by Terri Murphy
Special to Realty/Builder Connection
Communication continues to be the primary key to initiating, securing and nurturing a relationship in any business or personal situation. In today’s business we have become inundated with new tech solutions for keeping contact with tools that include phones, PDA’s (personal Digital Assistants) cell phones, pagers, voice mails, emails and a myriad of new additions on a daily basis.
A recent survey conducted by a California consulting company found that many would be clients and customers are citing reasons other than communication tool proficiency, for not working with a particular company or agent. Interestingly, technological competence was not the hottest issue, and what was may surprise you.
According to their informal survey, many prospects were less than enthusiastic when they encountered some basic infractions that every sales person should be aware of.
The biggest complaint centered on the prospects’ first impressions. With this thought in mind, it may be time for all of us to check our own guidelines for basic salesmanship. This might be the time for you to review your own checklist!
Can you improve on the first “hello”?
The first contact in many business transactions is the person answering the phone. Whether it is the agent or the office receptionist, it is imperative that this first impression be a positive one. The results of the survey revealed that first contact was less than perfect. Inaudible pronunciation of the company name and with no conscious manner of a friendly and sincere greeting were at the top of the comments. Often times the person answering the phone offered no name identification, which made for an impersonal and less professional first encounter. It is ultimately important to make the person on the other end of the phone feel as though they are important, and that their call isn’t perceived as a bothersome “interruption”. How the caller is handled is the key. There are simply some times that with all the lines ringing it may be difficult to avoid placing the caller on hold, but how it is handled is critical. Whatever the circumstances, be sensitive to the fact that it is the first impression sets the possibilities of bringing the relationship to the next step.
Check out your first impression level
The secondary comments dealt with the poor visual impression many agents made by their appearance. Although different areas enjoy varied styles and dress codes, being clean, pressed, and polished is always in order. Customers did not appreciate trendy dress with visible piercings and personal unique style statements in the professional work place. You are ultimately free to express yourself how you would like, but be aware that it may drive your clients and customers to work with another agent or company that provides a more professional statement. 
Time for a personal review. Take the time for a simple personal assessment to ensure you are sending a professional message. Take inventory of your work clothes, replacing worn shoes and belts with repaired, polished or replaced items. If your weather or area allows for no jackets or ties, choose a more casual, but neat approach to professional dressing.
Check out your office reception area
Broker-owners need to be aware that having a less than professional presentation at the reception desk may convey a negative message. The basics requirements to be rigorously adhered to: clean premises, with a neatly and appropriately dressed reception person that acknowledges the client or customer immediately when they walk in with a smile making it a friendly encounter. Complaints about trendy, risqué dress, unkempt or unclean hair, along with distracting tattoos were on the top of the list. Combine those issues with the lack of acknowledging the person waiting may make all the greatest advertising and marketing investments in the world a mute point.
Check out your cars
Agents need to assess their own “office” which in many cases is their car. Customers complained of dirty or unpleasant odors in or about the agent or their cars, including sensitivities like cigarette, pet and alcohol odors. Like any other important appointment, salespeople need to remember that scheduling time for keeping their cars clean and in running order is imperative to the comfort and safety of their customers or clients, along with conveying the impression of organization, control and professionalism.
Cell phone etiquette
If your calls are being directed to your cell phone, identify who you are when you answer, and do so in a friendly tone of voice. If you are driving, or in a meeting, let the caller know and set up another phone “appointment” time to connect when you can give them your full attention. Even if it is only a few minutes later, the caller will be comfortable in knowing that you have a scheduled an exclusive time to connect with them for their special need. When using your cell phone to call other cell phone numbers, always ask if it is an appropriate time to speak.
The Internet provides clients and customers with plenty of information and choices for whom they choose to work with. In today’s competitive world, avoid losing business and long term relationships by adhering to some basic guidelines that can help you build clients for life.
- Terri Murphy is a consultant on the integration of traditional marketing and communication with today’s Web and Internet tools. She can be reached at [email protected] or 901-767-0000.