A recent survey showed most of us spend less than 4% of our time interacting with a customer or potential customers.
According to Peter Sheehan, a leading expert on generational change and business performance it is time to get back in touch with the importance of the relationships you have with the customer. Highly protect the one thing that can never be outsourced: the relationship you have with the customer.
The challenge in today’s high tech world: “stop thinking in terms of how you interact less with the customer, and start thinking about how you interact more with the customer.
In the next 24 hours, keep a rough journal of your activities. At the end of the period, estimate the following things:
1. For the time spent on customer service related activities what percentage was focused internally on administrative non-customer related items? What percentage was spent putting out fires?
2. What percentage was focused externally on customers? What time was spent making a genuine connection and building your relationship with your customers and staff?
A study of a large agent group indicated time spent as follows:
4% client interaction
14% misc. activities
13% cell phone
12% web-based activities
This exercise gives you some very powerful insights into where you spend your time and offer some ideas on where you might refocus it moving forward.
Sasha Jam, JPAR San Antonio, TX is my special guest today on Success from Scratch. As an immigrant from Sweden, Sasha explains how he migrated to the U.S. and started his career in real estate. He elaborates on how he may not be the smartest or wealthiest in the room yet he is the most persistent and dedicated which has allowed him to help over 20 families buy, sell or invest in real estate this year.
In addition, Sasha runs a rehab business creating an additional 14 opportunities annually. Learn more by watching NOW.
“There is only one speed in this business… and that is GO! ” ~ Sasha Jam, JPAR San Antonio, TX
Happy Monday. Have you ever been too busy to stop and get gas? How did that work out for you?
As we start the week, can you relate to this story:
Once upon a time, there was a strong, ambitious young woodcutter who needed work. She traveled to the nearest timber merchant and asked if she could secure a job. The timber merchant could sense the woman was a hard worker and decided to give her an opportunity. “Meet me here tomorrow at daybreak,” the merchant said.
The young woman arrived the next morning where the merchant led her to a dense patch of trees in the nearby forest. “Chop down as many trees as you can today and meet me just before sunset.” The young woman chopped down 18 trees that day. The merchant was impressed. “Well done!” he said, “You are the best woodcutter we have!”
The next day the young woman returned, feeling even more motivated. Her muscles were sore but her ambition was strong. She chopped down 15 trees the second day. On the third day, the young woman arrived before daybreak and stayed until she could barely see the tree she was chopping down. She cut down only 9 trees that day. This pattern continued over the coming week.
“I must be losing my strength,” the young woman thought to herself.
The next week her boss met her in the early morning hours and told her she was fired. The young woman was upset and scared about her future. But she knew she worked as hard as she could and just didn’t have enough time to chop more trees. Her head hanging low, she handed her axe back to the timber merchant. The merchant took one look at the axe and said, “When was the last time you sharpened your axe?” “Sharpen my axe?” the young woman replied, “I’ve been too busy trying to cut down enough trees to sharpen my axe.”
I’m curious… can you relate? If so, how can you sharpen your axe this week? Consider this:
Abe Lincoln’s productivity secret was to use sharper tools to get the job done more efficiently. He said: “If I had six hours to chop down a tree, I’d spend the first four hours sharpening the axe.” Lincoln, who was a skilled woodcutter before becoming one of the most important presidents in US history, probably meant this both literally and figuratively. Inefficient tools waste your energy. It’s better to spend the majority of your time finding and cultivating the best tools for any task.
If you have 10 minutes, you might consider investing in watching this classic video from Stephen Covey on big rocks and little rocks… no endorsement of the YouTube channel here, it’s just the only one we could find that still has this classic video. It’s worth your time, watch it!
Greg Cunningham, Dallas, TX is my special guest today on Success from Scratch. Greg shares how his life long dream of being a soldier – an Army Ranger – translates to being a high performing real estate professional. He shares how he had many tools to make the transition yet he was applying them in the wrong way. Through the help of a mentor, coach and friends he has learned to create and serve over 40 families with buying, selling or investing in real estate annually.
Greg also shares how he structures his time, delegates work flow and collaborates with his direct and extended team members. Learn more by watching NOW.
“I fanatically protect my time so I can focus on what I do best…lead generation.” ~ Greg Cunningham, JPAR Team Leader
As we close out the year, I was reminded of a previous blog post that is well worth posting again. As many of us are thinking about the New Year, resolutions and what’s possible. Here’s a quick question for you to consider:
“Do you prefer the pain of discipline OR the pain of regret?”
Research shows that we regret those things we have not done MORE than we do the things we have done. Can you relate?
What I’ve experienced personally and observed in others is, procrastination blocks us from creating to the fullest the business and life we want. You already know, the main reason we procrastinate is that taking action can cause us a certain amount of “pain, a certain amount of discomfort.”
Coaching clients have shared with me, “I’m avoiding undertaking certain tasks because of the risk of shame, vulnerability or failure. Taking action means we might be making a mistake or we might fail. Let’s face it, it’s easier to not take action and avoid the pain of looking less than perfect. Thus, many of us instinctively retreat to our comfort zone and miss creating our ideal business. Basically, in trying to protect ourselves from failure it’s easier to erect our own barriers to success. Can you relate? If you’ve ever been in this place – as I have – how do you get out?
Psychologist call this a strategy of self-sabotaging. Research shows, that by creating impediments that make success less likely, we protect our sense of self-competence. And believe it or not, we as humans tend to do this more when the stakes are the highest.
So how do we procrastinate less and take action more? Practice… practice taking action faster and more often. Get an accountability partner and join a mastermind group. By taking more small steps that lead to bigger steps you’ll build the “take action muscle.” By creating an accountability partner and mastermind group you’ll have others who can help you discern what is an excuse and what’s not.
2. Make your goal tangible and specific. “Grow my business” sounds great but is also meaningless.”Land five new clients a month” allows you to determine exactly what you need to do to land those clients. Always set a goal that allows you to work backward and create a process designed to achieve it. It’s impossible to know exactly what to do every day when you don’t know exactly what you want to achieve.
3. Make it matter to you! If you want to get in better shape so other people will think you look better at the pool this summer, you’re unlikely to follow through. Ultimately, who cares what other people think?
Yet, if you want to get in better shape because you want to feel better, and feel better about yourself, or to set an example for your kids, or to prove something to yourself…then you’re much more likely to stick with it. Now your goal has meaning–not to your doctor, not to strangers at the pool, but to you.
4. Make it positive. “Stop criticizing other people in meetings” is a great goal, but it’s a negative goal. It’s a lot harder to give up or stop doing something than it is to embrace a new and positive challenge. Example, setting a goal like”stop eating sweets” means you constantly have to choose to avoid temptation and since willpower is often a finite resource, why put yourself in a position of constantly needing to choose?
When you pick positive goals, you’ll be working to become something new rather than avoid being something you no longer wish to be.
5. Focus on the process, the DAILY process. All incredibly successful people I’ve worked with have one thing in common… they set a goal and then focus all their attention on the process necessary to achieve that goal. Sure, the goal is still out there. But what they care about most is what they need to do today–and when they accomplish that, they feel happy about today.
So, I’ll ask again, do you prefer the pain of discipline OR the pain of regret? The choice is yours.
Do you have a question, theme or topic you’d like to see in a future blog? Let me know, until then #WinTheDay and remember what Abraham Lincoln said: “Folks are usually about as happy as they make their minds up to be.”