Conflict-Resolution?

Sounds like an oxymoron doesn't it?

Being a successful New Home Sale Person and interacting with new people every day, I have become very experienced in conflict-resolution.

I'll stop short of saying I'm an expert in the field because that would imply two things:

1. That I have been exposed to every known conflict and have an answer to all of them...which I don't.


2. That I deal with customers that are not happy....also very far from accurate.

I will say, that in any people business (which is ALL Businesses by the way) natural human emotions can be stirred up rather easily. So, it is important to understand how to remain calm and provide resolutions for people.

Many companies operate under the theory of the blame game...not productive.

At a former company that I used to work with, if any problems ever arose, the management team would literally hold a meeting to try and figure out whose fault it was.

Crazy I know. They would actually spend hours of time looking to assign blame to either an employee or a customer rather than spending their time looking for solutions and remedies.

They didn't understand that the past is over and the future was in their hands. Regardless of the situation and how you got there, you MUST look forward and not backwards to achieve any resolution.

Suffice to say, this company did very well during the housing boom because it didn't matter how they treated people. However, over the course of the last two years, their business is suffering terribly.

The key to successful conflict-resolution is creating a Win-Win situation. Both parties involved in the conflict must feel as though a positive solution has been reached.

I'll be expanding on this topic in the coming weeks with a more elaborate article as part of my Ezine mailer that I send out.

The Vegas Principle

I'm not sure if this is a Real Theory or not, so I'm gonna proceed as though it isn't.

I just spent the better part of this week in Las Vegas and came away with great appreciation.

Now I have been to Vegas on several different occasions, but it never really dawned on me until this week what they do so well.

You see, everyone that works in Vegas understands this principle already.

They ALL understand the simple theory of being nice and courteous.

When you have a problem with your room.

No questions or doubt, just quick assistance and a gift card.

When you have a problem with where something is.

Just solutions, maps, and directions.

If you don't understand when to "hit" in Blackjack.

Ask the dealer, they will help you...if you listen, you will actually win.

What they ALL understand is that by making EVERYTHING hassle free by being nice and courteous, YOU WILL hand over your money to them!

Simple right?

Well, it really is. Take care of your customers, make things easy, and be courteous.

Vegas is such a perfect example.

I believe people want to give their money to you, but you MUST provide them with Value First.

It’s ALL about commitment…wait, what does that mean?

Have you ever been in the situation where you asked someone for help?

This could be your best friend, your Mom, your Brother, your co-worker, your boss, etcetera.

Commitment: An act or pledge to do something in the future. This is the definition that is in Webster’s Dictionary.

Let’s see, an act or pledge to do something in the future. Hmmm, I think I can see the problem with that already. There is not a when mentioned. The future can be any point that occurs after the agreement for the commitment takes place.

So I guess all the non-committers out there can rest their laurels on this tiny little loophole that spares them from actually doing anything…ever. Obviously, this is not something that will apply to you, since success is your goal and Commitment to action is one of the most crucial steps towards that success.

The basic principle to achieving any level of customer satisfaction, even the very minimal standards, is to maintain some marginal level of commitment. Having said that, marginal and minimal are not what brings you an overjoyed barnstorming group of raving fans for customers.

Today, we redefine commitment.

Okay close your eyes for a minute and clear your mind of all thoughts. When you open your eyes, any old ideas of what commitment was will be gone forever.

From the moment you read the next sentence, commitment will have a New and More Life Impacting and Life Changing Meaning.

[Queue the glowing white doves and the soft sound of church bells ringing in the background]

True Commitment is an act or pledge to take an action to satisfy a need at a specified time in the future that is agreeable with the person that desires assistance.

Key Points:

1. Take Action


2. Satisfy THE Need


3. Specified and Agreed Time frame

These three Key Points are absolutely paramount to satisfying the needs of another person. Without any of the three, Customer Happiness is something that most likely will not occur. Sure, you may meet the marginal and minimum requirements of customer satisfaction, but True Customer Elation will not happen.

In any business or life endeavor that you set out to achieve, help is going to be needed to push you closer to finishing your quest WITH success. By immediately putting this new definition of commitment into practice, you will have people coming to you that are willing to help.When you make a Real and True Commitment to help someone and provide value, the law of reciprocity kicks into high gear.

The Law of Reciprocity is the principle that others will reciprocate in kind to the way you treat them.

In other words:

“You scratch my back, and I’ll scratch yours”

“You reap what you sow”

The basis behind Reciprocity refers to the fact that people respond to a positive action from you with a positive action of their own. On the flip side, a negative reaction from you will accompany a negative reaction from them.

Commitment Steps with Detail

Take Action: This means to make the conscience decision to willingly pursue more information in direct accordance with the desires of the person that needs your help.

