Building the Trust
Today I had the privilege of attending the RE/MAX Broker/Owner Conference at the Spier Estate. White Wall Web has a long history with RE/MAX but my personal involvement has been relatively short. Today I got to know them a bit better as well as seeing what makes them such a great brand.
It’s great to see a company’s top leadership interact with such charisma, honesty and integrity. It is clear to me that they see RE/MAX as a large family, with each broker/owner a valuable and respected member.
The 2 speakers, Christopher Invidiata from Aboutowne Realty and Steven Murray, President of Real Trends, both gave enlightening and useful talks on a variety of topics, applicable not only to realty, but to business in general. I personally walked away with many revelations and valuable business nuggets that I will be applying in my team.
One of the core concepts of today that resonated with me was trust. This was grouped with 2 other concepts – price and convenience – as the 3 parts to your value proposition. The message was clear; focus on trust and convenience. Price wars are to be avoided.
Trust has always been an important part of the WWW ethic, and it is something that we look for in any other company (and indeed any clients) that we deal with. It is something that we endeavour to build into our systems too, from ensuring the data in the systems is trustworthy, to making sure that the systems can be trusted to work when they should in the manner they are supposed to work.
Trust between people takes a long time to build up and is very easy to destroy. The same goes with the relationship between humans and machines; if a machine doesn’t do what it says on the box, you’ll lose trust in it and probably not use it at all. If a system doesn’t provide you with correct data, you’ll probably discard it for a system that does.
This is why we believe it’s so important to spend time understanding and clarifying what our clients want out of their systems. New clients may come to us by means of a good referral, but we need to keep their trust by understanding what it is that they want then delivering that for them. The moment we falter by being out of sync with their requirements, we take a step backwards on the trust path.
So get to know your client. Spend time with them listening to what they have to say. Build trust and build right. You’ll end up being grateful.
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