I look at the person at the front desk as the face of the building. Building services staff(s) invariably view customer service training as an investment being made in their future and makes them feel better about the importance of their role and in turn , motivates them to perform at a higher level of resident care.
If you want the building to run smoothly, if you want to maintain a long-term residents, one of the easiest ways you can do that is by providing them with great service, and that starts with the staff of the building.
You go to a fine hotel and expect great service and your stay may just be a day or two. It is ironic that shareholders and condominium owners may have paid millions of dollars for their residence , and inherit a building services staff not formally trained like those working in high end hotels”
The concept of such training is nothing new in the hospitality industry (which, as its name implies, aims for impeccable manners). But when it comes to residential buildings in New York City, in-house managers generally handle the training of staff, offering on-the-job pointers that teach employees the mechanics of their jobs but not necessarily the details of proper etiquette. Few boards provide formal customer service training for staff, although one of their main duties is to serve the needs of the residents who may have paid multi-millions of dollars to live there.
Many builders conduct their own exit surveys at communities that are not performing up to expectations. Response is normally weak and the information gained is a bit jaded simply because it is the builder who is the administrator. Les’s expert telemarketers identify themselves as working for Newlands Market Research (an independent firm), record an outstanding 10% + response rate, and gain great insight as to the prospects opinions and perceptions of the community. Furthermore, they discover what is stopping them from purchasing and what they think of the competitive environment, and any other nuances the builder/developer would like to get a better grasp of.
Some real estate brokers or agents themselves may recognize the need for intense, focused individual training. We have vast experience in training agents on this individual level. While group sessions are always open to questions and directed advice, some agents may not feel comfortable enough addressing all of the questions they may have in the open-forum format. Furthermore, it may be difficult to pinpoint the areas of improvement needed for an individual salesperson when they are in the midst of a group. Les is motivational and very user friendly, and he personally conducts the sessions. As a broker, if you recognize the need for skill enhancement in certain individuals, we are there are to help.
Builders and developers have a huge investment in their communities and should have the opportunity to know what their on-site agents are saying and doing on a day-in and day-out basis. Newlands Sales Consulting's shopping team is comprised of former on-site agents and understand the on-site sales process. They never look to catch an on-site agent doing something wrong- moreover, they look to catch them something right. Because of their experience and expertise, they rarely get caught. Les personally trains and supervises them, and has a large role in the report's development and ultimate grading.
This cost efficient team training is very popular and can target any one of or combination of nearly forty pertinent selling skills. “Getting price breaks” , “Building value to justify the price” and “Negotiating Strategies” are just a few. Refer to the "Modules" section of our site to see some of the material used.
For New Home Group Sales meetings, any of the topics can be dovetailed together for a compelling training session.
We conduct tailor made sales skill related programs at your choice of location. After evaluating agents sitting a particular site, a program can be developed that rifle-shoots at need areas that might have been uncovered. A variety of training modules can be woven together for a program or be delivered stand alone. They can be directed to a large audience or site specific. Most popular today are "Creating Urgency for Buyers", "Test -Close Questions and Meeting Closure", "Preventing Buyers Remorse / Keeping the Deal Together"...or basics like a review of the "Power Path of Selling On Site".
With all the discounting and negotiation today it is hard to pinpoint what the competition is really doing. All builders "shop" the competition by having their on-site agents call and or share information. Typically, just list pricing is gained, not what they are prepared to do with a real buyer. Les’s shoppers find out how deep the cuts or give-backs are by being prepared to make a formal offer and leave a check.
The competitive shoppers can also determine what the competition is saying about your company and your site.
Whether it is an annual awards dinner, an industry or trade show, a first time buyer’s seminar, or a broker outreach event, Les can motivate and educate. His room presence and delivery will keep the audience attentive to get your meeting jump started or to put on the finishing touches.
Sometimes, even managers and/or owners need guidance, direction, or just a sounding board on issues. Les Newlands can draw on his broad experience as a Senior Sales Executive to provide support. Whether it is goal setting, management by objectives planning, strategies to get the most out of your people, coaching the coach, or an ongoing sales skill enhancement program, Les can deliver meaningful advice and direction, as well as offer solutions.
The Churchill, a cond-op in the Murray Hill section of Manhattan, is widely considered one of New York City's finest buildings. Yet, until recently, the 30 staff members who open the doors, greet residents, help with packages and fix the leaks were lacking the polish of the building's exquisite lobby. "We have an excellent staff, but they needed to hear and see the basics," says Ronald Kaslow, president of the board. "We saw that even some of our better people [could use some advice]."Read Full Article