Satisfy THE Need: When a person comes to you for guidance or more information, make sure you have identified the correct need. After this is established and you have taken action to satisfy their need, be certain that you have actually done so.

Don’t assume anything at this point. Ask them a simple follow-up question like, “Is this the information you were looking for?” or “Does this help you?”. Make sure the help you have provided is the help they desire.

Specified and Agreed Time Frame: This is a BIG one and is the most misunderstood. Taking action and Satisfying THE Need will mean nothing if it is not in accordance to the time frame the person needs it in.

At the outset of the conversation of someone requesting your help, be sure to understand when they need the issue resolved, the data to be sent over, the warranty item to be fixed, etcetera, etcetera.

Without this understanding and resolution time frame, you are NOT really helping. Let them know how long it will take to get what they need and verify that your time frame coincides with their timeframe.

What level of commitment are you willing to take to succeed?

Likeability TIP- Don't be the LOUD Cell Phone Talker guy!

Have you ever noticed that when people answer their cell phones in public, their voice suddenly raises several octaves?

Why do people feel the need to talk as though they are stuck in a wind tunnel and the only way to give the listener the most valuable of all information is to talk so loud as if their life depends on it?

This is something that has always confused me. It never fails, as soon as you walk into a store or a restaurant, someone will get a phone call and go from a normal inside talking voice to that of an obnoxious celebrity that needs to tell all their fans and paparazzi what is happening.

I think the public cell phone call makes the talker feel like they are starring in their own movie and all the people around them are just “extras” or “fans” getting a glimpse into your life.

Since you are the star of the movie, you have to “over” talk, make yourself sound WAY more important then you really are, or laugh louder than normal to entertain your audience.

It’s almost as if the cell phone gives people a feeling of importance and empowerment that otherwise doesn’t exist. The public phone call is your opportunity to “show off” your power, control, humor, stature, popularity, or any other role that is otherwise lacking in your normal daily life.

When the phone rings, your fifteen minutes of fame begins.

I’m going to burst your bubble just a little bit. It’s not fun to be an “extra” in someone else’s movie. It is actually really annoying and somewhat inconsiderate of others around you.

Now I have to admit, from time to time I have actually been entertained by the “I’m so important talker.” For some reason, I gain enjoyment from listeneing to people talk about how they are thinking about quitting their job and how their company will really miss their valuable input when they are gone, yada, yada, yada speak. Or my personal favorite is the “I’m gonna tell my boss off talker”.

This is always funny for me. I love the people that tell other people how they either told their boss off or that they are going to. I am willing to bet very few of those “telling your boss off” conversations ever really happen, so it always perks up my ears when I hear that kind of talk.

I realize that most of these conversations take place in more of a “blowing of steam” manner, but when they happen on the cell phone in public, they are always in the harsh factual power tone so their audience gets the impression they are a real force on their job. I think it is the ego boost that derives from other people hearing of your importance that is the real reason for this kind of talk.

The thing about being the “loud cell phone talker guy” that impacts likeability is simple. You lose credibility when you talk “big” talk or you are obviously making yourself seem over important.

It really means that you may lack the internal confidence to not need this extra ego boost to always perform at a high level. Aside from that, you never know how is in your audience, perhaps it is someone that knows you or works with you. Maybe it is a manager at a company you would like to work for and you show up for an interview and they remember you as the annoying loud talker.

The best rule of thumb here is when your phone rings in a public setting, walk away from the majority of people and have your conversation somewhat privately. If you need to yell to have your listener hear you, get a new cell phone.

It's all about genuine excitement!

I'm a HUGE Sports fan and have been a Texas Rangers Baseball fan since I was just a little kid.


With the small exception of a couple years about a decade ago they have been just awful.


They have always been missing that little extra oomph that all successful teams have. For years I have watched team after team fail to win.


Over the years I have made the comment countless times that it just doesn't look like they are having any fun. They are TOO business like in their demeanor.


I am a BIG believer in the fact that you MUST LOVE what you do and have a TRUE PASSION for it to see any real success.


Well, this year's team has the "IT" factor. I don't know if they will make the playoffs or not, but this is the most fun I ever recall this team having. This summer I believe is the first time in their history that they figured "IT" out.


In an era where professional sports are more often referred to as a business than a game, you no longer see the zany personalities or joking around.


The 2008 Texas Rangers have captured the essence of Passion, Desire, and Teamwork. They understand they play a GAME for a living and get paid millions to do what they love.


Take a look at this video form earlier this year and you will see what I mean. This genuine exuberance took place during a rain delay at a game in New York.

Curt Fletcher is a Real Estate Expert, New Home Sales Professional, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!

Are you creative?

What is creative?

