Tag Archives: advice

Bringing In The Broker

I mentioned the other day that we’re getting Rancho Deluxe ready for sale. Part of that process is choosing a realtor. It’s a very important part of the process since the realtor is your guide. What work should we do on the house prior to listing? How much is a reasonable but aggressive asking price? Where is the local market and are the offers we get worth considering? It’s a job interview, even if the job is temporary. I thought some of what we found is applicable to any form of hiring, and that hiring might be personal (a job) or organizational (by a client). 

We got the names of three realtors from friends who had worked with them. Each walked through the house and scheduled a second meeting, the purpose of which was to give us their thoughts on the questions I mentioned, above. It was also a chance for them to demonstrate their thinking and competence.

Two of the three came back with folders containing listings of comparable houses to help us price. They gave us a good overview of the marketplace and described the buyer they thought would be looking at our home. The third showed up with nothing. When asked about comps she scrolled through her phone looking for some while we sat and waited.  While she could talk about the market, her conversation was very general and not specific to our situation (location, the age of our home, etc.).  Had it been a business meeting, I would have tossed her out of my office after 15 minutes.  The point is preparedness.  While Woody Allen may have said that 80% of success is showing up, I think showing up prepared is far better.  Needless to say, she was disqualified from consideration.

The choice between the other two came down to a few things.  Personality (with whom dd we feel most comfortable) was a big part.  How hard we felt they would work on our behalf was another.  While they each told us what they thought needed to be done to get the house ready, one of them offered to help us make those things happen by offering to hook us up with some reasonably priced contractors/handymen.  She didn’t just identify our issues; she offered to help us resolve them.  In addition, she described what money she would invest, putting her own skin in the game. It means that if the house doesn’t sell she is not just out the commission she won’t receive but also some funds she has invested herself.  That was the tie-breaker.

Each of those points – preparation, personality, problem-solving, and commitment – is something that should come up in any vetting process, whether you’re hiring or being hired.  How does each candidate stack up?  How do you?

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Eye Wanna Scream

I had an appointment with the eye doctor this morning.  It was a familiar experience, one that I wrote about 2.5 years ago in a post called Eye Yi Yi. Not a thing has changed – not the timing, not the staff ignoring patients and chatting over coffee, nothing.  I reread what I wrote then and it still applies.  I wish the doctor himself wasn’t one of the best eye docs in the state.  While the exam went longer this time, the principles haven’t. Great docs obviously don’t make great business experiences.  We can learn from this, however, no matter what our business might be!

Nothing like a bad customer experience with a medical professional to begin one’s day on a happy note!  OK, so I don’t wear sarcasm well, but it’s either snark or anger (it’s a fine line!) so I’m going with the former.  Let’s get your take.

English: A human eye after the pupil was dilat...

(Photo credit: Wikipedia)

I generally schedule my medical appointments early.  In fact, I try to be the first appointment of the day if possible.  In theory (and today proves it’s JUST a theory), I should be able to get in and out quickly so the entire day isn’t disrupted.  As it turned out this morning, not so much.  However, it is a nice lesson on how not to treat your customers.

The doc opens up at 8 which is the time of my appointment.  I present myself on time, walk to the reception desk, and am greeted with…nothing.  Oh, the receptionist is there, but she’s arranging papers, printing out forms (and not the day’s calendar of appointments – that’s sitting in front of her), and generally doing her best to ignore me.  After a minute or so, there’s a mumbled “I’ll be right with you”.  Three minutes later (I only know because it was 5 after 8 when she spoke to me) I get a “yes?”  OK, so I get it’s a little weird that I’m noticing how long I’m waiting, but remember the premise:  first in, no waiting, out quickly.

I tell her “I’m Keith.”  “Last name?”  My immediate response:  “the schedule is right in front of you. How many people named Keith are scheduled to be here at 8?” stayed inside my brain while I told her.  “Have a seat.”  8:06

I know who is going to examine me and she’s right there in the office.  Chatting and drinking coffee.  For the next 10 minutes.  8:16 is when I was called into the exam room.  I don’t generally bill by the quarter-hour, but if I did, these folks would now owe me more than I’ll owe them for the appointment.  It was a 5-minute eye exam, and when I asked about some results she informed me she didn’t have my chart because the doctor had it at his house.  Oh.  But he’d be right in. OK.

5 minutes later, in walks the doctor, chartless.  Looks at the results of the exam, takes a quick look at my eyes, and says he’ll call me but if he doesn’t I should call him to discuss the results.  Visit over.

Here are my takeaways that I think apply to any business:

  • An appointment is something that’s binding on both you and your customer.  You expect them to be there on time, you need to be as well.  I totally get that people might be delayed due to traffic or other issues.  Which leads to the second point.
  • When you break the above agreement, a little apology is called for.  I got none.
  • The person greeting customers (and patients are customers!) needs to be personable and customer-focused.  Grumpy, even first thing in the morning, is never acceptable.
  • When you are not prepared, don’t put the onus on your customer to fix your mistake.  Not having the chart is your problem – don’t make it mine by asking me to call you.
  • Finally, no customer should ever leave your business angry.  Not ever.

Maybe I’m overreacting, but compare it to yesterday’s experience.  I walked in at the required time and within 5 minutes I was out of the waiting room (in the middle of the day in a busy office) and into an exam.  Well-run businesses are easy to spot!

That’s my take – what’s yours?

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Filed under Helpful Hints, Huh?

Distracted

I read a lot of articles every day.  OK, the truth be told, I skim a lot of articles every day (usually over 1,000).  I read far fewer.  A few things struck  me as I rolled through my RSS reader this morning (I use Feedly).  The first is the repetitive nature of reporting.  Once something is said on one site it seems to show up within a few minutes on another.  The repetition isn’t limited to cross-site activity either.  Many sites will publish the same material again an hour after they first do so.  I’m not sure if they’re A/B testing headlines or what but to me, it’s just clutter and noise.

Another thing that struck me is the sensationalist nature of many of the headlines.  I totally understand the need to stand out in the cluttered media worlds through which my feed orbits, but there is a huge problem with it: distraction.  The headline might be screaming “fire” but as you dig into the article you inevitably find that it discusses the possibly of a fire if several unlikely scenarios occur.  The real issue for many of us is less about the time we waste reading the article than it is the repercussions that ensue from people who don’t.

Think about how often a higher up in your company or a client reads the headline (or worse yet, hears about it from someone else) and pings you for information.  Maybe it’s a chain of emails (each of which takes time to craft) or maybe it’s a phone call or two.  It’s a fire drill that takes time away from the things on which we should be focused.  They’re neither urgent nor important. They’re a distraction.

I don’t love the screaming headlines.  They lead to fire drills which lead to distracted, nervous businesspeople.  It’s a truism that we can’t chase everything nor solve every perceived or potential problem.  I try to scrape off the hype, find the facts, measure them against my current goals, strategies, and tactics.  At that point, I can either toss it (which is usually what happens) or update my thinking.  I don’t get distracted.  You?

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Filed under Consulting, Thinking Aloud