they don’t ask, or they assume all clients want the same thing. At our agency, we use a questionnaire to clarify client expectations and it works wonders.

3. Invest some up-front time setting up your processes and technologies to automate and simplify servicing your clients. The easier you make it, the more you’ll do it.

4. Make it easy for the client to do business with you. By finding out how they like to work, you can create a client service model for each client. Then review it with them to demonstrate how you see serving them best. This blows clients away and puts you front-of-mind every time.

5. Conduct a client survey when you’re well into the relationship to take a pulse-check on how you’re doing. There have been times I thought I was doing great with a client when in fact, they had quite a different perspective… the perspective that matters. Plus, surveys are useful tools to discover how you can do more business together or ask for referrals. Clients love to know you’re striving to make their lives more efficient, more productive and more enjoyable.

6. Ahhhhh, client problems. Inevitable? Yes! Destructive? It depends on how you handle them. Somewhere in every service person’s mindset there is a twisted idea that problems will disappear or tone down if you postpone dealing with them. When a problem arises, deal with it as if your pants just caught fire… that fast. Also confirm the client is satisfied with how you handled it every time.

 17. Keep your commitments to your clients. Sound elementary? You’d be surprised at how many people keep just 70% of their commitments and call themselves pros. Show up on time, deliver when you promised, and follow-up when you said you would. Can we keep every commitment every time? No, but you can often renegotiate it prior to the commitment deadline if you’re having difficulty. That’s your lifeline.

8. Don’t stretch the truth with your clients. For example: “We can get that in four weeks,” when you know it will take five. “We have 45 full-time professionals, “when you only have 35. “Our client satisfaction rate is 100%,” when it’s pushing 80%. We call these sales exaggerations and they’re as common as breathing. If you tell the truth, your character conviction will multiply your results, make you feel better about yourself, and you will create stronger relationships. If you tell little white lies, well, you’re simply a liar.

9. Exceed customer expectations. You don’t have to do it every time, but make it your goal to try. If you exceed expectations occasionally, your client’s perspective will be that you do it all the time.
In closing, you’ve heard the old adages, “poor client care conversations spread like the plague” or “it takes 10 times the effort to get a new client than keep an old one.”Whatever the adage, make it something you commit to simply because that’s who you want to be. The money will follow and so will your clients, wherever you go.

 

 

 

 

 

 

 
  Chris Pollinger, Mastery Coaching  
         
  PS. Have you seen our individual agent and team program that combines coaching, advanced marketing strategies with hundreds of pieces of personalized print ready marketing collateral,  specialized training, and all the tools you need to get into the top 1% of agents nationwide? Check out  YourRECoach.com for more the details.  
     
  Recommended Reading –  
         
         
         
  Copyright 2007-2010 – Mastery-Coaching.com and Chris Pollinger – ALL RIGHTS RESERVED.  
     
 

 

 


The Wisdom of Mark Sanborn


  The Wisdom of Mark Sanborn  
     
 

PictureI had the opportunity to go to an event with Mark Sanborn, author of The Fred Factor. Mark’s life purpose is to create passion in your work and life can turn the ordinary into the extraordinary. Here are the major take away points that I got from his seminar -

· Everybody makes a difference
· First job of a salesperson is to prove significance
· Ask yourself everyday, “What kind of difference did I make today?”
· Everything is built on relationships
· Human-ness is what makes the difference
· The ability to create value for clients is the most important job skill you can possess
· Present day alchemists don’t make gold from medals they make gold from ideas
· No one can prevent you from being extra-ordinary, it’s your choice
· Create value continuously though passion creativity and commitment

 

 

 
  Chris Pollinger, Mastery Coaching  
         
  PS. Have you seen our individual agent and team program that combines coaching, advanced marketing strategies with hundreds of pieces of personalized print ready marketing collateral,  specialized training, and all the tools you need to get into the top 1% of agents nationwide? Check out  YourRECoach.com for more the details.  
     
  Recommended Reading –  
         
 
 

 

 
 
         
  Copyright 2007-2010 – Mastery-Coaching.com and Chris Pollinger – ALL RIGHTS RESERVED.  
     
 

 



The 9 Steps to Dynamic Achievement

 

 

 

 

  The 9 Steps to Dynamic Achievement  
     
 

PicturePersonal Change

  • Break Routines
  • Best Behavior = Best Results = Biggest Traps
  • Search out new ways of thinking
  • Change or die

Quit Trying “Harder”

  • More of the same is just more of the same
  • When you are lost in old paths, you are blind to new ones

Use Unconventional Approaches

  • We must overcome our addictions to old methodologies

Change Your Thinking

  • Don’t limit yourself to what you think you “can have”
  • Go for what you really want
  • Give yourself to dream and to risk

Suspend Your Disbelief

  • Doubters and skeptics never achieve
  • Doubt your limits, doubt your doubts, never doubt yourself
  • Act as if success was certain

Picture 

Choose a Different Set of Risks

  • You can’t escape risks
  • Get uncomfortable
  • Be willing to make mistakes

Be Passionate!

