24 Hour Challenge: Business is Personal – Reenter The Relationship Age

Client Interaction

A recent survey showed most of us spend less than 4% of our time interacting with a customer or potential customers.

According to Peter Sheehan, a leading expert on generational change and business performance it is time to get back in touch with the importance of the relationships you have with the customer. Highly protect the one thing that can never be outsourced: the relationship you have with the customer.

The challenge in today’s high tech world: “stop thinking in terms of how you interact less with the customer, and start thinking about how you interact more with the customer.

In the next 24 hours, keep a rough journal of your activities. At the end of the period, estimate the following things:

1. For the time spent on customer service related activities what percentage was focused internally on administrative non-customer related items?  What percentage was spent putting out fires?

2. What percentage was focused externally on customers? What time was spent making a genuine connection and building your relationship with your customers and staff?

A study of a large agent group indicated time spent as follows:

  • 4% client interaction
  • 30% errands
  • 24% email
  • 14% misc. activities
  • 13% cell phone
  • 12% web-based activities

This exercise gives you some very powerful insights into where you spend your time and offer some ideas on where you might refocus it moving forward.

About the Author
Mark is the Chief Executive Officer of JP & Associates, a rapidly growing full-service real estate brokerage. He is focused primarily on expansion and productivity. He has invested nearly 20 years in understanding the inner workings of high performing real estate agents, teams, managers, and leaders in major markets across the world. In prior assignments, he served as a Business Coach, in progressive leadership capacities for the 5th largest US-based real estate brokerage firm; in sales and customer marketing leadership capacities for a major consumer goods company; and served a stint in the US Army, Medical Service Corp. He was later recalled to active duty during the desert storm campaign.

Mark is a father of 3, lifelong learner, Spartan and adventure athlete. He earned his MBA from California State University and a Behavioral Change Certification from the National Association of Sports Medicine. A number of years ago he decided to make "One Helluva Move" and not play it safe, and since then in his spare time he has climbed the world’s tallest free-standing mountain - Kilimanjaro; completed the Spartan tri-fecta, the LA Marathon and the world-famous Iowa border to border RABGRAI ride among other crazy adventures.

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