Are you a Victim or a Player?

 

I don't know about you but I'm not one to want to hang out with the type of individual who blames everything that happens to them on everyone else. Sure we all know someone like this don't we? They tend to see the negative in most everything, they always have something going wrong in their life and none of it ever seems to be the fault of their own! They tend to focus on the negative news of the day then they will manifest that news and weave it into their own failure in some way. This pattern is a spiral down mentality and a mindset from scarcity. They have little trust and most of the time they think that everyone is out to get them. This is a very difficult way to go through life. It also does not help in attraction. When you live in this space the energy you put off is highly negative and repealing. Most victims usually attract other victims.

The opposite way of thinking is that of a player. This individual takes full responsibility for their situation and is always open minded to others to help he or she to become a better individual. They usually measure their success not by what they get but how much they can give. Their mentality is that of abundance. They try to focus on the positive 90% of the time and normally have trust of most others.

A great example of thinking as a victim or a player as it pertains to Real Estate is our Inventory today which is a big deal. Every where I go I hear this. "We have an inventory problem!" Would you say that is an Victim or a Player statement? Things will get better when we have more inventory. What are we blaming for our lack of business?
I would suggest a different approach! If inventory is the issue then that would tell me, as a player, that we need to go out and create some Sellers! The biggest generation of today is the Boomer generation. The individuals were born between 1946-1963.

This generation in mostly in transition. They are prime for moving to the retirement world or are already there but are still living in homes that they raised their families in. They want to make the move to a warmer climate or get that smaller condo but no one has helped them understand how to make that happen. Well you're a Real Estate trusted adviser that has this knowledge. Instead of complaining about low inventory get creative and go seek out sellers and help them make the move!

When you create a seller you generate inventory and bingo problem solved!

The image at the top of my post is that of Tom Solcum in the 1991 Boston Marathon at the 20 mile mark. He started 24 hours before the other runners. Tom has a player mentality. Next time you are blaming someone else for where you are in life think about Tom and what he faces on a daily basis.

Posted on January 30, 2013 at 2:35 pm
Michael Fanning | Category: Business today, customer services, Living, Real Estate Related, Uncategorized | Tagged , ,

Living in the past can stop forward movement!

 

From the book the Slight Edge.

"Are there things that are incomplete in your life? any unpaid bills? Have you done your taxes? Did you borrow a book or tool you have yet to return? Is there someone who needs to hear you say, "I love you," or, "I'm sorry," or, "Thank you- I appreciate you"? Do you have any unfinished projects? Any unkept promises- taking a weekend away with your spouse, or taking your kids somewhere special? Are there any agreements or commitments you left hanging?

Each and every incomplete thing in your life or work exerts a draining force on you, sucking the energy of accomplishment and success out of you and leaving you in less then a positive mental state.

Here is the unfortunate and powerfully destructive truth of being incomplete: it keeps the past alive. Remember, people who live on the success curve are pulled by the future, while those who dwell on the failure curve are pulled by the past. And a surefire way to be forced to live as a prisoner of your past is to not complete things."

The book the slight edge is a powerful and thought provoking book that I guarantee will help you to look at your life differently. It has helped me to better understand how every decision I make in life has a negative or positive impact on my future.

Posted on November 30, 2012 at 11:41 am
Michael Fanning | Category: Business today, customer services, Living | Tagged , ,

How often are you face to face with your customers?

I'd like you to meet Joie Gowan. Joie as been in the real estate business for over 25 years. I walk past her office daily on the way to my office. Today I walked by and noticed over 100 of these on her floor.

I asked Joie what they were? She told me they are shopping bags wrapped up nicely with a hand written note and a small gift. She explained that they are hand delivered.

You might be saying, "really a shopping bag.?" It's not any old shopping bag, it is a very well maid great designed shopping bag.
I happen to know some of Joie's customers and they tell me that every time they grab this bag out of their car they think about Joie. BINGO!

She does this every year for her customers. I want you to know that Joie understands value and relevance. She also knows that faceless relationships don't last. Maybe this year some of you might take a page out of Joie's book and ask how you are doing something special to be face to face with your customers?

Posted on November 16, 2012 at 3:56 pm
Michael Fanning | Category: Business today, customer services, Living, Uncategorized | Tagged , ,

Real Estate as a Career.

There are 3 serious questions you need to ask yourself.

1. Am I committed to having Real Estate be my career?

2. Do I believe in the company I work for?

3. Do I believe in myself?

 

I read a recent blog form 1000watt and there was one part of the post that stuck with me and made me want to expound on this statement.

Strive to be able to one day proudly say, “100% of our agents attend our company meetings, use our tools and get five-star reviews. And 100% of our past clients return to do business with us.”

This article talks about how many real estate agents today are creating a perception in the eyes of our customers that as a whole we lack professionalism, integrity, and accountability.

