Research shows that 80% of Realtors will not survive their first year and 87% of Realtors will be COMPLETELY out of the business within 5 years. Why does this happen? What does this mean for you? It means that if you have survived your first year, you are already better than 80%! of the new agents out there. Survive to five years, and you are statistically in the top 13%! That is great and awful at the same time. Why do agents fail or leave the business? How do I make sure I am not a statistic of failure in the business? Those questions are what brought the podcast; the Real Estate Survival Guide to life. We are excited to have you join us along this journey.
What You Need To Serve Your Niche Part III - The Confluence
il y a 13 heures
11:50This week we’ve talked about building content and making connections, and today we will talk about the confluence. Confluence is a great word that I heard from Vincent Pugliesi that he came up with from looking at what successful businesses were doing. Confluence occurs when several things come together—it is used often when smaller rivers come together and form a larger river. For our business purposes, confluence is where you take your content and your connections and you add marketing—and it becomes a powerful force that works together for the success of your business. The interesting part about confluence is that it brings together things that may not be powerful by themselves, but together make a big impact. I know people that have tons of content—they want to build a website, do a podcast and they are always giving away free content. Some of you have so much content that your content river is overflowing and flooding everywhere. Imagine that your river is overflowing on the content side, but there’s a dam set up and the water can’t go anywhere. The dam is there because you haven’t done any connecting. The river can’t keep flowing without both content and connections. You have to use your connections to serve, be helpful, and be kind—that connections river has to be long and deep just like your content river. Of course, it doesn’t have to start that way. Many rivers start as a foot-wide stream that only has a little water in it—you don’t have to start big. You can start small, but you do have to start. Eventually that stream begins to widen and turns into a river, and when those two rivers of content and connections combine, where the confluence occurs—that’s where the power and success begin. That amazing third river that results from the combination of the first two…it must start somewhere. You can create content that’s helpful for people and then make good connections by having great conversations about what you’re doing—not a pitch or sale—just building relationships, helping people, and talking about what you’re trying to do. You need both of those rivers flowing well to get to the confluence. You can do it—I’ve seen tons of people do it and I’ve done it myself. If you can do the content and make the connections and relationships, the confluence is going to be amazing. It’s going to come together and you’re going to have a ton of success. So, I hope this is helpful to you. If you have any questions about building your niche or micro niche after hearing this week’s episodes, I’d be honored to talk to you. Thanks for listening. Resources Free social media coaching calls are back! To schedule your free social media coaching call go to: https://calendly.com/realestatesurvivalguide/social-media-strategy-for-realtorsPodcast edited by Kenny Carfagno.Show notes and blog posts are created by Jennifer Harshman and RealtorEmails. John Schuchman is a licensed REALTOR® in Lancaster, PA, with Berkshire Hathaway HomeServices Homesale Realty and a part of the Andrew Welk Group. The opinions shared on this show represent the opinions & values of John Schuchman and do not necessarily represent the opinions & values of Berkshire Hathaway HomeServices Homesale Realty. The opinions & ideas shared in this podcast do not guarantee or promise any results of success to the listener.
