At first glance, real estate appears to be about property: homes, industries and commercial projects. But in the end, it’s really all about people — the people who build, the people who sell, and the people who want to earn a living or raise a family on the land.
People are the most important metric for any business. That is why customer service is so important. As a customer service representative at AccessEasyFunds, I know that the client experience is key to the success of any business, and a yardstick by which any business leader can measure progress. A salesman named Dale Carnegie knew this well. Based on his own observations, he published a revolutionary book during the Great Depression titled, How to Win Friends and Influence People. Nearly nine decades after he wrote it, the success of any business is still based on successful human interaction. He outlined these key principles for forging close business and personal relationships: • Don’t criticize, condemn or complain • Give honest, sincere appreciation • Arouse in the other person an eager want • Become genuinely interested in other people • Smile • Remember that a person’s name is to that person the sweetest and most important sound in any language • Be a good listener. Encourage others to talk about themselves. • Talk in terms of the other person’s interests • Make the other person feel important — and do it sincerely • The only way to get the best of an argument is to avoid it • Show respect for the other person’s opinion. Never say, “You’re wrong.” • If you are wrong admit it quickly and emphatically • Begin in a friendly manner • Get the other person saying, “Yes, yes.” • Let the other person do a great deal of the talking • Let the other person feel that the idea is his or hers • Try honestly to see things from the other person’s point of view • Be sympathetic with the other person’s ideas and desires • Appeal to the nobler motives • Dramatize your ideas • Throw down a challenge • Begin with praise and honest appreciation • Call attention to people’s mistakes indirectly • Talk about your own mistakes before criticizing the other person • Ask questions instead of giving direct orders • Let the other person save face • Praise the slightest improvement and praise every improvement. Be “hearty in your approbation and lavish in your praise.” • Give the other person a fine reputation to live up to • Use encouragement. Make the fault seem easy to correct. • Make the other person happy about doing the thing you suggest. You may recognize one or more of these techniques as something you’ve seen successful people practice in your own personal or business life. Or you might have noticed some very famous people following this road map. For example, Warren Buffet is a graduate of the Dale Carnegie Institute course that is based on the book. He credits it with teaching him the mechanics of building rewarding relationships by showing others they are respected, appreciated, and important in his eyes. I am an accountant by training, and the founder of my own business, Larry Weltman Consulting. And yet, even now, the professional title I am most proud of is “customer service representative” at AccessEasyFunds. That is because to represent the customer is to advocate for the success of a business, and to strengthen the integrity of the quality of the service provided. At the end of the day, a business will either thrive or fade away based on the true reality of the customer experience. Comments are closed.
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AuthorLarry Weltman is a Customer Service Representative for AccessEasyFunds Limited, or AEF, an Ontario-based firm Archives
November 2022
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