Click Here and Enjoy: Broker Agent News
Is it possible that you will have a dissatisfied client?
My friend Brain Tracy calls the real estate and mortgage transaction 'integrated complexity'.
It means that there are so many different people involved for so many different self-seeking reasons, that from time to time things happen.
As you know, it's not so much what happens to you in life, it's how you respond to it. I thought this letter might serve you sometime in your career, maybe not today, but someday.
Dissatisfied Client Letter Template
Dear Mrs. and Mr. Client,
Thank you for taking the time and having the courage to share your thoughts with regards to__________ and the service rendered. If we are not aware of the mistakes, we are unable to correct them.
I am genuinely sorry that we were not able to meet your expectations and it is obvious why as I read and re-read your letter. With your permission, I would like to speak to you by personal visit or telephone.
I know that we have lost you as a customer and it will not be my intention to get you back as a customer. My sole purpose is to learn and understand what we did wrong and how we can prevent this from happening again to another customer.
I have known _______for nearly 23 years and regardless of his/her honorable intentions, if his/her behavior communicated an 'unwillingness to perform', then it is important for us to learn how to change our behavior.
I understand your position and apologize for our failure in selling your home. If you would like to call me directly, the office number is 000-0000. If after hours would be more convenient, please call me at home at 000-0000. Learning from our mistakes is not easy, but it is the right thing to do.
Please call me at your convenience.
Very truly yours,
CEO BRO Realty
Corrine and Alisa Barlow are with Barlow-Williams Realty in Camarillo, CA.
They used this campaign, mailing 434 fliers at a cost of $180. Their hot-line drew 100 hits and two call-throughs, which led to one appointment. The campaign earned $16,000 in commissions.
Are you in the process of helping someone sell their home? This powerful flyer campaign is both innovative and effective.
Neighbors love to be nosey and the endorsement from your seller will pique their curiosity.
The first letter comes from your client just after listing and notifies people in the neighborhood that they will be moving.
The letter attracts interest and makes neighbors feel special because your client is informing them of the move before the "For Sale" sign goes up. You should target about 100 people in the immediate radius of the seller's home.
The most important thing is for the letter to come from the seller and not from you. Use the letter template below to make 100 copies with the seller's information and signature.
Now, be careful of the details! Print on plain, white stationary — nothing fancy. Use real postage, not metered. Use a plain, white envelope with no return address.
Listing Endorsement Letter
I Have Never Done Anything Like This Before
I am your neighbor, Mary, and I live at 12900 Willow Creek Road. My family and I have been living in your neighborhood for six years. We have loved living here and now we are moving.
You will notice a 'For Sale' sign go up next week. We have chosen Terry Hunefeld at ABC Realty to represent us in the sale of our home.
The reason I am writing you is to make sure you are the first to know that we are selling our home. If you have any friends, family members or perhaps co-workers who would like to live in your neighborhood, you might want to tell them about our house.
Wouldn't it be nice if you could pick your next neighbor?
Here is a phone number your friends can call: 555-1212, ext. 123.
When they call they will listen to a free recorded message that provides all the information on our home — and the best part is that they can call 24 hours a day, seven days a week.
You can also call 555-1212, ext. 123, anytime and listen to the message.
When we find a new owner I will write you again and give you all the details!
Do you want a script of what to say on the free recorded message?
When 20 or more people request a copy of the script, I will post it for everyone to read. Simply click on 'Comments' and tell me you want the free-recorded message script. When you see 20 people have responded then I will post it for you to use.
This would be a great reason to refer a few of the people in your office to joesjournal.com. It kinda feels like an ethical bribe, doesn't?
Neighborhood Alert Flyer
When the house sells, send the Neighborhood Alert Flyer to the same 100 addresses.
This is powerful because people love a scandal and they will be very interested in knowing what happened.
Again, mail in a plain, white envelope with no return address.
This double-hit strategy is unique. It attracts people who are in the cycle to sell and then move up to their trophy home. The nice thing about this program is the low cost and the high leverage.
It can bring in a $50-to-$1 return even if you get only one new client for every two listings. The key is to turn this into a system — not the 'idea of the day'. Are you ready to get started?
I have a new thought for you…I like new thoughts, don’t you?
My new thought is how to use three magic words when you are using my time-tested, highly effective, 4-option opener dialogue.
Here is the new magic!
Magic Words That Get Referrals
Mr. and Mrs. Client, I appreciate the time that you have committed to talking with me tonight.
Can you tell me how much time you have committed tonight to discussing the sale of your home, because I want to organize my thoughts and share with you what you must know, so it’s easy for you to know what your best option is?
Client: Joe we have about an hour.
So right now it’s 6pm. That means we should wrap it up about 7pm. If we need more time, we can discuss what to do then. Ideally, at the end of the hour, you can choose from any one of these four options.
Option number one is to do nothing. You may need more time to think about it or you might just change your mind and choose not to buy, sell or borrow and that would be fine with me.
Option number two is doing this on your own. Every year thousands of people buy, sell and borrow on their own.
Option number three is to work with a more traditional salesperson if my consulting model does not work for you.
Option number four is that you select me, because you believe I am your best option.
So in about an hour or so, I will say Mr. & Mrs. Client, what’s it going to be…
The three magic words, ‘your best option’.
On day two of the new Main Event, I will be demonstrating my new 10 Step Ideal Presentation Consultation and it is filled with magic words that bring referrals.
The next Main Event is in Las Vegas on July 12th, 13th and 14th.
'Let’s join Joe in Las Vegas' would be a great thought to have right now!
Yes, let’s go to Vegas and see the magic.
