Zannie makes a very interesting and valid observation regarding Peter's question and reveals the problem as well.
Zannie asks, "How do I know?"
Zannie"s expectation is cloudy with the expression, "Somehow?"
Peter asks, "How can we do better?"
Better than adhering to a set of rules of which the consumer has no knowledge, it would be better to ask the intelligent and probing questions needed to determine the 5, 6 and 7 that are the real motives of the buyer or seller needing your help. Elevating a buyer or seller to this higher version of themselves, where the best decision are made, reveals the real skill of a consultant as opposed to a sales person.
If operating at the highest level is not possible, simply establish a clear understanding of each ones expectation coupled with the promise to verify. In Zannie case, the most probable scenario was Zannie had no expectation therefore did not recognize if or when the expectation was meet and most likely exceeded. By accepting the responsibility of defining the performance level and providing the means to verify, we as professionals also create the environment that will assuage Zannie's concerns and create a raging advocate. A RAGING ADVOCATE!
As real estate consultants, we must accept the responsibly to enlighten our buyers and sellers even if they are drifting in a sea of foggie perception of what real estate professionals actually do..
I want to challenge my buyers and sellers to verify that what I said I would do is being done.
I want them to be astounded at what THEY see I am doing on their behalf....but of which I will never speak. I want them to catch me creating the situation that will assure their success. I want them to discover and embrace the assurance that if I can not do it, it can not be done.
They will come to realize that the axis of my business will shift to capture what is most important for them. But, none of this is possible if they will not accept the challenge to verify. Verification is not an embryo of fear. It is the opportunity to be caught doing something good when we think no one is looking. That is the private portal revealing one's character.
It is summed up in the cliche`
The smallest of deeds outweigh the greatest of intentions.
That's all I have to say about that,,
Annette Lawrence, Broker/Associate
Remax Realec Group
Palm Harbor, FL