NTCAR How to Build Meaningful Client Relationships

NTCAR | building meaningful
relationships

Likeability and Giving Value
• Likeability = Opportunity
• Giving Value = Success
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The Truth About Likeability
 People do business with people they like and
they trust.
 At UCR, we try not to take ourselves too
seriously – just our clients. We are focused,
passionate and really care.

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 Having qualities that bring about a
favorable reaction.
 The ability to create positive attitudes in
other people.
Definition of Likeability

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Four Elements of Likeability
EMPATHY
RELEVANCE
FRIENDLINESS
REALNESS

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Four Elements of Likeability - continued
 Friendliness: your ability to communicate your openness
and your liking of others
 Relevance: your capacity to connect with other’s
interests, wants and needs
 Empathy: your ability to recognize, acknowledge and
experience other people’s feelings – their
frame of reference
 Realness: the integrity that stands behind your likeability
and guarantees its authenticity. Being
genuine, true and authentic

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Characteristics and habits of highly
likeable people
 Be attentive to others and never stop listening
 Compliment people who deserve it, whether you
know them or not
 Make yourself available and approachable
 Never try to be someone you’re not
 Have a genuine smile and use it
 Make frequent eye contact
 Have a sense of humor and laugh often
 Remember names and address people by their
names

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 Act smart / be interesting
 Always ask to help and help when asked
 Be honest – never get caught lying
 Control hostility
 Be polite
 Be positive – be engaged – be passionate
 Learn empathy
 Appear attractive
 Listen more
Characteristics and habits of highly
likeable people

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 When we focus on adding value to other
people’s lives, it completely shifts our
perspective.
A Quantum
Shift

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“If I help people get what they
need and want, I will get what I
need and want.”

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Giving Value = Success
 “The best selling technique is not to sell,
but to commence the service process.”

 “The truth about selling is that it’s not about
your product, and it’s not about you – it’s
about the other person.”
 It’s not about you…it’s about them!
Truth About Selling
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Having a Purpose
 The key then becomes having a precise and
clear purpose for a call.
 NAVIGATING THE WET/DRY ISSUE AND OUR
COMMITMENT FOR CREATING CHANGE IN
THE WET/DRY LAWS IN NORTH TEXAS.

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Introduction Example: The Total Wine Call
“Phil, thank you for getting back to me. We are leading the
commercial real estate effort to effect change and have invested
heavily in both time and money in understanding the wet/dry issues
for the retail sales of alcoholic beverages in north Texas. I believe
our knowledge relative to these critical issues would be of great
benefit and would like to share it with you. Have you guys begun
to grapple with the wet/dry issues in north Texas? I plan to be in
Maryland twice in the next six weeks: the week of XXXX or
XXXX, but will come at your convenience. What would be best for
you?”

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Stemmons Award Winners in their own
words: value, action
“I have found it valuable to provide clients
(and other brokers) information that is useful
and accurate, not vague. Yes, you may
make yourself vulnerable to someone taking it.
It builds trust that you are concerned about
the other person’s interests more than yours.”
-Chris Teesdale, Colliers

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“Knowledge: be the ‘expert’ in your area. A
client who knows more about your area than
you do will have no need for your assistance.”
-Darrell Hurmis, Henry S. Miller Co.
words: value

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“You can never do enough research. Try to
know more about the property/submarket
than the owner.”
-David Gleeson, L&B Realty
words: value

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“Exceed expectations: to paraphrase Mother
Teresa, ‘Let no client ever come to you without
leaving better.’”
-Phil Baker, Magellan Commercial Realty
words: value

 Excellence: see how much more value you can create
than what you are paid for.
 Consistency: be someone that people can always count on.
 Attention: attention to detail – before – during – after.
 Empathy: walk in the other person’s shoes.
 Appreciation: say ‘Thank You’ and mean it!
Creating Value
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 the client thinks of you right away when they need help or
solutions
 together you have mutual problem solving and mutual
growth and profitability
 communication is much better
 it’s more difficult to get displaced by price
 time is used much more productively
 the scope of your business grows
The Benefits of Productive Business
Relationships
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 be honest about what you can and cannot do
 make their job easier
 always return calls/emails promptly
 bring them retailers or sites/help them make more money
 provide the best possible support AFTER the transaction
 understand their objectives and help them to achieve them
 gain understanding of their business process and products
 keep up with industry trends and share with your client
 solve their problems by thinking out of the box
 be service driven, not fee driven
 make their concerns your concerns
 communicate about new services
 schedule planned visits with specific purposes and outcomes
 do what you say and follow up to be sure client is satisfied
 listen, listen, listen
Ways to Build Strong Business Relationships
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 listening is not the same as hearing
 listen with your ears, eyes, heart and mind
 listen with intention and show interest
 don’t interrupt
 stay focused
 take notes
 confirm your understanding
Learn How to Listen
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 don’t get caught up in internal politics
 don’t knock your competition
 don’t put down the people who work in your company
 make sure you really can fix their needs
 don’t be pushy or become complacent
 let the customer determine how personal they want to be
 identify problem areas and then don’t go there (religion,
politics, texting during meetings)
 avoid negativity of any kind toward anyone or anything
 avoid revisiting problems that have been solved
What to Avoid to Maintain Good
Relationships
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 consider everyone as you would a close friend
 communicate clearly and directly
 pay attention to their level of interest in what you are offering
 ask open ended questions to find out how your services can
help your client – how, why, what, where, when, who
 get personal when the opportunity arises; show care and
concern
 listen, listen, listen
 make the client feel like he/she is your only client
 do what you say you’re going to do
 admit mistakes, take responsibility for problems
Tips for Building Trust and Rapport
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Final Thoughts
 building strong customer relationships helps build
loyalty
 building relationships allows you to partner with and be
integrated into your customer’s company
 you’re not considered just another salesman pushing a
service
 you and your customer can have a sense of trust
about your relationship
 never take the relationship for granted – as soon as you
do, you’ll start to lose the trust that you worked so hard
to gain

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Bibliography
 Go- Givers Sell More
Bob Burg and John David Mann
 The Likeability Factor
Tim Sanders
 The One Minute Sales Person
Spencer Johnson, M.D.
 The Trusted Advisor
David Maister, Charles Green, Robert Galford

NTCAR How to Build Meaningful Client Relationships

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