This is why the 3 questions are so important. If you see Real Estate as a career then there are things you are going to do.

Show up every day ready to exceed customers’ expectations. Understand and have a process for working with customers that gives predictable outcomes. Running your business like a business. Being proactive and not reactive. Seeking to solve problems for your customers regardless of the net dollar outcome. Selfless and humble. It is these traits that have proven to create the most rewarding business in real estate.

Do you believe in your company? Does your company provide you with tools that help you to differentiate the value proposition to your customers? Is there an environment that enhances your drive to be better? Are your surrounded by others with similar drive and professionalism? You would be surprised the impact being around other successful people will do to your own business.

The most important question of all however is "Do you believe in yourself?"
If you don't believe in yourself then the rest really doesn't matter. How are you getting your mind in a place on a daily basis to show up with a can do attitude? Looking past the hurdles and only seeing a path of success. It isn’t easy, but needed. Life can be brutal and create obstacles that at times can look like an un-passable mountain. If you question yourself then these mountains can stop you in your tracks. Often we underestimate the power of the mind. It controls our path 100%.

I would ask you to think about each of these questions and then listen to that little voice in your head. Really listen hard to what it says. If there is a negative thought that comes out then that will be the starting point for you to know where your work needs to begin.

Posted on October 19, 2012 at 8:29 pm
Michael Fanning | Category: Business today, customer services, Real Estate Related | Tagged , ,

Real Estate as a Career.

There are 3 serious questions you need to ask yourself.

1. Am I committed to having Real Estate be my career?

2. Do I believe in the company I work for?

3. Do I believe in myself?

I read a recent blog form 1000watt and there was one part of the post that stuck with me and made me want to expound on this statement.

Strive to be able to one day proudly say, “100% of our agents attend our company meetings, use our tools and get five-star reviews. And 100% of our past clients return to do business with us.”

This article talks about how many real estate agents today are creating a perception in the eyes of our customer’s that as a whole we lack professionalism, integrity, and accountability.

This is why the 3 questions are so important. If you see Real Estate as a career then there are things you are going to do.

Show up every day ready to exceed customers’ expectations. Understand and have a process for working with customers that gives predictable outcomes. Running your business like a business. Being proactive and not reactive. Seeking to solve problems for your customer’s regardless of the net dollar outcome. Selfless and humble. It is these traits that have proven to create the most rewarding business in real estate.

Do you believe in your company? Does your company provide you with tools that help you to differentiate the value proposition to your customers? Is there an environment that enhances your drive to be better? Are your surrounded by others with similar drive and professionalism? You would be surprised the impact being around other successful people will do to your own business.

The most important question of all however is “Do you believe in yourself?”
If you don’t believe in yourself then the rest really doesn’t matter. How are you getting your mind in a place on a daily basis to show up with a can do attitude? Looking past the hurdles and only seeing a path of success. It isn’t easy, but needed. Life can be brutal and create obstacles that at times can look like an un-passable mountain. If you question yourself then these mountains can stop you in your tracks. Often we underestimate the power of the mind. It controls our path 100%.

I would ask you to think about each of these questions and then listen to that little voice in your head. Really listen hard to what it says. If there is a negative thought that comes out then that will be the starting point for you to know where your work needs to begin.

Posted on October 19, 2012 at 11:05 am
Michael Fanning | Category: Business today, customer services, Real Estate Related | Tagged , ,

It’s official I’m switching cleaners!

So today was the straw that broke the camels back. You might have read my prior post on poor customer services? Well today my wife sends me the e-mail she received from her cleaners. Keep in mind this isn’t a one time e-mail, this is on going and is such a great value add. When you add value and are relevant, guess what? You are noticed and become highly visible. So guess who is going to be getting my cleaning business starting this week?

Posted on June 7, 2012 at 11:27 am
Michael Fanning | Category: Business today, customer services | Tagged , , ,

It's official I'm switching cleaners!

So today was the straw that broke the camels back. You might have read my prior post on poor customer services? Well today my wife sends me the e-mail she received from her cleaners. Keep in mind this isn’t a one time e-mail, this is on going and is such a great value add. When you add value and are relevant, guess what? You are noticed and become highly visible. So guess who is going to be getting my cleaning business starting this week?

Posted on June 7, 2012 at 11:27 am
Michael Fanning | Category: Business today, customer services | Tagged , , ,

It was a poor customer services day.

 

You know customer services isn’t really that difficult. I’m always amazed at missed opportunities companies have to make our life’s easier so that we too will sing their praises. Well today I want to share with you 3 missed opportunities.

