Something that most people don’t know about me was that I used to be a nail technician. My mom had this great idea the summer after I graduated high school. “Learn a trade, it’s something you can always fall back on”. At the time, she managed a cosmetology school and they offered a 3-month nail tech course. By the start of my Freshman year of college, I was certified in all things fingers and toes. Little did I know that fingers and toes wasn’t the only thing I would quickly become certified in.
With my new nail tech license in hand I started working at a local high end spa near my university. The spa specialized in hair, skin care, nail care, make overs, and even bridal parties. The whole mission of the spa was to provide the ultimate experience and exceptional customer service. As employees, we were told to make the customer feel special, listen and anticipate what they would need, and follow up to ask for referrals from family and friends.
The mission of the spa and my goals as the nail tech were the same as the mission of the builder and my goals as the online sales specialist. Builders that stand out among the rest provide an experience and exceptional customer service for their buyers. It is important to remember that the experience begins with us, the Online Sales Specialist!
Here are the 3 lessons I learned during my years at the spa:
- Make the customer feel special. Buying a home is one of the biggest investments that a person will make in their lifetime. It’s a big deal! An online sales specialist must be “on” all the time. We don’t get to have bad days. Providing a friendly and responsive voice on the other side of that phone and website is crucial. We set the tone of the experience.
- Listen. As sales people, sometimes we get so excited we just want to tell the person on the other end of the phone all about our homes and communities and builder story. We need to slow down, stop talking, and remember this is about the buyer. Listen and ask the right questions and you’ll set more successful appointments.
- Follow Up. Making sure that the buyers’ questions have been answered, that they had a good experience on their appointment, and that you’re there if they need anything else will provide a level of comfort to the prospective buyer and keep them coming back and responsive.
A typical day in the life of a builder and online sales specialist is filled with task switching from calls to emails, to appointments and sales, to community visits and production meetings. Sometimes we need to hit the reset button and focus on our goals of providing exceptional experience and customer service. When I look back on that summer before college, I’m so thankful that I took my Mom’s advice and got my nail tech license. Not only could I give a mean pedicure, I learned a ton of invaluable life lessons that helped shape my career today.