We all love good stories, especially ones that resonate.
While listening to Wim Hof, AKA The Iceman, known for his work around the potential (somewhat controversial) physiological and more specifically, the neurophysiological benefits of cold water immersion, a discussion highlighting the deleterious effects of “ego” drew my attention. Hof, relating the physical assaults to his own health his “ego” played, cited his new mantra (playing on the words of ego) “We go vs. Me go”. Brilliant, poignant yet insightful and catchy.
Coincidentally, that day, the significance of the mantra was underscored by a client unable to focus on the business discussion at hand due to the stress he was experiencing from his real estate agent. Enter one of the key drivers in building a great business: authentic, compassionate customer relationships. Time to put the coaching certification (that I wasn’t sure was beneficial until this moment) into play and just listen.
“What is the challenge?”, I asked. “Well, I’m stuck with this agent for four months, paying a hefty price and I’m not happy”! A further inquiry revealed that the agent was falling short of my clients’ expectations. My client felt he, himself, was driving the business, suggesting the best price, not relenting in desperation at the first offer, playing a good negotiation game and finding all the answers to the questions his agent wasn’t able to provide. I asked my client what type of communication outlining his expectations did he have with his agent? Turns out, he asked all the right questions and implicitly stated his expectations, however, his agent appeared to be invoking the “Me go”vs.”We go” response (and I am paraphrasing): “I have been a real estate agent for the last 18 years and have expertise in this area!”. Implicitly stating, I’m not interested in your feedback! Unless you are living under a rock, it won’t take a rocket scientist to figure out what will happen at the end of the contract, but, I felt compelled to compassionately ask: What will you do upon the conclusion of the contract? “Have you heard of Purple bricks?”, he asked, as his voice perked up with excitement at the possibility of a meaningful solution to his challenge. “Indeed I have”, I responded, “in fact, a friend just used them, sold her house in two days 10% over the asking price, saved over 10,000 in related fees and has now recommended it to everyone of her clients (as one of the most coveted hairdressers in the most popular salon of one of the largest growing cities… well, you do the math).
What do you think my client will do if asked for a recommendation for his ex-real estate agent? And the future of Purple Bricks if it continues to provide remarkable service and meaningful outcomes for the people they exist to serve? The memorable and resoundingly successful old Fabergé commercial (even more meaningfully profound today with the advent of social media) sums it up beautifully:” Then they will tell two friends, and they will tell two friends, and so on and so forth”.