Thought you would enjoy reading todays' blog from mybyreferralonly.com. It was written by Dean Jackson.
You can find out more about Dean and his brilliance at deanjackson.com
The More Conversational You Are, The Better.
There are two keys to this. First, it's important to have a conversation with people instead of an interrogation.
The more conversational you are, the better. I suspect a lot of people go through the qualification process as if they have a list of questions they have to get through, and they're checking off the answers as they go.
The Five-Star Prospect elements are a guideline for what you're silently looking to find out during the conversation.
The more personal, caring, and helpful you can be during that conversation, the better.
Second, try to go one level beyond their transactional needs and connect with them as 'a friend in Winter Haven' – that’s a much more powerful goal for the conversation.
Joe Stumpf talks about this as a crucial conversation, and it’s absolutely true. This conversation will set the tone for the entire relationship.
Don't make it a race to get through as many topics as you can. When you actually connect with someone, take all the time you need to connect authentically with them.
I imagine by now you have already looked at the new “Total Solution” website, if not, call 800-950-7325 and schedule a one-on-one, hands-on tour.
I often hear leaders say, “I don’t like to let go of control.”
I use to use that as my excuse for not delegating or hiring people.
“I am a control freak,” I would say.
Today, I know saying, “I’m a control freak,” is a convenient way to say, “I don’t trust you!”
The more work I do on myself, the more I reflect on my core character, the more obvious to me and others it becomes that I have a ‘trust issue’ not a ‘control issue’.
Do you trust your friends, clients, and people you know to refer people to you?
Do you really trust them?
Here are some of my thoughts on the word ‘trust’.
• Trusting is taking our hands off the handlebars of an outcome. It is electing to extend the boundaries of our liability and believing the reward of trusting is greater than the cost of disappointment.
• Trusting takes someone at their word, expressing a belief they will follow through in all they promised.
• Trusting would rather think the best and be disappointed than believe the worst and then be shocked.
• Trusting is placing an upbeat spin on how we look at life.
• Trusting is welcoming new things into life. It is giving God room to filter, examine and work through uncertainty.
• Trusting is revealing more of us to others so they can let down their mask and share their humaness. It is being defenseless in a situation in order to gain the treasure of two-way respect.
• Trusting says, I believe in you and your integrity. It may give someone what he or she can’t give himself or herself.
• Trusting is believing in another before we see physical proof.
• Trusting is being exposed enough to pay the price of being taken advantage of. All to build a bond more precious than the loss of being let down.
• Trusting is giving another the opportunity to right a wrong, restore a confidence or grow a bond.
• Trusting is allowing God to transform a life that is flat-lined by control into a roller coaster of events that He promises to turn to good.
When you choose to build a referral business you are now saying “I’m trustworthy.” You can trust me to do a great job with anyone you refer to me. I can trust myself to do a great job with the people you send to me.
Growing your business beyond you is trusting.
Over the last 23 years, I have gone from doing all the work myself, trusting no one and only hiring 'yes' people.
That is people who were trained to say, “Yes”.
You have seen the WWJD bracelets. The joke in our company back then was, "What Would Joe Do?"
Today it is very different. I trust my partner Terry. I trust my Leadership team. I trust my friends. I trust my children. I trust you.
I got there because I now trust me.
Is it time to trust you?
Go For It!
Is it possible for you to use the "Open Letter To Joe's Journal Readers" as a template to help you write a letter to your clients?
Read it and then decide how you want to use it.
It could be a letter after buyers, sellers or borrowers agree to work with you or simply as a letter from the heart sent to your entire relationship base.
Either way, my intention is to model a possible client communication you can use.
Send me your drafts and I will help you wordsmith them, then post as samples for others to learn from.
I Want You To Know Who I Am And What I Believe Our Relationship Is All About
Dear Joes Journal Reader,
I have a set of 'Guiding Principles' by which I would like to conduct my life and have a relationship with you.
I hold my 'Guiding Principles' as a very important part of my daily experience.
Since you and I are now entering into a relationship where I serve as your advisor, guide and teacher, I believe it is important you know where I am coming from.
Especially since you are taking advice from me.
It is important you know what my 'Guiding Principals' are.
As you become more familiar with my work and you feel more comfortable communicating with me, I would invite you to email me your thoughts on what guides you in your life.
Here are my beliefs that guide my life and can also guide our new relationship.
Being An Advisor Is For Life
I believe you are seeking advice and counsel that will best serve your life. Therefore, I conduct myself as your Trusted Advisor for life, rather than as writer, author, speaker and trainer who is sending you emails or blogging daily.
I believe you read my blog for my energy, my insight, my wisdom and my advice. I do not take that role lightly. I am honored that I can contribute at this important level in your life.
I believe that only when I provide you with what you need and have earned your trust, then and only then, will you invest in my CD/DVD programs and attend my live events.
Connecting With The Heart Is Essential
I believe that the only way genuine communication can be given is when it comes from love.
Love is the best-kept secret of all.
I seek to come from the ‘heart’, which means I really care about you and I am willing to set aside my own agenda for you.
I will share things about my life with you.
You will get to know where my heart is and when you are comfortable, I invite you to share with me where your heart is.
I would love to know who you are and how I can best serve you through my daily writing.
Close Relationships Are Best
I believe that relationship bonding is how I best create lifelong relationships.
When I bond with you, you will then tell me everything I need to know to be successful inside our relationship.
However, if I just serve you as another reader of my blog, you will stick around as long as it is convenient, but will feel no loyalty. Therefore, with Joes Journal I choose to create a good, strong bond with you and remain professional.
Great Decisions Are Values Based
I believe that my decisions are easy when my values are clear.