What You Need To Serve Your Niche Part II - Connections
il y a 3 jours
16:28On the last episode, we started talking about your micro niche and building content. Today we’re moving on to step two, which is connections. Some of you are great with connections, but a lot of you don’t do it well. A lot of people want to start a podcast or a membership, but without the connections, the content is meaningless. You have to have conversations with people. Vincent Pugliese does this so well as he builds out his $9 a month membership—he has conversations. He gets on the phone with people, spending 30 or 40 minutes basically giving them a free coaching call. When he mentions the low-cost membership with Total Life Freedom School, they jump on it before he even gets to explain it all. The majority of people don’t reach out and really care about another person. Your micro niche and your content are absolutely pointless if you don’t have connections and don’t build relationships with people. I’ve talked about the hour of giving in the past and I try to do this every day. I don’t do it as well as Vincent, but part of what I do each day is connect with friends, clients, past clients, potential clients, and people I see on social media. So many of you hate social media because of all the superficial posts you see, but you aren’t on social media trying to change that—if you don’t like something, go and do something about it. Remember purposeful scrolling? I log into social media daily and think about the people I can connect with, help, and serve…and when I do that, those people want to promote me to others. I think of all the people who have connected me with other people who have helped me have success in my business. I helped them and they helped me. Interestingly, most of those people who come to mind are women. Maybe women are better at connections. I respond to every single message and text that I receive and sometimes they just say thank you and the conversation ends there, and I totally understand that. I’m not saying all this to make you think you’re doing it all wrong, but the point is to ask how you can get better at it so you can build out an effective micro niche and produce content that will help people–maybe even have a membership or something one day. 99% of the guys that I interact with are terrible at this—most talk about sports, which is fine from time to time, but that’s not going to grow your micro niche. Friday we’re going to talk about the confluence and what happens when content and connections come together. On the last episode I had you write down some ideas about content. Today I want you to scroll through your text messages, Facebook messenger, WhatsApp, whatever social media you have. Reach out to 10 people you haven’t spoken to in a week, or a month, or longer. Just reach out and check in. Tell them something you appreciate about them or that’s been helpful to you. That’s how you build connections. I started doing free social media audits and I still do them—you can book them, just message me and I will make it happen. It’s not a pitch about the membership, it’s so I can build a relationship and help you with social media (which I know is something that Realtors really need because I talk to Realtors every single week with what they’re struggling with). So, if you want to be successful, content is important, but you can’t do it without connections. Make those 10 calls or messages and tell those people you’re thinking of them, praying for them, saw something that they would be interested in, or whatever. When you build connections, people want to help you. On the next episode we’ll talk about confluence and how to put it all together. I’ll see you then.Resources Free social media coaching calls are back! To schedule your free social media coaching call go to: <a href="https://calendly.com/realestatesurvivalguide/social-media-strategy-for-realtors" rel="noopener noreferrer"...
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What You Need To Serve Your Niche Part I - Content
16:51This is the first of a three-part series talking about what you need to serve your niche. I’ve watched Vincent Pugliese build out a $9 membership over the past few months that consists of an email that goes out every week and has shared so much with the TLF community. What I’ve learned as I watched him is that he has really mastered his micro niche—what he’s good at and what he enjoys doing. Today we’ll talk about your micro niche, which is the content. Wednesday we’ll talk about connections and on Friday we’ll finish up with the confluence of where those two things come together. So, for the past almost 300 episodes I’ve talked to you about real estate advice. This week is going to be a little different, but it will still apply to your real estate business. We’ll be talking about how you can build an audience through the knowledge that you have and help people with it—whether it’s a community mastermind group, video course, book, or email list. When you think about building a niche, you have to start with content. For some of us that’s easy, we have a ton of ideas, but maybe it’s hard for you. Think of what you enjoy and do something with that. A friend of mine, Aaron Hunt, has had a ton of success with his YouTube channel. In fact, he’s monetizing it now and it will eventually replace his full-time income by making videos about something he enjoys—Japanese bait style fishing. It doesn’t matter how old you are or if you already have a full-time job, if you can identify your niche, you can build something that can be successful and be a lot of fun. My membership has grown a ton, it’s been a lot of fun, and I’ve had a lot of success with it. I just started with making content, producing it, and building it—building things that I wish would’ve been there when I was starting out in real estate—things that I wish would’ve been there as a new Realtor. I get to share that on the membership. So, I want you to think about what is the content that you have that maybe you’ve never realized you had. John Stange talks about the content waterfall, and we’ve had an episode about how to create yours. Think about what you wish you had known when you got into X? The same way I share how to have success in your real estate business, how to market a luxury listing, how to find balance with work and your family, how to use social media in your real estate career, and how to reassure the client that you are the best Realtor for the job? You need content. As you think of that micro niche, if you are having some confusion, I’m more than happy to talk to you about it. As you think about that niche or micro niche, think about what you are passionate about, what you want to talk about and do. I joke about having a podcast about the Philadelphia Phillies—I’ve had a great time here in Florida watching their spring training games. Maybe I’ll have a podcast one day about that because I love it. Maybe I’ll have a podcast about faith and marriage. I love real estate so much and I love having conversations about how to be a successful Realtor, how to use social media to grow your business, and love answering questions—that’s my micro niche. If you’re struggling with your niche, just write down ideas every day and you’ll figure out what you enjoy doing. You’ll figure out your micro niche and what content you should be producing. Google questions that people are asking in your field and answer them for your content. Answer the Public is a great site for finding questions that people want answered. Take those questions and answer them in an email, blog, or podcast—I encourage you to start today. Do it right now—write down three to five things you wish you would’ve known about something you’re passionate about. I hope this is encouraging to you and we will continue to talk about it as we cover the connections on the next podcast followed by the confluence on Friday. I hope by the end of the week you get a better feel of what that niche and micro niche are,...
