Better Together: And Pressure

Referral Trigger for the week of November 26
What to SAY to GET Referrals
Builder’s Tool: Clamps | Purpose: Better Together
Conversation lead by the: North Point Team (100% responses achieved)

  and The pressure from clamps helps keep boards still.

Set up a circumstance where you would advise a client to just be still.

What benefit would they get from waiting?

33 Responses to Better Together: And Pressure
  1. Dan McKenzie
    November 23, 2018 | 9:19 am

    Recently, Adjustable Mortgage Rates have been rising. I have advised some clients to refinance, and some to sit still.

  2. Giridhar Iyer
    November 23, 2018 | 12:12 pm

    SIgnage permits are complex processes and fraught with uncertainty due to sometimes 4-5 layers of approval. County, City, Landlord, Franchisor and biz owner for a given external sign permit- style, size, color, lights, height, font, finish, timelines, aesthetics, and yes cost! When we take over permitting process, we tell customers to wait and let us take over the fretting and the frustrating delay of getting the sign up yesterday… the customer can focus on winning new customers with a temporary banner offered (even for FREE) while we take care of the permit approval for the business owner!

  3. Chrystal Clifton
    November 23, 2018 | 2:05 pm

    Clients often call wanting us to shop their insurance for better rates. While doing a review, we sometimes find claims or violations within the last three years that are affecting their premium. When this happens, it can be in the client’s best interest to wait until those fall outside the three year window before trying to move to a different carrier. Helping our client understand this, helps us build a trusting relationship.

  4. Robert Slocum
    November 23, 2018 | 2:10 pm

    When I’m working with clients that are in the process of putting their home on the market I will often have them wait until after they have talked with a realtor. This helps them prioritize what repairs will give them the best bang for there buck. It also separates the must do repairs from the repairs that they think might need to be done. Saving them both time and money.

  5. Peg Griffith
    November 24, 2018 | 8:12 pm

    As a therapist, I advise silence, patience, and stillness under most circumstances, so this is an easy one for me! Clients (especially NEW CLIENTS) calling with “I need to see you ASAP!” generally not only can wait, but should wait. When triggered by another, the best advice is always to pause, take some time, and come back when calmer. BUT, to stick with the metaphor, clamping down from the outside is not what is needed: stillness from the inside is the magic. So when your in-law triggered you this weekend, I hope you stayed silent, smiled, excused yourself, and walked away. And when you were calm, asked yourself: “Is this worth taking a stand over? If it is, can I state my position calmly?” If not worth it, leave it alone. If the issue egregious to you, clamp down.

  6. Dan Barber
    November 25, 2018 | 5:51 pm

    Seems most of my clients when getting a “check engine” light on, they go to AutoZone for a free code read, which is not a diagnostic. Its just a reading of the flags that have been triggered in the on board emission computer. And many times there are multiple codes. I say wait before trying to solve all the codes at once. For many are triggered by the other. For example when a O2 sensor goes bad it can trigger a number of codes including bad catalytic converter. Instead of spending thousands of dollars n new catalytic converters and all the o2 sensors. I will change just the one offending O2 sensor and clear the rest of the codes and retest. Most times this is the problem.

  7. Mike McCoy
    November 26, 2018 | 7:46 am

    When families consider assistance for their aging parents, they often first think about assisted living, but 90% of seniors want to stay in their homes as they age. For seniors who do not need 24 hour support, home care can be an affordable option that is less disruptive to the seniors life. In these cases, we recommend that the senior wait before moving to an assisted living facility.

  8. Belinda Bower
    November 26, 2018 | 10:57 am

    When I have a client come in with trouble balancing their checkbook because they haven’t entered checks or debit purchases, I advise them to just sit if they can, don’t write any checks or use their debit card until everything outstanding clears work on a cash only basis for a few days. That way they can better get a handle on their true balance and not overdraw the account and incur fees.

  9. Bonnie Mauldin
    November 26, 2018 | 11:53 am

    Set up a circumstance where you would advise a client to just be still: I would advise a client to be still when they are getting great results from their marketing campaign for a particular service, defined by increased:

    Phone Calls
    Website Traffic
    Contact Form Inquiries
    Social Media Engagement

    What benefit would they get from waiting?

    The Benefit of waiting is to collect enough data to see what is working and what is not working to make the campaign more efficient!