Therefore, I will do my best to get clear on my values before I give you advice and insight.
I have experience in my 23 years of coaching that when I focus on my values I gain clarity, which gives me certainty, which ultimately provides me with the trust that I need to take action.
Speaking The Truth, I Become Trustworthy
I believe you have a hierarchy of trust within every relationship you’re in.
Therefore, for you to trust me, I have to extend myself by being available, by volunteering information, by sharing my personal experiences, and by making connections with my experiences and aspirations of you.
I believe that trusting you encourages you to trust me; distrusting you makes you lose confidence in me.
Building Competencies And Wisdom Is Crucial
I believe that when I combine my competency with common sense, good judgment, and lots of experience, I know you get my best expertise.
Therefore, I am constantly building on my core competencies and my inner wisdom, becoming a lifelong learner, so I can better serve you with daily insight and wisdom to help you become more referable.
These principles have been evolving since 1988, when I started the company By Referral Only.
They have been tested and challenged and continually prove to create enjoyable, healthful businesses and joyful personal lives.
I read a passage from Marian Williamson's book, “Return To Love”. I have reprinted this and give everyone who comes to my 3-day event a copy.
Each time I read it, it inspires me to be the highest version of myself. I now give you a copy and invite you to pass it on.
Our deepest fear is not that we are inadequate.
Our deepest fear is that we are powerful beyond measure.
It is our light, not our darkness that frightens us.
We ask ourselves, who am I to be—brilliant, gorgeous, talented, fabulous?
Actually, who are you not to be? You are a child of God.
Your playing small doesn’t serve the world. There’s nothing enlightened about shrinking so that other people won’t feel insecure around you.
We were born to manifest the glory of God that is within us. It’s not just in some of us, it’s in everyone.
And as we let our own light shine, we unconsciously give other people permission to do the same.
As we are liberated from our own fear, our presence automatically liberates others.
I look forward to writing to you daily for as long as you find value. I invite your questions and comments and will respond to each one of them in the timeliest manner possible.
Go For It
It's an interesting question, is it not?
If it is true, then I must ask myself, "How high is my character?"
Have you ever considered how high your character rates? Just wondering.
Take this quiz:
• Name the ten wealthiest people in the world.
• Name the last ten Heisman trophy winners.
• Name the last ten winners of the Miss America contest.
• How about the last ten Academy Award winners for best picture?
• The last decade's worth of World Series winners?
How did you do?
I didn't do well either.
With the exception of you trivia hounds, none of us remembers much about the headliners of yesterday.
Surprising how quickly we forget, isn't it?
And what I've listed are no second-rate achievements.
These are the best in their fields. But the applause dies. Awards tarnish. Achievements are forgotten. Accolades and certificates are buried with their owners.
Now, here's another quiz:
• Think of three people you enjoy spending time with.
• Name three people who have taught you something worthwhile.
• Name two friends who have helped you in a difficult time.
• List a few teachers who have aided your journey through school.
• Name a half dozen heroes whose stories have inspired you.
It was for me, too.
The people who make a difference are not the ones with the credentials, but the ones with character.
#1 Principal Of Referability
Character is how we see another when they open up.
It is analogous to the self. When the outer is an accurate manifestation of the inner, we say that one is 'congruent'.
When a person is outwardly what they are inwardly, an element of trust is developed on our part.
Character is to integrity, what self is to credibility.
The Best Characters relentlessly pursue excellence.
They go the extra mile so that in everything they do, in everything they say and think, they are striving for excellence. (Not perfection -- read yesterdays posting.)
The Best Characters have life-long habits of personal growth.
They must grow in their work, their intellect, their spirituality, and their relationships, in every area of their life.
And they discipline themselves to put themselves in situations where they grow.
Personal growth doesn't ‘just happen’. You choose to grow.
The Best Characters have a quest for leadership.
Someone has to lead - it may as well be the Best! Those who attain it get there because they must. They must lead and help make a difference.
And they must to be equipped with the skills necessary to lead others on to a better place.
The Best Characters leave a legacy.
They aren't in it just for themselves, though they will surely reap the rewards of being the best.
Rather, they build things that last beyond themselves - things that can be enjoyed by others as well.
The Best Characters make no excuses.
When they fail, they admit it and move on. They get back up and do it right the next time.
They let their actions speak louder than their words. No excuses, just results.
The Best Characters dare to dream.
While others live the mundane and settle into a life they never bargained for, a rut, the Best dream of a better life. And then they take the risks necessary to achieve their dreams.
Must you be the best at what you do?
Nothing really significant gets done in life until you find what you must do, not what you want to do, not what you need to do, not what you would like to do.
You get real inspired when you find the character inside you to do what you must do.
Take inventory on the above characteristics and then start moving to bring your life in line with the characteristics of the ‘Best’.
12 Character Building Affirmation
1. I love the thought that I do what must to be done even when it’s difficult.
2. I love the thought that I take responsibility for my choices, my actions and my consequences.
3. I love the thought that I know why I do what I must do.
4. I love the thought that I must be honest and true to my word, both to myself and to others.
5. I love the thought that I know my strengths and work from them.
6. I have decided that I know my weaknesses even better, and I avoid feeding into them.
7. I love the decision that I now recognize my choices and use them wisely.
8. I love the thought that I have developed my self-discipline and know how not to overdo it.
9. I love the thought that I have developed the ability to luxuriate.
10. I know when it's time to stop, and I am able to stop.
11. I love the thought that I know the difference between what I want and what I need.
12. I love the thought that I have clearly defined boundaries and I give equal value and weight to those of others.
"Watch your thoughts, they become words; watch your words, they become actions; watch your actions, they become habits; watch your habits, they become character; watch your character, for it becomes your destiny."
