In my mind water issues, especially with young children, is the worst thing to find and the most uncertain in terms of a guaranteed, one-shot fix (mold, for instance, can take some time to visually show).  We could have spent years and a lot of money chasing secondary problems resulting from that.  Although it seems counter-intuitive on an emotional level, the best thing an inspector can do for you is stop you from buying a house that is going to cause you misery, which is exactly what you did.

So good job.  Anyway I just wanted to say thanks again and we will be calling when we come across the next prospective home (hopefully soon), and will certainly recommend you to others.  I will also leave this same feedback on your webpage/facebook when I get a chance.

Thanks again Jim,
Nick Francois

Years ago I was taught a tool that helps me whenever business or life isn’t going my way. While this is a seemingly simple tool, you shouldn’t underestimate the power in it. You can use it anywhere and at any time, and it will always work to restore your attitude and your perspective. It has the uncanny power to improve your mood and your outlook. And it always helps you generate the positive results you’re trying to achieve.

Here’s how it works:

Whenever you’re in fear (any kind of fear – financial, emotional, professional, etc.), all you have to do is make a list of 25 things you’re grateful for. I like to use a notebook myself, but I suppose a computer or smart phone would do. The point is to write down 25 things you are grateful for today.

Your gratitude list can contain many different kinds of items. Here are some of the things you may be grateful for:

• Having a loving family
• Having a job
• Making money yesterday or last month
• Having your health
• Having access to fresh water
• Being in a position to help others through your work
• Going on a vacation or just coming back from one
• Being able to spend time with your kids
• Having your kids be healthy
• Your ability to enjoy a good meal today
• Your ability to be able to afford a meal today
• Working for a company that creates or sells a great product that helps so many people
• Being able to walk without pain
• Being able to sleep without pain
• Having a home to go to
• Having access to all the technology we have
• Knowing that the NFL finally starts in a month!
• Having faith in God
• Being blessed with good friends
• Living in a country where you can do and become anything you want
• Having options to completely change your life
• Having access to great books, CD’s and other material to help you accomplish your goals
• Having money in the bank today
• Being able to read
• Being free to act, think and do as you please

And so many more things. I’m sure you could add some really great things to be grateful for in your life, couldn’t you?

Why it works:

I love writing a gratitude list whenever I’m in fear about business or money. You see, because I’m in sales I sometimes forget that I’m not here for me and for what I can get out of it. Rather, I’m here to offer solutions that help other sales reps and companies do their jobs better and make more money.

When things slow down and I get into fear, I can get self-centered and focus on myself. When that happens things never go well. It becomes hard to make calls and take action when I’m only thinking about myself and what I don’t have.

But as soon as I write a Gratitude List, something magical happens. Suddenly I remember how full my life already is and my perspective changes.  In just a few minutes I transform my perspective, and I remember what I’m here for –  to add value to your life.

Once I’ve completed my Gratitude List, it’s easy for me to take the actions that generate business and abundance in my life – because now I’m thinking about you and how I can help you. It’s that attitude that gives me the energy to keep prospecting. And it’s that attitude that opens up conversations because people can sense when you’re being genuine and want to help.

Hey, sales – and life – isn’t always going to go your way. But when you can stop and appreciate how incredibly fortunate and blessed you already are, and get restored to what your true purpose is, you’ll find that today it’s easy and even enjoyable to take the actions you need to take to help others accomplish their goals.

And when you can help enough people accomplish their goals, you’ll always exceed yours. So the next time you’re struggling or just not feeling it, do what I do: Write a Gratitude List. You’ll be grateful you did.

Over the years you’ve heard me talk a lot about service. More times than I care to think about, I’ve seen (or been the victim of) absolutely appalling service.

But occasionally I encounter a level of service that isn’t good, or great, or excellent. It’s extraordinary, brilliant, and incomparable. And that’s the kind of service I want to talk about today.