  10. Peter Tarantino
    November 26, 2018 | 11:53 am

    Occasionally clients will receive a notice from a tax agency (IRS or state tax department of revenue) showing that they have a balance due. The balance may be because they underpaid a tax liability or more commonly they have been assessed a penalty and interest charges. The first reaction most clients have is to write a check and make it go away. That is not always the best course of action. Frequently the notices are incorrect and in some cases even if the notice is correct the IRS will actually remove penalties for a taxpayer that has a good payment and filing history. I always remind clients when they get these letters, take a breath and call me before taking action.

  11. Jeanne Walker
    November 26, 2018 | 12:06 pm

    I just ask questions to understand their situation. Depending on what that issue is, I will just ask if they need a good referral for that problem? In most cases, they will say sure. Then I can provide a glowing endorsement of the person and company, then provide the referral. If I have an example of the same situation, I will use the example too.

  12. Samantha Neel
    November 26, 2018 | 12:20 pm

    Often times we get clients who want to sue a person or company who is not fulfilling a contractual duty. Our firm will ask questions to determine how long the parties have been working together, the amount of time until the project concludes and what the major issues are. If a project is near completion or the parties have an extensive work history, we may advise our client hold off on filing suit. Instead, we will see if a demand letter or a conversation from a neutral third party can resolve the issue. Litigation is a long, tumultuous process and not something we want our clients to pursue unless necessary.

  13. Jay Pittroff
    November 26, 2018 | 12:52 pm

    Customers often jump to conclusions when we are in the middle of a painting project. Someone with an untrained eye may see windows that have been prepped with professional glass spray covering, or minor overspray on trim or other surfaces that we have yet to paint, and determine that there is a problem or that the painters are not doing a good job. While we do our best to educate and advise while performing the initial estimate, as well as when kicking off the project, this type of instance can still happen from time to time. I usually have success by reiterating the vast experience of my crews and also by explaining in detail the technical process being used to make their home or commercial building look great.

  14. Donny Bryan
    November 26, 2018 | 1:20 pm

    Customers tend to want to jump right into conversation about pricing. Preparing your customer with knowledge on the service is something I do daily. Getting them to be patient and listen to all the service that is implied then tell them about the pricing. I always want to hear their concerns about pricing, but it is very helpful to get the whole picture taken so they can better understand and also be happier with the outcome.

  15. Richard Rehme
    November 26, 2018 | 2:01 pm

    When a client or prospect needs help getting their business calls professionally answered when they are not available, understanding the volume of the calls is key in determining any pricing. If they client needs our help to do that we can adjust their pricing after a month of use but sometimes they prefer to wait and take stock of their actual needs (phone or appointment volumes) and they begin with a more informed idea of their precise needs. Waiting could result in some lower pricing as we’ll only charge the client for what they need/use.

  16. Linda Loud
    November 26, 2018 | 2:11 pm

    Another reason to use clamps is to hold two pieces of wood together until the Gorilla Glue can have time to set up and work most effectively! That’s where the clamp analogy works best concerning Mary Kay products. The wrinkles didn’t appear overnight and they won’t disappear overnight either. However when my clients patiently continue to use the products, improvements can be achieved with results such as skin that is more firm and resilient, has less noticeable lines and wrinkles, and is more even-toned. So while I don’t often suggest, “Be still”, I am much more likely to advise “Be consistent” so that they will eventually get the younger-looking, healthier skin they desire.

  17. AnneMarie Edwards
    November 26, 2018 | 2:33 pm

    Over the years we’ve all heard, “Advertising doesn’t work.” And, it certainly won’t work for that business that runs only one ad hoping that the phone will ring. Unless the business is promoting a one-time event or has some type amazing deal, this is not a typical path for success.

    Advertising is not an exact science. Advertising often has a delayed effect and may later grow steadily, so sales that result from ads may not materialize immediately.

    It’s important to have
    1) clear advertising goals,
    2) defined metrics to determine ad effectiveness, and
    3) ample time to allow the campaign to develop.

    This is the time to be still and wait so your campaign can develop.

  18. David Machost
    November 26, 2018 | 4:39 pm

    I advise clients before they file a claim on their home due to some damage to contact me first so we can discuss.
    We will go over the circumstance in which the loss occurred and then have them obtain an estimate of the damage/repairs.