— Frank Outlaw
In the past, I often unwittingly sabotaged my own success.
I would do this with positive intent to protect myself from fear, pain or disappointment.
I would do an outstanding job for a client and they would say, “Great job, Joe” and I would say, “It was nothing.”
I would choose not to ask for a referral at that moment to protect myself from being rejected.
I wanted referrals, but I was working against my own efforts due to a hidden belief that said I don't deserve success.
To see if this is true for you, look at your life.
Do you find that you stop at a certain level of success?
Do you have an internal thermostat that causes you to cool down whenever you go beyond your comfort zone?
This is because you subconsciously won’t allow yourself to have any more than you think you deserve.
I am living proof that you can change what you believe.
I know that you can reprogram your brain. You can erase the past and create a much bigger future.
The first step is to admit that you have limiting beliefs that are holding you back from being the highest version of yourself.
Awareness creates its’ own momentum.
Go For it
My name is Joe Stumpf and I am a recovering perfectionist.
I am over-qualified to write this message to you today. Do you have any part of you that is a perfectionist?
If you’re like me, most procrastinators don’t think of themselves as perfectionists.
"If I’m a perfectionist, I would get things done," I say.
For me, perfectionism leads to a 'starts and spurts' performance, meaning that I can go on a cleaning spree or attack a task with great energy, and then slump back in exhaustion after having exasperated, irritated or alienated everyone around me.
I have also recently come to learn that my perfectionism is strongly related to depression and an extremely critical spirit.
Perfectionism is a form of rigidity or inflexibility that is marked by three major characteristics:
Each of these characteristics 'drives' the perfectionist to procrastinate.
For perfectionist procrastinators, the first step in dealing with procrastination is acknowledging and disliking these three basic tendencies.
My first step in recovery was to admit that my perfectionism was stunting my personal and professional growth; that my desire to always make my future bigger then my past would require that I embrace a new attitude called 'progress, not perfection'.
As a result of this new mindset, I get more done in a day then I did in a week.
Go For It – that is, progress, not perfection.
joesjournal.com just had it's 10,190 page viewed.
Imagine that in only 65 days!
What do you think the reason so many people world-wide are reading joesjournal daily?
I would love to hear your comments.
Use these seven powerful distinctions between Super Star and Super Servant on both the personal and business level, as a guide in creating the life you want.
1. Character vs. Persona
Character is our true essence.
Persona is our false sense of ourselves. Persona is temporary, while character is lasting.
When you align your true essence with the 'self' you project to the world, then you demonstrate character.
Our character is why others refer us to people they care about. If you prefer to spend your time in relationships, rather than on deals, you build a business based on character. People will do business with you because of what you offer.
People will refer business to you because of who you are inside
2. Service vs. Sales
To be of service is to seek joy in adding value to other people’s lives.
To sell is to conquer. The focus in selling is on getting the outcome you want, while the focus of serving is to find the outcome that is best for all.
The unconscious salesperson sells people what everyone else is selling.
The conscious consultant provides what the client wants. Your service becomes a system that creates referrals.
3. Commitment vs. Obsession
A commitment is a mission to make a difference in your own life and the lives of others. An obsession is unresolved issues that you are trying to avoid by burying yourself in work.
Your power as a Servant Leader comes from your commitment to the client, not from an obsession to be #1.
Clients recognize the difference and gravitate to the service provider who demonstrates a healthier approach to life and business.
4. Relationships vs. Deals
Super Servants count relationships, not deals. They know that relationships are the key to building a long-term, stable business. Super Stars count deals and are always focused on the future numbers instead of their current clients.
Super Stars create what we call an 'Adrenaline Lifestyle' – constantly chasing deals at the expense of their clients, their family and their health.
An adrenaline lifestyle attracts others who constantly operate in a crisis mode. Super Servants attract a better caliber of client, who also value relationships and want to be treated like a person, not a number.
5. Values-driven vs. Competition-driven
Our personal values are those aspects that we authentically hold close to ourselves.
Discovering your true values, then orienting your life to express them consistently, is the true essence of BY REFERRAL ONLY.
When your values are clear, your decisions are easy. As a Super Servant, your commitment is to remain true to your values while you help your client express or discover theirs.
When you’re not clear about your values, your motivation is competition – a drive that is usually based in anger, hurt or fear.
Decisions are more difficult and relationship bridges are burned in your wake.
6. Trustworthy vs. Liked
Being trustworthy means you take risks to do what’s right. Being likeable means others take risks. The foundation of trust in business begins with the three referability rules:
To be likeable is to say whatever is convenient in the moment without being accountable for your promise. A trustworthy consultant is a promise maker and a promise keeper.
7. Growth vs. Recognition
The BY REFERRAL ONLY philosophy is that life is great; it’s just life situations that are sometimes not so great. We believe that inner peace is more vital than outer accomplishment.
You can receive recognition externally and still have low- or no self-worth internally.
We believe business growth is having a great life vs. a fancy lifestyle. The purpose of your business is to give you more life, not just to provide you with a method of making enough money to fund a lifestyle.
Super Servants seek to constantly elevate themselves to new levels and in doing so, achieve what is really important to them financially, emotionally, physically and spiritually.
Why do you make promises?
Are you constantly in a ‘promise and deliver’ mode?
I have noticed many agents and lenders feel that if they ‘don't’ or ‘can't’ promise, they won't have the motivation or structure to deliver consistently. They need self-imposed pressure to perform.
This turns promises into deadlines, so that keeping your word becomes necessary. Of course, you should keep your word, but most agents and lenders give it too readily.