  • Fall in love with what you do (or why you do what you do)
  • Have a magnificent obsession

Open Up and Get Your Talents Out.

  • The time is now
  • Fulfillment is obtained when you are personally stretched
  • The next 5 years are not determined by the last 5

Make Your Move “Ready or Not”

  • There is no such thing as a perfect time
  • Success is normally inconvenient
 

 

 

 

 
  Chris Pollinger, Mastery Coaching  
         
  PS. Have you seen our individual agent and team program that combines coaching, advanced marketing strategies with hundreds of pieces of personalized print ready marketing collateral,  specialized training, and all the tools you need to get into the top 1% of agents nationwide? Check out  YourRECoach.com for more the details.  
     
  Recommended Reading –  
         
         
         
  Copyright 2007-2010 – Mastery-Coaching.com and Chris Pollinger – ALL RIGHTS RESERVED.  
     
 

 

 


Hiring Team Members


  Hiring Team Members  
     
 

“I don’t care where you’ve been, I care where you are going.”Picture

I don’t look at someone’s resume when I hire people.  It’s not that it doesn’t matter, nor do I appreciate the effort and time that went into stretching the truth for my benefit or the quality of the paper to dress up the little propaganda piece.   But in reality, I don’t really think it’s all that important.  Yes, I guess it would matter a little more if I were coaching hospital administrators and we were hiring doctors, but, I work with real estate people.  Let’s face it – the technical side of this business can be taught fairly quickly.  There are only so many forms, rules, procedures and such.  It’s the intangibles that aren’t reflected in the resume that are tough to teach.  Character issues like being a self-starter, the entrepreneurial spirit, and overcoming adversity.  My experience has been that the more education someone has the harder it is for them to make it in this crazy business. 

When looking to fill out the team – don’t concentrate on where someone has been look to where they want to go.

 

 
  Chris Pollinger, Mastery Coaching  
         
  PS. Have you seen our individual agent and team program that combines coaching, advanced marketing strategies with hundreds of pieces of personalized print ready marketing collateral,  specialized training, and all the tools you need to get into the top 1% of agents nationwide? Check out  YourRECoach.com for more the details.  
     
  Recommended Reading –  
         
 
 

 

 
 
         
  Copyright 2007-2010 – Mastery-Coaching.com and Chris Pollinger – ALL RIGHTS RESERVED.  
     
 

 



Thoughts on Burn Out


  Thoughts on Burn Out  
     
 

PictureBurn-out happens when we lose a hold on our integrity.  We start doing things that are against our core values.  Real Integrity is not possible when we live according to someone else’s whim and their rules.

In the real estate business I have noticed that there is a thin line between servant hood and slavery.  When you gave up your W-2 Income you traded a boss who looked over your shoulder for 100’s of them that you now call “clients.”  Slaves work because they must, they are owned. Servants do so because they choose to.  It is by their own discretion that they serve.

Do you find that you fall into doing things for clients that you resent?  If so, you are living as a slave to someone else’s whims.  Whether it is in business, at home or in other relationships slavery is a bad thing. Learn to let go of all your “should”, “coulds”, “woulds”, “oughts”, and “wills.”  Stop doing things simply because you lack the ability to say “no” or you are driven by guilt or shame. 

Choose to serve, on your terms, in order to protect your integrity and watch how your life and business becomes full and bright again. 

 

 

 
  Chris Pollinger, Mastery Coaching  
         
  PS. Have you seen our individual agent and team program that combines coaching, advanced marketing strategies with hundreds of pieces of personalized print ready marketing collateral,  specialized training, and all the tools you need to get into the top 1% of agents nationwide? Check out  YourRECoach.com for more the details.  
     
  Recommended Reading –  
         
 
 

 

 
 
         
  Copyright 2007-2010 – Mastery-Coaching.com and Chris Pollinger – ALL RIGHTS RESERVED.  
     
 

 



Starbucks can Save Your Business


  Starbucks can Save Your Business  
     
 

PictureI had two really good agents enter into an extended slump.  Not all that uncommon over the last couple of years.  After talking to them at some length I discovered they were spending way to much time in their cushy home offices.  So I took them away – not literally of course, but figuratively.  I told them that they had to close the door and they weren’t allowed in for 30 days.  Instead I asked them to go to Starbucks with their laptops and do their work from there. 

Within 2 weeks both of them were back on the side of positive momentum with fresh leads and activity from folks they had run into at Starbucks. Within 4 they were back in the saddle, flush with new transactions and able to re-enter their home office with a renewed focus and perspective.