Be Happy When The Wrong Ones Leave
9:22Today we’re going to talk about why you should be happy when the wrong ones leave. To be honest, I’ve experienced this recently with both real estate clients in my business and with membership, coaching, and training agents. I talk so much about your avatar and the importance of going after the people who you really align with. Remember the four client boxes we have talked about on the show—high paying/high drama, high paying/low drama, low paying/high drama, and low paying/low drama? You want to stay in the low drama boxes. A client that’s looking at a $200,000 house but is going to be low maintenance/low drama is going to be easy to work with. Sometimes the clients who are going for a high paying $800,000 listing but are going to be constantly complaining and causing lots of drama are just not worth it. I’ve experienced both in business and with some agents that I was coaching recently. I’m pretty low pressure during the first meeting with a client and let them know that they can take their time to decide if they feel it’s a good fit to work with me. Recently, a client said they were sure they wanted to work with me and told me to go ahead and set up the MLS search. The next day I got a text telling me they had decided to go another direction. To be honest, I was a little frustrated and stressed out for a few days because I didn’t know what I had done—but I had to remind myself that they just weren’t a fit. I should be happy they made that decision, happy that the “wrong ones” left. It wasn’t a fit and that’s ok. I’ve also experienced this in the membership when a Realtor comes in and pays the membership, but then dominates the conversation or is rude and obnoxious. There have been a few people that I have either removed from the membership or they removed themselves. Sometimes I have asked myself what I did to make them leave, but I have learned that my job is to protect the integrity of the group. If someone’s not a fit and they leave, I should be happy—again the “wrong ones” left. I want to encourage you in your real estate business to be happy when the wrong ones leave. I believe that if you are working hard, you’re diligent, and have integrity that you will have success in the real estate business, so don’t be upset when people who aren’t a good fit go in another direction. You don’t want to be chasing people that don’t want to work with you. You want to have the freedom and openness for the clients that do need you. I agree, it hurts when a client decides they don’t want to work with you. It hurts when Realtors leave or quit the membership, but my encouragement to you (and myself) is to be happy when the wrong ones leave because it opens you up to work with the clients that want to do business with you and value what you have to offer. I hope that instead of being frustrated when clients go another direction that you will think of it as an opportunity to find the right clients and realize that it doesn’t mean that you are doing anything wrong. It just opens you up to having more room for success in your real estate business. So, thank you guys so much for listening. Hope you enjoyed this episode, and I will talk to you guys next week.Resources Free social media coaching calls are back! To schedule your free social media coaching call go to: https://calendly.com/realestatesurvivalguide/social-media-strategy-for-realtorsPodcast edited by Kenny Carfagno.Show notes and blog posts are created by Jennifer Harshman and RealtorEmails. John Schuchman is a licensed REALTOR® in Lancaster, PA, with Berkshire Hathaway HomeServices Homesale Realty
Where Is Your Foundation?