Some of the people you know might think they need you to make promises, creating a dependency. This type of promise and deliver system will cause you grief and stress.
I have learned that when I stop promising anything at all, I end my performance anxiety.
Promising less provides freedom.
When you promise less than clients are asking for and reduce their expectations, you have room to maneuver and the freedom to deliver something different (not just more), than perhaps either you or the client was expecting.
You can create and invent.
For example, instead of telling your client you are doing a virtual tour on their property, just do it. When it is complete, email them a link and set up a phone consultation to show them what you did.
Magic Words That Get Referrals
“Mr. and Mrs. Client, after I left your home, I started thinking what advanced marketing strategies I could apply to make sure the maximum number of prospects could see your home via the World Wide Web. So what I did was arrange a virtual tour of your home. My out of pocket expense is $150 and I believe it will be money well invested to help you reach your goals. Lets take a look at what the prospects will see.” Now show the tour.
Don’t Promise, Just Deliver
Rather than telling people what you can do for them, just be spontaneous and do something for them, without even offering to do it first.
Most people enjoy surprises and there's no delay or performance anxiety because there was no promise, just delivery.
When you tell them you’re going to do a virtual tour, now you must deliver beyond expectations. When you don’t tell them you are doing it and you do it, you deliver beyond expectations. The easiest way to get a referral is to deliver beyond the clients expectations, then ask for a referral using our Power Referral Dialogue.
The more pleasantly surprised people are, the more their voices will sing your praises.
You have heard me say under-promise and over-deliver. This is what I mean.
When you focus on delivering because you enjoy it, instead of delivering because you promised to, you are fed by joy instead of fear.
You're working from peace of mind, instead of striving to meet targets.
Can you realistically promise nothing and still be successful?
Yes, but you may need to start by under-promising and over-delivering.
The gap between these two is pure profit -- not just financially, but also in good reputation and self-esteem.
People think more of you when you deliver far more (of what they want) than they were expecting. That gap starts people talking.
If you delivered even the same amount, but had promised or over-promised it at the outset, the recipients would equally benefit, but they wouldn't be as impressed and they wouldn't talk about you.
This is a key distinction for anyone in business who wants to build a strong reputation quickly.
Promise almost nothing to your clients (just enough to close the sale), but then begin the engine of over-delivering.
Every time you over-deliver, you build up a reserve of self-confidence, self-esteem and referrals.
Dear By Referral Only Members,
Did you just click on the joesjournal.com link at your new By Referral Only, ‘The Total Solution Dashboard’?
Now you’re at joesjournal.com. This is a daily blog that I started about 6 weeks ago for you and the people you would like to refer to us.
Each day, or just about each day, I share a different insight, script, thought or whatever I’m noticing out there that can help you become more referable.
Look around and if you would rather listen, simply click, listen and learn on the audio dials.
Over the next few weeks I plan on making most of the post audio for you to enjoy my voice -- I know how much you’re looking forward to that! ☺
Again, joesjournal is just another way I can add value to your life and make your experience at By Referral Only, even more fulfilling than it already is.
Have a great day and have fun looking, listening and learning!
Oh, one more thing -- before you go to sleep tonight, share joesjournal.com with one of your friends in the business.
Inspired by adding value to your life,
Good Morning… it’s about 5am in San Diego.
Another wonderful day in paradise.
In about 3 hours, I will be going down to the ballroom to train 650 people just like you -- people who want to make a difference in other people’s lives.
But right now, I’m beginning preparation for our newest training. It’s our first ‘Member Only’ event.
You may or may not know, that on October 24th, 25th and 26th, we are conducting our first ‘Continuing Quest for Excellence Training: The Strategic Forum’.
What is most exciting is on day one, I will lead a session on advanced consulting, negotiating and overseeing the transactional detail.
As I was thinking about what I wanted to train on, I looked back into some of my journals and found a very valuable list of skills Thomas Leonard gave to me. Thomas was the founder of CoachU.com. He has passed on, but what he left behind lives on.
If you have been reading joesjournal.com regularly, you know I love words.
I love to teach and train agents and lenders to make money with their words.
Actually, what I train agents and lenders to do better than anyone else, is how to get their mind, heart and hands connected to their tongue.
I believe the most competitive thing you can learn is how to be a superior communicator.
It is a skill that is learned, not something you’re born with.
Have some fun now and take a look at this list of 10 advanced communication skills, then imagine attending our By Referral Only Strategic Forum.
What would it feel like to have the practical applications, along with all the scripting, to make your wildest dreams come true?
Try this. Grade yourself on a scale of 1 to 10, 1 being low and 10 being high, on each of these skills. Then imagine what it would feel like to be a ten in all ten.
You Know How People Hear You.
You are so fully responsible for how you are heard that you feel/get the responses and reactions that the person with whom you are communicating is experiencing. You do more than just speak well. You ask people to tell you what they heard you say, so you can make sure you are communicating clearly.
What You Say Fits Perfectly.
You don't make points just to make points. Instead, you feel what the other person needs to hear right then and you intuitively phrase the perfect thing to say. You do more than just ‘speak your truth’. To say that ‘it fits’ means it is true, useful and timely.
Everything You Say Expands A Person’s Awareness.
When you respond or give advice, the advice you give speaks both to the client's current situation or problem, but also expands their awareness without overwhelming them. You do more than just give good advice.
You Have a Highly Flexible Style.
You have access to the full range of communication styles, tones of voice, and can immediately move along the continuum in a way that serves the person you're communicating with.
You do more than just ‘be’ your personality. You can be a curious consultant, a pit bull negotiator and observant overseer of the transaction.
You’re a Weaver.
