Understanding people and connecting with them can seem hard at times. Especially when that client seems that they think they know what's best for them and just wants to hear what they want to hear.
Example: I had a client the other day that apparently was shopping his mortgage around and had spoken to 8 other lenders. The kicker, everyone was giving him indefinite answers. And one company even said they could do it, but changed things around last minute.
I start to ask him questions and some appear to be personal. ie: income, how much money do you have and can you show, etc etc. Sure, these can be personal, especially if I ask you to show them to me and I am a stranger on the phone.
He interrupts me and states that I am asking to many questions and that the other lenders didn't ask to see everything, not ask as many questions as I did. I had to put my foot down and take control at this moment. Sure, fear sat in, thinking that I could lose this client. But I also want to distinguish myself from the other lenders. And here is my perfect opportunity. After speaking in a strong willed manner, but still being polite in tone, I basically told him that he was seeking my professional help and that in order for me to give him the best product, rate, and service....I needed to ask these questions. He still resisted a 2nd time. Then I defined and separated myself from my competition and basically told him that if he won't answer my questions, that I he will have to seek another lender again. Hence what I said to him next, "You are begging me to lie to you."
Do you understand and fulfill the needs of others:
You need to assert yourself and not let others take control of you or the situation. Having confidence, not true cockiness. This goes back to my example of the client telling me what the other lenders were asking and that I had to keep it short and sweet. The long and short of it is that I wouldn't be able to do my job the way I know how to. Again, defining my character, expertise, professionalism, and able to acknowledge my clients needs. At the same time, treating them the way that I would want to be treated and not just bait and switch them, because they didn't have time to answer my questions. Basically giving them what they are asking for... a possibility or a maybe, but making it sound like a definite.
When you increase your skills in working with others, you increase your ability to succeed in almost all aspects of work and life. Better communication wins.
Conclusion:
The whole idea of being people skilled is knowing or finding how to bring out the best in others in any situation, rather than their worst.
In People Skills Part 2: Here I am going to examine the different aspects and types of people skills, behavior, and identifying certain situations.
My inspiration for writing this blog came from Renee Burrows :Lose the 'Tude Preface: The Value of Being Open-Minded and Objective
Here is Part 2 to this : Okay, so you know what you want? -- People Skills -- Part 2 of 2
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