Customer experience design

If you’re going to command the greatest fees, referrals and success, then you’ve got to understand customer experience design. My Coaching Tip this week will show you why Chanel can charge 300 times what the Reject Shop does and how that relates to your business.

I’ll illustrate perceived value with a comparison between what customers find when they visit a Reject Shop vs. a Chanel store. It’s about more than just selling properties. To be the best you must deliver a Chanel-level experience for your clients. 

Your brand is directly associated with everything the customer experiences whilst working with you. People see value at both ends of the proposition. You must decide whether you’re going to be Chanel or the Reject Shop.

In your estate agency, everything is about your customer experience design. I’ll tell you how to build customer loyalty, why you must take the long-term view, and how to redefine what customer service looks like on the inside of your business.

Ep 266 – Setting the scene

In this weeks episode, Alexander Phillips and Josh Phegan discuss the opening moments in building rapid rapport with a potential vendor, the role of customer experience in booking the appointment, setting expectations, and learning from critical errors so you can prevent them in the future.

Getting back the routine

What’s in your calendar ultimately defines what your real priorities are. In this Coaching Tip, I’ll show you why getting back the routine is the most powerful thing you can do and how it will set you free.

It’s critical that you have a set of values to guide what you put inside your calendar, and it’s not just about work – it’s about your whole life. I’ll help you understand your restrictions, limitations, and opportunities so you can set a routine that works for you.

I’ve found that working inside a 45-minute session at the start of each day is the most important thing you can do, and I’ll show you how that works toward building momentum. Your routine must support you in doing the things great agents do.

A big part of getting back the routine is about looking after self. I’ll list some of the things you can do every day to make sure you can really perform. A full diary is a fun diary, and routine will enable you to maintain consistency and the power to do your best. 

Alignment

You’re doing all the right things to really make it happen, but it isn’t happening. In this Principal Coaching Tip, we’re going to talk about alignment because I regularly walk into organisations where they have a massive issue around this one simple thing.

I’ll relate a particular experience I had working with a principal who wanted me to talk to his property management team about growing from 800 to 1000 managed properties. I’ll explain where the pushback against that growth can come from, and why.

The most challenging thing in business is that we send our people on a quest, but we don’t do the research or seek consultation so we can show them how to get there. When people can see where the growth markers are they’ll be able to go where you need them to be.

Your role as a business leader is to make sure your people are clear about what the mission is, where to go and how to get there. It’s your job to channel everyone and help them with alignment so they can succeed.

Ep 265 – Clarity with terms

In this weeks episode, Alexander Phillips and Josh Phegan discuss how to set the terms clearly for the moments that matter, how Alexander sets out the terms of buying before the auction, the power of organisation – getting everything in the right order so you can act quickly, and empowering buyers to act in fast markets.

You must care

You should be thinking about changing your relationship with your existing customers. In this Coaching Tip, I’ll show you why you must care, and I’ll begin by telling you about a personal experience I had with an agent who sold a property to me.

What my story will illustrate is how your past clients feel about you and your business when they never hear back from you after the sale. I’ll also list several of the opportunities you could be missing out on when you fail to maintain those relationships.

Why build a huge database and then do absolutely nothing with the data that’s in it? I’ll help you understand the power of the “data lake”, which is the collection of all the information you’ve been gathering about your customers.

You must care for the people on the inside of your customer base so that you can profit from them later on down the track. Move away from the instant gratification of right-now listings and understand the power of transformative relationships for your business.

Ep 264 – The question skill

In this week’s episode, Alexander Phillips and Josh Phegan discuss questions as a skill, including what makes a great question, the difference between situational and problem-based questions, how to develop question flow, and the game-changing questions for better conversations.

New markets

Cracking a brand new market is such an exciting part of your real estate career. It’s not just about you, it’s about your entire business, and my Coaching Tip this week will show you how to really leverage what you can do to be a great agent.

We’re going to think about all the relationships your business already has, work with your existing data, and track on your past clients, buyers, and landlords. Leveraging all of those resources will significantly change your momentum.

I’ll explain how to leverage those relationships. We’ll talk about how you can take part in your community and schools, and what you can do with local businesses. It’s about amplifying what you do to change your momentum.

We’ll look at data migration patterns, being where the customer needs you to be, turning your marketing off and your focus on to work with the people you already know, and having a system for breaking new markets. Set out with intention and you’ll achieve your personal Everest.

I hope you’ve enjoyed today’s Coaching Tip, and I look forward to seeing you here again next week.

Ep 263 – The leap to a team

In this week’s episode, Alexander Phillips and Josh Phegan discuss why agents grow a team, including the decision to go all-in, the problems you’re solving, why you need to narrow what you do, and why great team members should amplify what already works.

Drive your potential

You know you better than anyone else. It’s important for you to really understand your behaviours if you want to feel and perform better. In my Coaching Tip this week I’m going to help you learn to drive your potential through discovering what excites you.

Make a list of the things that make you feel great. You need to make time to do those things, but also get the rest you need so you can push yourself when you need to. Now more than ever you need to learn to switch out for a while so you can really switch on when it matters most.

We’ve all been in “On” mode for months – on alert to what’s been happening in the news, media, and on social. But how much of all that has been about what you really want? I’ll tell you how to make that decision to find what really works for you in your business.

I’ll give you an exercise to help you discover what you need to do to stay in your zone of high performance. The more you know about how you perform at your best, the more you can focus, scale, and drive your potential.

I hope you’ve enjoyed today’s Coaching Tip, and I look forward to seeing you here again next week.