I am currently reading a book written by my pastor, Caleb Anderson. In the book he recounts a story of an experience he had picking up food “to go” at an Italian restaurant in Newport Beach, California-that I’d like to share with you.
Caleb went inside the restaurant to pick up his order and was greeted warmly and enthusiastically and told that someone would be helping him shortly. A waiter appeared and brought out some bread and olive oil (for dipping) along with a glass of water, while he waited for his order.
Then another associate came out with his food and brought it to Caleb’s car. After he placed the food in the back seat the waiter shook Caleb’s hand and said, “Have a great evening, Mr. Anderson!” and walked away before Caleb could even consider giving him a tip. He was so impressed by the service that he told his friends and family about it-and eventually included the story in his book.
Here is the restaurant’s vision statement:
We at Mama D's are Proud to be the "World Class Crazy Ones". On Our watch, we want to do something extraordinary with our gifts and talents. History will be the judge, but the script is ours. We are on an adventure to blow the doors off "business as usual". We are here to make a difference in the world, and a world of difference.
We are extremely committed and passionate about a culture built on loyal relationships, within our team and the world, that are generated by Genuine Care, Fun, Heart, Honor, and Happiness, ONE PERSON AT A TIME.
Is it any wonder that Caleb wrote about this restaurant in his book? I checked the restaurant’s Yelp rating and they have received 4.5 stars from 2,000+ reviews. It’s obvious they have made it very easy for people to fall in love with them--and in doing so, their business continues to grow.
The same can happen for you, if you’ll just make it easier for prospects and residents to fall in love with you.
What Are You Doing to Win Hearts?
When prospects walk into your office, what is the impression that you’ve given them in the first five seconds? Is it friendly? Welcoming? Inviting? Or does everyone remain sitting at their desks (or in the offices) and pretend not to see the prospect standing in the doorway, wondering when someone else will say something.
Do you come across as irritated that you need to take one more person to the model who you “know” will not rent from you? When the prospect says she isn’t moving for another 6 months, do you hide the eye roll or do you make the mistake of showing it? (I’ve heard of leasing consultants who wouldn’t even take prospects to the model if they were plannng on moving “too far” in the future.)
When Darryl in G305 comes in for the 3rd time today to make a cup of coffee do you find yourself irritated that he uses your office as his personal Starbucks?
OR
Or-do you greet clients that come in by standing up, moving away from your desk and welcoming them to the community? If you can’t directly speak to a client waiting for you, do you make eye contact, smile and do something to that s/he knows you see him/her and that you’ll be there as soon as you can.
When someone says he is not moving for at least six months, do you still give at least as much energy as you would if he said he needed to move in by the weekend?
When Darryl comes in for his coffee, are you the one that tells him to try the new “French Vanilla” flavor that you just got in?
Questions
There are so many people trying to “win the heart” of your prospects (and residents), so what are you doing to make sure you “win the red rose?” What are you doing to be different and stand out from the rest? What are you doing to show that you deserve the customer’s “love?”
Would love to hear what you're doing to show the "love!" Please share in the comments below!
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