When Clients Ask Questions — They Want ANSWERS — Not answers
Posted @ 12:04 am - Filed under Mentoring, Communication
It’s shameful the way I used to answer questions from prospects or clients. The excuse of age is available, as I was only about 27 or so. But even youth, or having just transitioned from homes to investments doesn’t wash as an excuse for my pitiful performance back then. It’s truly a blessing there were no hidden cameras or recorders in the office back then.
Clients would ask me if the rents in the area would tend to rise during the holding period. And I’d answer yes. The problem? Most folks asking
questions want the answer, of course. But what they really want is the why or how behind the answer. Back then it irritated me no end that they wouldn’t just accept my answer as if I was quoting the 11th Commandment from the missing third tablet Moses forgot on the mountain. I knew the answer. Why couldn’t they just take my word for it? What a moron I was. I could have been more full of myself back then, but I’m not sure how.
That’s about the time I was blessed by the teachings and example of Chuck Chatham. As far as I’m concerned Mr. Chatham was absolutely the best teacher mentor and practitioner of real estate counseling. He was an artist pure and simple. As the title of his seminar promised, The Art of Real Estate Counseling, (also the title of his book) he was indeed a master. One the subjects near and dear to his heart was how we, as professionals, dealt with questions from our clients, or those pondering becoming a client. He was especially sensitive to young upstarts like me and a few others in his seminar one day.
You first have to imagine a smallish older guy with what appears to be several centuries of experience. He literally oozed authority. I remember his face as having an eagle’s beak nose, and a patrician like stare, that when focused on you, was both chilling and assuring at the same time. Figure that one out.
Anyway, he’d been talking with some of us whipper-snappers during breaks, and was not happy with either our attitude or demeanor. Don’t get me wrong, all of us had immeasurable respect for him. Heck, he was close to deity to most of us in the seminar. But he was concerned about the high opinion we held for our own skills and knowledge — which he felt was humorously over estimated. Go figure.
His remedy was to teach by example. He took one of the students who was about to start looking for his first investment property, 
and asked him to participate in an impromptu role play. Mr. Chatham would be the professional and the student the prospect. The prospect began asking questions. And that’s when I begin to feel as if I knew nada, zip, zilch about how to really answer questions in a way that actually helped the person across the desk or on the phone. (add email to that today)
It was awesome. It was like watching the Mona Lisa being painted by da Vinci himself. If on my best day, about 30 years later, I can be half as good as he was that day, I’ll die a happy man.
Here’s what I learned that day.
If possible, give the short answer at first. Follow that up with an explanation for that answer. Ensure that explanation is pure substance, with no guessing on your part. Give an example if possible, illustrating your explanation. Allow for chronological context if appropriate. Finally, ask them if your answer was sufficient.
You’ll be surprised how many times that last one generates very solid follow-up questions. When this happens it’s often an indicator they now have more confidence in your expertise and real world knowledge and experience.
Why?
Because in the end, you can’t fake solid substantive answers to real questions. This is especially true when they’re from folks who are asking those questions in part to ascertain whether you actually know more than they do.
When people decide to take a trip down the Question Hiway, you can bet the ranch their destination is Answer City. It’s the pro’s job to honor the question with a worthy answer.
Short dismissive answers given with a false tone of authority just won’t cut it — not in the long run. You must actually know what you’re talking about.
When we as pros answer questions, we must give answers so complete, forthcoming, and informative the questioner is somewhat taken aback — positively. If you begin putting this into practice you’ll never go back to the short, dismissive, “you’re questions are a pain in the rear end” answers.
Why? The change in the way they look at you. You gave them a real answer with an impeccable explanation, and instead of getting served instant pudding, you gave them filet mignon. Talk about separating yourself from the crowd.
Of course, this requires that you actually know the answers. That’s always the challenge, isn’t it?
This entry was posted on Friday, February 15th, 2008 at 12:04 am and is filed under Mentoring, Communication. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
