Sales, Mortgages, and "The Waiter Rule"
Posted by John Scott Smith on Tue, Mar 09, 2010 @ 03:32 PM
Remember The Waiter Rule? It says that you can learn a lot about my character by how I treat the waiter. The waiter rule exists for a very simple reason: I already know how you're going to treat me to my face. What I want to know is are you looking out for me. Are you concerned about my outcome? Or, are you just in this for yourself?
Particularly after the housing meltdown, customers are leery. They are suspicious of mortgage brokers. After all, they don't really want a mortgage: they just want a house. Our customers are looking for clues, any clues they can find, about who we are and how we'll treat them. Of course, the good news is that means that every single person on our team has the chance to turn the next prospect into a lifelong customer.
I'm a parent of young children which means that going out to dinner can sometimes be...challenging. Recently, when we were at a restaurant the boys were being very good, but it was getting a little late for them. I ordered my burger medium-rare. (Yes. I know. I live on the edge...) Sadly, when it came, it was way overcooked. No biggie. I'll just eat it so we can get the kids home.
The waitress made her routine rounds and asked me how everything was. I just said, "fine," and went back to eating. A moment later, she was back with the manager. The manager said, "Julie (our waitress) told me that she thought that your cheeseburger came out overdone."
"It did, but I hadn't even said anything."
"That's no problem. She noticed and asked me to come over and make it right for you. Would you like me to bring you another one? Or, can I bring you another beer, on us?"
Talk about "above and beyond!"
Julie has a thing or two to teach me about sales. She probably has a thing or two to teach all of us, really.
Look out for our customers. Even when they say that everything is okay, make sure they're taken care of. And, of course, they'll be back. With friends. Besides, after that experience, where else would I go next time? Where would you go?
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