You can remember what a client has said 10 minutes ago and weave in the point you are making right now to include that, and to include what they said the last time you spoke with them.
You do more than respond to what the client is saying. You know the FORD conversation style trained at By Referral Only.
You’re Not Driven To Talk or Help.
You naturally seek to understand far more than needing to advise. You do more than try to make a difference.
You Don’t Babble; You’re Not Know as a Talker.
You speak very little, but when you do, it makes so much sense. You do more than talk. You give profound, insightful advice and ask thought-provoking questions.
You Have A Special Style.
You are warm and inclusive, but not effusive or loud. You are not flat or charged-up. You do more than speak clearly. You speak the truth.
You Can Listen and Speak At The Same Time.You are so able to immediately hear when the other person has heard what you're talking about, that you instantly stop speaking and get that they got it. You do more than complete a sentence.
You’re Not Trying To Get Your Needs Met.
You add to the space instead of consuming or displacing it. You do more than try to be special.
Go ahead; give yourself a grade in these areas.
Then click here to find out about the Strategic Forum.
Inspired By Adding Value To Your Life
Because I'm getting ready for the big San Diego Main Event this week I got up extra early today and started pulling through some of my old journals. I love to add new content to each Main Event to keep you fresh!
Anyway I came across these 10 communication ideas that I presented at a Mastery class about 4 years ago.
You may or may not know I have been spending more time during the Main Events training you on language skills, that is why I thought what a great time to post this at joesjournal.com.
What's it feel like to imagine advancing your language skills to a new level of competency.
Here is a good start. These are ten distinctions on what a skilled advanced consultant understands about the power of language.
Study it and if you have questions, let me know in the comment section.
Phrasing vs. Vocabulary
Vocabulary has to do with the number and quality of the words we use to communicate.
Phrasing is the ability to communicate ideas and deeper concepts.
An example of a great phrase would be; " I will represent your money like it is mine, and when it comes to to make you money or save you money I'm like a pit bull".
How Well You Come Across vs. What You Are Saying
How well you come across is as important as what you are saying.
Your tone of voice, pace, authenticity, energy, style and attitude matter.
Many folks try to have better things to say, but until they work on how they come across, they are less likely to be listened to.
Experiencing vs. Listening to the Other Person
Listening is a fairly passive process.
They talk, you listen.
There is a level beyond listening and it is called experiencing the other person.
When you ‘feel’ or sense what they are saying, not saying and what's going on over there, over here and in between, then you're truly listening because you are noticing and absorbing the entire interaction, not just the words.
Synthesizes vs. Mimics/Repeats
You know how some people speak in cliches or platitudes? Or that they say the same thing to everyone they chat with? They are called mimics or repeaters.They learn a good phrase and they use it!
Better to be prompted to say something based on whom you are talking with.
Let them influence you and evoke a customized vs. a stock response.
Awareness vs. Ignorance
This is pretty obvious. But you'll need to understand if the person you're speaking with is someone who even knows what awareness is or is sensitive to their environment.
If not, then adapt how you communicate to fit them, because they likely won't hear your more sophisticated approach.
Full Communicator vs. Appropriate
It's important to say all that needs to be said, yet say it appropriately.
This is quite different from saying only what's appropriate to say. Again, say what there is to say and find an appropriate way to say it.
Don't hide behind the ‘appropriateness curtain’.
English vs. Jargon
English refers to using simple words to make your point.
Jargon refers to using special or sophisticated words to make your point. Keep your jargon for use between similarly trained colleagues and be sensitive enough to adapt the jargon to English when working with clients or the public.
You can effortlessly switch from one to the other, if you're willing to. For example, you would not tell your clients they are about to ‘Go Green’ -- that is By Referral Only jargon.
Who vs. What
Consulting focuses on the who and the what. The ‘who’ refers to the client's values, innermost wants, and the complete self.
The what’ refers to linear goals, shoulds and needs. The typical salesperson works primarily on the what and so can the consultant, but only if the consultant comes from the who first.
Fully Respond vs. Partially Respond
When someone says something to you that rings true (whether you like it or not), take the time to really listen and discuss it.
Learn in that moment what there is to learn; don't just hear it, deflect it and figure you'll get it later.
Take the time to learn now.
Light vs. Significant
Do you come across light or heavy?
Do things matter a LOT to you or do you have faith?
Light speakers are listened to because what they are saying has little packaging or baggage.
What would it be like for you if every time you listed a property, the seller gave you a list of the names, addresses and phone numbers of the 20 people they know, like and trust?
Imagine a seller saying to you, “Here is a list of the 20 people that we love and care about. Would you please notify them that we will be selling our home?”
Imagine a seller saying to you, “Please let my friends know that we are selling our home and ask them if they know of anyone who might be interested in owning our home.”
Notice how you feel when you imagine a seller giving you their list of people they care about, because they want you to contact them and introduce yourself.
What would be the benefit to you if every seller you worked with, gave you a list of the 20 people in their second circle of life – with a letter of introduction?
Since many times a seller moves out of the local market, and when they move they leave behind their network of people, those are the people they would refer to you if they stayed in the local area.
Here is some great dialogue you can use to encourage the seller to gladly give you their list.
Magic Words That Get Referrals
“Now that you have chosen me to market your home, you will want me to use every possible vehicle I can, don’t you?”
“Here is a unique, advanced marketing method that can help you quickly find a great buyer for the house, and because you want me to quickly find you a qualified buyer, you maybe very interested in doing it and you may not.”
“What I do know is that the sellers that have used this method have been very pleased with the outcome. Let me explain it to you, and then you tell me if you want to use this more advance marketing method to assist you in getting your home sold.”
