The Consumer is Talking; Who’s Listening?

When was the last time you sat down with a customer or client and really listened to them?  No – I mean really listened?  Did you interact with them and delve deep into their inner thoughts and feelings or was it superficial?  Worse yet, was it all ‘talk’ and no ‘listen’?  Take a second and watch this video.  Remind you of anyone?

A recent study conducted by Michigan State University researchers has identified what the sophisticated consumer is looking for in today’s competitive, challenging global economy.  Essentially, they are looking for a “total experience.”  Whether they are thinking about listing their property, talking with a financial consultant, shopping for a new dress or buying a cup of coffee, all consumers are looking for four major factors.  They are, in order of importance:

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Stop Trying To Sell Me

Run baby run!

Image courtesy of Flickr

As many of my friends and business associates know, I have a passion for running.  I run when the sun scorches the asphalt and the cold, bitter Arctic wind whips across the fields.  I guess you could say I have a running addiction.  Because I’m always out there pounding the pavement, I go through running shoes every couple of months which means the local running store owner and I are on a first name basis.

This past week, I stopped in to purchase a new pair of Brooks Adrenaline™ GTS 9′s so I would have plenty of time to break them in prior to my upcoming marathon (Philadelphia) in November.  To my chagrin, the salesperson that I usually work with (notice I didn’t say ‘buy from’) had a day off.  In his place was a twenty-something, nice young man who seemed eager to help me.  After some casual small-talk about running, I indicated to this salesperson what I was interested in buying.  His face immediately lit up and he proceeded to tell me everything he knew about the running shoe (WARNING: Boring, technical running shoe stuff coming up.):  the HydroFlow liquid that was in both the forefoot and heel; the mid-sole that had BioMoGo cushioning; the dual-density post that is biomechanically engineered; the (blah-blah-blah-blah-blah).

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Are We Listening?

I regularly browse the web reading and listening to ‘Stuff’ that I think would enhance my business or make me a better REALTOR®.  When I stumbled upon this short video about contacts, leads, et al – - - it made me stop and think.
 

 

In a nutshell – stop telling the consumer about YOU and start listening to THEM.  After all, they’re opinion is the only one that counts.

If you liked this video and want to listen and read more ‘Stuff’ like it, go to 1000 Watt Consulting’s Blog where you will find other thought provoking ideas.

Have a great weekend!

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Know Thy Client

 
I’m often appalled at customer service people (Realtors included) who don’t take the time up front to get to know their clients.  Watch this short commercial which will illustrate my point.

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Too many times people try and sell their product or service to someone when they don’t take the time to get to know what the client wants.  As Realtors, we may be trying to sell the benefits of a beautiful, spacious, walk-in closet when what the client really wants is a walk-in fridge.  Next time you shift into hyper-drive trying to sell something, ask yourself, “Do I really know what the client wants?”  If your answer is, “I don’t know.”  Step back and start asking some questions.  They’ll tell you what they want, you just have to take the time to listen.

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