15:39Today’s show is about the importance of having a foundation in your business. We’ve got around 35 people in the membership and it’s interesting because we have a combination of new Realtors and top producers. About half the people want to learn from me because I’ve tripled my income from my first full year to the second full year and created a six-figure real estate business—and of course I want to teach those people. The other half I’m wondering what I could possibly teach them when they’re making half a million dollars a year. It all comes back to your foundation, and that’s what those top producers want to learn from me. I was able to build a solid foundation relatively quickly and have success in my business using social media to build relationships with people that don’t end at the settlement table. It’s been interesting, and to be honest, I’ve had to get over some major imposter syndrome working with some of these people who do four or five times the sales I do in real estate. But then there are things that I can learn from a new Realtor—I learn from them all the time on my team and in the membership community. A foundation is important if you really want to grow and have success in real estate. There’s a parable Jesus preaches that is found in the book of Matthew (7:24-27) where he says that whoever hears his words and doesn’t follow them is like the foolish man who build his house on a foundation of sand—his house fell apart as the rains came and the flood waters rose. Those who heed his words are like the wise man who build his home on a foundation of rock—his house withstood the rain and flood. I have always loved this parable because it talks about the importance of having a good foundation. Not only is this a good principle for your life, but also for your real estate business. If you have a solid foundation for your business, you will have success. If you’re a new Realtor, you’re going to do this by having a good CRM, giving your clients a great experience, having a system for doing paperwork, and keeping in touch with your clients. You build that foundation. If you’re a seasoned Realtor, maybe you realize you never built that foundation. You don’t have a system for posting on social media, keeping in touch with clients, or organizing paperwork—and you’re seeing the pain of not having that foundation. You just wanted to make money and you built a very successful business, but you didn’t set down a foundation. So, wherever you are in your real estate journey, I would encourage you to have that foundation, and I would encourage you to use your downtime to build it. When I had a lull in business, I would spend that time focusing on my foundation. I built out my CRM so I could keep in touch with my contacts, and I built out the membership. I knew the importance of foundation. If you don’t have one…you need one. I would encourage you to really focus in on building that foundation to create success in your business. I appreciate you guys so much and thank you for listening. I’ll talk to you on the next episode.Resources Free social media coaching calls are back! To schedule your free social media coaching call go to: https://calendly.com/realestatesurvivalguide/social-media-strategy-for-realtorsPodcast edited by Kenny Carfagno.Show notes and blog posts are created by Jennifer Harshman and RealtorEmails. John Schuchman is a licensed REALTOR® in Lancaster, PA, with Berkshire Hathaway HomeServices Homesale Realty and a part of the Andrew Welk Group. The opinions shared on this show represent the opinions & values of John Schuchman...
The Power of Connections
15:15Today we’re going to talk about the power of connection—a very powerful tool for your business. As I record this episode, I’m on my way to the TLF retreat in Bradenton, Florida. A lot of people think about social media as just putting content out there. I get really passionate about this because I feel like 99% of people are using social media wrong and not making the most of their connections. If you’re only about growing your business to get something out of it, you’re missing out on the opportunity to make meaningful connections and help people. At last week’s retreat, I was talking with some great people about using your social media purposefully to connect people. Vincent came up with the phrase, “purposeful scrolling instead of mindless scrolling.” We did an exercise at the retreat where we spent 15 minutes thinking about who we knew that we should connect with someone else. I tried to connect people in the group with other people I know, and they did the same for me. The point was to use social media for good—to help others and pour into people around us. An example of this was a client I helped to sell their luxury home for $1.3 million in Westchester. They would have never listed their home with me if we hadn’t had a mutual friend in Melissa Bloom and she connected them to me. That’s a $35,000 commission before splits for my business in 2022—that’s the power of connection. Vincent leads an incredible community. I’ll be posting some pictures of some great people from the retreat in a few days, some amazing people I get to be around. When I tag someone in one of my photos, I’m promoting them and telling others about their business—because I believe in the power of connections. So many people have helped me get where I am in my real estate business, with the membership and with everything that I’m growing with podcast. They’ve shared it, so why shouldn’t I give back to those people and serve them? Not because of what they do for me, but because I want to help them. It makes me angry when someone says social media is a waste or that it takes up too much of their time. My argument is how are you using it? Are you using it just to promote and serve yourself? Not that there is anything wrong with promoting yourself, but you want to make sure you’re promoting others too. If you don’t want to post on social media about your business, then at least use it to talk about the amazing people you’re around. Vincent would seem pretty arrogant if he posted about how amazing his retreats are and how great his membership and mastermind community are, but if he posts about how thankful and impressed he is after speaking to some amazing entrepreneurs and tags their businesses—he’s being generous. The natural result of that is that people see that and want to know more about his membership community. I want you to look at your social media differently—look at your relationships and your connection differently. In real estate, it is vital to make connections. Be selfless about it. Serve other people. Sales will come if you do business in a generous way, the right way. Your business will grow, and you’ll become a better person. Thanks so much for listening. Resources Free social media coaching calls are back! To schedule your free social media coaching call go to: https://calendly.com/realestatesurvivalguide/social-media-strategy-for-realtorsPodcast edited by Kenny Carfagno.Show notes and blog posts are created by Jennifer Harshman and RealtorEmails. John Schuchman is a licensed REALTOR® in Lancaster, PA, with Berkshire Hathaway HomeServices Homesale...
