It’s something I’ve heard for the majority of my career in real estate. My old boss, mentor, and friend who used to say “each one of us represents all of us.”
It is a great reminder that even though most people in our industry work as independent contractors, our actions have a much greater reaction beyond our own individual environment.
Take great care of a customer or client and that helps make everyone in our industry shine a little bright. Deliver a memorable experience to the next client you work with and that could get those clients singing your praises, in person or on-line. Those words of satisfaction just might be overheard or read by someone who will be making the decision to hire a real estate agent in the near future instead of trying to do it on their own. Find a way to under-promise and over-deliver and that is almost certain to help make our industry seem valuable and trustworthy.
The opposite side of that same cliche means that the next Realtor out there that disrespects a fellow Realtor could damage the industry. Lose sight of your fiduciary duties because of selfishness or stupidity and the industry receives another “black mark.” Don’t make every transaction harder than it needs to be because you don’t want to communicate with all parties in the transaction, including affiliates, involved with the conversation. That’s a sure-fire way to change a 5-star review into a scathing social media post.
Each one of us represents all of us.
This weekend, my wife and I went out looking for some new recliners to put in our family room. After a few days of casually searching the internet for potential “Black Friday” offers or sales, we headed out to look, see, and feel some different options.
The first store we visited was supposed to open at Noon. As we approached the door at 12:09pm, we sadly found the door locked. Looking through the glass door, we could see there was no one there. Disappointed, we did a little peeking in through the windows to see if we even liked anything inside. As we came back around the front to head to our car, the lone employee was unlocking the door and headed inside. We followed him inside and surprisingly received no welcome, no apology for opening late, or no offer for help. We pretended to look around but had circled the store and headed out the door in less than two minutes.
The next store we visited was open but was virtually empty with just one other family looking around. As we walked the aisles searching for items that might be what we were looking for, an employee nodded at us to acknowledge our arrival and simply said “lots of stuff is on sale. Let me know if you have any questions.” There was no enthusiasm. No energy. There was no genuineness in her voice at all. She was just going through the motions.
“Should we try one more store while we’re out?”
“Why don’t we go check out the (insert national brand name) store near the mall?” Ronda replied.
As we pulled into the parking lot, there was at least a dozen cars in the parking lot. As we walked down the first aisle, we encountered Chris. He was helping another couple, but as we passed him he extended his hand politely, looked me in the eye, and welcomed us. “My name is Chris. Thanks for coming in today. Take a look around. I’ll be right with you as soon as I’m done here.“
We passed a few other employees while we “shopped” but no one else greeted us, introduced themselves, or offered any help. Not even a somewhat selfish inquiry of “has anyone offered you help?”
A few minutes later, Chris circled back to find us and asked a few questions of our reason to visit his store. He told us about their “Black Friday Sale” as well as a few other promotions that might interest us. When he noticed my Florida Gators sweatshirt, he asked me how the game went last night.
“We won,” I said with excitement…and relief.
“Good for you,” Chris responded. “There sure were a lot of sad people walking around in here yesterday afternoon,” referring to the local Ohio State fans that weren’t too happy about the Buckeyes disappointing 13-10 loss to Michigan.
“I’m new here and new to the area. I didn’t realize how seriously they take their football up here.“
“Where are you from?“
“I’m from Texas but recently moved up here from Louisiana.“
We exchanged a few more words and found out Chris and his wife are expecting their first child in a few months. We chatted about the cold winter weather and how he was adjusting to it. Even if he wouldn’t have told us he was from the South, we would have know it from his “Yes, sirs” and “Yes, Ma’ams” responses as if on auto-pilot.
A few minutes later we had found what we were looking for. We asked Chris a few more questions to make sure we were ready, and asked him to “start the order.”
“As I said to you, Mr. Sean,” Chris said with a big smile on his face, “I’m somewhat new here. Let me go ask my team leader a few questions and I’ll get you on your way.“
He was fun to work with. He went out of his way to answer any questions and update us on the process. When it was time to get everything in the computer and finalize our invoice, he needed a little help from his team leader. We stood off to the side and let them do their thing, but it was hard to watch as she was so condescending and disrespectful to him. She clearly forgot what it was like when she was new. She sighed at his innocent questions and seemed truly bothered to help him—or us. Even though we were 15-20 feet away, we could see her eye-rolls and feel her negative energy.
Maybe she was jealous that Chris had so easily snagged a client? Perhaps she was getting more “lookers” than “buyers”? It’s totally possible she was just having a bad day. But one thing was clear, she didn’t exude any of that “Southern charm” that Chris had. I’m pretty sure that had we encountered her as our “first impression”, we would not have made a purchase.
Each one of us represents all of us.
The next time you’re hurriedly walking through your office and you encounter a fellow agent’s clients waiting in the lobby, smile at them and say “hello.” If you see that rookie agent walking around looking a little lost or unsure about what she should be doing, harken back to your first few days and weeks as a Realtor and ask them how you can help. When your manager walks by giving a tour to a potential new recruit, stop and smile and let them know you’d be happy to answer any of their questions about what it’s like to be “on the team” when they are done with their meeting. When you speak to someone at your lender or title company that isn’t your “go to connection,” treat them with respect and appreciation.
People will notice.
I’m glad Chris was working at the time we walked in. I’m glad he said “hello” and was there when we were ready. I’m glad Chris’s co-worker was able to help him complete our order. I’m also glad we told Chris how much we appreciated his hard work and attention…and that we didn’t get his “team leader” instead. Chris gave a little smile, winked at us, and said, “It was my pleasure.“
Keep up the great job as a salesman, Chris. Go be a good husband, Chris. Good luck being a great father, Chris.
Remember, each one of us represents all of us.
Leave a Reply