Be Like a Duck

Actor Michael Caine is quoted as saying, “Be like a duck.  Calm on the surface, but always paddling like the dickens underneath.”  At our most recent staff meeting, we discussed the analogy of the duck, who appears calm and serene on the surface, but is frantically paddling under the surface of the water.  The goal for our agent support team is to be like that duck, and always appear calm and available to assist our agents, regardless of how busy they are “beneath the surface”. 

To me, it calls to mind often seeing “I’m never too busy for your referrals” in agent email signatures.  While it’s fine to put that phrase on marketing materials, it may not be enough.  Putting something in writing does not make it so.  Just as it is our company policy and our team’s goal to always be available to assist agents, our team members must keep in mind what they are projecting to their customers (our agents).   Take a moment to think about the message you are sending your customers.  Are you returning calls and emails to your customer in a timely manner?  When you are face to face with them, are you present with them in the moment?  Or are you taking other calls, looking through emails on your smart phone, etc?  Trust me, your clients know you are successful, and they know that you have other clients.  It’s when you make them feel as though they are more important than anything else you have going on that you will earn their appreciation, respect, and oh yes, their referrals.  Whether you are a broker, owner, manager, staff member, or agent, as the market heats up this summer, remember to stay calm and keep paddling!

-Jennie Franklin