Choices & Decisions
14:33Today’s episode was inspired by a few different conversations I’ve had since we’ve been in Florida. There have been a lot of people interested in how we were able to come away for a month. So, I want to talk about what makes all of this possible for us and why it’s possible for anyone. It’s all about choices and decisions. I watched Ken Carfagno and Vincent Pugliese both go away for a month at a time with their families and never dreamed it was possible for me, but then by learning from them, I realized that it could be a reality for us as well. It’s possible for anyone depending on the choices and decisions they make. Many of you know that my wife and I paid off our house last summer and we had a year of living expenses in savings. We decided to take around $10,000 and go to Florida. We would still have plenty of money in savings and be able to do something we dreamed of and was important to our family. This kind of freedom is possible for you if you make choices about what is important to you and good decisions on how you use your money. When I talk to people about financial freedom and that journey, so many don’t think it’s possible for them, but then I see how much they spend on Starbucks, eating out, cigarettes and alcohol—and it’s insane. We don’t do any of that stuff. We don’t spend money on car payments. One of my dreams is to own a Tesla, but I don’t want the car payment. That’s a choice we have made. When my wife and I talked about buying a Tesla, I realized that the root of it all was that I really wanted a nice radio with Apple CarPlay. So, my wife told me to go spend $500 on a nice radio with Apple CarPlay to put in my car—which is much better than a recurring car payment. I could afford a car payment, but we have two paid off cars—they aren’t the nicest cars in the world, but certainly not the worst either. I upgraded my current car instead of getting my dream car. You can have the freedom, but you have to make the choices and decisions that are financially wise and live frugally. Even when we bought our new house, we kept it close to what we sold our old one for. We upgraded, but we didn’t need a mansion. We wanted a garage; I wanted an office—but those were choices we made. I’ll also tell you that those decisions get a lot easier when you can create a recurring income. If I have a membership that produces one to two thousand dollars a month, I can come to Florida twice with the money generated from the membership—and that membership is growing. Part of making those choices and decisions means that you don’t mind investing in building relationships for your business and doing the work needed to be successful. Choices and decisions are a huge thing in our personal lives and our real estate business, so I would encourage you today that freedom is possible. Having success in real estate is possible. You can do anything if you can make some hard choices and decisions. Thank you for listening today. If I can ever help you with anything, let me know. I’ll see you on the next episode. Resources Free social media coaching calls are back! To schedule your free social media coaching call go to: https://calendly.com/realestatesurvivalguide/social-media-strategy-for-realtorsPodcast edited by Kenny Carfagno.Show notes and blog posts are created by Jennifer Harshman and RealtorEmails. John Schuchman is a licensed REALTOR® in Lancaster, PA, with Berkshire Hathaway HomeServices Homesale Realty and a part of the Andrew Welk Group. The opinions shared on this show represent the opinions & values of John Schuchman and do not necessarily...
How Quickly Can You Change Your Focus?
