It’s Monday following Hurricane Irene and I’m reading facebook posts, twitter tweets, blog posts and news stories and it hits me.
The common theme today seems to be what a “mild” or “lame” or “insignificant” hurricane! One of my friends even called it a “Snoozer” when I asked how she managed. Unless of course you are the news media, in which case flooding in Vermont is the worst in 100 years.
Now take a step back and revisit the last few days and lets just call this weekend a couple of days of really nasty thunderstorms. Think about what the reactions would be. I’m certain folks would have considered the last few days on the east coast some of the nastiest thunderstorms they have experienced. Huge winds, tons of rain, flooding in some areas, 10 deaths for goodness sake!
But turn on that word Hurricane and the conversation shifts. It’s all about context and perspective, isn’t it? The President even declared a federal emergency in New Jersey a day before the hurricane was due to hit because it promised to be “an historic storm”. Now I don’t want to get into a discussion about FEMA and the President here so don’t even go there.
Now think about how you describe the things going on around you in your business. When you talk about the complexities of a short sale, do you sell the hurricane or the thunderstorm? Does your client call in FEMA(their attorney) or do they let you help them?
When you begin working with a client do you talk about how easy you are going to make it for them? Do they seem unreasonably upset when there is an issue on the home inspection report? Did you set up the scenario properly or were they expecting smooth sailing?
Choose your words wisely, my friends. they are so very important in determining how your client reacts to the events of the day. Set realistic expectations and manage the satisfaction of your client from “hello my name is” to “enjoy your new home”.
Remember what Billy Shakes told us. ”All the world’s a stage…” Make sure you are the Oscar winning director rather than the gal who directed Ishtar.
Andrea Geller
August 29, 2011
It is all about being careful with your words and managing expectations. Very thoughtful post
realestateblogguy
August 29, 2011
Thanks. I really believe people often do not think through the consequences of the words they choose.