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Faking Happiness


I read in a recent real estate news publication that the NSW Minister for Fair Trading, Anthony Roberts, warned real estate agents to be sure they can prove that the glowing testimonials and endorsements on their websites are from genuine customers. He warned of fines to a maximum of $16,500 for corporations and $3,500 for individuals.

Mr Roberts said that such endorsements are a crucial sales tool, and in this he is correct.

Brian Tracy says that the two most powerful client persuaders are guarantees and testimonials; there can be no doubt that potential clients are more likely to believe what your clients say about you than they are to believe what you say about you.

But how hard is it to get a decent testimonial without faking them? I don’t think it’s that hard at all. Faking happiness is the low road.

Sure, you need a happy client, and preferably a lot more than one, but even the worst agent manages to make a few clients happy.

We believe that a constant flow of recent references from happy clients is so important that we’ve made it a monthly target for salespeople. We use these references in our marketing and have no fear of them being checked for authenticity.

But the secret is to get them. In spite of setting monthly targets for references, the leaders we work with say it is not easy, happy clients or not.

Our leaders say:

  • They have to nag salespeople to get them to ASK for references.
  • They have to nag salespeople to FOLLOW UP until they get their references.

So why do well-trained salespeople with happy clients need to be nagged to get references?

I believe it can be only one of three reasons:

  1. Laziness. I don’t buy this. Lazy salespeople should be fired. They take up space and set a bad example for others on the team. Laziness is often fear in disguise.
  2. Fear. This is more common. Salespeople claim to be lazy or busy, but most often they are scared to ask questions they fear will bring forth rejection. But being scared to ask for a reference is downright negligence.YOU HAVE A HAPPY CLIENT. OF COURSE THEY WILL BE HAPPY TO GIVE YOU A REFERENCE… IF YOU ASK.
  3. Not understanding how important references are. This is a big one. If salespeople really believed that references from happy clients were such a crucial tool for convincing new clients to list with them, they would get more references. It’s a matter of understanding the massive advantage of having happy clients speak for you, and then moving references up your list of priorities.

Think about this. A client asks you this question: “What’s your service like?” How do you respond?

Typically salespeople say something like, “Excellent”. Just like every other salesperson.

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Pittard


Suite 71, Level 4
330 Wattle Street

Ultimo NSW 2007
Australia


Mailing Address
PO Box 2045
Strawberry Hills NSW 2012


: (02) 8217 8500
Fax: (02) 9281 4198
AUS Free call: 1800 663 600
NZ Free call: 0800 448 065
International: +61 2 8217 8500

: info@pittard.com.au

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