“The NAR – National Association of REALTORS, have discovered within their research, that 11% of all homes are sold through direct and indirect referrals.”
“What that means is, someone finds out that your home is for sale, then they tell another person who is interested in living in your neighborhood, about your home.”
“So it might happen that someone drives by, sees your sign, then tells a brother or sister or cousin or friend at work about your home. Then that person contacts me or their agent and 11% of the time, that is how your home gets sold.”
“So what I would like to do is unleash our full 100% marketing effort to get your home sold using my Direct and Indirect Marketing Strategy. Here is how it works.”
“In your life you know several hundred people. You have close friends, family members, and business colleagues. When you think about if you were to have a wedding today, you would invite a certain group of people to the wedding.”
“One of the things I’d like you to do is give me a list of just 20 of those people.”
“What I will do is let them know you’re moving, because they may know someone who might know someone, who might know someone.”
“I’ll write the letter as if it’s coming from you, put a feature sheet inside, pay for the postage and do the whole mailing.”
“The good thing about this is, we are now doing everything we can to expose your house to the most people who would be most likely to buy it, so lets give that a try.”
Now imagine walking out the door of the seller’s home with a list of 20 or more names of people who they like, know and trust.
The next step may not be so obvious, so let me explain how you treat that list with the reverence and respect your client would expect from you.
Step One. Draft a letter coming from the seller.
Would you like me to write you a letter? If you would, simply click on ‘Comments’ and request the letter. When I get more than 10 requests from 10 different people, I will post a great letter that you can use as a template for your sellers to sign, so you can send it out to their list.
Step Two. With the seller’s permission, you want to call each one of the people on the list and use the following dialogue:
Magic Words That Get Referrals
“Hi, my name is Joe Stumpf. Recently you received a letter from your friend and my client, Mr. and Mrs. Johnson. In the letter, they mentioned I was going to give you a quick call and let you know when we will be holding a special Open House for those special people they know and the people they may know. This Open House will be on June 12th, from 1:00 to 2:30pm.”
“You are welcome to bring as many friends as you like and we will be serving a light lunch, so do bring your appetite. We look forward to seeing you there.”
Then, answer any questions they may have about the home or the special Open House.
This is such a powerful strategy. It takes guts and courage to ask for the list, but if you don’t get it before they move out of the area, you loose your referral base and you’re stuck marketing to new people all the time.
Try it! Oh yeah -- 10 of you must request the letter, so refer some people to joesjournal.com and have them request the letter too.
Always Adding More Value To Your Life,
We’ve Never Written a Letter Like This Before,
And We Will Probably Never Do It Again!
Dear Bob and Sandy,
You may or may not know this, but we’ve decided to move to Kansas because of a great opportunity with a new company. We wanted you to hear it directly from us before you heard it through the grapevine. We have loved being your neighbor for the past 4 years.
We will miss seeing you and the kids. Luke and I plan to write, call and stay in touch and we hope you’ll do the same. Here is our new address: 2321 Hampton Hill, Salina, KS, 38728.
The reason I’m writing to you now is that our real estate consultant, Joseph Stumpf with BRO Realty, explained how people buy homes.
It was very interesting.
Listen to this.
Did you realize that 11% of all the homes sold in Jackson Creek are sold by word of mouth? That means somebody hears that our home is for sale and they tell someone who tells someone and so on, until finally the news connects with the purchaser.
Joseph asked us if we would let you know that our home is for sale. We’ve included a flyer with all the details.
I also gave Joseph your phone number and permission to call you and tell you when we are having an Open House for all our friends. It will be like a goodbye gathering. If you have any objection to him calling you, let me know and I will inform him.
Thanks for your help and if you want to post the flyer at work, or make copies and give out to friends, all the help you can give us would be greatly appreciated.
Mindy and Luke Evans
Sue Kalou included this survey with a recent client newsletter. This highly effective strategy gives her accurate feedback on how her past clients really feel about their real estate transaction.
Sue is on a quest to find out what qualities are most important to her clients, so that she can better understand their wants and needs.
As a result of this survey, Sue will gain a much better understanding from her past clients and from others on her mailing list about what their past experience was, and what they feel is truly important. To boost response, Sue offers a free ice cream at Baskin-Robbins as a reward for taking the time to fill out and mail in the survey.
Maybe you’ve heard me tell the story about the man who traveled a long way to spend a lot of money and invest a lot of time to learn how to catch monkey?
It was important for him to learn this life lesson, because he wanted to prove to himself, that he was willing to do whatever it took to achieve his goals.
He was also willing to let go of all the things he was hanging on to that was holding him back from achieving his goals.
Along the way, the man met a local expert who was skilled at the art of monkey catching.
He explained, “The easiest, most cost effective way to catch a monkey is to take a long stem Coke bottle and put a macadamia nut inside."
The man thought to himself how silly, but as the expert continued to show him, he changed his mind and thought this might be easier than he thought.
The expert showed him all he had to do was tie a rope around the bottom of the bottle and attach the other end of the rope securely to a nearby tree. It was important the rope was securely tied to the tree.
Then he set the bottle on its' side with the nut resting on the bottom.
To his surprise, sure enough, he watched a monkey walk up to the Coke bottle. He then watched the monkey smell the nut and get very excited about his future, favorite snack.
The monkey then forced its' hand into the bottle and grabbed the nut. He then tried to yank his hand out while gripping the nut.
What the man saw next absolutely amazed him.
Because the monkey had made a fist, it was now too large to get out of the thin neck bottle.
What he witnessed next was even stranger. The monkey would not let go of the nut. He just sat there trying to get his hand out, without the willingness just to let go of the nut.
