You Want Me to Do What?

Do you work for someone else or are you an independent contractor? If you’re a Realtor, chance are, you’re not working for a company or brokerage as much as you work WITH them. No one can tell you what to do, when to do it or how to do it. Realtors love the job because it’s different every day but at the same time, many Realtors struggle with achieving success because it’s different every day.

Who’s in Charge?

As your own boss, much of what you do is strictly based on what you’re striving to achieve as a Realtor for your clients, community and individual culture. So how much of an impact can an independent contractor have on other agents or people in his/her community? How much impact can your community or other agents have on you?

When everyone is striving to “raise the bar” when it comes to service, marketing, image and all the other aspects of delivering a “memorable experience,” it helps to bring the overall perception of the consumer to the forefront.

Earning Top Marks

This afternoon I was touring the city of Seattle with my good friend Linda Aaron. Linda is a long-time Emerald City resident and proud of the city which boasts amazing neighborhoods, views, people, shops and restaurants. So after we finished visiting the iconic Pike Place Market, we decided to grab lunch at one of the many local restaurants in this bustling daytime community. We chose a place called Cutters Crabhouse.

After a wonderful meal that was complimented by great service, I went to use the restroom. Upon entering I saw a man wearing a suit jacket cleaning the counter as if he worked there. I even joked that I had never seen a  janitor or bathroom attendant wearing a suit in a while. The man just laughed, finished his task and took off.

Upon leaving the restroom I asked the maitre D’ who the man was.

“Oh, that’s Mark. He’s our general manager” whispered the young man.

“Well, can you tell Mark I’d like to see him,” I asked.

Was There a Problem?

If you want to cause stress and aggravation from almost every business in the US, ask to see the manager. That usually causes enough angst and anxiety among those in a leadership position (or someone right underneath  them) to run instead of facing the issues.

When Mark sheepishly approached me this afternoon, I could tell he wasn’t sure what I was getting ready to ambush him with. He confidently stuck his hand out, smiled and introduced himself. I did the same and told him that in my current role, I seek out opportunities to recognize awesome customer experiences. In fact, he was the one I wanted to recognize.

His unwillingness to leave a men’s restroom (that needed attention) without a freshly cleaned, image-conscious appearance was what caused this blog post. In talking to Mark, we found that he didn’t think what he did was anything “out of the  ordinary.” In fact, he was quick to point of that what he did was nothing compared to the head chef sacrificing her knowledge and pride to be a simple line cook that afternoon because they were short-staffed.

“We aren’t serving customers,” said Mark. “The people who choose to dine and drink here are locals from the Seattle area or people who are just visiting, but they aren’t just our “clients,” or “shoppers” or “diners.” They’re truly our guests. These are guests that we should be honored to serve and perhaps  encourage to come back with friends or co-workers because of the amazing experience the enjoyed.”

Mark told us that, like most awesome leaders, he didn’t want any employee to question why he did what he did. He needed to show his staff that he wasn’t going to do anything he wasn’t willing to do himself.

What Are You Going to Do?

Will you cover an open house for someone who can’t make it? Do you constantly look around the office for trash to pick up or lights to turn off when not being used? What are you doing each day to make sure everything about you or your team is as amazing to everyone who sees it? How are you trying to serve your “guests” when they walk up to the front door of your business?

Mark at Cutter’s in Seattle found that one of the easiest ways to “solve problems” is to handle things before they even become problems.

What will you do this week to build relationships, solve problems and have fun?