    An example….Homeowner has a leak and causes water damage. Their homeowners insurance deductible is $1,000 per occurrence. We discuss and they advised damage is isolated to one area, so I ask them to have a plumber come out and provide an estimate of repair. Plumber comes out and the estimate is for $1,190 so they have a decision to either pay the whole $1,190 out of pocket and not file a claim or file the claim less their $1,000 deductible and receive a check for $190.

    Filing a claim for a low amount will cause an increase in their insurance premiums at renewal and it may be more than what they would have received. Sometimes, it is better to wait and not file a claim for a small amounts but each circumstance is different, thus it is important to have dialogue with your agent so you can obtain advise.


  19. Oren Ross
    November 26, 2018 | 5:38 pm

    When I have clients who are about to go through a significant change, such as getting married, I may advise them to hold off on setting up an estate plan that will have to be significantly altered due to the upcoming change. Instead of drafting, reading, and signing hundreds of pages of legal documents twice, we can usually wait to put a plan in place that will benefit the client, their new spouse, and their other relatives.

  20. Rusty Carter
    November 26, 2018 | 8:02 pm

    Many times I have told clients to get a new eye exam before they spend money on a new pair of eyeglasses. They will see better and for a longer time with a new exam.

  21. Cara Stathas
    November 26, 2018 | 8:41 pm

    The first question I usually receive is, “how much is a package?” It’s imperative to understand the potential client’s initial reason for reaching out, and most importantly if they are going to be committed to an exercise program. Going through the complimentary one hour assessment that entails going over his or her medical history, doing a biometric screening, body measurements, and a fitness assessment, provides value and shows the interested party the professionalism he or she will receive during their personal training program.

  22. Dr. Jim Hovey
    November 27, 2018 | 5:42 am

    In chiropractic 90% of the time the best results is the product of a process. To let the patient know that up front will set the tone for expectations to avoid the disappointment of not being a quick fix, (which sometimes it is).

  23. Jim Hovey
    November 27, 2018 | 5:45 am

    In chiropractic 90% of the time the best results is the product of a process. To let the patient know that up front will set the tone for expectations to avoid the disappointment of not being a quick fix, (which sometimes it is).

  24. Raymond Berger
    November 27, 2018 | 9:45 am

    When a customer wants to know about price before we even have our first consultation is usually when I recommend they be still. It is very hard to predict what the cost will be without knowing everything that is involved. While I will tell them what me services cost on a per session rate I encourage them to take advantage of the complimentary visit so that I can get a better understanding of time frame. Usually after a that first visit I can tell if they are serious and if this is a client that I can help.

  25. Larry Lupas
    November 27, 2018 | 10:25 am

    When I see people’s investment holdings are in products that suit their needs and goals, whatever those may be, and the product is top-tier for its category, there’s no way I’d suggest they move. The client’s needs come first and only and my potential commission doesn’t ever enter the consideration.

  26. Mark Weiss
    November 27, 2018 | 10:36 am

    On occasion, I have clients who ask the following question. “I sent my friend, client, relative (choose one) a birthday card and they never said thank you. What should I do?” My response is “don’t do anything!” I ask if they sent the birthday card “to give” or “to get”. I share that if they sent the card to offer a genuine greeting, they were sending to give and shouldn’t expect anything in return. However, if there were other motivations (future sales or favors), they were sending to get.

    Here’s the reasoning. If one sends messages out to give, the universe or the people in it will give back to the sender. If one is sending out to get, then the universe or the people in it will get or take away. That’s the benefit.

    Think of PowerCore. Referrals are not given and received on a one-to-one basis. If one gives a referral, they shouldn’t expect to receive a referral from the person they gave one to. If they get one, great! If not, that’s okay too. Why? Referrals are not synchronous. Instead, they are asynchronous. They will receive referrals from other team members.

    So, in taking my own advice, I don’t shine the spotlight back on that person and ask, “Do you say thank you to everyone who sends you a birthday card?” Somethings are better left unsaid!

  27. Laz Economidis
    November 27, 2018 | 10:58 am

    It’s very simple, and it happens a lot. I have clients chomping at the bit to book their vacation. A lot of times I get advanced warning of a sale for that exact trip , happening few days from now. I tell my clients to trust me, and most of them do- they take my advice and hold off for a week, and save money, or get extra perks whatever the case might be.