The biggest thing when you find yourself in a slump is to go to the people.  We tend to hide and bury ourselves with busywork to feel busy instead of focusing on productivity.

 

 
  Chris Pollinger, Mastery Coaching  
         
  PS. Have you seen our individual agent and team program that combines coaching, advanced marketing strategies with hundreds of pieces of personalized print ready marketing collateral,  specialized training, and all the tools you need to get into the top 1% of agents nationwide? Check out  YourRECoach.com for more the details.  
     
  Recommended Reading –  
         
 
 

 

 
 
         
  Copyright 2007-2010 – Mastery-Coaching.com and Chris Pollinger – ALL RIGHTS RESERVED.  
     
 

 



Going Past Customer Service


  Going Past Customer Service  
     
 

PictureMove from just customer service to the notion of creating community. People are hungering to feel connected and when you offer this type of thing, customer will respond.

Here are two key points to remember:

  1. Profitability is usually conditional on current customer loyalty and new customers. The way to increase loyalty and attraction are:
    • Continually add value without being asked to and at a similar price. This builds a reputation.
    • Create a community of people and help them “get to know” each other.
    • Be known for something…a philosophy, feat, and result, compelling vision.
    • Be known as someone. Have a personality, a personal style, personal qualities, and abilities to listen.
  2. People prefer to buy from an individual or firm that they know and feel a part of. Create this with your company. It’s more than just customer service.

 

 
  Chris Pollinger, Mastery Coaching  
         
  PS. Have you seen our individual agent and team program that combines coaching, advanced marketing strategies with hundreds of pieces of personalized print ready marketing collateral,  specialized training, and all the tools you need to get into the top 1% of agents nationwide? Check out  YourRECoach.com for more the details.  
     
  Recommended Reading –  
         
 
 

 

 
 
         
  Copyright 2007-2010 – Mastery-Coaching.com and Chris Pollinger – ALL RIGHTS RESERVED.  
     
 

 



Relating Skills


  Relating Skills  
     
 

PictureI am asked from time to time why some do so well in this business and some, well, don’t. There are more than a handful of “secrets” but there are very few that are more important that mastering your relatioanl skills. In fact, there is nothing in this world that pays better, in every realm of life, than relational skill mastery. Here’s a few things to keep in mind as you go through your day.

  • Don’t just listen to or understand people: Really hear them.
  • Love and support everyone, but require their best.
  • Speak in messages, not clichés, opinions, or possibilities.
  • Communicate fully in the moment.
  • See faults in people, but accept them.
  • Be unconditionally constructive.
  • Fully handle tasks.
  • Don’t seek credit.
  • Want the best for people, but don’t be tied to it.
  • Show people you care.
  • Be others focused.
  • Be interested in the conversation at hand.
  • Appreciate others.
  • Watch your association.
  • Be interdevelopmental with people: Not codependent, dependent, or merely interdependent.
  • Be grateful to and for others, and they feel it.
  • Cause things to happen, don’t wait for them to happen.
  • Always add value.
  • Give the gifts that the other person really wants.

 

 
  Chris Pollinger, Mastery Coaching  
         
  PS. Have you seen our individual agent and team program that combines coaching, advanced marketing strategies with hundreds of pieces of personalized print ready marketing collateral,  specialized training, and all the tools you need to get into the top 1% of agents nationwide? Check out  YourRECoach.com for more the details.  
     
  Recommended Reading –  
         
 
 

 

 
 
         
  Copyright 2007-2010 – Mastery-Coaching.com and Chris Pollinger – ALL RIGHTS RESERVED.  
     
 

 



Learn to say ‘No’


  Learn to say ‘No’  
     
 

“Learn to say ‘No’ to the good so you can say ‘Yes’ to the best”

PictureWe are faced with an unending and on-going influx of decisions.  We make thousands of them every day.  They arrange from the small to the much, much, more life-defining.  Most agents, who live each day in a people pleasing business, tend to say “yes” far too much.  They over-commit to others and as a result, sacrifice the things they most value.  Our families, friends and even our individual self tend to be put on the back-burner while we indulge the urgent before the important.  Yes, it’s important to work hard through the end of the year.  It’s important to finish well, to have good momentum going in to the New Year, to pay off the credit card bills that tend to mount in the Christmas Season.  But it’s essential to learn how to say “no” to the urgent so that you can say “yes” those that mean the most to you during this holiday season.

 

 
  Chris Pollinger, Mastery Coaching  
         
  PS. Have you seen our individual agent and team program that combines coaching, advanced marketing strategies with hundreds of pieces of personalized print ready marketing collateral,  specialized training, and all the tools you need to get into the top 1% of agents nationwide? Check out  YourRECoach.com for more the details.  
     
  Recommended Reading –  
         
 
 

 

 
 
         
  Copyright 2007-2010 – Mastery-Coaching.com and Chris Pollinger – ALL RIGHTS RESERVED.