The Rules of Engagement

“Reputation is for time; character is for eternity.”
~J. B. Gough

Sometimes some of the best lessons in business are learned at a place you would never expect them to be…The art or (lack of) engagement of your past and future clients..

~Scott Olson

That introduction by Scott surely says it all. The
interesting thing is you can find in just our everyday
life, things that parallel our business and customer
service. In fact it can be narrowed down to
Six Simple Rules,
The Rules of Engagement.


  1. Greet them with a smile and a handshake. Here is an effortless way to open the conversation, it didn’t take Einstein to figure this out…use a simple, “Hello.”
  2. Be in the moment. If you are currently working with a customer. Then give that person your undivided attention. Make them feel as if they are all that matters to you and their happiness comes first! Your eye contact should be on them and them alone. Not gazing around and wondering, “who’s next?”
  3. Listen until it hurts. Ask open ended questions and get to know your customers. Where are they from? What do they do for work? Are they married and have a family? Etc.. Remember not only to listen but actually HEAR what they have to say.
  4. Be engaging. Act happy, like you really want to be there. If you don’t, then leave and come back when you’re ready to prospect for new business and actually work. Think Quality over Quantity. Identify those who you want to help and work for. Give them your total attention.
  5. Ask more than once for the business. It might take five or maybe eight passes before someone actually decides to use your services. This a great strategy and it’s called; Persistence!
  6. Follow-up. Over time, customers will comeback if they know you’re still in business and you remember them. Or at the very least, make them think that you recall who they are.

Engaging others and asking for their business is nothing more than persistence, hard work and a great attitude. Give it a try!

Thanks for allowing me to rant…

“Plans are nothing, planning is everything.”
Dwight D. Eisenhower


About Lance Berwald, Coldwell Banker Burnet

I am a real estate aspirant and scholar. Always seeking to learn more about an every changing world and industry. Come and seek the truth about life, real estate and what motivates us each and every day!
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