Good Shop-Bad Shop: My trip to LA
By Shirleen Von Hoffmann President and Business Development Coach for Home Builders Edge and Vortex Sales Solutions copyright 2012
Last week I was in Southern California doing some additional Coaching Training for myself. I want to further my coaching skills because I really am determined to provide “transformational coaching” for my clients. But no matter how hard I try to further my skillsets and education around the psychology of a Sales Person and how to help them transform. It really doesn’t make a difference if they themselves don’t want to take the extra steps to be the best! All of the training, coaching in the world will not make a difference if the person receiving it, operates on old methodology and goes right back to doing what they are used to.
So while in Southern California, I visited 7 communities in various locations, all the builders were the top 10 national builders. Unfortunately if I was mystery shopping these folks they would have received 30% or less out of 100%. It was so disappointing. It is unfortunate but a Builder just never knows what exactly goes on in the community UNLESS they utilize Mystery Shopping on regular basis. So here’s what happened:
It was a beautiful sunny afternoon, midweek, and none of the communities had visitors when I arrived.
Walked in, was greeted and I in not so many words let the Sales Person know, I was from Sacramento (400 miles away), relocating due to job and am looking to move in 30 -60 days but am flexible. Non contingent and preapproved. I had been on the website, wanting to look at the ___plan due to the bedroom downstairs for my Mom. And I am very interested in the builder’s energy efficiencies due to my older home’s energy bills. I am driving a new Prius.
So what does this first piece of my story tell you? It should tell you and you should be excited about the fact that I AM A SALES PERSON’S DREAM:
- I have driven 400 miles to look at your homes ( I am serious)
- I have done my homework online ( I am serious)
- I am prequalified (I am serious)
- I am non contingent (I am gold!)
- I ready to go in 30-60 days ( I am serious)
- Have already picked one floorplan that meets my needs (I am serious)
- I am interested in energy features, I drive a Prius. (I am serious)
Bad Shop: So here is what I got…remember 7 Communities…
- 1 out of 7 Agents walked with me in the models, remember there was no other traffic…
- 1 out of 7 Site toured me
- 5 out of 7 Agents did not ask me ONE question on their own.
- 1 out of 7 asked me more than two questions.
- 2 out of 7 Got a card
- 2 out of 7 Followed Up (the same two that got the card-can’t follow up with me without one)
- 4 out of 7 me they put in dual pane windows for energy efficiency but really could not tell me much more than that. Really Dual Pane? Doesn’t every builder do that in 2012? One looked like a deer in the headlights when I asked about energy features. Leaving 2 who somewhat talked about the key element I asked about.
- 0 out of 7 Agents asked for the Sale
- I had to ask all the questions and give all the information to all of these Agents. So 6 out of 7 were experiences with folks who seemed more like hourly workers not commissioned sales people.
1 out of 7 of the Agents took the time to sit me down, talk about her energy features, she had figured out her value proposition, she was upbeat, fun and seemed to want to sell me a home. Even though her front end skills were very weak and she didn’t walk me, she did a good job on the back end and built rapport. But even she never asked for the sale. And granted her selling was by no means perfection, it was the saving grace of my day that someone took me serious and gave me the time and attention I deserved.
So what does that tell you about who is in the field representing millions of dollars of inventory for you?