ntcar how to build meaningful client relationships
Post on 12-Sep-2014
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NTCAR | meaningful relationships
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1985
Likeability and Giving Value
•Likeability = Opportunity
•Giving Value = Success
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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.
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GOOD
FRIENDS
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Having qualities that bring about a favorable reaction.
The ability to create positive attitudes in other people.
Definition of Likeability
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Four Elements of Likeability
EMPATHY
RELEVANCE
FRIENDLINESS
REALNESS
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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
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A HUMAN
SPARKLER
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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
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When we focus on adding value to others people’s lives, it
completely shifts our perspective.
A Quantum Shift
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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
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“If I help people get what they
need and want, I will get what I
need and want.”
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Giving Value = Success
“The best selling technique is not to sell, but to commence the service process.”
“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
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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.
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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?”
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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
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“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
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KNOX STREET
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“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
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MCKINNEY &
OLIVE
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“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
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RREEF
STARBUCKS
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
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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
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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
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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
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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
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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
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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