Exceed Expectations

Are you someone who consistently goes the extra mile and routinely over delivers on your promises? It's rare these days, but I've found it to be the hallmark of successful new home salespeople who know that exceeding expectations helps them stand above the crowd. Almost by force of habit successful salespeople just do more. As a result they not only sell more homes but earn more income and become more self-confident, more self-reliant and more influential with those they come in contact with.

During your career as a new home salesperson you will be asked to do things that others are unwilling to do. How willing are you to go the extra mile? Consider the following story I read in Jack Canfield's book, The Success Principles and then ask yourself what you are willing to do to exceed expectations.

Go the extra mile

"Seattle-based Dillanos Coffee Roasters roast coffee beans and distributes to coffee retailers in almost 50 U. S. states. The company has six core values that guide all of their activities. Number two on the list is "Provide an extra mile of service, always giving the customer more than they expect''.

Dillanos always ships their roasted beans by UPS but in 1997 UPS went on strike, thereby, putting customers at risk. Dillanos considered the option of using the post office, but the company had heard that the post office and Fed Ex were overworked because of the UPS strike, and they didn't want to risk the beans arriving late. So Dillanos rented trailers and drove orders to their customers.

One customer 'Marty' received his 800-pound coffee order after Dillanos management drove 17-hours from Seattle to Long Beach, California then turned around drove back, got more coffee, drove down the next week, and delivered it again.

That kind of commitment to go the extra-mile - a 2320 mile round trip - turned Marty into a loyal long-term customer. And what has that meant to Dillanos? In just 6 years, Marty's four stores grew into a 150-store franchise with retail operations in nine states. Marty is now Dillanos biggest customer. Going the extra mile paid off for Dillanos."

What you can do to exceed expectations

Bridge your customer's needs to your needs: New-home selling is intelligent conversation between two parties who have a similar goal in mind - the purchase and sale of a new home. This goal is reached only when you and your prospect discover common points of interest that bring about alignment and agreement. These two critical issues require a simple formula before they occur: In order to lead you first must be willing to follow.

Balance the relationship between you and your customer: Understand that successful new home selling is the result of excellent communication skills, not a critical-path selling process. Understand how people communicate with each other, and learn what communication skills work best in most interpersonal situations.

Find common ground between you and your customer: An experienced horse rider knows that a horse resists attempts to control it until it is comfortable with the rider.  Any attempt to control the horse before that could end in the rider getting thrown off. 

In a way your customers demonstrate similar behavior. Initially they don't want to be controlled. They want freedom to explore your homes and community and reach a comfort level consistent with their buying motivations. Any attempt to control them before they're ready could raise their defenses and cause them to move away from you.

Participate in your customer's total buying experience: Once you ask your discovery questions and have listened carefully to the responses, you're ready to enter the territory (model home and community) with your customer. Your desire to part of your customer's total buying experience separates you from the competition.

Control what you can - let go what you cannot: Learn to let go of what you can't control and to work with what you can. Keep reminding yourself that most of the people you meet sincerely want your help. Focus on them, give them the best you have, and you'll experience new home sales success by exceeding your customers expectations.

You can learn more about these ideas in my book, Building Results - The Ultimate How-To Guide for New Home Sales.

Bob Hafer has been a leader in the new home building industry for 36 years. His extensive experience gives him unparalleled insight into the mysteries and marvels of new home sales. His background includes success in consulting, management,administration, sales, marketing, merchandising, research and sales training. View Bob's Profile or visit www.BobHafer.com for more details.