Is it having a new idea pop in your head for the first time?

or

Is it creating a new spin on an old idea?

In talking to people I often hear them say, "I'm just not that creative."

The thought behind that stems from that fact that the "big idea" never pops in their head. So they don't feel creative.

Creativity though in most cases is not the "big idea." Rather it's a NEW spin on an old thought.

The difference between people that become successful and those that do not, is the ability to look at the normal approach to a situation and change it in such a way that creates a feeling of originality.

As a side note to Realtors, labeling every home as "one of a kind" or any other generic comment is not creative.

It isn't necessary to re-invent the wheel, but you can make the roll more smooth.

Curt Fletcher is a Real Estate Expert, New Home Sales Professional, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!

Don't stare at that closed door too long

There is a famous quote by Alexander Graham Bell:

“Sometimes we stare so long at a door that is closing that we see too late the one that is open.”

Basically, the meaning is that when something negative occurs in life, people often dwell on for so long they miss the new opportunity that has opened up.

A few years ago I recall a situation in which I sold a home to someone. It was a scenario where I was building them a new home, so the process had taken about 3 or so months at the point in which they told me they wanted to cancel the deal.

In the new home sales business cancellations happen, it's just a fact of life, but this particular scenario, really seemed to bug me.

At the point of cancellation, I had invested a vast amount of time and energy trying to please this person, but nothing seemed to suffice.

I recall feeling a bit angry and somewhat dejected as I sat in my office when someone walked in the door.

When I heard the door make the BEEP! noise to let me know someone walked in I have to admit my first thought was....What now?

Horrible, I know.

In any case, I decided to suck it up and help this person that best that I could.

As it turned out, they bought that exact home that I cancelled earlier in the day, than over the ensuing 3 months, they referred 4 other family members and a couple friends.

They ALL bought homes from me and they ALL closed as Happy Homeowners.

I could have just put my head in the sand and felt sorry for myself, but I didn't. Because this other buyer cancelled, I had the NEW OPPORTUNITY to help someone else.

This NEW opportunity led to 6 NEW Sales!

That was the moment that I learned how important the quote from Alexander Graham Bell was.

Do you stare too long at a closed door?

Curt Fletcher is a Real Estate Expert, New Home Sales Professional, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!

Where is the Passion?

I am wondering to myself how many times I will walk in a store or call some sort of service provider to be greeted with....."hello, my name is blah....how can I help you today?"

The thought that I have is two-fold:

1. That is the same generic question everyone for every company asks.


2. Why do you have zero emotion in your voice?

If you have no desire for what you are doing, STOP doing it!

There are lots of things that you can do so wasting the time away being miserable is not worth it.

Try something different...perhaps one of these phrases with some BIG EMOTION in your voice!

"Thank you for calling! I'm [insert name], how may I benefit you today!"

"Welcome to [Insert Workplace], I'm [Insert Name]! What would you like to Accomplish Today?!"

Instead of saying "hello" first, try thanking / welcoming first. It is disarming and polite. It is a subtle way to open a conversation that feels more comfortable.

Sometimes "hello" sounds like you are disturbing someone or bothering them...it can make the person that is needing help feel like a nuisance....depending of course on Passion and Voice Inflection.

Try it. See what kind of results you get. You won't be disappointed!

Curt Fletcher is a Real Estate Expert, New Home Sales Professional, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!

Why is Likeability SO IMPORTANT?

Over the years as products and various services have improved the mind set of many people is that the product will sell itself.

There are not many training programs that currently exist that focus on much more than increasing product knowledge and demonstration skills.

The BIG reason why YOU make the difference is this exact reason.

As products have improved and sales people have a better understanding of the product itself...the personal touch has been left behind.

People have learned to sell stats and facts rather than focus on the buying needs of your prospect.

Here are some Quick facts:

• There are TONS of choices for people today.


• Sales People generally sell Stats and Facts.


• Prospects Assume comparable products are the same..except price.

This data tells me that with so many similar choices in the market place and most sales people giving the same stats and facts presentation...providing a different experience to a prospect WILL create a NEW and Unique experience.

Many important choices in life come down to Likeability.

1. If someone likes you, they will talk to.


2. If someone talks to you, they will become more comfortable with you.


3. When they become more comfortable, they will open up and become truthful.


4. When they become truthful and open, you can listen to their real needs.


5. When you hear their real needs, you can tailor your presentation and product demo around helping them.


6. When people feel helped, they perceive Value.


7. When value is greater than price.....A Sale is made.


8. When you provide Outstanding value and complete a sale, you gain a NEW Fan.


9. New Fans create referrals.

This is the cycle of Success and Likeability is the Key Component!

Curt Fletcher is a Real Estate Expert, New Home Sales Professional, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!