The monkey was willing to die on the jungle floor, because it was not willing to let go of the nut.
I wonder what you get from that story.
Some people say it’s a simple point -- some people are nuts, and you must be willing to learn to let them go, because if you choose to hang on to them, they will drive you nuts!
I like that interpretation too, don’t you?
Imagine having the guts, the courage and the self-esteem, to just practice the willingness to let go of the people who are driving you nuts.
Of course, when I say people who are 'driving you nuts', I’m referring to the people who are not 'five-star prospects'.
Maybe you've seen my description of the ideal people to work with, maybe not. I call them 'five-star prospects'.
Here is a quick refresher:
1. They are people open to having a dialogue about what is important to them. They fully disclose all their financial history and are willing to answer fully and honestly all the questions they are asked.
2. They are friendly people. They respect that you work on a contingent basis and honor the fact that you are risking your time as much as they are risking their selection in you to represent their best interest.
3. They are people who know what they want. They have considered their options. If they are buying, selling or borrowing, they are looking for you to guide them, direct them and protect them. They want you to ask them questions, negotiate for them, and oversee all the details. They fully delegate to your expertise.
4. They are people who are clear that they are motivated to act on their dreams and goals now. They are focused on making things happen within the next 6 months or sooner.
5. They are people willing to commit to you and only you. They are empowered by your commitment to make their dream come true and commit their loyalty to you and your efforts.
So here is great lesson today on how to gracefully disengage from people who you chose not to work with.
Imagine using the following dialogue to release those people you simply don’t want to have a relationship with.
Reading the following statement 3 or 4 times will help you loosen your grip on the people you really need to let go of, so you have time to find the people you really should be working with.
Magic Words That Get Referrals
“Mr./Mrs. Client, I told you I was going to ask you a few questions and listen carefully to how you would answer them, and based on your answers I would let you know if I was the right consultant to serve you. Based on what you have shared with me, I will not be the right consultant to serve you. Thank you for giving me the opportunity to serve you. I wish you the best of success in your home buying/selling/borrowing experience."
Isn’t it nice to learn how to gracefully disengage from the people you choose not to work with?
You can easily release them. You can just let them go.
Go ahead and smile.
Feel good while you practice opening your hand and letting go, because you have just been given permission to not work with the people who might drive you nuts.
Try this today.
|Click, Listen and Learn|
I was looking through some of my old journals last night. I found this gem from September, 1993.
Someday, I will tell you the Jay Abraham story and the full Paddy Lund story. For now, I want you to benefit from this great referral dialogue.
Paddy told us how he grew his dental practice to be one of the largest in his country with a simple shift in attitude.
His shift was one of hoping people would provide referrals, to making it an expectation that his patients would refer someone to him.
Here is a referral dialogue I found in my journal dated 09/12/93.
Magic Words That Get Referrals
Mr. and Mrs. Client, my purpose is for you to be so outrageously happy with the level of service I provide you, that you will gladly refer two people to me before your transaction is closed.
I know you are going to be so thrilled with how we will serve you, that part of your responsibility in this relationship is for you refer at least 2 people to me who would like to do exactly what you’re doing.
Do you have the courage to speak into existence your desire?
I have taught this dialogue to thousands of agents and lenders.
Now, you be the judge.
Go For It!
You were never trained to ask for referrals and as a result, you never do it regularly.
I'm not going to tell you asking for referrals is a skill because you've have already discovered that.
What I will tell you, is it's like playing golf or playing the piano, it’s a learned skill. This is good news because it means that the more you practice, and the better coaching you get, the better you get at the skill.
Listen to this because it’s interesting.
Maybe you knew or maybe not, that highest paid people are actors and athletes. You’ve heard me say that, haven't you? But why are they the highest paid?
I imagine it's because they practice their skill more than any other professional, wouldn't you agree with that?
Stop and think about another key distinction. Consider the the difference between fear and excitement.
The key distinction is skill, is it not?
If you’ve ever snow skied, you know exactly what I’m talking about.
Imagine standing on top of that mountain looking down at that double diamond run, and because you have the skill, you want to race down that double diamond with lots of excitement, yahooo!
Now imagine you're standing on top of that hill and you're looking down at those double diamonds and your skill level is only ready for the bunny hill. Can you feel the cold chill of fear running through your veins that freezes you dead in your tracks?
If you’ve skied, you know this is true.
If you have skill, you’re excited.
If you don’t have skill, you feel fear.
Imagine the same is true when it’s time to ask for referrals, because if you don’t have the skill, you lock up. If you have the skill, you fluidly ask for referrals.
The sooner you learn the skill of asking for referrals, the sooner you’ll be more excited about business, about helping others and about your career. And the best way to become skilled and effective at asking for referrals (or anything), is through practice. Whether it’s managing a business, ice-skating, networking, writing or cooking, the way you get better is to spend a significant amount of time doing it.
Sometimes we like to think that there’s a secret that makes people effective at what they do. And if we could just acquire those inside secrets, we’d be stunningly successful.
Certainly there are many things you can learn from those who are more experienced. Yet there are no secret techniques, no inside information that can take the place of practice.
The mind, body and spirit are amazingly adaptive. Anything you do often enough, you will learn to do well.
There is no secret. It’s plainly obvious.
Instead of looking for the secret technique, just get busy and get some good, solid, real-world experience. Then you’ll have the ultimate in 'inside information'.
What you do with the skills you learn from By Referral Only, can make the difference between earning $100,000 a year and earning a million dollars a year.
And that’s exciting!
So, the first step in overcoming your resistance to asking for referrals, is to start asking for referrals over and over and over.
It doesn’t matter how you ask, just ask.
You have to ask!
Go For It!