Do you know that your voice conveys who you are on the telephone? Do you know that you can create a wall by your attitude even before someone picks up the phone? Do you realize that short sale negotiators are people, too?
The other day I was calling Countrywide to check on a short sale and mentioned that I had a negotiator who was helping me on several contracts. I said I didn't "know why she was so nice". The phone rep said, "Well I can understand WHY". So I asked,"Why?" "That's because YOU are so nice!", she replied. I almost fell off my chair. But I thought about it. Whenever I call a short sale lender OR talk to another agent, or to anyone, I feel "expectant" curiosity, openness, and kindness. Most of the time, I get a surprisingly "human" person on the other end of the phone. Initially, you might find they have their guard up. The other person doesn't know what they are going to get - they don't know if they are going to talk to a real estate agent who is angry or arrogant or haughty. These negotiators get "yelled" at a lot, so they probably don't want to show any any human vulnerability at first.
But consider this:
People want to be liked
People get defensive when they are picked on
People like to be understood
It is human nature to help others
No one likes to be demeaned or criticized
Most people want a connection with others
Instead of always looking at the end goal of "How can I get this short sale approved or this deal to work", look at the first priority- relationship. I find that 95% of the people I talk to are very nice and friendly. When a negotiator gets an unexpectedly pleasant, uncritical phone call you can actually brighten his day. You will hear the guarded voice fade away right over the phone line. The other 5% of the people who are not nice I chalk up to this- they've got a personal problem going on. Maybe their boyfriend broke up with them, or they have a sick relative, or maybe their whole life they've had self-esteem issues. One never knows. So when that happens, call back another time, or get another person on the phone, and take a deep breath.
Remember these tips when communicating: curiosity, openness and kindness. You don't have to be "right", you don't have to know everything, and you don't have to "judge". You will find the rewards even greater than your sales.
It's Wendy!
Wendy Rulnick, Broker, CRP, CRS, GRI, ABR Rulnick Realty, Inc.
Destin Florida
Call toll-free 1-877-ITS-WNDY (1-877-487-9639) or local 850-650-7883 ext 204
All Rights Reserved. *How to Talk to a Short Sale Negotiator* Contact Wendy Rulnick regarding Destin Florida real estate and vicinity. Copyright © 2009 by Wendy Rulnick.