1. Windermere 76 Gas station. I recently was t boned in my car so I’m driving a rental car, bummer I know. This morning the light indicating low air in my tire was on so I pulled into the Windermere 76 station to get a bit of air. The air compressor wasn’t working correctly at the pump so I flagged over the mechanic that was working in the garage. He walked over and confirmed that the compressor was broken. I asked him if they repaired tires at this station? He said yes! I then asked if this compressor isn’t working then where do you fill up the tires you repair? Oh we have a compressor in the garage we use. Great! Might I be able to use that real quick to get a bit of air in my tire? Um we are real busy right now and our auto bays are full so no! Wow, really? I won’t be coming back there anytime soon for any type of auto maintenance what so ever.

2. Office Max delivery. Recently my wife and I ordered a file cabinet for the house form officer max. It had to be delivered. Knowing they would deliver when we weren’t home, I asked them to specifically call my cell number as I work close to where we live. This way I could be there when they delivered. Well today on my home phone number are 3 calls about a delivery we missed today as well as a note on the door stating that an attempt to deliver my order was made and now it will be taken back to the transfer station until I call to reschedule delivery. Ughhhhh! Ok I didn’t give them my cell number so they could call my home number. Sometimes you often wonder if the right hand is talking to the left hand? Did I mention this is after we waited a month to get the cabinet only to find out they had lost or initial order? Office Max delivery I give your services an F.

3. Windermere cleaners. I have been looking for a few shirts form some time now. Today when I walked into the cleaners they asked if I wanted to pick up my shirts. Mind you these shirts were part of a drop off I had over a month ago that I had already paid for. I said that I had been looking for these shirts. They replied with, “We wondered when you would be coming by to see if we had them”. Really? This is a cleaners 3 doors down from my work. I walk by their place daily on my way to my office. They know me by name. How hard would it have been to shoot me an e-mail or just stick their head out the door and say Mr. Fanning we apologize but we forgot to give you two of your shirts the last time you were in. I recently blogged about how great my Wife’s cleaners is, I just may be switching soon.

Posted on May 31, 2012 at 2:23 pm
Michael Fanning | Category: Business today, customer services | Tagged , , ,

Companies to talk about.

I know we all grumble about insurance. Well I know I do. I have to tell you that I won’t grumble anymore. The above photo is my car after it was T-boned in an intersection about a block from my house yesterday. ” No one was hurt and it was actually my neighbor who collided with me, I know great way to meet your neighbor.”

Directly after the incident I followed the directions on the back of my Geico insurance card and the process was like butter.

A very nice young lady took my call and first asked if I was ok, then said she was sorry I had an accident. She took all the information about the incident then went over my coverage in detail. Right then she set up a tow truck, a rental car, and then sent me a link via e-mail that allowed me to quickly upload images of the accident and give each image a description. She told me the tow truck would arrive at 8:30 the next morning and that my rental car was all taken care of. I just needed to pick it up. She then asked if I needed a ride to get my rental car? I have to say the services that Geico gave was amazing.

This morning the tow truck arrived at 8:30, at 9:00 the adjuster called me to let me know my car arrived at the auto shop. The person handling my claim called me as well. Asked me how often a week I would like to be contacted to keep me posted on the progress in handling the claim and getting my car fixed.

I know that when you see the Gecko it seems a bit cheesy in the commercials but their services is far from cheesy. I’ll keep you posted as we get closer to my car being repaired, but up to this point in the process I give Geico an A+. There is so much to be said for great customer services.

Posted on May 23, 2012 at 3:59 pm
Michael Fanning | Category: Business today, customer services | Tagged , , ,

Building relationships haven’t changed much!

 

 

Recently I read a post on Seth Godin’s blog that really hit home for me as I’m out trying to teach how to be social in today’s new world of micro interactions. Below is a quote to his blog, click on it to read the full post.

It’s still people. We still have one and only one thing that matters, and it’s people.”

There is so much today in terms of apps, social sites, I pad tools, you name it, I’m sure there is a app for that. There is one thing I know, and that is there isn’t an app that can magically make your relationships with your customer better. There isn’t a new unique listing search tool that will act like a magnet and attract customers to you! What makes your relationship with your customers better is being engaged with them. When I say being engaged with them what I really mean is adding value frequently and being relevant to what is currently going on in their life’s.

I don’t really care that you have a new listing or that you just had a great meeting with a potential buyer. How does any of that benefit me? What really matters at the end of the day is that you have been monitoring my pain and pleasure and then proactively you reach out to say “hey I care about what is going on in your life and would love to either help solve the pain you’re having or make you smile by doing something special for you.” There lies the secret sauce folks.

Believe it or not this doesn’t happen very often. NAR stat said that only 18% of Realtors ever follow up with their past clients.

My point to this post is that yes you need the cool wiz bang apps, and tools but what makes that customer Know, Like, and Trust you is how much you are involved in helping them get what they want.

Posted on May 16, 2012 at 10:33 am
Michael Fanning | Category: customer services, Real Estate Related | Tagged , , , ,