14:47How quickly can you change your focus? One of the things I have learned through my real estate career is how quickly you need to be able to focus on the next thing. For example, as I record this podcast, I have a settlement coming up in a couple of days. I’ll need to change my focus pretty quick after wrapping this up so I can focus on that client. Once that settles, I’ll move my focus to the next thing—it’s about balancing it all. We have to be able to change our focus quickly in real estate. This past Tuesday I experienced my first Philly spring training baseball game—something I have dreamed of as long as I’ve followed baseball. I have some professional camera equipment from my photography days, so I brought that along with the new L series zoom lens I had recently purchased. I was in the second row, right behind the Phillies dugout. I’ve followed baseball a good majority of my life, so I can anticipate the actions of the players as I watch the ball. There were a couple of times during the day where I really thought about how quickly I had to shift my focus to follow the action. These guys are throwing the ball around a hundred miles per hour, so the action is fast paced. I was photographing Zach Wheeler as he threw a pitch, watching the ball with my left eye. Suddenly, I’d move my camera, using my right eye to see where the ball was shifting, zoom in or out, adjust the focus and take the picture of Trey Turner fielding the ball at the shortstop and tossing it to second. I was constantly shifting my focus trying to get the best shot. I’m pretty proud of the photos I took that day and was impressed that I was able to shift the focus of the lens and adjust all the things in enough time to get some of those shots. So many things had to happen all at once. To apply this to real estate, ask yourself how good are you at adjusting your angle—at changing your position and focus, whether it be physically or mentally? If you want to have success in real estate, you have to be able to adjust. If one client is calling about a property and the next calls stressed out about their settlement, you have to be able to change your focus and be able to meet the needs of each. You also need to be able to adjust your expectations—real estate involves so many things getting thrown at you. You have to be fast on your feet so that if something unexpected comes up, you can handle it. You need to be able to go from guiding listing clients to advising buyers on inspection matters. You have to be adjusting your focus and expectations and be prepared when something unexpected comes up. If you can do these things, I believe you will have much more success in real estate. Thank you so much for being on this real estate journey with me and learning together. Resources Free social media coaching calls are back! To schedule your free social media coaching call go to: https://calendly.com/realestatesurvivalguide/social-media-strategy-for-realtorsPodcast edited by Kenny Carfagno.Show notes and blog posts are created by Jennifer Harshman and RealtorEmails. John Schuchman is a licensed REALTOR® in Lancaster, PA, with Berkshire Hathaway HomeServices Homesale Realty and a part of the Andrew Welk Group. The opinions shared on this show represent the opinions & values of John Schuchman and do not necessarily represent the opinions & values of Berkshire Hathaway HomeServices Homesale Realty. The opinions & ideas shared in this podcast do not guarantee or promise any results of success to the listener.
When Will The Pain Hurt Enough
15:45When will it hurt bad enough? In other words, when will the pain be so great that you do something about it? I recently asked a friend of mine that question. A lot of my friends want to call me to pick my brain because they know I’m pretty public on social media about my entrepreneurial journey and about real estate. This friend of mine absolutely hates his job. We’ve talked about building out a platform on social media. He’s taken a couple of courses, but never really showed up for them. When I asked him when will the pain of his job be bad enough for him to do something about it, he replied that he didn’t know. Most of my episodes are for Realtors, or people in the real estate, but today is different. Today’s episode is for those of you who are part-time in real estate. You’re a Realtor, but you work another job. I’m going to ask you, when are you going to cut the cord? When is that pain going to be bad enough? Recently, Google laid off 12,000 employees. When did the pain get so bad for those people at Google that they did something about it? It was when they woke up to an email saying thanks for your service—you’re done. For those of you in real estate, but working another full-time job, how many people have been on this show telling you that you cannot succeed if you are doing this part-time? I think about Andrew Welk, who leads our team and Christina Diehl who found success when she jumped into it full-time. Many of you listen to this podcast three times a week—and I’m very thankful for that, but what have you actually done with it? I know some of you that listen to every episode and don’t sell any real estate. You can create a six-figure real estate income where you work from anywhere you want. What’s stopping you—when will the pain be enough? Whether your halfway to being a Realtor—just doing one or two transactions a year because you have another job, or you’re in a full-time job and you’re just comfortable. I’ll say comfortability is the enemy of progress. You’ll never get anywhere if you’re comfortable. What happens when the money disappears, or you get replaced by a robot? We’re a couple of months into the new year. How many of you work up January 2nd and said you were going to do something about your health? Here we are, a couple of months later, and how many of you have actually done something about it? Maybe you have, but then you fall back into bad patterns and routines—we all do it. So, when is the pain bad enough that you actually do something about it permanently? I can’t decide for you, I can only decide for myself—for my health, real estate goals, what I’m growing and building. There can be a lot of pain that comes through building and creating new things, but I’m not going to stay there asking myself where is this going? When will you get sick and tired of being sick and tired? You have to decide that for yourself—and I would really encourage you to step out of that comfort zone and stop dealing with the pain. You don’t have to live like this. You can have success in this business as a Realtor if you’re willing to do things to change what’s not working. I appreciate you guys, so thanks for listening. I hope you have an awesome day and an awesome week—and that maybe you’re starting your Monday with this episode and say to yourself the pain is not worth it. I’m going to do something about it. Resources Free social media coaching calls are back! To schedule your free social media coaching call go to: https://calendly.com/realestatesurvivalguide/social-media-strategy-for-realtorsPodcast edited by Kenny Carfagno.Show notes and blog posts are created by Jennifer Harshman and <a...
