SERVING OUR CLIENT
In the first lesson we were introduced to the distinction between a customer and a client.
A customer is being sold to; a client is being served.
A customer comes to me to buy what I have; a client comes to me seeking a consultant to advise and assist them in accomplishing their goals of buying anything, anywhere.
To a customer my mission is to sell what I have been told to sell; I help a client buy what is best for them regardless of who has it for sale.
One of my goals in selling to a customer is to get them to spend the most money possible at my store (now and forever); my goal for a client is to professionally help them buy whatever they choose with the least risk and for the greatest value.
My primary focus in selling to a customer revolves around my business and my income; my focus for a client is what is best for the client. I am not product centered or personally centered; I am client-centric.
DIFFERENT FROM CUSTOMER SERVICE
You get the picture… I am not saying that selling to customers is improper nor that it should be a despised occupation. It is just different. If I am the owner of a book store, then I want to hire employees to sell my books. I want them to be knowledgeable and strategic in selling as many books as possible for the hours they work. Of course I want them to be ethical and to encourage repeat business so I do not want them to be offensive in any way. But I am hiring them to get a specific job done.
[blockquote align=”right”]I am client-centric. My primary focus is what is best for the client.[/blockquote]
When I work for a client, I should not care if they buy a home listed by me or a home 25 miles away listed by another agent. If I am a good servant, I will close that sale and collect the commissions offered by the seller. In the same way, as a listing agent I will market the house I have I have been commissioned to sell to all of Oregon’s 14,000 real estate agents who could bring a buyer to my home! I am not ‘manipulating’ anyone, only doing the best job of exposing the listing to all the buyers’ agents out there (as well as to the public).
Even if I get a client who wants to buy my listing, I will still strive to do the best for that buyer. If I am a great servant, then even if the buyer chooses another home, I will eventually get paid; another agent will bring the right buyer to my listing and I will be paid from that sale.
Because you are working with clients, there is much to learn to become a skilled consultant and servant. We have much to say about this soon.
Randy McCreith, Principal Broker Bella Casa Real Estate Group Direct: 503-310-9147 firstname.lastname@example.org