  28. Curtis Turner III
    November 27, 2018 | 11:43 am

    When an insured applies for life, disability or health coverage they get concerned when they don’t hear back immediately. Patience is a virtue! Calling me every day does not make the process quicker.

  29. Connie Martin
    November 27, 2018 | 12:03 pm

    Set up a circumstance where you would advise a client to just be still.

    I recommend a Buyer client to just be still when they are anxiously waiting for a response from the Seller of the home they want to purchase. Sometimes allowing the Seller plenty of time to respond to my Buyer’s offer will allow the Seller to receive additional offers — this isn’t always a bad thing.

    The Seller will see that our offer, when compared to other offers, is solid with complete documentation of the purchase and sale agreement and all supporting exhibits (i.e. not just a “promise” to follow-up with exhibits at a later time). This shows the Seller and the Listing Agent that we will be thorough and easy to work with and this speaks volumes! My Buyer’s offer will almost always include a letter to the Seller or a profile of the Buyer that I’ve written and why the Seller should choose my Buyer. The Offer is not only the PRICE the Buyer is paying. The Offer is the entire “package” of terms – financing terms, closing date, contingency periods and more.

    Recently, my Buyer was in a multiple offer situation and was asking me every hour if we’d received a response from the Seller yet. I asked my Buyer to trust that I had put their best foot forward with the Seller and the Listing Agent. I reminded my Buyer that prior to extending our offer, I found out what offer terms were important to the Seller. While our Offer Price wasn’t the highest, the Seller chose my Buyer to purchase his home! The Seller was touched by the letter the Buyer wrote about why this house was the perfect home to raise his family.

    What benefit would they get from waiting?

    My Buyer gets the home they want AND we get to stop searching for their new home! Patience is a virtue that is difficult to see until you are on the “other” side of the waiting “fence”…

  30. Bill Weaver
    November 27, 2018 | 8:24 pm

    Customers often are panicked when they think they have a mold issue in their home. When I arrive to take a look, they often have many questions such as: What caused the mold?, How bad is it?, Is it black mold?, Is it going to kill me?, Should they move out?, How much will it cost? How long will it take to do the work?, When can I start?
    The funny thing is that I’m still standing at the front door and the home owner hits me with all these questions before I’ve even stepped inside their house. I just ask them to give me a little time to look at the issue, then I can answer all their questions.

  31. Lisa Ann Landry
    November 27, 2018 | 11:41 pm

    Just Be Still

    I always emphasize to my clients, “I’m your concierge health insurance agent. If you have any aggravations whatsoever with your healthcare plan, please reach out to me so that I can go to bat for you and get it fixed.”

    Admittedly Laura is a hothead; she calls me furious that her doctor visits from weeks ago as not been paid. In fact, she received a final notice. Now she is hell-bent on canceling her insurance policy. Laura prides herself on always paying her bills on time, and she feels this is simply unacceptable.

    This is a situation that I would advise Laura to be still. Canceling her health care plan would force her into a less desirable position since its outside of open enrollment. That means a marketplace plan won’t be an option she can pursue.

    The benefit of waiting is that it gives the insurance system time to catch up with Laura as a new client. In the meantime, to alleviate her concerns, the concierge health insurance agent, Lisa Ann Landry, calls customer service and checks the status of the payment. Thankfully the bill was paid that day.

  32. Matt Berndt
    November 28, 2018 | 9:08 pm

    In some instances when a customer has an HVAC issue such as a leak in the refrigerant lines, we advise them to sit still/take a wait and see approach (especially when they have other priorities than the HVAC system). Sometimes the system holds out for another year or two with little need for further repairs, which helps our customer to plan for the expense down the road.

  33. John Kimbell
    November 29, 2018 | 12:04 pm

    Patience is tough sometimes in the Closing Business. A home is the single largest purchase for most families. First time home buyers tend to be anxious. I remember one particularly rough deal where a Seller was unkind, rough and went into a royal fit during a closing transaction and stormed out with the deal unfinished. My buyer was as white as a sheet.

    I reassured her and told her to be patient and then completed her side of things. I then located the seller, found out the reason for his flareup and calmed his nerves. The deal closed. Had the buyer had an emotional response the transaction would not have closed.

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