Don't Make Them Feel Stupid!!
It ought to be a cardinal rule - don't make them feel stupid.
But no doubt we all do it on occasion, although not intentionally.
Most of us have been made to feel stupid by someone else at one time or another - a vendor, a retailer, someone in authority, a rude customer service rep. Not cool.
We often hear, and perhaps tell our clients and prospects, that "there's no such thing as a stupid question." That very well may be true.
But while we may believe it, I think sometimes we do or say things that just might make them feel stupid anyhow. [photo courtesy of hiddedevries on Flickr]
It may a subtle nuance in the voice, or a look you give them without realizing it when answering a question. Or perhaps ignoring what they said.
But more often it might be the way in which you respond, or even the way you phrase a question.
A few examples:
"We already talked about that, don't you remember?" Possibly any response with "don't you remember?" has a subtle implication that ain't so nice, at least if the tone of your voice implies so.
"Why do you want to know?" or "Why are you asking?" at least in the wrong tone, carries a potential implied notion that they are asking a dumb question. Like, why in the world would you be asking that?! Certainly understanding the client's or prospect's viewpoint has value, since the obvious answer from your perspective may not be so obvious to the client. JUSt be careful how you ask!
Avoid the use of real estate lingo. We us it all the time, but most consumers aren't familiar with much of the terminology we banter about. Using these terms as if you expect buyers and sellers to know might make them feel dumb, or at least ill-informed. You didn't used to know what they meant either, did you?!
It's also possible that not answering questions you are asked, apart from being rude, may carry a subtle implication that you don't feel their question is worthy of a response. If you don't know the answer, say so and let them know you will get the answer. And don't forget to do so and follow-up.
Don't make them feel stupid.
Even if they ask YOU questions that make you feel stupid.
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