Video Mystery Shopping: Does this dress make me look fat? The TRUTH about honest Feedback! Part 2
Last week we discussed the importance of feedback and how it can help us grow professionally and personally.
This week we are going to focus on ways to actually give and receive feedback.
Let’s start with GIVING feedback:
Schedule a meeting in a private conference room, not across from your desk. Remove all barriers. Give the salesperson enough time to gather information on how improvements have been made since the last evaluation. If you are discussing their shop, encourage them to watch it at least 2x privately. Schedule enough time so you are not rushed and turn off all electronics during the meeting.
Explain the purpose of the evaluation prior to the meeting. People like to know WHY they will be getting feedback. Start by saying “we’re meeting next Monday to go over your video shop in addition to your last 30 days of sales performance. I’d like to discuss your positives and a few areas where performance can be improved.”
Start with overall performance and highlight specific accomplishments. Ask the salesperson areas where they believe they are doing well and ask them to cite specific examples.
Ask the salesperson where they think they need improvement. Avoid offering your comments first. Sit back and really listen. When they are done, offer some of your observations with suggestions for improvement. If the salesperson is not doing well with follow up, offer some ideas on how that can improve. IE., setting a time each day to focus on it, learning more about buyers so follow up can be more impactful, etc
Give the salesperson the opportunity to ask questions and make statements and together develop a reasonable timeline for improvement. Write everything down you discussed with a deadline for improvement, sign and date it. This gives you a way to hold the salesperson accountable for their actions.
Follow up and see if improvements are being implemented. Continue to offer words of encouragement.
Receiving feedback:
Ask for it!! If your sales manager doesn’t review your work, ask them to. It will show your dedication to the job and that you are serious about your career and being successful.
Welcome constructive feedback. Honestly, it truly is the only way to grow and become better at what you do.
Control your defensiveness. Listen closely to the feedback and refrain from judging or denying it. Also, please don’t feel the need to justify why you did something. Just LISTEN.
Don’t take it personally or negatively. Look at feedback as a way to improve! No one is perfect. Instead of thinking ‘I am terrible at closing!’ reframe the message to be ‘I am a great sales person and I see an opportunity to become even better if I work on improving my closing skills”.
Ask questions. If you are not clear about the feedback ask your sales manager to clarify and give specific examples of areas you need to improve upon.
Set a goal for improvement and hold yourself accountable. Find a mentor, listen to audios, attend a SMC meeting, work on obtaining your IRM designation, read the latest sales books, all of these actions will help you perfect your craft!
One final thought about feedback.
In order for it to be effective you must: Deliver it effectively. Accept it with a smile. Learn from it…. Remember, your career depends on it.
Melinda Brody, MIRM is president of Melinda Brody and Company, Inc. For three decades, Melinda’s firm has video mystery shopped over 25,000 on site salespeople and knows what’s REALLY going on in the field of new home sales. Melinda is a keynote speaker and seminar leader, presenting at the International Builders Show popular Super Sales Rally. Her new book, “They Said WHAT??!!” explores how to excel at selling new homes by doing everything WRONG!