Customer Service Matters
15:42Today I want to remind you that how you treat people is important to the success of your business—customer service matters. I’m going to share a story that happened last month when Podcast Movement was over, and I was headed home. I had a late check out from my hotel and I was just about to leave, when I received an alert that my connecting flight from Orlando to Nashville was canceled. I immediately started scrambling to figure out flights for the next day. It reminded me of the fiasco with Southwest Airlines during Christmastime when they delayed, canceled, or pushed about 2 million flights—that resulted in a hearing with the Senate Commerce Committee to discuss the breakdown. Southwest delayed, canceled, or adjusted my flights three different times on January 31st. When I called them the first time, on the 30th, and told them I didn’t think I’d be able to connect, they told me they didn’t have anything else that day but offered to switch me to a flight the next day. Thankfully I was able to stay an extra day at my hotel. I was on the phone talking to my friend Tim, who had dealt with the same thing with Southwest—trying to fly to Vegas for Christmas. He even ended up on CNN because of the debacle. He likens his feelings toward Southwest now as a type of ptsd. I think the lesson with the whole situation is that it only takes one bad experience to really ruin it for someone. That’s why I want you to hear that customer service matters. So, I was stuck in Orlando with my friend Justin Shank, who I’ve mentioned a few times. He runs a great podcast and mastermind groups with the Growth Now Movement and the Growth Now Summit. We were at Disney Springs grabbing dinner, and while I was sitting there, I got a text from Southwest that my trip had been canceled for the next day. Twenty minutes later, I got a text that they’d rescheduled me on something else, a flight that was going to Chicago where I would sit for a day and a half before heading to Philadelphia. I ended up canceling my flights with Southwest and to this day I’m still trying to get compensation for the trip I ended up taking on American Airlines. Customer service matters and to be honest, I don’t know that I’ll be able to fly with Southwest again. Your word matters, what you say matters. In December, the CEO of Southwest Airlines said, “We made mistakes. We will fix this. This won’t happen again.” So to see it happen to a good friend in December and then to have it happen to me in January…doesn’t seem like they’ve made changes. It makes me not trust them. I had a very bad experience with Southwest, but I want to contrast that with the amazing service I experienced at the Holiday Inn Orlando at SeaWorld. They did a great job. First of all, when I checked in on the 25th, I got in around noon and they got me into my room three hours early. When I found out my first flight was cancelled, they were able to keep me in the same room that night, and told me they would make it work out—however long I needed—when Southwest cancelled the rescheduled flight as well. They told me not to worry, that they would make it happen. I gained so much respect for them. They knew I was in a rough situation and was frustrated with the airlines. The fact that they were willing to be kind and gracious to me made a big impression. I felt cared for and valued by the hotel and felt like to Southwest, I didn’t matter. Not once did Southwest apologize for the extra hotel expenses, extra dining costs—I didn’t matter. I hope you take this cautionary tale and apply it to your real estate business. You want to give out great service—you want to care about and value people. If you make mistakes, like Southwest Airlines did, fix it. Customer service matters and mistakes that you don’t take care of—that news travels and those are the things people remember. Think about whether you are creating great customer service experiences with your clients. If you are making mistakes, are you fixing...