So what are the ten secrets to extraordinary client care? Here’s my list:

1. Identify what the people keeping you in business want from you. Not what you think they want, or hope they want, but what they do want. Don’t know? Ask!
2. Realize that customers aren’t just purchasing products or services. They’re buying solutions and experiences. Many (if not most!) customer needs are emotional, not logical.
3. Look way down the road. When you drive a car, you aren’t simply focused on the ten feet in front of you. Instead, you are looking at what’s directly in front of you, what’s ahead in the distance … and what’s in the rear-view mirror. Using extended vision in this way will allow you to anticipate client needs, which is part of delivering extraordinary service.
4. Treat clients in such a way that they feel valued. Don’t take them for granted … and say “thank you” on a regular basis.
5. Utilize the power of “yes”. If a client has a special request, and there’s a way to make it happen for a client, agree to do it (provided, of course, that you’re not breaking any laws or regulations). You can always figure out the mechanics of delivery later. Always give more than expected – not only does it feel good, it will differentiate you from your competitors.
6. Make doing business with you easy. The more barriers, the fewer clients.
7. Ensure your clients understand the machinery behind the way you work. Explain the processes, and the reasons behind your actions, so your clients understand “the way things work” and their role in the process.
8. Learn good conflict resolution skills. If there is conflict, be a good listener. Are you paying attention to body language, tone of voice, and the underlying emotions of an upset customer … or are you simply “hearing” their words? Unhappy customers are usually locked in emotion, not logic.
9. Make it easy for clients to complain. Value their complaints. And learn how to apologize sincerely if you have made a mistake or dropped the ball on something you promised. Then take action to make things right.
10. Ask for feedback, and learn from it.

And now let me tell you about a recent (well, really, an ongoing) extraordinary client care experience which has been putting a smile on my face for several months now.

Every month, I meet live with my EVOLVE real estate coaching group. We spend a pretty intense day together, and during that time I work with agents to help them conquer challenges in their businesses.

Each and every month, we are treated superbly at the Bothell location of the Hilton Garden Inn. From Trisha’s smile and friendly attention at the check-in desk, to Jay’s outstanding hospitality set-up and care throughout the day… it’s one good experience after the other. General Manager Chip Peterson sets a stellar example for his staff. I never see him without a smile and a positive attitude, and he’s obviously coached his team to have that same approach when interacting with guests.

But perhaps the finest example of truly extraordinary client care at the Bothell Hilton Garden Inn is Executive Chef / Food and Beverage Manager Navi Mudaliar.

I first met Navi last June. It was our first time at the hotel, where we had rented space for one of our Safari real estate training events. A previous event had been held at the Redmond Marriott, where we had a good experience … so we were actually prepared for the Hilton not to measure up!

If you’ve ever taught a group of people, you know that while it can be exciting, it can also be exhausting. At the end of the first of two days I was tired … and I needed a good meal! I have pretty particular taste when it comes to what I eat, and I definitely need a meal with lots of protein and veggies after a long day. But nothing on the menu looked like it would satisfy!

As I sat staring at the menu after class, Navi came to the table. After a few questions about dietary restrictions and my likes, Navi promised to make something that I would love. This is a line I’ve heard before … and the end result rarely delivers on the promise. But boy, did Navi deliver what he promised!

My meal that evening was outstanding.

Not only was the food wonderful, Navi personally checked back with me several times, to be sure that I was happy with my meal.

Even more than the taste of the food, I’ll always remember the fact that Navi could see my exhaustion, and cared enough to take care of me. That’s extraordinary client service.

So when I needed to commit to finding a location for the twelve-month EVOLVE group which began in July, where do you think I went? That’s right – the Hilton Garden Inn!

Now each month, I see Navi when we’re coaching our EVOLVE students. He never fails to come to my table at lunch, ask how I am doing, and offer to make me a special meal. He always asks if I – or my team – need anything. What is it about this client care that I love so much? Yes, it is the personal care. And yes, it is the attention to detail shared by every staff member we’ve encountered.

That’s the service that makes me come back for more.

There are a lot of different hotels, conference centers, and meeting spaces between Seattle and Bellingham where I could hire space to coach my EVOLVE group. But I’ll continue to return to Bothell’s Hilton Garden Inn because of their great client care – and because of Navi Mudaliar in particular!